|
|
|
What HP Has Learned From Blogging
logging has gone customer posted a legitimate
mainstream. It has reached comment on David Gee’s blog about
a critical mass. Companies the not-so-good experience he had
are starting to wake up to the when he upgraded his media center
mighty power of blogs and the personal computer. The comment
heightened voice of the customer was immediately erased and his HP
fueled by blogs. What HP has passport (requirement to be able
learned from blogging clearly to leave comments) was revoked.
validates this fact. Angered, he retorted by blogging
about the incident. The tech
HP Commits A Blunder blogging community, pretty tight
and fast got wind of the news and
Hewlett-Packard Company (HP) is a a storm ensued. David Gee was
technology company that operates taken to task and the comment was
in more than 170 countries reinstated. He apologized and
worldwide. It has also launched a admitted that it was a humbling
blog program to further enable it learning experience. He further
to connect with customers and reiterated that HP is making an
build beneficial long-term all-out effort to maintain an
relationships. However, its blog honest and open dialogue with
program met a snag when one of customers. They want to hear from
its blogger, David Gee, head of the customers.
worldwide marketing for HP’s
management software business The incident has taught HP a
deleted a negative comment on his valuable lesson in dealing with
blog. It elicited a damaging customer comments. Understanding
backlash from the blogging that there are inherent risks
community. involved in blogging, HP has
developed a blogging policy and a
It all started when an HP set of guidelines for blogging
responsibilities to mitigate blogging a different and exciting
these risks. Acknowledging that medium. Blogging, at its best, is
negative comments are inevitable, a two way conversation. But
HP’s strategy is to politely getting negative or critical
respond further expounding the comments do happen in the
facts as the blogger sees them. blogosphere. When blogging
Keeping the dialogue constructive publicly, offering opinions and
and flowing forward instead of views to the world, negative
engaging in a useless and responses will occur. Some are
unfavorable debate will be just constructive criticisms but
standard policy. others can really be downright
nasty. So, how does one deal with
Companies should realize that negative comments? Simply delete
simply deleting critical comments them?
can bring damaging repercussions
if found out. For one, company Dealing with comments means
credibility and reputation will identifying and handling
suffer. Companies should think inappropriate or off-topic
carefully how to handle negative comments. For a start, it helps
or critical comments. Unlike an to have a standard policy on
individual blogger, corporate comments and privacy. By allowing
bloggers are answerable to comments, readers should
management, shareholders, fellow understand that the company will
employees and most of all the protect their privacy by not
customers. displaying or using their e-mail
address, even if it might be
Handling Negative Comments required for making comments.
General rules and guidelines on
Discussion and the ensuing what will or will not be allowed
commentaries are what makes on the corporate blog should be
set. It is well-advised to have a information, do not delete it.
Legal Policies page that Comments, good or bad, are good
summarizes all legal issues and for business. Most businesses
stands displayed on the main adhere to this adage. A negative
site. This includes the Privacy comment gives you the opportunity
Policies and Comment Policies. to explain, persuade your readers
There are some corporate blogs and strengthen your stand about a
that incite debates or attract certain issue. You will be
controversy. It is wise to be surprised at the things you may
clear on what the company will discover about how readers
tolerate, say, name calling might perceive your products or
not be allowed. The scope of services.
topics, language, allegations,
negative discourse, and arguments If you filter out negative
should all be clearly stated in comments, there is no true
the Comments Policy. dialogue and thus no way to
change the commenter’s mind about
With a clear policy, it will be your product or service or his
easier to handle a negative perception of your business as a
comment. If you (blogger) receive whole. Use negative but
a negative comment, make sure you legitimate comments as a medium
fully understand what is being to demonstrate how your company
said. It is easy to read handles customer complaints or
something critical and hastily issues. Before responding, think
write a response that might not long and hard. Consider you
be as enlightening as it should response carefully. Do take time
be thereby causing more trouble. to evaluate the best response
If the negative comment is on that will benefit the customer
topic and calls for more and your company as well. Bear in
discussion, provide the necessary mind that the purpose of your
blog is to build and foster kindly and show your willingness
lasting relationships with your to understand. A negative comment
customers and to connect with can turn into something positive
potential customers as well. On by making an effort to take in
the other hand, if a disparaging the point of view of the
comment does not provide any help commenter.
to the topic of the post, you can
delete it. Sometimes, you will get negative
comments simply because you are
You can get rid of comments you wrong. Admit it and learn from
deem offensive. Offensive may it. You will earn the respect of
mean different things to your readers if you own up to
different people. To some, your mistakes. You and your
offensive may mean treating company’s credibility standing
someone with irreverence or will even shoot up.
contempt while to others it may
mean any comment that goes If you do not want negative
against their personal beliefs or comments to appear on your blog,
blog content and purpose. Again, you can always turn off the
you decide. comments feature on your blog.
The ball is in your hand.
If you feel the need to respond
to a negative comment, respond
About the Author:
http://www.theinternetone.net
Read more articles by: Danny Wirken
Article Source: www.iSnare.com |
|
