Why doesn’t this surprise me? I m in London today talking to a travel company. Blogging is treated with caution and, almost inevitably, the question pops up: how do we control the comments?
Control, control, control. It was almost a show-stopper for a luxury hotel group a few months ago. Equanimty returns when I reassure them comments will sit until in suspended inanimation until approved.
I am beginning to think I should shove that in at the beginning of every presentation. There might be fewer bitten fingernails before question time.
Travolution@PhoCusWright Brussels – Hotels unsure over user reviews:
A session focussing on the luxury hotel market…
Unsurprisingly the panel is keen to include user reviews – but equally lacking a shock factor is a general agreement that all comments will be moderated to ensure “malicious” activity isn’t shared with consumers.
Technorati Tags: hotelpr, publicrelations, travelpr
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And for some strange reason companies think that criticism won’t appear if they don’t have comments on a blog.
So instead criticism takes place on other sites, where they definitely have no chance of ‘control’, when they could have dealt with the comment on their own site thanks to a measured reply directly beneath it.
And for some strange reason companies think that criticism won’t appear if they don’t have comments on a blog.
So instead criticism takes place on other sites, where they definitely have no chance of ‘control’, when they could have dealt with the comment on their own site thanks to a measured reply directly beneath it.
Exactly Craig.
I tell them people are going to find ways of talking about your company, particularly if they feel upset about something you have done, or haven’t done. Allow a bit of that criticism in your comments and you can show how you are dealing with the situation.
Can’t say that suggestion always goes down well though…
Exactly Craig.
I tell them people are going to find ways of talking about your company, particularly if they feel upset about something you have done, or haven’t done. Allow a bit of that criticism in your comments and you can show how you are dealing with the situation.
Can’t say that suggestion always goes down well though…
i certainly got the impression in brussels that there is a tremendous amount of lip-service paid to some of the so-called web 2.0 concepts, but the harsh reality for some businesses – especially in the hotel sector – is that they are just plain scared of consumers and the power they now yield via the web.
Yes, you’ve got a good perspective on all of this from where you are Kevin.
It really seems the idea a guest might actually have something good to say online about their hotels will never outweigh the fear someone might say something bad on a blog.
i certainly got the impression in brussels that there is a tremendous amount of lip-service paid to some of the so-called web 2.0 concepts, but the harsh reality for some businesses – especially in the hotel sector – is that they are just plain scared of consumers and the power they now yield via the web.
Yes, you’ve got a good perspective on all of this from where you are Kevin.
It really seems the idea a guest might actually have something good to say online about their hotels will never outweigh the fear someone might say something bad on a blog.
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