Negative Feedback Case Study Revise

Handling Negative Feedback in Business Communications

Yvette Price is the CEO and owner of YP Group, LLC. Business Communicator’s 2.0 has been asked to come in and to help in implementing a means to deal with the negative comments generated from their clients by their own customers or disgruntled employees of these companies.

YP Group, LLC is an HR Consulting firm that offers small businesses services to develop by customizing management and development programs that fit their organizational needs and challenges. Each of the small businesses is linked with YP Group, LLC as a vendor for their HR services but each has their own individual website that offers a means for customer information and feedback. The feedback offered is communicated through individual company websites and there has been an outpouring of negative comments directed towards YP Group, LLC and some individual businesses based on some of the changes and programs implemented by YP Group.

Each of these small businesses enlisted the services of YP Group because of their lack of knowledge and need for a complete Human Resources Department. Not being fully knowledgeable of employment laws and practices made YP Group a great candidate for implementing programs to engage employees and managers by exposing them to current leadership, management and coaching practices. In developing these programs it became apparent that there was a need to revamp hiring processes, employee personnel files, job descriptions and employee assessments.

While these businesses may have been in affect for some years it is imperative to their success that they develop and maintain practices for the benefit of increasing their profits and success. Marvin’s Garden’s is a floral & catering service that has expanded its business over the metro Detroit area and has a big clientele that include several City Government agencies and two local car dealerships. WE R ITS which is a freelance computer firm specializing in creative computer services for businesses and offers contracting for ITS services to small businesses that don’t have a computer service department.

The problem is that the businesses have failed to effectively complete and conform to some of the rules and practices for employment law and as YP Group has developed and implemented its plan for action in creating and maintaining proper HR services some employees have been terminated based on falsification of records that reflect false credentials and a plan for employee assessment has made it impossible to keep employees who have failed to function according to the specifications and basic functions of their job descriptons.

Some of the employees have gone onto the websites of these two businesses and have put negative comments on the site based on accusations made that have to deal with their terminations. The employees had put in several years of employment with the companies but some functioning under false pretense although getting their job done. The employee’s who lacked proper credentials were a threat to the businesses and had potential for lawsuits. YP Group, LLC is directly linked to these companies as a contractor and each lists YP Group LLC as the company handling their HR services.How would Business communicator’s 2.0 help YP Group in dealing with the negative feedback that these individuals post on the business websites? Does BC 2.0 use a means to address the feedback directly? Does BC 2.0 find a way to filter the negative comment as a means to hide some company issues that may not be for public information?

Changing thinking about blogs

I have gathered some different understanding from the discussions with my class. I think that I didn't realize that the negativity sometimes is intentional in blogs whether its feedback or criticism and that sometimes individuals don't take into account the audience factor (hence who will read the blog postings) or how an individual will feel if they are mentioned or criticized or even what affect it could have on a business. There are sometimes honestly things that may be unaware to an individual or a business that may be better suited to be addressed in a different forum. I am really rethinking my opinions of blogs as the days go by.

Case Study

I have chosen to do a case study on how to handle negative feedback. The first thing to be mindful of is those individuals who seek to upset and cause problems or disarray. This is their method of operation and it makes them happy to make others unhappy or to upset others.
Negative feedback or comments can generate from anywhere it can be through competitors or disgruntled workers or even someone with whom you’ve done business. Depending on who is putting out the negative feedback determines what is actually said and even how.
Because businesses use blogs and other means of email and electronic communication to conduct business it is also without saying that they should be able to take the negative comments or feedback with a grain of salt but this can negatively affect the overall business. The unfortunate thing in this is the bad usually outweighs the bad when it comes to the negative feedback. The questions are then: Do you respond? If you respond how do you respond?
Responding to the negative feedback can be a form of customer service or improvement measures for businesses. The first thing that you would want to know in a business is what the issue or problem is that has intiated the negative feedback. There are several means to deal with negative comments. If you have any experience with the web, messageboards, blogging or even Facebook or MySpace profile, you have probably seen or received a negative comment. It is important to realize that not all negative comments are created equally (2008 Hills).

I have chosen to do a case study on how to handle negative feedback. The first thing to be mindful of is those individuals who seek to upset and cause problems or disarray. This is their method of operation and it makes them happy to make others unhappy or to upset others.
Negative feedback or comments can generate from anywhere it can be through competitors or disgruntled workers or even someone with whom you’ve done business. Depending on who is putting out the negative feedback determines what is actually said and even how.
Because businesses use blogs and other means of email and electronic communication to conduct business it is also without saying that they should be able to take the negative comments or feedback with a grain of salt but this can negatively affect the overall business. The unfortunate thing in this is the bad usually outweighs the bad when it comes to the negative feedback. The questions are then: Do you respond? If you respond how do you respond?
Responding to the negative feedback can be a form of customer service or improvement measures for businesses. The first thing that you would want to know in a business is what the issue or problem is that has intiated the negative feedback. There are several means to deal with negative comments. If you have any experience with the web, messageboards, blogging or even Facebook or MySpace profile, you have probably seen or received a negative comment. It is important to realize that not all negative comments are created equally (2008 Hills).