1. use casual-professional language rather than legalezeThe responses show how successful she was.
2. be positive rather than offensive or defensive
3. avoid direct criticism of your detractors
4. use light, positive humor
I've been trying to get my own company to handle blogs more like this. Here is an example of my own blog response, although this was on a technical site where there was an actual interesting technical discussion going on, and that changes the dynamic somewhat.