The post itself was great. Since Airbnb is mostly waging a battle of perception in all of this, then the image presented by the CEO's profile picture is actually a relevant issue in this discussion.
Good call.
I'm fairly certain this is going to get me down-voted through the floor, but please at least view the picture in question prior to down-voting me for saying this.
EDIT: I've edited my comment to make it more constructive. Brian, I think you are doing a great job with AirBNB and handling this situation. Please take these comments as constructive criticism regarding the photo (in this particular situation).
If his head was raised slightly and lit more strongly, I don't think you'd feel the same way.
If it were me, I would just take a quick snapshot right now and replace that photo temporarily, until you can get some better professional shots.
Studies have shown that the first impression you get of a piece colors your perception even after you read the whole thing. Pictures have a stronger immediate emotional reaction than words do, and while the bolded "we will be implementing a $50,000 Airbnb Guarantee" definitely gives an immediate "wow, nice" feeling, it'd be even better if it wasn't dampened by the initial "uh, who's the Bond villain?"
John
We all have photos taken of us that convey personalities that aren't really our own. I don't think you're a douche, but the photo gives that impression a bit.
http://techcrunch.com/2011/07/31/another-airbnb-victim-tells...
For PR reasons you need to smile, even as JimmyL critiques the sincerity of your orthodontics. Smile on the outside and ask them in a chipper tone how you can be of service, but in the end, seriously, f* em. There's an insane amount of implementation work to do to get this 24/7 support and insurance program operational. F* em all and just plow. Pot of gold at the end of the rainbow. And your real customers and fans will thank you for it.
It was my impression too that the photo could be made more appropriate.
http://www.google.com/search?q=jill+greenberg+photo&um=1...
I wouldn't be surprised too since she's also a RISD alumn.
perception is everything and all those pics give the reader a different image for sure. more cocky, im the man kind of image.
its just that the pics dont seem right for the situation.
on a side note...i think hes a good looking dude (no homo of course lol)
It doesn't matter if you're gay. You don't need to reassure us of that.
Brian, as part of all of this crisis stuff, I think it's time to have a new profile picture taken. One where you don't look so, how should I say... 20.
From rough calculation, I'm only a couple years older, but one thing that's stood out for me visually in all of this is that ... well, let's just say that it's one of those times where looking like the young silicon valley hotshot works against you.
Having a PR shot to pull out of the drawer that looks older, more serious and decidedly less hip would do well when people are worried.
(As for the actual content of the story: well done.)
Edit: Rational or otherwise, people read a lot from a face. Heck, it's obvious that Airbnb gets that since it's part of their trust system. Since trust is a big part of what makes Airbnb tick, I think it'd be worth the time to craft a profile shot that inspires such. This may even be an inflection point in Airbnb's history where it's transitioning from the couchsurfing-but-with-money branding to I'm-trusting-these-guys-to-keep-my-home-safe.
Edit 2: So as a bit of redux, I'm genuinely surprised that this was the most upvoted comment, since it's a minor issue relative to the good that's going down (and specifically, insurance is something that I was personally rooting for since that's what'd kept me from listing a room there prior to this whole shebang.). As for the photo, I think it's actually kind of an interestingly shot, but I don't think it's the one you want plastered all over the interwebs in a crisis scenario.