This post from Seth Godin (bottom of the post) pretty much confirms the line I was taking in Tuesdays post. Basically, theres no magic bullet for negative comments about your organisation or business. All you can do is be transparent, give a good service or deliver on the promises you make on your website or in the marketing materials you put out. I'd go a bit further and welcome the fact that people are commenting (even negatively), and take the opportunity to start to correct the image, right the perceived wrong or even just start a dialogue....