Why washing your dirty laundry in public can be a good thing

'Mike, London' emailed today, pointing us to a discussion thread on the Bales Worldwide website.

He wrote:

"Did you see this humorous exchange on Bales Worldwide's website? It made me wonder about the logic of pursuing a publish all comments policy, it can quickly lead to a public row,"

Here is the background:

Bales Worldwide managing director Mandy Nickerson started blogging in a dedicated area of the operator's website in July 2008.

She used it as a platform to talk about issues as diverse as politics, HR, industry bodies, Twitter and, err, her ability to switch off (or not).

All well and good. Putting a company face in front of the public is a positive thing in this day and age of greater transparency.

But in May this year, Nickerson wrote a post titled 'What Recession?'.

After some rather fluffy comments about taking family members to airports and the like, Nickerson said:

"At the weekend, I am not saying my conversation is limited or anything but seems that everyone does want to talk about holidays so a lot of talk about different trips that are being planned or have happened.

"Certainly more than one person said to me that they were glad they had booked their holiday as it becomes more a reality it almost gives some people a new lease of life and energy."

Nickerson then went on to talk about "challenges" this year, and then continued:

"I suppose that we can all miss some good fortunes by not realising them as they pass you by, but I do think that we, at Bales, capture the greater amount of good fortune, together with a wonderfully positive spirit of optimism - always ready to take on whatever we can.

"All of us here have a well founded belief in their ability to capture every opportunity and be confident that they can deliver to you, our clients. Of which I am extremely proud off! [SIC]"

And with a relaxed "Speak to you again soon...", she signed off.

What followed a few days later, in a comment by 'John Johnson', was probably not expected.

"What recession? You tell us if you feel there is no recession why you choose earlier in the year to make 20% of your staff redundant.

"Please answer as it will help prove to your customers why you feel there is no recession.

"Interestingly, if you can't answer (or don't allow this post to be public) it probably says far more than any any answer you could give."

[He was referring to this story, published in January this year regarding 12 staff who were in consultation over their jobs]

Now, one suspects that at this point, many top execs would have done exactly what 'John' anticipated would happen - the thread would have been pulled quicker than you could say "2.38 million unemployed".

But to her enormous credit, Nickerson came back with a straight response.

"I was not trying to be flippant and no, we are not in denial of the challenges we are facing this year.

"Sir, you don't say what line of business you are in but I know that most commercial companies - travel and beyond that I have a dialogue with, all share the same view- that this a very tough period- (something I have not denied and have mentioned in previous blogs ).

"When a company is riding on success it is easy to enjoy and not look at reigning in and keeping a tighter ship but in these tougher times you do have to do a check list and run a leaner business."

Now was the dark hand of PR behind this? Probably not... The response comes across as incredibly honest, if ever so slightly defensive.

But this is actually a textbook way to respond to criticism in the transparent world of corporate forums and blogs.