Know-How Exchange : Advertising/PR

Hi Phil - thank you so much for reinforcing that libelous aspect. I do already have that covered. Though that is excellent info for anyone interested who reads my question.

But really I want to know more about what you would do online to respond to it. For example, I shared a link on twitter to someone asking about integrating Google Analytics with a CMS solution. A competitor CMS solution tweeted that the article I shared was inaccurate. It was an article published on Bnet. I know the article to be true (and in this case I was a neutral party) so I simply Tweeted a response asking for factual information to disprove their article's accuracy. This banter went back and forth until a group of product evangelists squashed the CMS vendor tweeter who was disputing the accuracy of the article.

And by the way, I advise people on this - but now I feel like its too close to home. So I'm looking for more input. So I'm thinking along those lines. What would you if say someone tweeted "Company X did not deliver what they said." or "I don't like Company X I would not use their services again." In some case you can contact the person to find a resolution. But what if you already know the intent is malicious.

Phil, are you saying you would ONLY use legal means in such a case and just not respond? But then the concern is that people will believe it. I have a page on my client's website that has a list of client quotes saying how great they are. What do you think about responding "It's unfortunate this client did not share the sentiments of the vast majority of our clients (Insert Link)"???

Phil thank you again. You always put so much into answering questions.

K

I'd have a lawyer do it with a cease and desist order. REcently a CEO blasted another company and she was hit with a multi million $ lawsuit, which she had to pay.

You guys rock! Phil, I meant I was wondering if you meant you'd stick to using an attorney. I hope that didn't come across the wrong way. Cheers!

Legal issues aside (and I would use them if the posts were slanderous), I think it's important to be as transparent as possible when facing derogatory comments online. You look like the bigger, more credible source when you come out publicly and firmly but politely state your case to refute what was written.

Another way to temper the reaction when something like this happens is to build a roomful of goodwill so when something like this happens, readers are more likely to pull up the positive posts before they even get to the negative.

Regardless, use legal action when warranted, but build up goodwill in the good times so it can tamp the bad. Also speak and write transparently and when the goodwill is there to back you, you'll likely win out.

It is difficult to judge exactly what you should do without actually seeing the posts.

However, if an ex-employee is involved, I would consider sending that person a letter outlining what is covered by confidentiality and trade secrets law. If this person is using information gathered while acting as an employee of your firm - you have another legal issue to discuss. And, one that his current employer will likely not back him/her on.

Nothing like pulling money out of savings to defend yourself to shut down this kind of issue.