IT in the Ad Biz

Aug 4 2008   8:33PM GMT

User Feedback via Company Blogs

JohnWilder John Wilder Profile: JohnWilder

We had an interesting post on our company blog (internal) today. It was a very negative post regarding Microsoft PowerPoint 2008 for the Mac. We’re not particularly heavy users of PowerPoint on the Mac platform, so I’m not terribly concerned about the perceptions regarding this particular product, however it does raise some interesting questions regarding the use of company blogs.

As those of us in the IT community know, perception can easily become reality in our business. When a negative groundswell exists regarding a technology product, it can become exceedingly difficult to support it. I’ve seen it work in reverse as well, where people fall in love with products, and before we know it we’re rolling something out much more rapidly than we expected.

It’s up to us to attempt to control these perceptions, whether they arise on blogs or in the hallway. We need to stay on top of what’s being said, and we need to counter these arguments when necessary. In my own case this morning, the particular user doing the commenting was someone whom we respect and was asked to evaluate the software. We defended ourselves with an explanation about how we test and deploy new software, and hopefully a little bit of humor. In the future, I’m going to be a little clearer about asking them to at least give me a heads-up before they go public with a negative review, but I’m also not going to attempt to censor the discussion.

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