A misstep reveals that the company doesn't understand its outsized role in the media ecosystem.
We've seen a lot of commentary about whether we should have considered a corporate email address to be private information. There are many individuals who may use their work email address for a variety of personal reasons -- and they may not. Our Trust and Safety team does not have insight into the use of every user's email address, and we need a policy that we can implement across all of our users in every instance.
This is essentially abandoning any idea of nuance or reason in hopes of making this customer service process more efficient. I just don't think Twitter can make these kinds of blanket decisions and I'd bet that they *already* do not function that way in reality. This type of dispute will require judgment and judgment requires not just policy but trained and even wise people. But don't take my word for it, Twitter, just look at what happened this week!
Let's stipulate that Twitter banning journalist Guy Adams for posting NBC executive's Gary Zenkel's corporate email address was a very bad idea. They have begun fixing the damage they did by reinstating his account. NBC retracted its complaint, according to Adams.
Now, whether it was a craven decision or merely bad judgment comes down to whether Zenkel's NBC email address is public or private information. In today's world, this is not as obvious a question as it might appear. (It may help to imagine that you are Gary Zenkel and you are the one getting hundreds of nastygrams from people with axes to grind.)