The Role of Bloggers in Crisis Communications

Q: [I]f bloggers have picked up that you are having customer service issues, but these issues are going to take a little while to fix, how do you keep a lid on the grumblings in the meantime, before they take on a life of their own?

A: The key thing to do is to make sure that the bloggers who are grumbling know that you are listening and you're doing everything in your power to help them, even if it's going to take some time.

How many times have you been at the fast food counter and watched someone get irate? They rant and rave and scream until someone with authority at least listens to what they have to say and then begins to act on it, even if it takes time. Then they calm down. This is the same in the b'sphere.

"Blog Buzz" [Washington Post]