As one of the top social networks, It’s surprising that Facebook didn’t ask the question first. (Silly, really). The feedback by users promped a FB homepage update, drawing even more attention.
The article cites 300,000 views of the consumerist advocacy blog post, then thousands of follow on posts and groups at Facebook. (In a matter of days)
Now that there’s a compromise of trust (clearly people are passionate about what they share), Zuckerberg’s business challenge is much more difficult than had they altered their approach.
It reminds me of the motrin story, but in this case, a response more appropriate.
Social media 101:
Ask. Consumers are in charge
Listen: Incorporate the feedback
Act: Address the issue openly and respond