Is A ‘Glitch’ Responsible For Amazon.com’s Sudden GLBT Book Censorship?
Over the weekend a firestorm of outrage began to swirl on the Internets (and particularly on Twitter, I first heard about this from author Neil Gaiman) over the new policy by Amazon.com to remove sales rankings of books that the site deemed “adult” … but which really stripped books that deal with gay, lesbian or transgendered characters and/or themes of their book rankings (leaving heterosexual erotica untouched and with their sales rankings in tact). This is particularly important because book rankings help books show up in product searches which translates into the sale of more of those books. Since the subject erupted over the weekend, Amazon.com has issued a statement saying that the matter was caused by a “glitch” that removed the book rankings from all of the GLBT books and that the issue would be remedied immediately. The thing that concerns me the most is that this practice was first noticed back in February and the glitch was only discovered once the general buying public started to catch wind of the practice (over Easter weekend, no less). Here is a short synopsis of what’s been going on as uncovered by book bloggers and the response issued by Amazon.com in the wake of this controversy:
1. Craig Seymour first complained about his book being adversely treated by Amazon back in February.
2. Mark Probst got a response two days ago that his book was being adversely treated by Amazon because it was deemed “adult content.”
3. If you search “homosexual” on Amazon.com, your first search result is “A Parent’s Guide to Preventing Homosexuality.” This is because other books with the term homosexual have had their sales rank stripped. The previous algorithm is supposed to show the top selling books in the search result. If the book has no sales rank then it won’t appear in the search results. Or, as a better example: But the fact that Joseph Nicolosi and Linda Ames Nicolosi’s A Parent’s Guide to Preventing Homosexuality is still ranked when Heather Has Two Mommies isn’t, says it all.
4. If you write exclusively books with erotic content (or content tagged erotic regardless of actual content), you may not exist in a front page search. See screen cap HERE (Lucinda Betts) and HERE (Jackie Barbosa) and HERE (Amie Stuart).
What’s going on?
For those who don’t know, Amazon has decided to derank and then remove from front page searches books labeled “erotic” and GLBT. For example, books that are about Lesbian parenting have been identified as “adult content” and deranked. Patti O’Shea’s book that is listed “erotic horror” despite having only one sex scene has been deranked and removed from front page search results. Amazon has deranked Annie Proulx, E.M. Forster, but not American Psycho. Mein Kampf and books about dog fighting are ranked and can be searched from the front page, but not books about gay love or books with erotic content.
You can track more of the deranked books on Twitter.
Why is this is a big deal?
It’s not because customers put any stock into the Amazon Ranking number. It’s that the Amazon Rank affects a books’ visibility on the bestseller list, on the “If you Like ___, you might like __ feature” and so forth. It is akin to the bookstore removing the books from the shelves and requiring you to go to the Customer Service desk and ask for the book or author specifically. Visibility is a huge factor in sales and anyone who doesn’t believe that is kidding themselves.
Here is the response to all of this controversy that has been issued by Amazon.com:
A “glitch” on Amazon.com has caused the sales rank to be removed from gay- and/or lesbian-themed books by James Baldwin, Gore Vidal and others. “There was a glitch in our systems and it’s being fixed,” Amazon’s director of corporate communications, Patty Smith, said in an e-mail Sunday. As of Sunday night, books without rankings included Baldwin’s “Giovanni’s Room,” Vidal’s “The City and the Pillar” and Jeanette Winterson’s “Oranges Are Not the Only Fruit.” The removals prompted furious remarks on Facebook, Twitter and elsewhere online. Craig Seymour, author of the gay memoir “All I Could Bare,” wrote on his blog Sunday that his sales rank was dropped in February, then restored nearly four weeks later, after he was told by Amazon that his book had been “classified as an Adult product.”
I must admit that I am deeply concerned by this action on Amazon’s part. It seems very fishy to me that a glitch caused all of this selective censorship. What seems more likely is that the company prolly tried to get away with this new endeavor and didn’t consider the fact that anyone would notice. I am very troubled that a company that I give much business to would try to pull something like this in the first place. The Kindle e-book reader (which I love) works exclusively with Amazon’s book inventory. And while I try to shop at as many independent bookshops as I can when buying books in person, the ease of shopping at Amazon is very attractive. Of course I want to believe that the company actually suffered a malfunction that caused this error — after all, nothing in my experience with Amazon.com before has even hinted at this sort of business practice. At this point … I’m not sure what to do. I plan to watch this issue closely and follow the action that Amazon takes in the coming days and weeks. Not only does the company owe its customers a COMPLETE REVERSAL of this nonsense immediately but they also owe a huge public apology and perhaps some sort of reparation to the GLBT authors that were harmed by this action.
