One of your customer service reps comments on your competitor’s blog and accidentally divulges some confidential product plans. How do you handle it?
- Fire him. All of your employees need to see this as a warning to be more careful.
- Suspend him for one week and permanently ban him from blogging.
- Counsel him on his error and update your blogging policy to clearly explain the rules.
- Have all blog posts reviewed by the blogger’s manager before being published.
As scary as it may sound, it’s inevitable that mistakes will be made by your employees on the Web. If you punish the error, you may inhibit others from doing what you want—interacting with your customers. Establishing clear rules is the best approach—in fact, you may want your rules to go beyond blogging.
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