Divi Diva

While blogging is a relatively new medium for me, I am not a newbie to the web. As webmaster for a travel website for the last few years, I have always been very careful about publishing only the truth (so that even when my stat counter allowed me to determine which number I wanted to start from, I chose to start from zero). If I am not sure about something I will do more research before the item sees publication.

When I redesigned Go Baguio! recently to be more information-packed, giving site visitors my personal recommendations for restaurants, souvenir items, recreational activities and itineraries I actually saw folks walking around with printed pages of my website (you see, Baguio is a small town and you do bump into each other over and over again during high season). Then I realized how influential webmasters and bloggers could be, especially if there are very few in the same niche.

BLOG POWER

And sometimes, when I do some blog hopping, I do notice that some bloggers abuse that power. By making negative restaurant reviews when their only issue is a slight price increase, for example, thus turning potential customers away. When doing a review or a feature, real journalists focus on the good things and hardly mention the bad, unless they intend to cause some damage.

While bloggers love to tell all and sundry about their experiences, and like to be the first to post an article about some good find, I noticed also that the internet has changed the “dissatisfied customer” equation. In the hospitality service industry we were always told that one unhappy customer will complain to 20 people who will probably forget about the transgression in a few weeks or months. Nowadays, a dissatisfied customer will blog about his experience, and reach a few thousands, and leave his version of the incident in the web archives for all time!

GOOD CUSTOMER

Ideally, one should always try and give a feedback to the establishment or seller every time. For example, “The food was great!” or “Maybe you should add waiters on weekends as the service tonight was a little slow.” Owners always appreciate feedback one way or another because that implies that the customer is willing to come back. If it is a bad incident, management is to make amends over and beyond the transgression (e.g. give the meal for free or maybe a hefty discount or a fabulous dessert) and once the customer accepts the peace offering, the matter should be laid to rest. If the customer accepts it but continues to complain to others, then he is now dealing in bad faith.

Now, a blogger who does not call the attention of the management and merely blogs about the incident is acting in total bad faith. He should first complain to the proper party, and if placated, lay the matter to rest. He should only blog about it if there was no action or insufficient action on the part of the offender to placate the him or if he was treated with disrespect.

When then should a blogger complain in his blog?

1. When an item or promotion is not delivered as promised
2. When he is treated with disrespect or discriminated against
3. If the service or product is so bad or harmful that it he should warn others about it
4. When he has complained to the right party and no action has been taken to resolve the issue

PROPOSED BLOGGING CODE OF CONDUCT

I believe this is why there is talk going around that one should not say something on the web that he would not be saying in person. I do not believe though, that there should be a Blogging Code. The web is a free marketplace of ideas and each view should be welcome, no matter how stupid or insulting. In the end, the trash will be segregated from the worthy. Let the readers decide.

Now as far as public officials are concerned, I believe that that’s a free-for-all, especially in the Philippines. After all, they should be watched very closely and all their actions reported. Every blogger must be careful about libelous statements, though.

And as far as the conduct of the blog conversations is concerned, there is a move to make the internet a little more civil. That a blogger should be careful and responsible about everything that goes on in his site, even published comments. Now what’s the point of a blog if not for it’s special feature of site visitors having a conversation about the topic together with the writer? Of course comments can be moderated, but some bloggers give their readers the courtesy of instantly publishing their comments. There’s even a proposal to disallow anonymous comments. Lemme ask: Who is going to act as the Blog Police? What sanctions can they hope to impose and enforce?

All responsible bloggers can do is keep their blogs clean and fair. Any attempt to control what is written on the web smacks of censorship.

And why am I boring you with all this talk? Because I intend for Divi Diva to be a consumer site of sorts. I will rave about the good and may not necessarily include the bad in my writings, unless I feel that it is imperative for the public to be warned.

If you enjoyed this post, make sure you subscribe to my RSS feed!