The Dear Author blog has published some helpful information for those of you who wish to contact Amazon directly to voice your displeasure:
Amazon executive customer service email is: ecr@amazon.com and the customer service phone number is 1-800-201-7575. I’ve called and sent emails. (I even called the cell phone of an Amazon PR person). There is also a petition. The louder the noise you can make collectively, the more likely action will be taken. You can use Robin’s template:
Dear Amazon,
It has come to my attention that you are de-ranking books, supposedly on the basis of “adult content.” Apparently, according to the Amazon Dictionary, this is defined as books that have anything at all to do with GLBT characters, authors, issues, or references, with some general erotica being roped in, as well. In the meantime, however, books on the illegal, inhumane, and horrifyingly violent sport of dog fighting remain ranked and appear on a first page search under “dog fighting”: http://bit.ly/18l70B. Further, a search under “playboy” yields as the first return “Playboy: Wet and Wild Complete Collection,” followed by “Playboy: The Complete Centerfolds,” and so on. At what point did “adult content” exclude nude women and dogs killing other dogs for sport?
This is nothing short of discrimination; this is nothing short of censorship. This is nothing a business that claims commercial integrity at even the most basic level would do. Consequently, as a longtime Amazon customer, I look forward to an immediate reversal of this ridiculous policy. Otherwise, I will purchase elsewhere and encourage everyone else I know to do the same.
I suspect if Amazon realizes how many people their glitch has offended they might be more quick to come back and do the right thing.
Tags: #AmazonFail, Amazon.com
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April 13th, 2009 at 6:41 am
Hrm…Interesting.
April 13th, 2009 at 6:43 am
Even if they did do this, I’m still shopping here. It’s the cheapest stuff around usually. I don’t think anyone deserves reparations.
April 13th, 2009 at 6:47 am
I sent mine.
April 13th, 2009 at 6:49 am
After watching a news piece about their terrible employment practices in Britain – this is just another reason not to buy from Amazon … Did they think LGBT wouldn’t notice?
April 13th, 2009 at 6:51 am
This really upsets me. In this day and age it’s easy to think that things like this aren’t still happening on this sort of scale. I’ve been a frequent Amazon customer for years, and I’d really like to believe that this was an accident, but it just seems too insidious. The way they handle it will really determine whether or not I remain a customer at all.
Thank god for the internet, despite all the sh*t that it produces, it is still the fastest and most effective way of sharing information and voicing anger. Accidental or not, at least Amazon knows that it’s users won’t stand for it.
April 13th, 2009 at 7:04 am
@zachary — “The way they handle it will really determine whether or not I remain a customer at all.” I am in total agreement. It feels, to me, like a horrible betrayal by a good friend. I buy many things from Amazon from books to cds to electronics, but this action really hurts. I, too, will be waiting to see how they handle this “error” to see if I remain a customer as well.
April 13th, 2009 at 7:05 am
i also asked them to remove me from their list serve until the problem is fixed. everyone should ask that.
April 13th, 2009 at 7:10 am
Trent –
I am a loooong time reader and have never commented before and a uber-amazon purchaser. I am completely appalled by this stupid policy (yeah, I live in Vermont – lol). I sent the email! I just wish people would wake UP and realize that they are being ridiculous sometimes. Hope it helps!
April 13th, 2009 at 7:11 am
I sent mine as well. I find it hard to believe that a “glitch” caused this situation. That had to be a pretty smart “glitch” to skip disgusting books like the guide to preventing homosexuality, while targeting books with no mention of homosexuality in the title.
ditto on “The way they handle it…” so far they’re only making it worse.
April 13th, 2009 at 7:15 am
Thanks for making me aware. This is unacceptable, and I won’t put up with it. I sent the e-mail. I hope others do the same.
BTW Trent- I read daily and never told you, I LOVE YOUR BLOG!
Elizabeth
April 13th, 2009 at 7:19 am
I posted about this last night; the “glitch” thing sounds sketchy as hell but I am waiting to see how this all plays out. I am a big Amazon shopper, have been for years, but if this thing isn’t handled in a satisfactory manner I am going to have to close my account…which will kill me, trust. I was so mad last night I was going to actually open a Twitter account to rage about it. lol
April 13th, 2009 at 7:22 am
I sent an e-mail Trent. Thanks for enlightening us.
April 13th, 2009 at 7:38 am
I just checked that, it seems as though it’s only the American site, because the Canadian site didn’t have any of the books censored…
April 13th, 2009 at 7:42 am
@ Elizabeth: Ditto. Its disturbing because it says a lot about this “glitch” and its disturbing that once you remove the targeted books, the top ranked book it recommends (if i’m understanding the system and the situation correctly) is the guide to preventing homosexuality. I’m not shocked there are people that would actually publish and buy a book like that, but that doesn’t make it any less of a ridiculous stupid waste of paper.
April 13th, 2009 at 8:16 am
I will be contacting them and/or signing a petition, definitely. Horrid treatment of the LGBTQ community has made me stop shopping at stores like Wal-Mart and Meijer; although I would hate it, I would stop buying from Amazon.com if it came to that.
