Communication Overtones Comments
Basically Verizon just said,” Our blog is not a stupid thing, so please don't write stupid things in it." That comment was amusing to me, but a very necessary one. With the increase of communication through computers it seems that people are becoming more comfortable and casual with what they say.... maybe a little too casual. This is probably what prompted the mastermind at Verizon too include this statement. People feel as though they can release any thoughts or feelings they might have onto the comment section of a blog simply because they are not face-to-face. People do not think they need to use the same level of professionalism and respect with their blog comments because they don't put a person or an organization with the blog entry. They just treat it as a web page on which to vent. It is very annoying when people voice opinions with no reasoning behind them and clutter up blogs with thoughtless jabber simply because they can. Kudos to Verizon for taking a stand!
I think that blogging corporation have to take a stand without being pretentious. The comfort level of moving away from command and control is going to be a process. I think that Verizon, by clearly stating its policy while resisting the urge to go to legalese is very brave. Now, let's see if what they write is substantial and interesting. I have added them to my feedreader.
Kami, I totally agree with your five tips. This is exactly how we advise our clients. Thanks for the check list.
In 1996 Verizon was the first telecommunications company to implement automatic tellers in its infrastructure. This saved them $70 million in the first year alone.
Verizon's new blog is just another example of how it has set itself apart from the competition.
This information is suitably satisfying for those students in Robert French's PR class. We also have blog sites to maintain, and regulating comments is something we have not yet learned.
I suggest maybe you post some tips for successful conversations in comments in Marcomblog, so the students can hear a professional opinion on the subject.
Wade; This is a great idea for a post, I will give it some thought. What do you mean by automatic tellers, I thought those were just for banks 
?
Not "ATM" in the normal sense of the phrase. Verizon implemented debt collection machines for customers to pay their service bills, instead of having to wait in line to receive human help.
Aha! thanks fo the clarification Wade
I agree with Wade. As students in Robert's wonderful class, we have been thrown into the world of blogging. I am grateful for the experience I am gaining and I know that it will serve me very well in the future. Your tips on generating successful conversation in comments are extremely helpful. We have learned the value of blogs, started our own, and actively comment on the blogs of PR professionals such as yourself. We have not yet learned ways in which to assist our future clients or companies with their blogs. Knowing how to make a blog work to your client or company's advantage is a piece of the puzzle that I feel deserves some attention.
Great post, Kami. This is an issue to which I've given much thought, and have dealt with in various ways to see which works best for me, my community, and my critics.
Back in January 2005 I covered the topic of handling unpleasant public online interactions in my Contentious.com series, "Handling Porcupines, Trolls, and Other Online Vermin."
- http://contentious.com/archives/...g-online-
vermin
In my experience, occasional unpleasantness is unavoidable in open public discourse -- and it's futile to try to prevent it from leaking onto your venue, or your reputation, entirely. Trying to create a sterilized bubble of perfect civility tends to ring false in conversational media. It always gets bumpy sometimes.
That said, I think it's important to gauge your own ability to handle occasional bumps (such as misunderstandings, accusations, snarkiness, etc.) gracefully. The catch is, you'll never know that if you don't handle some actual bumps in real public discourse. Give yourself permission to learn. If you try to protect yourself too much, you won't learn how to make it outside your bubble. And that will surely hurt you in the long run.
This is a hard thing for many people, especially corporate types, to accept about conversational media. Public discourse can be wonderful and rewarding, but it also can be difficult and people just aren't always nice out here. You need to know how to to discern between criticism / disagreement and attack; and how handle or deflect actual attacks. And in the real world you won't always be in a position to control conflict by deleting (or not approving) negative contributions to the discussion.
This is why, when an individual or organization first considers blogging, I advise them to start by reading and commenting on other blogs or on public forums first. Learn first how to wade into the diverse cultures of conversational communities. Push your comfort zone in that way first, before planting your flag in the blogosphere and inviting discussion.
This makes a big difference, I've found -- not only in terms of new bloggers not overreacting to real or imagined put-downs, but also regarding the quality of their own writing. Once you grow a thicker skin, your blogging becomes less bland and more interesting.
If you do end up on the receiving end of a rampage, however (that does happen -- it just happened to me last week) personally I think it's better to close comments on individual posts that have attracted rude comments than to close comments on an entire blog.
That's just my perspective. Others disagree with me, and that's fine.
Best,
- Amy Gahran
Hi again, Kami
Obviously, your post got me thinking. So I republished my comment, along with some context and a link to your post, on my blog The Right Conversation:
"Blogging Gets Bumpy, and that's OK"
- http://
www.rightconversation.com...ing_gets_b.html
I'd love to hear your thoughts on the points I raised, if you have a moment.
Thanks 
- Amy Gahran
Amy; Thanks for your clarification. You are right, it WILL get bumpy, but knowing how to deal with it is critical. That all-important thick skin.
I also tell my clients that unpleasantness will come and that the letting the conversation ride, within reason, will gain them credibility.
I like your idea of turning off comments for a particular post. In most cases out of control unpleasantness it often confined to one post; but not always. Sometimes banning an IP address is in order; but I don't do that unless absolutely necessary. I did it once, and only for the weekend since I knew I would be out of town. When I returned, I lifted the ban on this particular individual.
I have dealt first-hand with a troll, and more than one unpleasant exchange. But, I still think, on the whole, the blog succeeds in making my business accessible and three-dimensional - negative comments and all!
(I cross posted this comment at Right Conversation)
Hi Kami,
Your idea about turning off comments temporarily if things get messy or spammy is a good one. As well as Amy's about turning it off on an individual post. I am new to bloging and it helps to know what may be ahead.
I am curious, what is your opinion on anonymous comments?
Thanks so much,
julie susanne
Julie; It really depends on the content of said comment. I don't really have a problem with anon comments unless they are overly abusive.
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