I find a lot of Restaurants in NYC using blogs as their website. This is a clever way to connect with their customers as well allow feedback to be communicated back to the management.
Having this dialogue really humanizes the interaction. When researching for places to eat one can really gain more insight when engaging in such dialogue then reading a menu and seeing a few photographs.
On the flip side, restaurants need to brave the criticism encountered. Nonetheless, if the owner responds and accept their wrong doing and show they care what their customers think, they will gain respect for their honesty and transparency.
Does this approach work for larger brands? What brands do this well?
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