Thursday, 17 November 2011
Bring back the feedback section!
Last release, Groundspeak discontinued the feedback section of the geocaching.com website and moved it back into the forums. On the feedback section they stated they did not have the resources to implement the massive amount of feedback. However, the real reason can be found here. They were unable to shut up some people in the feedback section, ‘restricting posting ability’ as they call it.
Also ‘It’s not about the numbers’ geocaching blog figured out that the feedback section was an ongoing PR nightmare and a reputation risk. But it is not the feedback section which is causing this nightmare, it is Groundspeaks PR policy itself.
Managing your reputation starts with a good PR policy. And restricting posting ability is definitely not part of a good PR policy. These days, managing your reputation is all about good interaction with your community. The feedback section was an excellent platform for community interaction. But how can you interact with your community if you restricted their posting ability? With the many other platforms (twitter, blogs, forums) available these days, restricting posting ability has a contradictory result and is suicide for your reputation. See also ‘It’s not about the numbers’ previous blogpost about the Geocaching Spoilers YouTube channel.
A good PR policy is all about respect for both positive and negative feedback, on your own and other communication channels. Groundspeaks PR policy is the ticking time bomb for their reputation, closing the feedback section doesn't dismantle it.