Handling comments on your business blog
Posted 21 December 2006 at 5:14PM by Alexa Williamson in Business blogging
Comments on your business blog can be both exciting and dreadful. They're exciting when they're positive or when they indicate people are reading your posts. But they can be dreadful when they're negative, criticise your business or tell you you're wrong.
So, what should be the etiquette on answering, or even allowing, comments on your blog?
Should you allow comments?
The opportunity for readers to comment distinguishes a blog from an online press release or newsletter. Comments can also provide you with valuable feedback. So, it's generally best to allow comments.
Replying to comments makes customers happy
Don't stop with merely allowing comments. Respond to them. Commenters will see their post acknowledged will leave with a "warm fuzzy feeling". (This is an actual quote from one of our readers, who was pleased we replied to their comment on a previous post. As the user said, "it's amazing how few companies (even those in the business of communications) demonstrate the slightest interest in considering the possibility that they might learn something by listening.")
Customers are impressed when a business shows that they are human too. Even if you don't have time to answer all of the comments against a post, do try to answer or acknowledge a few.
Personally, I try to answer as many comments as I can. I was so happy to get comments on my other blogging post and Christmas present ideas post, I left replies for all commenters.
Dealing with negative comments
Disallowing or ignoring comments suggests you're unwilling to listen to users. If a commenter fairly criticises one of your products or services, for example, your reputation could suffer if you fail to respond.
If you choose to moderate comments, it's okay to avoid publishing those that are irrelevant. Publishing 'house rules' will help keep commenters on the right track. Personally, we normally respond to such comments off-site via email.
So, go ahead and allow comments on your blog. And be flattered that someone has taken the time to fill in their name, email address and leave you their thoughts.
Further reading:
- Handling blog comments (Blogopreneur)
- Why negative comments are positive (Better Business Blogging)
Tags: business blogging, responding to blog comments
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