Tuesday, February 26, 2008

how companies should respond to blogs

On Patterico, a Southwest Airlines employee named Paula Berg gives a lesson on how companies should respond to blogs. Lessons:
1. use casual-professional language rather than legaleze
2. be positive rather than offensive or defensive
3. avoid direct criticism of your detractors
4. use light, positive humor
The responses show how successful she was.

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.

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