Adobe Faces Backlash Over Updated Terms of Use: Lessons Learned in Communicating Legal Issues and AI Anxiety
Adobe Systems Inc. faced a customer revolt over changes in its terms of use agreement, sparking concerns over the use of generative AI and intellectual property rights. The uproar led to a rare internal reckoning within the company on how to effectively communicate complex legal issues to users.
The controversy erupted over the weekend as some Adobe customers took to social media to express outrage over updated terms of use that they believed allowed the company to seize their intellectual property and use their data to train AI models. In response, Adobe issued multiple blog posts seeking to reassure users that their content was not being stolen and pledged to rewrite the user agreement in clearer language.
Dana Rao, Adobe’s general counsel, acknowledged the need for the company to evolve its legal terms as technology advances. He stated that the updated terms of use, set to be released on June 18, will explicitly state that Adobe does not train its AI models on cloud content.
The incident highlights the growing anxiety among users, particularly in the creative industries, over privacy violations and copyright issues related to AI technology. Legal experts warn that companies can expect similar backlash in the future, emphasizing the importance of effectively communicating changes to terms of service to alleviate customer concerns.
The uproar serves as a reminder for companies to carefully consider how they present legal terms and updates to users, especially in the era of AI and heightened privacy concerns. Adobe’s experience underscores the need for clear and transparent communication with customers to build trust and avoid misunderstandings.
Moving forward, Adobe plans to test new language on customers to ensure that legal terms are easily understood by all users. The incident serves as a valuable lesson for companies navigating the complex landscape of technology and user privacy in the digital age.
