Using Facebook for Your Customer Community? Think Again!

Given the rapid growth of Facebook over the last year it''s no wonder that many companies are embracing it to create communities for their customers

Irwin Lazar, Vice President & Service Director, Nemertes Research

March 25, 2010

2 Min Read

Given the rapid growth of Facebook over the last year it''s no wonder that many companies are embracing it to create communities for their customers, partners, and fans. But before deciding to use Facebook for your public facing community, or if you already using Facebook, think again.

Last week I got exposed to the other side of Facebook, namely their ability to rescind or suspend accounts without any notification, explanation, or seemingly any recourse. It all started on Monday morning when I received a few messages from my European friends letting me know that someone had reached out to them via Facebook IM, said that I was stuck in London, had been robbed, and needed them to wire me money so I can get home. This scam is not new, in fact Facebook has documented it. Fortunately my friends were savvy enough to realize I probably wasn''t in London, and even if I was, I wouldn''t ask them to send me any cash.

So I immediately logged into my account and changed my password. I then reported the attack to Facebook via their "[email protected]" account. A few hours later I noticed that Adium became disconnected, and when I logged into Facebook I got a message that my account had been disabled with no explanation.

The disabled message pointed me to their FAQ (, which said to e-mail [email protected] from the associated e-mail account, so that''s what I did. That was on March 15th. Since then I''ve heard nothing. Apparently I''m not alone. Searching twitter or google for "Facebook" and "disabled" reveals numerous other individuals who have had the same experience. There''s even a rapidly growing discussion over at In some cases users report their accounts being reactivated in days, for others its weeks or not at all.

So what does this mean for your efforts to use Facebook for your public-facing community?

About the Author(s)

Irwin Lazar

Vice President & Service Director, Nemertes Research

Irwin Lazar is the Vice President and Service Director at Nemertes Research, where he manages research operations, develops and manages research projects, conducts and analyzes primary research, and advises numerous enterprise and vendor clients. Irwin is responsible for benchmarking the adoption and use of emerging technologies in areas including VOIP, UC, video conferencing, social computing, collaboration, contact center and customer engagement.

A Certified Information Systems Security Professional (CISSP) and sought-after speaker and author, Irwin is a blogger for No Jitter and frequent author for He is a frequent resource for the business and trade press and is regular speaker at events such as Enterprise Connect and Interop. Irwin's earlier background was in IP network architecture, design and engineering.

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