I don't think it was intentional or even corporate BS -- I think it was just careless. Which is too bad -- because careless communication with customers is a really dangerous thing these days. Customers have so many different ways to spread the story (good or bad) of a company through social networking. I hope TypePad wakes up soon and gets back on top of their message before the rumor of their demise gets grossly exaggerated (right into reality), as Mark Twain might Tweet from his iPad if he was alive today.

This is a good example of failed communication. The problem isn't that widgets are gone (they're just going to be made available in a different way) -- the problem is that the news wasn't communicated effectively. Only part of the story was told initially; unfortunately, key details were omitted and only came out in response to negative comments. If the initial communication had outlined WHY the widget gallery was abandoned (instead of waiting until people were upset before explaining), it might have helped avoid some of the upset. It's unfortunate that it took a few (understandably) upset customers to get the complete picture. A needless waste of customer good will, IMHO.

Great step-by-step illustration, Donna. But where is the ecourse? I see your ebook, but I'd love to subscribe to the course, too.