Several months ago I wrote a Blog about the Washington Post’s failure to provide captioning for its online audio-only radio interviews. One commenter responded along the lines of: “What are you doing about it?”

The expected response is to send an email or letter to the offending person or company. Writing a Blog about the situation was perceived as simply complaining without taking action. That may not be the case anymore.

This morning’s Washington Post Business article titled, “Tracking Who’s Saying What About Whom: New Media Strategies’ ‘Online Analysts’ Scour the Web for Mentions of Opinion-Sensitive Clients” casts new light on the power of Blogs. Corporations are now hiring media agencies to scour the Internet, especially Blogs, for opinions and comments about their company. Some clients mentioned in the article are Coca-Cola, Burger King, AT&T, Dodge, and Ford. This list will probably grow as more companies realize the value of tapping into what one person in the article calls “the world’s largest focus group”.

Let’s compare the impact of an email/letter and a Blog entry.

An email/letter may arrive at some automated inbox/mailbox that could be rarely checked, if ever. In the case of Noelle’s complaint to Netflix, a customer service representative could respond that the issue “has been forwarded to the appropriate department”, will be “taken into consideration”, or “may be offered in the future”. Those of us who have sent emails complaining about the lack of communication access have received similar responses. The overall attitude from the company is, “we hear you, but it’s not a priority right now.”

On the other hand, a Blog reaches a wider audience, so the story could be picked up by other Bloggers or even media outlets. This could fuel the outrage about the lack of access provided by a corporation. In addition, a Blog stays on the Internet, rather than being discarded or ignored like an email or letter. Writing a Blog is tantamont to throwing a stone into a lake, the ripple effects of the action causes waves that reverberate throughout. The Blog can be picked up on search engines by like-minded people who experience the same aggravation.

Relentless criticism on a company’s decision from multiple Blogs and comments, like Netflix’s decision to leave out captioning in the development of their new online movie service, may have a better chance to create positive changes than a barage of emails/letters. Companies are more concerned about their public image than a handful of complaints. It’s time to exploit this opportunity and make our issues a priority for companies worried about their public image.

While Blogging is one method of effective advocacy, sending an email/letter to the company, contacting decision-makers and persuading them about the importance of communication access, notifying your elected representatives or even lawsuits (as a last resort) are still options that an advocate should have in their arsenal.

So next time someone asks, “What are you doing about it?”

You can safely say, “I Blogged about it.”


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