Online criticism can be hard to take. Lashing back isn’t the answer - but a diplomatic response can turn the situation around. Reese Adams, Lewis Advertising, Rocky Mount, N.C. What is the current opinion on how to handle negative blog posts about your company or brand? Respond or don’t respond? By Kathleen Ryan O’Connor, Fortune Small Business contributor Dear Reese: Many businesses, both large and small, are still grappling with Web 2.0 - so it’s not surprising that your question drew a spirited response from bloggers, experts, and academics. But before we relate their opinions, was there an easy consensus? Yes. Respond. Honestly, quickly and transparently. In nearly every circumstance, our experts thought it was best to engage with bloggers and try to find common ground. First, read the post carefully. Did the writer have...
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