As I mentioned in the previous post “Interactive Corporate Blogs” feedback is a key aspect when discussing interactivity on blogs. However, this feedback is not always positive. There are various ways a corporation can approach unfavorable comments. If your corporation is receiving negative feedback you just need to remember one important thing: THIS FEEDBACK IS MEANT TO IMPROVE YOUR COMPANY. Whether it’s service or product related, people will not take the time to give feedback if they do not want to see some type of improvement. The way you respond to this is crucial in keeping your publics loyal.
As a corporate communicator dealing with social media, it is a good idea to outline how your company will approach censoring comments. What works for one company does not always work for another. While most corporations have some type of comment-monitoring system, some do not believe in removing comments no matter what they say. For example, Disney has a forum called “Mom’s Panel” with advice on hotels, restaurants, and theme parks for Disney’s Walt Disney World Resort. They let these individuals speak freely and candidly about these topics. While this is great to establish transparency and trust between consumers and an organization, it does not work for every company.
Other companies have formatted a filter system where comments with profanity and other phrases are removed before being posted. Dell chooses not to censor out negative comments and monitors feedback based on relevance. If the response makes sense, it is allowed on the site.
Whatever your corporation decides, it is important to think about your public and what they expect from you. Use the negative comments to better your corporation and take care not to ignore sage advice from the people using your products or services. These are the people who support your company and expect you to take action on their behalf. With feedback, the ideas come straight to you!
Feedback: Friend or Foe?
5 03 2009As I mentioned in the previous post “Interactive Corporate Blogs” feedback is a key aspect when discussing interactivity on blogs. However, this feedback is not always positive. There are various ways a corporation can approach unfavorable comments. If your corporation is receiving negative feedback you just need to remember one important thing: THIS FEEDBACK IS MEANT TO IMPROVE YOUR COMPANY. Whether it’s service or product related, people will not take the time to give feedback if they do not want to see some type of improvement. The way you respond to this is crucial in keeping your publics loyal.
As a corporate communicator dealing with social media, it is a good idea to outline how your company will approach censoring comments. What works for one company does not always work for another. While most corporations have some type of comment-monitoring system, some do not believe in removing comments no matter what they say. For example, Disney has a forum called “Mom’s Panel” with advice on hotels, restaurants, and theme parks for Disney’s Walt Disney World Resort. They let these individuals speak freely and candidly about these topics. While this is great to establish transparency and trust between consumers and an organization, it does not work for every company.
Other companies have formatted a filter system where comments with profanity and other phrases are removed before being posted. Dell chooses not to censor out negative comments and monitors feedback based on relevance. If the response makes sense, it is allowed on the site.
Whatever your corporation decides, it is important to think about your public and what they expect from you. Use the negative comments to better your corporation and take care not to ignore sage advice from the people using your products or services. These are the people who support your company and expect you to take action on their behalf. With feedback, the ideas come straight to you!