Amber Nashlund of Altitude Branding has a great post up geared towards corporate bloggers on the rules of engagement when dealing with online detractors.
As she puts it:
Here are some guidelines, mostly from a corporate customer service perspective, for addressing negative feedback on the web. And as always, common sense and best judgment apply.
I love her common sense approach to the topic. I was working on a post addressing this topic but then I ran across hers and decided there was no need to reinvent the wheel.
Go give it a read, especially if you are a pro blogger.
