Everyone in the blogosphere remembers the Kryptonite (the bike lock company) case in september 2004 and knows how the lack of information and reaction from the company has been a disaster...
Scoble and Israel have published on Naked Conversations excerpts from their email conversations those last days with Donna M. Tocci, Kryptonite’s PR manager who is bringing interesting feedback from their side of the mirror.
In the first two-three weeks we worked 18-20 hour days, every day, to formulate a plan regarding the locks and reply to the folks that were coming to us - consumers, dealers, distributors and media. Again, not being able to rewrite history, we just didn't have the man or woman power to go and answer every forum question or blogger comment - and there were quite a few, as you know. As the weeks went on and I did comment on some inaccuracies, we were blasted for 'not getting it'. Apparently, you aren't supposed to correct bloggers.Being new to the space, admittedly, we backed off a little bit at that time because, we really didn't need to rile up anyone else.
Read the full story at Naked Conversations