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Shel Holtz
Communicating at the Intersection of Business and Technology
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Ning reneges on its core promise, shatters customer trust

I did not publish this post as soon as I wrote it. I went to dinner with some old friends. Had a couple glasses of wine. Waited to see if my reaction to the news had mellowed. It has not. I’m as pissed off as I was when I first got word. Hence, the following post, just as I wrote it earlier today:

Shel HoltzNing launched with a simple premise: Build your own social network for free. The company, founded by web browser pioneer Marc Andreesen, would make money through advertising, fee-based enhancements to free networks and premium networks.

The allure of a dedicated social network was undeniable. The features of a Facebook group were just too limiting; Ning let you create multiple groups within your network, in addition to a host of other features.

The kinds of groups that took root on Ning are as diverse as the interests that occupy the thoughts of the world’s population. High school faculties set up private communities. Churches and synagogues established social networks, some for staff and clergy, others for congregants. Auburn PR professor Robert French created PR Open Mic for PR students and faculty. Chris Boyer opened a network to discuss social media marketing for hospitals. GovLoop is a network for government employees interested in pursuing social media as a channel. A colleague of mine, a volunteer high school football coach, has been using Ning as a place for team members, coaching staff and parents to interact. Just last week I joined a Ning network dedicated to employee engagement.

Soon, only those networks that choose to pay up will exist. That so much effort was put into building them and that so many people have come to rely on them as a source of community interaction, is no longer of any concern to the powers that be at Ning. The business decision has been made to end the free service and focus the company’s efforts entirely on the premium sites used by the likes of T. Boone Pickens (to promote his energy plan) and the musical act Linkin Park.

In a memo sent to employees, new CEO Jason Rosenthal wrote:

We will phase out our free service. Existing free networks will have the opportunity to either convert to paying for premium services, or transition off of Ning.  We will judge ourselves by our ability to enable and power Premium Ning Networks at huge scale.  And all of our product development capability will be devoted to making paying Network Creators extremely happy.

Rosenthal’s rationale is based on the fact that 75 percent of Ning’s traffic goes to those premium sites. The “freemium” model helped build that traffic, though. People started with free sites, then moved up to premium after they were already sold on Ning and could see the additional value of the paid offering. Now, nobody will be able to follow that path.

Rosenthal also announced a staff reduction of 69 of the current 167 Ning employees.

Having spent the better part of 35 years in the business world, I understand the need to focus a business on profitable activities. I also understand the risks inherent in casting your lot with a single service: You run the risk of losing your data should the company go under. Just ask anybody who maintained a site at GeoCities.

Ning is not going under and there’s more to this move than a simple business decision. Those who established Ning sites did so because the ability to set up a free network was the company’s core proposition. Ning’s home page, back in October 2007, displayed these words:

Get Your Own Social Network!
Ning is the only online service where you can create, customize, and share your own Social Network for free in seconds.

There’s nothing ambiguous about that statement. There are no caveats, no exceptions, no hints that this is a short-term offer. You can see for yourself, thanks to Archive.org’s Wayback machine.

All those schools, all those churches, all those non-profit organizations and local clubs and youth groups now find themselves with the rug pulled out from under them. “Pay up or get out” is the short version of Rosenthal’s message. “We got you here by telling you we were a free service but we’ve changed our mind. Don’t like it? Tough shit. Business is business.” It has the sour taste of extortion. Want to keep that community and all the assets you’ve been building these last few years? It’s gonna cost you.

But the word that keeps repeating in my mind is “betrayal.”

Deciding to stick with Ning and pay the fee requires more consideration than just the cost. The first question I’d ask is, “Can I ever trust anything Ning says, ever again?” My answer: Not a chance. I’m not sure there’s anything Ning could ever do to regain my trust.

After all, I recommended Ning to a group where I volunteer my time, a nonprofit that doesn’t have the budget to pay. With no viable alternative, all the effort put into that group will amount to nothing and the community so many people have come to depend on will simply vanish. My personal credibility with this group will undoubtedly suffer.

I wrote not too long ago about a similar situation with Sprout. The difference, however, is that Sprout never suggested its service would always be free; there was always the expectation that they’d start to charge for it sooner or later.

Dan York speaks and writes frequently about the risks inherent in a “single point of failure,” techspeak for putting all your eggs in one basket. Twitter and Facebook could, someday, go out of business or be bought by another company that opts later to dump it. Look at AOL’s decision to shut down Bebo, Google’s indifference to Jaiku after acquiring it, or the sudden drop in usage of Friendfeed after it was bought by Facebook.

Ning’s action, though, is a purely voluntary decision to renege on its promise to the community that helped it rise to prominence. The long-term fallout of this decision will be heightened levels of mistrust and skepticism aimed at any service provider that offers a free level of service.

Sure. We’ve heard that one before.

