BlogWorks: When Your Reputation is On the Line

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April 17, 2009

When Your Reputation is On the Line

While many fantastic, positive features can be written about our clients and industry online, it is inevitable that there will be criticism as well. Matthew Grant from MarketingProfs Daily Fix has tips to help us stay calm and respond to ‘negativity 2.0’ with a clear head:

- Lesson 1: Research Before You Respond – Even though comments can be anonymous, generally doing a bit of digging around can help you pinpoint where these comments are stemming from.
- Lesson 2: Respond with Humility – Sometimes a simple apology is the best opening line.

- Lesson 3: Accept Responsibility – Insert yourself into the conversation and provide a resolution to the problem. Be open for direct contact.
- Lesson 4: Provide a Forum for Criticism – iIf there are going to be negative things said, you might not have control over the topic but you have the ability to host the place for dialogue.
- Lesson 5: Hang in There – “It's not about being right online; it's about making sure people feel alright, even when things go wrong.”