HideTechdirt is off for the long weekend! We'll be back with our regular posts tomorrow.
HideTechdirt is off for the long weekend! We'll be back with our regular posts tomorrow.

Online Criticism Isn't Just Easy, It Sticks Around Too

from the they-ruined-my-pants dept

We've noted before how some business owners feel extremely threatened by criticism on the web. The idea that anybody can become a critic and have a platform to broadcast their opinion is a scary one for businesses that don't treat their customers well. But there's another related issue here: web criticism sticks around. One blogger has noted that a post he made about how he was frustrated with his bank continues to attract comments from other annoyed customers. It's much like our post on Amazon Prime from February 2005, which thanks to the magic of search engines, continues to attract new comments every day from people upset with the way Amazon bills for the program (with some of them blaming us for it). His point is that not only does news travel quickly online, it sticks around -- just ask the maker of Kryptonite bike locks. Perhaps this is part of the reason some businesses freak out so badly when they're criticized online, and will fuel further calls from some quarters to moderate or censor user-generated business reviews and comments. But that's not a solution; the best way to deal with it is to treat your customers well.

Filed Under: criticism, user generated content
Companies: amazon


Reader Comments

Subscribe: RSS

View by: Time | Thread


  1. identicon
    Slavito, 6 Aug 2007 @ 10:18pm

    More opportunities to manipulate search results?

    Yes, which is exactly why these "freaked out" businesses hire search engine consultants whose job it is to overwhelm negative comments with higher-ranking positive comments. Supposedly, a booming industry.

    A larger point is missed though: the anonymity of comments. Who says people trashing a particular business aren't simply their competitors? And likewise, can't those praising service/products be compensated by the businesses themselves?

    I think a wise move by anybody researching a particular business would be to simply declare any forum/blog comment worthless (yep, I realize that would apply to my comment as well:) and only seriously consider brand-name blog posts whose owners don't hide their identities behind anonymous aliases.

Add Your Comment

Have a Techdirt Account? Sign in now. Want one? Register here



Subscribe to the Techdirt Daily newsletter




Comment Options:

  • Use markdown. Use plain text.
  • Remember name/email/url (set a cookie)

Follow Techdirt
Insider Shop - Show Your Support!

Advertisement
Report this ad  |  Hide Techdirt ads
Essential Reading
Techdirt Deals
Report this ad  |  Hide Techdirt ads
Techdirt Insider Chat
Advertisement
Report this ad  |  Hide Techdirt ads
Recent Stories
Advertisement
Report this ad  |  Hide Techdirt ads

Close

Email This

This feature is only available to registered users. Register or sign in to use it.