UPDATE: Posterous has announced its intent to provide Ning customers with a new home. Posterous is a terrific tool, but doesn’t offer many of Ning’s features. It’ll be interesting to see how they handle the construction of a Ning importer. Posterous is asking Ning users to subscribe to the Posterous blog for updates. If it works well, maintaining groups and other Ning features, I expect to see a massive migration to Posterous rather than payments made to Ning.

Comments
  • 1.Do you really think that a line of text on a website that says, "Build a free website" constitutes a promise to offer the free service forever? I'm very web savvy and I don't see it that way.

    Free services always have some sort of catch associated with them. It could be as minimal as having a message in the footer. In this case it was having to run very bad Google Adsense that you couldn't control. By now people also should know that while freemium is working for a lot of great websites that it can't work for all of them.

    Ning is a business with hundreds of millions of private dollars invested in it. They're losing money. They could either shut down and return what's left to investors. Or they could do what they have done. I think the second option is a better one for content creators. Either way, I don't think it's an issue of integrity or trust.

    Rob Safuto | April 2010 | Albany, NY

  • 2.Rob, I think that's going to be a hard sell to the pastor of the small rural church who's going to lose the community he set up because he believed the explicit promise of a free network.

    Plenty of companies have done well with the freemium model. If Ning can't figure out how to leverage it, I'm not sure violating trust is the way to go address the issue.

    And while I understand your point, I disagree: It's ENTIRELY about trust. Either you stand by your word or you don't. In this case, in order to bolster the bottom line, they're hanging their customers out to dry. I don't see that as the way to build the kind of reputation that will send people flocking to your business.

    Shel Holtz | April 2010

  • 3.Promise or no, I suppose if these networks provide value to the people that are using them then and the price is right, they will pony up the cash to continue using them. If not, too bad. There will be no networks if Ning doesn't continue to exist.

    Michael | April 2010 | Melbourne, Australia

  • 4.I agree. Free means free. I think, as you said, Shel, there's an implication that this service would be there, for free. It's not like Google Docs, where you create something and save it - a Ning network is intended to be ever-evolving.

    That being said, the traffic has to/will go somewhere; just unsure where -- it's the nature of the business, I think. It's why I don't get overly concerned when I see the Chicken Littles complaining that Facebook will be "pay" in July (not that there's any truth to that) -- the traffic will just go elsewhere.

    Meetup.com initially started as free; then they went to pay; now people use Facebook and other social networks for what they used to use Meetup.com. The traffic migrates.

    Chris | April 2010 | Long Island, NY

  • 5.I admit my first reaction was TANSTAAFL. Nothing can remain "free" forever -- someone has to pay. So I don't feel "betrayed" even though I am frequent GovLoop user.

    My real concern is that, what will happen to my free Posterous service (http://ddmcd.posterous.com/) if a sudden massive influx of Ning users occur?

    Dennis McDonald | April 2010 | http://www.ddmcd.com

  • 6.@Dennis, Ning, as Rob points out, was never actually completely free -- you had ads appear on your network over which you had no control. If you didn't want them, you paid a premium price. I don't expect Google will EVER charge to run a search; advertising is the revenue model. But Ning's whole business model was based on the ability to set up a network at no hard-dollar cost, which is why so many people did, with no hint that this was a temporary situation. In fact, Ning was explicit in its value proposition.

    I wouldn't expect any individual' Posterous site to suffer any more than our Twitter accounts suffered with the influx of Oprah fans.

    Shel Holtz | April 2010

  • 7.Thank you for the notice. I am heart-broken. I just launched 2 months ago a social network for our congregations and have been pushing membership and the advantages of Ning. Now I'll have to give notice that we will be shutting down the site. Doesn't speak well to me or my abilities to create communication alternatives for our people. We do not have the money to pay for a social network site. The ads were annoying, but I put up with it b/c that's how the "free" was covered. Guess I was wrong. I appreciate the Posterous information. I will sign up for their blog and hope they can turn this bad situation into a good one again. Thanks for looking out for us non-profit communicators!

    Susan Barton-Nonno | April 2010 | Columbus, Ohio

  • 8.Sounds like the business wasn't being managed well and investors put the squeeze on. It doesn't make it right, not when there is such a reliance on a tool that so many need to be free. Yes, it may be Utopian to think that free should stay free in the light of hard core capitalism. And Posterous may benefit huge from Ning's mistake. Ning's social collateral was HUGE, and they cashed it in with this move. Or maybe they just wanted a bunch of negative publicity. Yes business models change, but treat those who believed in you early on with respect. A "pay up or get out" approach is accosting and will cost Ning in the short-term.

    BuzzStream Todd | April 2010

  • 9.Remember when NetZero ran TV ads saying "Shouldn't Internet access be free"?

    Eventually they had to pull the plug on free ad-supported Internet connectivity and become a paid-only company.

    Sprezzatura | April 2010

  • 10.I agree with the concern over the impact on small nonprofits, as well as education networks.

    I wrote about this very topic on my blog last night:
    http://askmanny.com/2010/04/free-ning-no-more-my-two-cents/

    Manny Hernandez | April 2010 | Berkeley, CA

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