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李彦宏内部信：强调用户至上 牺牲收入在所不惜

发布日期：2016-05-10 15:28:37编辑：admin

今天上午，百度公司董事长兼CEO李彦宏今日面向全员发出内部信，信中表示：强调用户至上，牺牲收入在所不惜。

以下为李彦宏内部信全文：

勿忘初心  不负梦想

各位百度同学：

一月份的贴吧事件、四月份的魏则西事件引起了网民对百度的广泛批评和质疑。其愤怒之情，超过了以往百度经历的任何危机。

这些天，每当夜深人静的时候，我就会想：为什么很多每天都在使用百度的用户不再热爱我们？为什么我们不再为自己的产品感到骄傲了？问题到底出在哪里？

还记得创业初期的百度，那时我们主要在跟谷歌等竞争对手抢用户，但我更怕的是它去高价挖我们的人才，谷歌完全有实力给百度的工程师们开出三倍以上的工资待遇来。后来他们进来了，却几乎没有挖动我们什么人。细想起来，那个时候大家都憋着一股气，要做最好的中文搜索引擎。我们每个人每天都为自己做的事情感到特别自豪。那时候我们的招聘海报经常用一个名人的头像，在下面配一句简练的文字。比如用鲁迅的头像，下面配的文字就是：“是翻译，还是用创作寻找中国意义？”用钱学森，文字就是：“是在海外住别墅还是回中国做导弹之父？”用毛泽东，文字就是“是投降，还是比敌人更强”……一直到今天，每当我把这些词句说给后来人听时，都会几近哽咽。在这些梦想的感召下，我们去倾听用户的声音，去了解用户的需求，在实力相差极为悬殊的情况下，一点点地赢得了中国市场。是我们坚守用户至上的价值观为我们赢得了用户，也正是这些用户在贴吧里盖楼、在知道里回答问题、在百科里编写词条，他们创造的内容、贡献的信息，让我们区别于竞争对手，成就了百度的辉煌。

然而今天呢？我更多地会听到不同部门为了KPI分配而争吵不休，会看到一些高级工程师在平衡商业利益和用户体验之间纠结甚至妥协。用户也因此开始质疑我们商业推广的公平性和客观性，吐槽我们产品的安装策略，反对我们贴吧、百科等产品的过度商业化……因为从管理层到员工对短期KPI的追逐，我们的价值观被挤压变形了，业绩增长凌驾于用户体验，简单经营替代了简单可依赖，我们与用户渐行渐远，我们与创业初期坚守的使命和价值观渐行渐远。如果失去了用户的支持，失去了对价值观的坚守，百度离破产就真的只有30天！

今天，百度能影响的人比以往任何时候都更多，信息的流动比以往任何时候都更快，市场的环境比以往任何时候都更复杂，好的，坏的，美的，丑的，真的，假的，在网上都有。每天有无数的人会根据在百度搜到的结果去做决策，这也对我们的产品理念，行为准则提出了更高的要求。我们要与时俱进，为用户负责！

网民希望我们做的事儿，我们要顺应民心和民意，积极承担社会责任。哪些钱可以赚，怎么赚，关键时刻高管和员工如何选择，这些问题时刻考验着我们的商业道德和行为规范。我们在接下来的时间必须集中力量做好几件事：

首先，是重新审视公司所有产品的商业模式，是否因变现而影响用户体验，对于不尊重用户体验的行为要彻底整改。我们要建立起用户体验审核的一票否决制度，由专门的部门负责监督，违背用户体验原则的做法，一票否决，任何人都不许干涉。

其次，要完善我们的用户反馈机制，倾听用户的声音，让用户的意见能快速反映到产品的设计和更新中，让用户对产品和服务的评价成为搜索排名的关键因素。

最后，要继续完善现有的先行赔付等网民权益保障机制，增设10亿元保障基金，充分保障网民权益。

这些个措施，也许对公司的收入有负面影响，但我们有壮士断腕的决心，因为我相信，这是正确的做法！是长远的做法！是顺天应时的做法！

十年前，我们以搜索为基础，创立了贴吧、知道、百科等新产品；今天，我希望我们以人工智能为基础，把语音搜索、自动翻译、无人车做成影响人们日常生活的新产品。百度要跑完从大企业到伟大企业的长距离，要有拓展业务的“体力”，更要有坚守简单可依赖文化的“意志”。让我们坚守用户至上的价值观，为实现让人们平等便捷获取信息找到所求的使命努力拼搏，让我们的后人为我们所做的事情感到骄傲和自豪！ 

Robin

2016-5-10

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