The New York Times’ Frank Bruni covers how the owner of La Sirene in NYC, Didier Pawlicki, has engaged with user reviewers right online – as well as in his restaurant. It’s a great read on how to make positive use of online reviews and online word-of-mouth — plus a little bit of good old fashioned luck at being picked up by the NYT’s noted food critic!
You can see his conversations with reviewers on Citysearch here. (Note that I believe you must be a paid sponsor on Citysearch to respond to reviews.)
If you want to see what kind of reviews are out there on your own restaurant, my company, BooRah, has a free service to track your online restaurant reviews.