Google - good or evil?

 
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It is a hugely profitable company that still likes to see itself as a benign organisation dedicated to good works. But Google is finding that the rest of the world is now rather more cynical about its morals.

In the last few days the search behemoth's good intent has been questioned - by a small Kenyan online business directory, and by the world's most powerful media mogul.

And it is the charges laid by Kenya's Mocality which will really hurt at Google's HQ, where they still insist that "don't be evil" is a corporate mantra that is more than just window-dressing.

In a long blog post on Friday, Mocality's CEO Stefan Magdalinski, who came to Kenya from the UK 18 months ago, explained that the company had been getting some strange calls from its customers wanting help with their websites. Which was confusing as Mocality doesn't offer websites, just directory listings.

A forensic investigation revealed that the customers had been called by Google's Kenyan operation GKBO, whose agents then tried to trick them into signing up to the search firm's rival service. Mocality then mounted a sting to record calls from the Google agents, in which they appeared to claim the two firms worked together, and also made inaccurate statements about the Kenyan firm's charges.

Here is how Mr Magdalinski concludes: "Since October, Google's GKBO appears to have been systematically accessing Mocality's database and attempting to sell their competing product to our business owners. They have been telling untruths about their relationship with us, and about our business practices, in order to do so. As of January 11th, nearly 30% of our database has apparently been contacted."

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In this battle, Google is seen by web libertarians as being on the side of the angels”

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That Google should be trying to sell services to Mocality's customers may not be surprising. But that its staff should do so in such an underhand way looked unethical - or plain evil - to many who read the blog post and commented on social networks.

When I contacted Google I half expected the whole story to be dismissed as inaccurate or a misunderstanding. But no, within a few hours, the company's vice-president for product in Emerging Markets, Nelson Mattos, issued what amounted to an abject apology:

"We were mortified to learn that a team of people working on a Google project improperly used Mocality's data and misrepresented our relationship with Mocality to encourage customers to create new websites. We've already unreservedly apologised to Mocality. We're still investigating exactly how this happened, and as soon as we have all the facts, we'll be taking the appropriate action with the people involved."

Google says it is still investigating exactly what happened, and it is a very serious issue. There is a hint in the statement - "a team of people working on a Google project" - that contractors rather than its own staff may have been involved. Even if that is the case, the whole incident shows how hard it is for a fast growing business to impose a moral code on everyone who represents the brand.

Rupert Murdoch

The other attack on Google's reputation came from Rupert Murdoch. In a series of tweets over the weekend the News Corp boss accused the firm of aiding and abetting piracy - and the US president of siding with them. Here are a few of the messages:

"So Obama has thrown in his lot withSilicon Valley paymasters who threaten all software creators with piracy, plain thievery."

"Piracy leader is Google who streams movies free, sells advts around them. No wonder pouring millions into lobbying."

"Just been to google search for mission impossible. Wow, several sites offering free links. I rest my case."

The context is the battle in the United States over Sopa, Stop Online Piracy Act. That has pitted Hollywood and the media industries, who say the act will finally give them protection against online theft, against Silicon Valley, where firms like Google see Sopa as a serious assault on internet freedom. Last week, comments from the Obama administration made it clear that the White House has serious issues with the act, which may now struggle to get through congress.

So how will Google feel about this attack by Mr Murdoch? Not too worried, is my guess. The online crowd which has expressed horror over its behaviour in Kenya, is far more exercised about stopping Sopa. In this battle, Google is seen by web libertarians as being on the side of the angels. If it joins the web blackout threatened by some firms this week, they will love it even more.

Mocality and Murdoch both believe they have found something evil about Google. But the search firm may well be more concerned to repair its reputation with the small Kenyan business than with mighty News Corp.

 
Rory Cellan-Jones Article written by Rory Cellan-Jones Rory Cellan-Jones Technology correspondent

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  • rate this
    -3

    Comment number 17.

    Wasn't it the BBC that posted: Google is profiting from ads posted by illegal London 2012 Olympics ticket resellers. Ads have since been removed, as have ads for cannabis, fake identification cards, & passports that the BBC found & reported to Google. Google told the BBC that company keeps any money it might make from companies' illegal services before such adverts are removed. Squeaky clean?

  • rate this
    +1

    Comment number 16.

    Don't worry, I'm not some sort of fanatic :) I'll judge it on a case-by-case basis from what I read on various blogs/sites like Rory's. If I do become convinced there is something wrong, I'll find alternative services immediately.

    However, I'm inclined to believe the whole "don't be evil" thing for now, as the guys at the top seem relatively product focussed.

  • rate this
    +2

    Comment number 15.

