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Transparency At MSN Works

Steve Rubel
Expert Author
Published: 2005-03-31

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MediaPost reports that when MSN unveiled its new search engine, it put up a Web page, Inside MSN, which collects user comments on the product and posts them for all to see.

Unfortunately for MSN, many of the comments are less than flattering.

I comment in the piece that I actually feel this is a good thing, provided that Microsoft listens and responds. What I am unclear on, however, is how this integrates with the feedback they are soliciting through their blog.

Added by WebProNews Editor...

From MediaPost:

Some marketing experts say that, contrary to appearances, MSN might be on to something. Steve Rubel, public relations expert and author of the popular Web log MicroPersuasion.com, said that user criticisms can actually be good for a marketing campaign. "It's great that the users can have a voice in such a visible way," said Rubel. "They're saying that we want to hear back from you on what we're doing right and what we're doing wrong."

..."I think this is very smart marketing, because by inviting negative and positive feedback, they're going to have both evangelists and vigilantes," said Rubel. "They're saying on their site that we want to hear from you; we serve you, the customer."

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About the Author:
Steve Rubel is a PR strategist with nearly 16 years of public relations, marketing, journalism and communications experience. He currently serves as a Senior Vice President with Edelman, the largest independent global PR firm.

He authors the Micro Persuasion weblog, which tracks how blogs and participatory journalism are changing the public relations practice.

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