blog assesment
Post on 26-May-2015
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NO
BLOG ASSESSMENT
AGGRESSIVEIs the site overly negative and dedicated to
ridiculing others?
NEW BLOG POST FOUNDIs the post positive?
MISGUIDEDDoes the post have the facts wrong?
ACTIONABLE ISSUEDoes the post detail an unresolved customer issue?
NO MONITOR ONLYAvoid flame wars. Monitor thesite for relevant information
and comments.
BLOG RESPONSE CHECKLIST
TRANSPARENCY OF ORIGIN
Your association with Dell is clear. e.g. KerryatDell
A CLEAR GOALYour response aims to
achieve a desired goal.Inform/Guide/
Document/Thank
PERSONALISEDYour response is
not generic. You havethoroughly read the blogand all related entries.
TONEYour response
is conversational andmakes a positive
statement.
CUSTOMER FOCUSEDYour response positions you
as a true customer advocate.
FINAL EVALUATIONBase response on present circumstances,
site influence and stakeholder prominence. Will you respond?
YES
YES
NO
NO
FINAL EVALUATIONYou can agree with post, let it stand or
provide a positive review.Will you respond?
YES
NO
NO RESPONSELet the post
stand.
NO
YES
CORRECT THE FACTSComment with
factual information in comment field.
SUPPORTRectify the situation.
Respond and act upon a reasonable solution.
e.g. Escalate the issue internally.
YES
YES
NO RESPONSELet the post
stand.
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