I was recently asked to contribute to an article for iMediaConnection.com explaining how brands can use review sites to monitor their brands better. I found it a bit odd that the word “review sites” was being thrown around. To me, “social media sites” would have been a better vernacular because it would encompass all places a conversation was happening online.

This was an excellent article because it utilized a great number of experts to give their perspectives on how to monitor brands online. I wrote a great deal more than was used in the piece but I feel that I had some good coverage in there. Thanks goes to Neal Levitt, the author, for inviting me to the discussion.

I think that the quick points at the beginning of the article pretty well sum up the consensus amongst all those involved. Except I feel that advertising in areas where your brand is getting negative attention is a waste. I also feel that one of the most important points was not emphasized enough. The idea that when you find a person not happy with your brand or service, that you reach out to that person in a very public way and make amends. This puts a whole new spin on the negativity, shows the community that you care, and fuels a great PR victory that you can promote the heck out of. There you have, you have now turned a nightmare into a dream come true! There are not many chances in life for that kind of turnaround, opportunities like this are worth their weight in gold!