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September 12, 2005
PRWeek has an interesting article for companies trying to figure out how to navigate blogs. It talks about the services available along with advice on approaching blogs that will be helpful for companies who are new to this.
One tidbit from Waggener Edstrom SVP Lynann Bradbury:
"Bradbury cautions against a knee-jerk reaction to a negative blog that could offend the writer or a response that comes on too strong, making the person look like a corporate shill. Her advice is to offer information and give the blogger an opportunity to get involved in the issue that concerns him or her. "We say, 'inform, not influence,' and 'involve, not invoke,'" she adds."
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? Corporate Blog Responses: Inform and Involve from Weblogs Work
Heather, from Business Week, points to a great article in PRWEEK titled, "Managing the new breed of influencers." Heather pulled out an interesting and helpful quote from the article from Waggener Edstrom SVP Lynann Bradbury: "... [Read More]
Tracked on September 12, 2005 03:41 PM
That's excellent advice. Most bloggers are seeking a way to vent their anger over a company's service when they publish a rant.
Contacting the blogger directly is a great way to diffuse the situation, and 9 times out of 10 the blogger will update with a grudging apology.
Posted by: Jim Durbin at September 12, 2005 04:59 PM
Along with Jim Durbins comments re: angry customer blog rant...it also provides an opportunity for the company to identify an angry client and make their own amends if necessary
Posted by: Linette at September 15, 2005 04:19 PM