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The Net may have opened worlds for corporations and consumers, but it has also made a public relations nightmare for businesses. Forums, opinion Net internet sites, blogs, and something that is publishable can smear a company's name in moments.

Don't forget, "Yours Is a Very Bad Hotel" presentation that described one customer's negative experience with a hotel chain? Hotels are run by humans. Humans make mistakes. It really is how you manage the errors that can make the difference in consumer service. Since the hotel's personnel didn't attempt to aid the consumer overcome a bad situation, the consumer lashed back and bloggers blogged it.

If the hotel is on best of its game, it would unleash its crisis management (also identified as reputation management) team to salvage its reputation whilst it can. It is feasible for a firm to overcome bad PR and come out ahead as in the situation of PG&E (California's Pacific Gas and Electric organization).

Another approach is to use World wide web monitoring to monitor on the internet articles relating to a company's activities to prepare for negative publicity. Some go additional and monitor chat rooms, newsgroups, and on the internet discussion forums.

It's like the story of the town gossip who spread false stories about its folks. A single day, he felt terrible and went to the chaplain [Rabbi, pastor, priest, or other &mdash take your pick] to ask for forgiveness. The chaplain mentioned,"I will forgive you, but you should do a thing very first."

"Take a feather pillow, cut it open, and scatter the feathers to the winds." The man believed this was a strange request, but it was a easy sufficient activity, and he did it gladly. When he returned to inform the chaplain that he had accomplished it, the chaplain stated, "Now, go and gather the feathers. Because you can no far more make amends for the harm your words have done than you can recollect the feathers."

The identical can occur to a organization without a crisis management plan in spot. It is feasible to survive the crisis and thrive as PG&E did. Don't anticipate Worldcom to pull out of its Enron-like mess. Fraud is not excusable. And Martha Stewart? She has hired a public relations strategist firm in an effort to do harm handle. It'll be worth watching to see what takes place in her situation and how the PR firm attempts to save her reputation. Did you know there is a recall on one particular of her goods? Adds fuel to the fire, doesn't it? high quality reputation management tactics