    @Matt Marshall - and the next time something like this happens you'll think the same? And the time after that? And after that? And after that? How many of these lapses do you think it would take before you think to yourself "Mmmm....maybe there *is* something fundamentally wrong...."

  • rate this
    +1

    Comment number 14.

    @Aidy
    They messed up, so I agree they should've been fined. However, I don't believe there was any "evil" intent there.

    "Collection of personal data" is a bit sensationalist really - publicly broadcast SSIDs and a small number of packets from unsecured networks doesn't worry me too much :)

  • rate this
    -1

    Comment number 13.

    @Matt Marshal - a non-issue? Countries were investigating them and they ended up being fined and told to wipe data. But to you that's a non-issue not worth apologising for? The similarity is in the way google reacted to the incident...you apologised for them then, you're doing it now...I'm asking how many times are you going to do it in the future?

  • rate this
    +5

    Comment number 12.

    @Aidy I'm not an apologist. I'd stop using Google tomorrow if it was shown that they routinely engage it such practices.

    But given how long they've been around there've been relatively few incidents like this. Without sitting in their boardrooms you can't know what any company is really like, so short of stoping using the Internet you have to trust until you reach your own tollerance level.

  • rate this
    +4

    Comment number 11.

    @Aidy

    I disagree. I don't see how it's remotely similar other than "Google messed up". The whole "packet sniffing" thing was pretty much concluded as a none issue. I'm also inclined to support Google regarding this, as I use WiFi location services regularly.

    In short, the Mocality thing appears pretty serious. The street view thing wasn't even worth apologising for in my opinion.

  • rate this
    -5

    Comment number 10.

    There are interesting parallels between this and the street map privacy furore where they were found to have collected personal data. Apologies, blame minor or contract staff, assurances it is not Google policy, this won't happen again....etc etc. It will be interesting to see how many times Google can be caught out and use the same excuses before their apologists catch on (eg omnisvalidus etc)

  • rate this
    +2

    Comment number 9.

    @ohn_from_Hendon

    I think you're being a bit unfair. There are plenty of Americans that are not remotely as you describe but unfortunately they are not news worthy so you mainly only get to see the bad ones.

    You're right about the data protection though. But that is something we need to be aware of and be careful what we make available.

  • rate this
    0

    Comment number 8.

    Mocality itself is very much culpable as shown here http://bit.ly/zRi6iI

  • rate this
    +3

    Comment number 7.

    Google is popular as its good. The company can be forced to share your details with the US government - but that is the same for ANY American company - or company with American based offices so thats nothing new. That a search engine blocks certain sites is a disgrace, I don't care if the sites promote child porn or counterfeit goods, the search engine is there to search not to censor

  • rate this
    +5

    Comment number 6.

    Google aren't perfect, but I can't help but feel that many people want them to be evil because it would better reflect their stereotype of a company that has achieved enormous influence and profitability. Their reaction to the Kenyan incident speaks volumes. They are generally a good, responsible company who just want to get on with the exciting task of building the Star Trek computer.

  • rate this
    -7

    Comment number 5.

    Google's monopoly is a contingent evil.

    One must remember when using ANY product from a USA corporation that they have no data protection legislation at all when compared to ours.

    Further they, the USA, tend to be extremist xenophobes as soon as you scratch the surface (see today's news that Mitt Romney is being castigated for speaking French).

    Nothing you place on line is secure or private!

  • rate this
    +8

    Comment number 4.

    No one in the technology world takes Murdoch PR people seriously, let alone the man himself.

    Morcality is a serious charge and Google pleaded guilty, unlike Microsoft who got caught out by Google last year. It obvious that it a case of rogue employees and that Google will settle the case out of court and with enough cash to keep Morcality and it owners very happy chappies for years.

  • rate this
    +3

    Comment number 3.

    Murdoch also said:
    "Understand more than all allege! Google great company doing many exciting things. Only one complaint, and it's important."

    Also:
    "Sure misunderstand many things, but not plain stealing. Incidentally google blocks many other undesirable things."

    He is pretty much a dinosaur; a mogul of an industry which is reluctant to adapt.

  • rate this
    +24

    Comment number 2.

    A company as large as Google, employing as many people as they do is bound to have the occasional incident like the one above. I can well believe it was a scheme cooked up by some local team. As long as Google put a stop to it then I don't have an issue.

    As for upsetting Rupert Murdoch. Well that makes them good by default. He obvioulsy hasn't heard the term about pots and black kettles.

  • rate this
    +5

    Comment number 1.

    As a daily user, and beneficiary of its free (at least in £) services, I consider Google to be about as amazing a resource as it gets.

    However, for the life of me, I have never 'got' the emphasis of that slogan from the off.

    Maybe they are just glass half empty kinda guys who inspire glass half full others.

 

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