Let’s say a huge public outcry erupts against your corporation. Maybe you’re Meralco … or better yet, Petron. Or even perhaps PSALM or ERC or Napocor. What do you do?
Robert Scoble, who knows a bit about this having worked for the oft-hated Microsoft Corporation as it’s de facto chief technology evangelist, has some recommendations here for Facebook, a company that is currently facing a community storm.
Telling you to listen, quite frankly, isn’t so helpful. But to tell you in very practical terms one very concrete way to demonstrate to the public that you’re listening IS hugely helpful.
Listen. Listen. Listen. If you don’t know what I mean by that, open up Google Blog Search or Technorati. Type “Facebook” into there. Then start writing on your blog where you link to EVERYONE who has something nasty to say about you and answer their questions honestly and openly.
Of course, don’t wait for the brouhaha to break out before you start a weblog. Start that now! Or people (particularly influencers) won’t know where to turn to at the critical moment for you.