It’s a public relations nightmare: Some blogger posts an angry rant about your company. A few other curmudgeons join in and pretty soon you’ve got a gripefest going on. Or maybe someone gets hold of an internal memo that’s not meant for public distribution and posts it for the world to see. What do you do?
In the old days, we had back-room procedures for handling problems like these, but bloggers and consumer advocacy sites don’t play by the old rules. In fact, your cease-and-desist notice is likely to become more blog fodder. In the new world of crisis communications, protests and threats don’t get you very far. You need to negotiate, admit when problems exist and not take yourself too seriously. Not that that’s easy, mind you!
Download the podcast here (11:10).