Or perhaps it’s just some sort of strange Day of Silence promotion…
April 13th, 2009 at 8:22 am
thank you for the number. i called and gave my email (proof i’m a customer) and asked if the filtering policy was still in effect. the customer service rep said yes indeed it is. i politely informed them they would not get my business as long as it remains. he said something muddled like it might be changed soon.
April 13th, 2009 at 8:30 am
I’m very disappointed. I know Amazon is huge, and this could be a matter of the right hand not knowing what the left hand is doing. A few bad apples given too much control over something and screwing the company over royally. It WILL depend on how Amazon deals with this outrage, but I don’t buy the “glitch” excuse for a minute. It’s the twinkie defense all over again.
April 13th, 2009 at 8:31 am
People: use Powells.com instead! It’s a locally owned (now GIANT) bookstore out of Portland,OR that does online shipping of new and used books. It’s a cool, liberal, counter-culture sort of place that treats LGBT (and everyone else) equally. This is BS on the part of Amazon.
April 13th, 2009 at 8:59 am
@Lauren — Powells.com is a really great site! I’ve even noticed that they have better prices than Amazon on some rarer books.
April 13th, 2009 at 9:00 am
@gokarm- I think what you wrote is the most likely scenario. I actually worked for Amazon for a year, when I lived in Seattle, and their treatment of LGBT workers was pretty phenomenal. They have a gay employee group that meets once a month (during company time) and the group even marches in Seattle’s Gay Pride- complete with the Amazon logo proudly displayed.
Anyway, just thought I might shed some light on their company practices. It really was a great company to work for in terms of LGBT rights, so I would hate to hear this actually turns out to be true!
April 13th, 2009 at 10:00 am
I tried out what would come up when I typed in homosexuality and my stomach dropped to the floor when I got the same results that were mentioned. I have signed the petition and requested my account be deleted. Trent, thank you for letting us know about this.
@ Patrick – It’s good to hear that there is some part of the company (first hand, too) that isn’t what is being suggested in these problems. From what Gillian’s comment said, I wouldn’t be surprised if it was just an American issue.
April 13th, 2009 at 10:52 am
I already commented above, but I just wanted to throw in that a friend posted a link to a cnet article about this on facebook, with her own quote “I didn’t know you had to be an adult to be gay…”
April 13th, 2009 at 11:08 am
Why don’t any of you believe that this is simply a glitch? Some times a glitch is simply a glitch.
April 13th, 2009 at 11:34 am
@amy because anti-gay books are not screened. if the mere mention of homosexuality were an issue, anti-gay books should be included. a very selective (non-glitch) process occured to get results this way.
April 13th, 2009 at 11:35 am
Consider the petition signed! This should be a class action lawsuit for those affected (everyone).
April 13th, 2009 at 11:46 am
@Patrick – thanks for the info – there’s hope at least! Now it really makes me wonder just who created this “glitch” and if they’ll still have a job by the end of the week!
April 13th, 2009 at 12:36 pm
I sent them the email. Thanks for letting us know! I always try to be a consumer with a conscience.
April 13th, 2009 at 2:42 pm
Hacker claims responsibility: http://i.gizmodo.com/5210424/hacker-claims-he-shoved-amazon-into-the-closet-using-inappropriate-flag-exploit
April 13th, 2009 at 6:18 pm
Not to sound insensitive to the GLBT community, but isn’t it Amazon’s right to not sell things they don’t want to? Just sayin’. And the GLBT community SHOULD shop elsewhere if this really isn’t a “glitch” to show their feelings about it, however, they shouldn’t be condemned for their beliefs, if that’s how they feel. They have a right to refuse service to anyone.
I’m only speaking legal terms here. Obviously, it’s crappy for them to do such a thing, but still. Is it not their right, just as it’s the GLBT community’s right to take their business elsewhere if they feel they’ve been wronged?
April 14th, 2009 at 11:22 am
Shop elsewhere? Where Janey? Have you tried to pick up the latest lesbian centered book at your local store lately? You won’t find it (Nore will you find The L Word DVDs which are considered = to porn). Sadly many ‘gay’ bookstores are now shut thanks to one or two book websites (Amazon being one) monopolising the market.
April 14th, 2009 at 5:13 pm
Joanne, if you have a problem with Amazon, buy directly form distributors or go to a Borders. I know they have a selection. My point is that if you have a problem with Amazon let them know it by shopping somewhere else. Amazon is not the ONLY place in the world who sells books. And monopolies occur because a company is damned good at what they do. They shouldn’t be punished for doing well. Like I said, if you’re upset, take your business elsewhere. Nothing says “I’ll show you” to a company like taking your business to their competitor.
April 15th, 2009 at 5:37 am
I see the point your making – and that may be true for straight shoppers – but somehow I don’t think you’ve ever searched for the gay and lesbian section in a bookstore. It’s most often a long pointless search. Plus many people in different parts of the world, have no choice but to buy their gay literature from AMAZON.
April 15th, 2009 at 7:37 am
Joanne, there is always a choice. Never allow yourself to think that you can’t make your voice known. Try booksamillion.com. And, yes, I have searched for that section. It was my job.