Got a gripe with a company? Want to get sweet revenge by ranting on your blog site? Well, you can probably expect an email or call from the company you are trashing. At least that is what one blogger found to his surprise.
Blog monitoring, along with media monitoring is becoming essential part of the public relations business. But now it is becoming part of the customer service business. And that is a good thing. While social media and the internet can spread the bad news faster than any physical watercooler, they also offer the subject of these rants the opportunity to listen in. And they are beginning to. It is a Distant Early Warning system–a way of heading off serious problems before they become serious problems. For crisis communicators and issue managers the lessons ought to be obvious. If you are not putting in place a simple, easy way to track the conversations online about your organization, it’s like a company under threat of war shutting off all their radars. Not smart.