Corporate Blogging: Responding To Criticism

David Smalley’s post "Corporate blogging: Macromedia baiting" discusses the Backbone Media Corporate blogging white paper. I found David’s comments about content and blogger relations strategy insightful.

“Whilst corporate blogs are good for fostering relations between customers who are fans of your company, it is an even better way to foster relations between your company and the people who openly criticize you. By actively monitoring blog search engines and feeds you can quickly get a sense of where the criticisms are coming from, and respond quickly with a human touch. As long as the complaint is not a serious one, most people reading it will quickly forgive and forget once they’ve read your rebuttal.�?

David’s right active discussion with your critics really does pay off in terms of fostering better blogger and customer relations. Having a foil to critic your work seems to be a surprisingly successful content strategy. Criticism does not have to be completely negative, feedback on improvements can actually help your product development process.

Posted by johncass at July 27, 2005 9:19 AM