Comments on: Dealing With It

By: Jessica

Jessica — Wed, 10 Oct 2007 00:32:24 +0000

Another suggestion (in addition to posting apology on own blog) is looking into posting a Google comment on the piece. That way, someone who Googles RP (and finds “scandal” in top 10 results) would also see their official comment appear next to those pieces. I hear it’s a great crisis management tool.

By: AmyT of www.diabetesmine.com

AmyT of www.diabetesmine.com — Mon, 08 Oct 2007 17:02:22 +0000

Speaking of mistakes, check out this "cringer" by LifeScan's agency: http://www.diabetesmine.com/2007/10/lifescan-market.html

By: Dan Schawbel

Dan Schawbel — Sun, 07 Oct 2007 19:15:34 +0000

It’s important to have integrity, speak the truth and be “on brand” or these situations will occur. Blogging is a powerful medium and search engines enjoy blog posts, so you need to be careful what you write about.

By: Cathy Summers

Cathy Summers — Fri, 05 Oct 2007 20:25:48 +0000

Even with all this discussion about transparency in the blogosphere, I STILL get crazy requests from clients where they want to pitch their product in a less than transparent way. Good thing that I am used to repeating myself over and over again (I’m a parent!).

By: Dave Fleet

Dave Fleet — Fri, 05 Oct 2007 19:37:42 +0000

Great post Todd, and well framed too.

I’m equally impressed with George’s response, both above and on the RaceTalk blog. Sounds like a lesson learned indeed.

This is a great case study on transparency. On the same theme, I attended a panel discussion yesterday where David Jones (of Fleishman-Hillard) talked about the importance of being transparent online – “…you WILL get found out.”

100% true.

By: Todd Defren

Todd Defren — Fri, 05 Oct 2007 19:24:44 +0000

George, thanks for taking my post today in the spirit with which it was intended. Your own post at the RP blog does the job.

By: George Snell

George Snell — Fri, 05 Oct 2007 19:18:56 +0000

Hi Todd:
Thanks for watching our back!

I’m George Snell and work at Racepoint Group where I help spearhead media relations for OLPC (we’re all volunteers on that account).

I think you captured the essence of the situation in your post, but I’d like to point you and your readers to our RaceTalk blog.

We have, indeed, posted about it:

http://racetalk.wordpress.com/2007/10/05/a-lesson-learned/

Thanks,
George

By: Geoff Livingston

Geoff Livingston — Fri, 05 Oct 2007 18:12:10 +0000

Yes, I think you are right on. The reality about the generous web is that it’s only generous if you are accountable, open and honest. That includes owning mistakes, and making amends for them. Publicly.

Robert Scoble — like him or not — is a master of the public blog apology (see yesterday’s .NET incident).

By: vaspers the grate aka steven e. streight

vaspers the grate aka steven e. streight — Fri, 05 Oct 2007 17:02:09 +0000

Yes, in fact a “Lessons Learned–Let Our Dumb Mistakes Be Your Guide”, perhaps comical and self-deprecating, “…then genius here (that would be me) had the bright idea to…and it backfired…and we looked stupid and exploitive, but…” type post.

Put yourself down. Understate your greatness. Laugh at your errors and blunders.

Instead of “gee, we’re so sorry” which always sounds contrived and forced, try saying “gee, you’re not this dumb are you?” in a self-mocking “what were we thinking?” tone that will make people laugh and maybe even feel sorry for you because they can relate.

Edelman Trust Barometer is very helpful in assessing how much credibility any group has. PR and advertising, not so good.

:^)