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李彥宏內(nèi)部信：強(qiáng)調(diào)用戶至上 犧牲收入在所不惜

出處：媽媽育兒網(wǎng)日期：2016-05-10 15:28:37編輯：admin

今天上午，百度公司董事長兼CEO李彥宏今日面向全員發(fā)出內(nèi)部信，信中表示：強(qiáng)調(diào)用戶至上，犧牲收入在所不惜。

以下為李彥宏內(nèi)部信全文：

勿忘初心  不負(fù)夢(mèng)想

各位百度同學(xué)：

一月份的貼吧事件、四月份的魏則西事件引起了網(wǎng)民對(duì)百度的廣泛批評(píng)和質(zhì)疑。其憤怒之情，超過了以往百度經(jīng)歷的任何危機(jī)。

這些天，每當(dāng)夜深人靜的時(shí)候，我就會(huì)想：為什么很多每天都在使用百度的用戶不再熱愛我們？為什么我們不再為自己的產(chǎn)品感到驕傲了？問題到底出在哪里？

還記得創(chuàng)業(yè)初期的百度，那時(shí)我們主要在跟谷歌等競(jìng)爭對(duì)手搶用戶，但我更怕的是它去高價(jià)挖我們的人才，谷歌完全有實(shí)力給百度的工程師們開出三倍以上的工資待遇來。后來他們進(jìn)來了，卻幾乎沒有挖動(dòng)我們什么人。細(xì)想起來，那個(gè)時(shí)候大家都憋著一股氣，要做最好的中文搜索引擎。我們每個(gè)人每天都為自己做的事情感到特別自豪。那時(shí)候我們的招聘海報(bào)經(jīng)常用一個(gè)名人的頭像，在下面配一句簡練的文字。比如用魯迅的頭像，下面配的文字就是：“是翻譯，還是用創(chuàng)作尋找中國意義？”用錢學(xué)森，文字就是：“是在海外住別墅還是回中國做導(dǎo)彈之父？”用毛澤東，文字就是“是投降，還是比敵人更強(qiáng)”……一直到今天，每當(dāng)我把這些詞句說給后來人聽時(shí)，都會(huì)幾近哽咽。在這些夢(mèng)想的感召下，我們?nèi)A聽用戶的聲音，去了解用戶的需求，在實(shí)力相差極為懸殊的情況下，一點(diǎn)點(diǎn)地贏得了中國市場(chǎng)。是我們堅(jiān)守用戶至上的價(jià)值觀為我們贏得了用戶，也正是這些用戶在貼吧里蓋樓、在知道里回答問題、在百科里編寫詞條，他們創(chuàng)造的內(nèi)容、貢獻(xiàn)的信息，讓我們區(qū)別于競(jìng)爭對(duì)手，成就了百度的輝煌。

然而今天呢？我更多地會(huì)聽到不同部門為了KPI分配而爭吵不休，會(huì)看到一些高級(jí)工程師在平衡商業(yè)利益和用戶體驗(yàn)之間糾結(jié)甚至妥協(xié)。用戶也因此開始質(zhì)疑我們商業(yè)推廣的公平性和客觀性，吐槽我們產(chǎn)品的安裝策略，反對(duì)我們貼吧、百科等產(chǎn)品的過度商業(yè)化……因?yàn)閺墓芾韺拥絾T工對(duì)短期KPI的追逐，我們的價(jià)值觀被擠壓變形了，業(yè)績?cè)鲩L凌駕于用戶體驗(yàn)，簡單經(jīng)營替代了簡單可依賴，我們與用戶漸行漸遠(yuǎn)，我們與創(chuàng)業(yè)初期堅(jiān)守的使命和價(jià)值觀漸行漸遠(yuǎn)。如果失去了用戶的支持，失去了對(duì)價(jià)值觀的堅(jiān)守，百度離破產(chǎn)就真的只有30天！

今天，百度能影響的人比以往任何時(shí)候都更多，信息的流動(dòng)比以往任何時(shí)候都更快，市場(chǎng)的環(huán)境比以往任何時(shí)候都更復(fù)雜，好的，壞的，美的，丑的，真的，假的，在網(wǎng)上都有。每天有無數(shù)的人會(huì)根據(jù)在百度搜到的結(jié)果去做決策，這也對(duì)我們的產(chǎn)品理念，行為準(zhǔn)則提出了更高的要求。我們要與時(shí)俱進(jìn)，為用戶負(fù)責(zé)！

網(wǎng)民希望我們做的事兒，我們要順應(yīng)民心和民意，積極承擔(dān)社會(huì)責(zé)任。哪些錢可以賺，怎么賺，關(guān)鍵時(shí)刻高管和員工如何選擇，這些問題時(shí)刻考驗(yàn)著我們的商業(yè)道德和行為規(guī)范。我們?cè)诮酉聛淼臅r(shí)間必須集中力量做好幾件事：

首先，是重新審視公司所有產(chǎn)品的商業(yè)模式，是否因變現(xiàn)而影響用戶體驗(yàn)，對(duì)于不尊重用戶體驗(yàn)的行為要徹底整改。我們要建立起用戶體驗(yàn)審核的一票否決制度，由專門的部門負(fù)責(zé)監(jiān)督，違背用戶體驗(yàn)原則的做法，一票否決，任何人都不許干涉。

其次，要完善我們的用戶反饋機(jī)制，傾聽用戶的聲音，讓用戶的意見能快速反映到產(chǎn)品的設(shè)計(jì)和更新中，讓用戶對(duì)產(chǎn)品和服務(wù)的評(píng)價(jià)成為搜索排名的關(guān)鍵因素。

最后，要繼續(xù)完善現(xiàn)有的先行賠付等網(wǎng)民權(quán)益保障機(jī)制，增設(shè)10億元保障基金，充分保障網(wǎng)民權(quán)益。

這些個(gè)措施，也許對(duì)公司的收入有負(fù)面影響，但我們有壯士斷腕的決心，因?yàn)槲蚁嘈?，這是正確的做法！是長遠(yuǎn)的做法！是順天應(yīng)時(shí)的做法！

十年前，我們以搜索為基礎(chǔ)，創(chuàng)立了貼吧、知道、百科等新產(chǎn)品；今天，我希望我們以人工智能為基礎(chǔ)，把語音搜索、自動(dòng)翻譯、無人車做成影響人們?nèi)粘Ｉ畹男庐a(chǎn)品。百度要跑完從大企業(yè)到偉大企業(yè)的長距離，要有拓展業(yè)務(wù)的“體力”，更要有堅(jiān)守簡單可依賴文化的“意志”。讓我們堅(jiān)守用戶至上的價(jià)值觀，為實(shí)現(xiàn)讓人們平等便捷獲取信息找到所求的使命努力拼搏，讓我們的后人為我們所做的事情感到驕傲和自豪！ 

Robin

2016-5-10

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