Moderation Assignment

Assignment: How would you moderate the following audience/customer comments if left on your organization’s Facebook page?


To a hotel: “I am disgusted about the state of your restaurant on 1467 Justin Kings Way. Empty tables weren’t cleared and full of remains of meals. It makes me wonder what the state of your kitchen is?!!! Gross.”

Dear ____,

I am shocked and embarrassed to hear about the condition you found the restaurant in. I can assure you that this is not typically and would greatly appreciate a brief amount of your time to discuss this matter in more details. Please email me at manager@1467justinkingsway.com or you may call me at 000-000-0000. If I can get more information regarding the time and date during which you found the restaurant in the condition you mentioned, it will aid us in getting to the bottom of the matter and properly handling the situation.

I can assure you that our restaurant kitchen is clean and has received zero infractions by any restaurant management service. As a dining facility, we are held to strict requirements and have never been penalized for being below the standard. I would so appreciate the opportunity to prove to you that how you witnessed our restaurant is not characteristic of the norm. I would like to personally invite you to our restaurant to experience our exceptional dining environment for yourself. I also would love the opportunity to apologize in person and meet you first hand. If you would like to contact me with a preferred day and time to dine with us, I will schedule your reservation and make sure that I am personally on staff to ensure all your needs are met.

My sincerest apologies,

<Name>


To a mainstream news network: “Your reporting on the Middle East is biased in the extreme. You gave almost all your air time to spokespeople for the Israelis last night and there was no right to reply for the Palestinians. The conflict upsets me so much and your reporting of it, saddens me even more and makes me f**king furious.” (Let us assume the reporting was balanced, with equal time to both sides.)

Assuming the reporting was truly balanced , it is clear that this individual was unable to see past their self-created blinders and has reached a level of anger that may not be capable of talking down. Although news networks are often criticized for their biases, as individuals we also have biases and often form them unknowingly. Even when we are aware of our biases, it is difficult to absorb information in a neutral manner.

For instance, you may write an apology letter to another individual and in it you equally share your role in the situation as well as theirs. When reading a letter of this nature with pre-determined biases of our own, it’s easy to remember the criticisms rather than the mentions of the individual apologizing and also taking responsibility for the situation. In situations such as these, it’s possible the person may never see the other side, or it will likely take a sit down conversation (which doesn’t seem like an option for the disgruntled individual blasting the mainstream news network). For this reason, I am unsure if I would advise replying, as the individual may not be able to see the other side and it is clear they are already quite perturbed, and it’s not unlikely that they will simply fire back with “colorful” language.

This may be an issues worth consulting with your co-workers or team about. If the consensus of the staff of the mainstream news channel involved in making these types of decisions was to reply, I would consider including a clip of the report she is referring to and timestamps where each party’s position is addressed to show that equal time was given to each cause, this way he/she can reference back to the clip. I would also express your deep interest, concern and respect for the matter as well (after all, that’s why you’re reporting on it), and determine amongst your team if an apology for how she felt the information was portrayed is necessary, or if it admits fault (for which we are told there was none).

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In Your Words 11

*This blog post is a  “sample post” as part of an assignment, and is strictly for educational purposes. The responses below are note on behalf of the Hilton or Hyatt hotel corporations.

Per the course lecture regarding reputation management, neither of the below review posts contain derogatory language, swearing, etc. and although some complaints are more in the hotel management’s control than others, a response is most definitely necessary and in the best interest of the hotel in regards to reputation management.

Both reviews mention areas in which improvements may be made, the Hilton review in particular includes a laundry list of items. Rather than address each individual complaint, and potentially open the the door for back and forth banter, we have instead provided an apology (as some items certainly deemed necessary), and have attempted to move the more negative review commentary offline.

While we will offer Luv2TravelWithHubby some form of compensation if she chooses to give us the opportunity by staying at our property again, we have chosen not to directly advertise this online through our response, as we feel it somewhat encourages negative reviews in hopes of receiving a freebie.

Additionally, following the negative Hilton review, we are considering running some form of giveaway promotion for online reviews to encourage more posts and push this review to the bottom more quickly.


Hilton Fort Lauderdale Marina

Hilton

Dear Luv2TravelWithHubby,

I would like to express my sincerest apologies for your less than satisfactory stay at our hotel. While it sounds as if your time with us could have been much improved, I would like to thank you for choosing to stay at the Hilton Fort Lauderdale Marina, and hope you enjoyed catching up with your former classmates.

Your concerns have been brought to the attention of our Senior Manager, John Doe, who will be reaching out to you via the email address you provided at check-in. If you would prefer, you are also more than welcome to contact him directly by phone at (954)463-4000, as we would like to compensate you for your less that satisfactory stay.

We take pride in our Florida Residents “It Pays to Get Away” program and it is of utmost importance to our property management to keep our Floridians satisfied. We hope if you should choose to visit us again after speaking with John, that you don’t in fact pitch a tent, but rather take full advantage of our properties amenities and enjoy intracoastal views from an upgraded room and while dining at Nanking.

We would like to thank you for your feedback and always welcome constructive criticism, as it is one of the best ways to improve our property.

Sincerely,

Jane Doe, Social Media Manager of the Hilton Fort Lauderdale Marina


 

Hyatt Regency Orlando

Hyatt

Dear Travelwith3kiddos

Thank you for choosing to stay at the Hyatt Regency Orlando. We are thrilled to hear you previously had a positive business trip experience and decided to return and take advantage of our Family Fun Hotel Package. It sounds as if you have your hands full with “three kiddos” – we’re so glad you were able to take some time to relax at the spa. We pride ourselves in our staff and the level of service, and are delighted to hear you were satisfied with our staff, both at check in and at Florenzo Italian Steakhouse. It sounds as if your family experienced one of our infamous Florida storms – its great to know the children were able to still enjoy the pool despite the weather.

Thank you for recommending the Hyatt Regency in Orlando. We hope to see you and your family again next summer.

Sincerely,

Jane Doe, Social Media Manager of the Hyatt Regency Orlando