Sometimes, the difference between good PR and bad PR is communication.
In October 2006, I blogged about a condo building in Chicago that was more than 19 months late on delivery. To me, the story wasn’t that the building was delayed; that happens all the time. What was most interesting to me was that the contracted buyers actually started a blog to share information with each other about their experiences.
Because the developer’s team was not disseminating information as fast as the building’s buyers wanted, a blog looked the perfect choice to disseminate information quickly and efficiently. I can’t think of a better use of a community-like blog that this.
I also found it nice that the blog host including the following text:
Thoughtful comments and respectful opinions on the status of 657 Fulton are welcome. Off-topic, slanderous, disrespectful or abusive posts will be removed at the host’s discretion.
What I didn’t find nice? The host’s not-so-subtle decision to allow anonymous posting.
At the start, the blog behaved quite well, providing a community-like atmosphere for scores of buyers just wanting information about their building. The developer and his team chimed in, too, with updates and notes about permits and progress.
Slowly, though, the tide began to turn. As the delays grew longer, communication from the developer’s team grew more sporadic. Buyers visiting the blog were clamoring for information but all they found was each other.
Before long, with anonymous-like names like “657 Fulton”, “Angry Buyer on the 4th Floor” and “Frustrated on Fulton”, buyers in the building began to voice their anger and unrest. They wrote whatever they wanted and knew that there was no recourse. Who would ever find out the name of the real author? Libel and slander? Why not — it couldn’t be traced anyway? As I think back, even the blog’s host was never publicly named on the site.
The 657 Fulton blog then became a breeding ground for nasty remarks, rumor and conjecture about the developer, and his team. One derogatory remark led to another and led to another and led to another. Sarcasm and mean-spiritedness ruled. And, given the choice Read more