Someone wrote a scathing review of your company’s product on their blog–now what?

Well, you can either ignore it or you can respond. In traditional PR, you’d be shirking your duties if you didn’t follow-up with the reporter. Same goes with social media, except the world can see your response. Whether the post is positive or negative, you have to comment.

Here are a few tips to ensure you comment with success:

• Take a deep breath!
  • Sometimes the excitement (or hate) can cloud a clear head. Remember, it’s the Internet and everything will be a part of your permanent record. Don’t write anything you wouldn’t want your mother/future boss/customer/client to read
• Acknowledge and thank the blogger for their feedback/comments/insight/linklove
  • Remember, we are listening now. Whether you agree with it or not, they put effort into their post and their feedback can provide a snapshot of what your customers or other reporters/bloggers are thinking
• You’re building a relationship, which means accountability and honest discussion.
  • Try to address the concerns and tell them what you are doing or plan on doing to fix any problems. If it was a positive piece, write something that can help build the discussion or add deeper insight into the topic
  • Cut the marketing speak and messaging. Read what the blogger is saying and respond as a human, not a PR-bot
• Transparency and full disclosure
  • Let readers know you are with the company or represent the company. It’s about ethics.
• DO NOT try to pad the comments with anonymous or fictitious posts
  • You may not see it when you read the post, but bloggers can see the IP address of every comment. Several comments from the same IP addy looks suspicious and a simple search can rat you out

Some stellar examples from comments in socialTNT’s past:

Related posts:

1. “You Are Doing Your Clients a Horrible Disservice”
2. “Yahoo’s Jerry Yang Doesn’t Understand Blogging”
3. “Blogboarding: A Blog is Not an Ad”

This weekend, all eyes turned to the blogosphere to watch as the Microhoo deal fell through. Jerry Yang, CEO of Yahoo, also turned to blogging to plead his case. Sadly, the blog became a PR mechanism and one-sided message delivery system. Take a look at a few quotes:

“Our first quarter was probably one of the most exciting quarters in our history in terms of delivering innovative products and services that really move the needle and make a difference for our users and customers: Acquiring Maven Networks. Launching Buzz, OneSearch 2.0, voice-activated mobile search, video on Flickr, Shine….”

“So, what’s next? With Microsoft’s withdrawal, we’ll be better able to focus our energy on growing our industry leadership and maximizing value for stockholders. We’ll continue to execute on our plan — making your Internet experience as personal, relevant, open and social as possible, serving advertisers so well they insist on working with us, and opening up Yahoo! in a way that developers dream of.”

It’s a great letter to shareholders–or a press release–but it’s not a blog post. As we’ve mentioned before, a blog is a conversation. If Jerry wants to use it to put out company messages, that’s fine, but what’s the point. He’s losing a chance to re-energize the Yahoo user base.

Take a look at sampling of some of the comments:

A user named Jive sums it up best: “Above all, listen to us, your consumer, because we use your products and have specific wants, habits, usage etc.”

Wanna make it back on top, Jerry? Here are some suggestions:

• First off, read and respond to some of the comments on this post. There are a lot of people with great ideas. You also need to think about the harsh criticism and respond thoughtfully.
• Ask questions and listen.
• Set up an Ideastorm type forum for people to leave suggestions and then close the feedback loop. Let users know they are being listened to and that their ideas are gaining traction. You want people to know that Yahoo! has changed? Show them by letting them get involved in product development.
• Set up a community manager and go address the concerns in the blogosphere head on. Let them know that Yahoo wants to embrace the Internet again. Stop thinking 1.0 and start embracing your users and their voices.

Jerry, I love Yahoo. You guys have so many great properties, but they are all disconnected. If you read the comments on your post, you’ll see many users feel the same way. You’ll also see that most of them still love Yahoo. Give them something to get excited about. Your users make or break the company. If you listen to them–and interact with them–they will welcome you back with open arms. I guarantee it.

What do you think? Did Jerry’s post legitimately address user concerns? What do you think Yahoo should do to reengage its user base?

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Related posts:

1. “Say No to No Comment: How to Answer Negative Blog Posts”
2. “Breadcrumbs: Using Curiosity to Strategically Reach Audiences”
3. “MacBook Error: Six Tips To Apple On Social Media Marketing”