The recent “happening” made me realize that it is difficult for businesses to reply to comments of bloggers because their authenticity is not known. For example, it is easy for competitors or detractors to simple reply on behalf of a company, but in a very bad way.
However bloggers still demand replies and quick ones too. How then, will it be possible for the reply to be authentic, and go through to bloggers and whoever who reads the post?
Leaving comments is ideal because everyone who reads the comments will know that you replied and have a way of solving the problem. Thus, a way must be found to balance authenticity and the mass replying effect that leaving a comment will give.
One simple way that I have thought about is this:
The company collects all the complaints made on the blog within the past 3 days or do. Then, they craft their reply on their own blog. After all, how can someone else post a post on your blog? This allows us to believe its authenticity.
How then, can we make sure everyone gets the message? For it is that not everyone will read your company’s blog.
Then, the company has to go to each of the individual blog and inform them that an official reply can be found at a given url. Curious or enraged personnels can then follow the link and see the official reply. This can effectively solve the problems. However, there is much need for manpower use.
What do you all think?
You’re from NUS too? lol.
Had NN done that all along instead of going around to answer selectively, this wouldn’t even have happened.