BLOG ASSESSMENT<br />NEW BLOG POST FOUND<br />Is the post positive?<br />FINAL  EVALUATION<br />You can agree with <br />p...
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Blog Assesment

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A workflow showing how you might choose to respond to blogs online. Similar to great example from the US airforce.

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Blog Assesment

  1. 1. BLOG ASSESSMENT<br />NEW BLOG POST FOUND<br />Is the post positive?<br />FINAL EVALUATION<br />You can agree with <br />post, let it stand or <br />provide a positive review.<br />Will you respond?<br />YES<br />MONITOR ONLY<br />Avoid flame wars. Monitor the<br />site for relevant information <br />and comments.<br />NO<br />AGGRESSIVE<br />Is the site overly negative and dedicated to <br />ridiculing others?<br />YES<br />YES<br />NO<br />NO<br />CORRECT THE FACTS<br />Comment with <br />factual information in <br />comment field. <br />MISGUIDED<br />Does the post have the facts wrong?<br />NO RESPONSE<br />Let the post <br />stand.<br />YES<br />NO<br />ACTIONABLE ISSUE<br />Does the post detail an unresolved customer issue? <br />SUPPORT<br />Rectify the situation.<br />Respond and act upon <br />a reasonable solution.<br />e.g. Escalate the <br />issue internally.<br />YES<br />NO<br />FINAL EVALUATION<br />Base response on present circumstances, <br />site influence and stakeholder prominence. <br />Will you respond? <br />NO RESPONSE<br />Let the post <br />stand.<br />NO<br />YES<br />BLOG RESPONSE CHECKLIST<br />TRANSPARENCY<br />OF ORIGIN<br />Your association <br />with Dell is clear. <br />e.g. KerryatDell <br />A CLEAR GOAL<br />Your response aims to<br /> achieve a desired goal.<br />Inform/Guide/<br />Document/Thank <br />PERSONALISED<br />Your response is<br />not generic. You have<br />thoroughly read the blog<br />and all related entries. <br />TONE<br />Your response <br />is conversational and<br />makes a positive<br />statement.<br />CUSTOMER FOCUSED<br />Your response <br />positions you <br />as a true customer <br />advocate. <br />

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