NO

BLOG ASSESSMENT

AGGRESSIVEIs the site overly negative and dedicated to

ridiculing others?

NEW BLOG POST FOUNDIs the post positive?

MISGUIDEDDoes the post have the facts wrong?

ACTIONABLE ISSUEDoes the post detail an unresolved customer issue?

NO MONITOR ONLYAvoid flame wars. Monitor thesite for relevant information

and comments.

BLOG RESPONSE CHECKLIST

TRANSPARENCY OF ORIGIN

Your association with Dell is clear. e.g. KerryatDell

A CLEAR GOALYour response aims to

achieve a desired goal.Inform/Guide/

Document/Thank

PERSONALISEDYour response is

not generic. You havethoroughly read the blogand all related entries.

TONEYour response

is conversational andmakes a positive

statement.

CUSTOMER FOCUSEDYour response positions you

as a true customer advocate.

FINAL EVALUATIONBase response on present circumstances,

site influence and stakeholder prominence. Will you respond?

YES

YES

NO

NO

FINAL EVALUATIONYou can agree with post, let it stand or

provide a positive review.Will you respond?

YES

NO

NO RESPONSELet the post

stand.

NO

YES

CORRECT THE FACTSComment with

factual information in comment field.

SUPPORTRectify the situation.

Respond and act upon a reasonable solution.

e.g. Escalate the issue internally.

YES

YES

NO RESPONSELet the post

stand.