When sifting through my Web and Enterprise 2.0 folder I found this gem on Jermiah Owyang’s blog. – To give credit where it is due here’s the credit as stated by Jermiah:
On to the Goodness! This flow chart outlines a process to respond to negative blog comments and I reckon it is awesome. one of the key messages I have been spreading around the office over the last 12 months or so is that negative comments are an opportunity rather than a problem. This flowchart illustrates that in a simple and easy to follow way.
If you receive a negative comment on your or your employer’s blog, don’t freak out!
Have a look at it, then have a think about it and then decide if you want to respond and if so, how you will. Taking these steps will help you and your brand look more professional and in control.