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Social media: how to handle feedback

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Sherrilynne Starkie
Sherrilynne Starkie

Many organisations don't want start a blog or Facebook fanpage because they're afraid of people contributing nasty or unwelcome comments. But, with a little fore thought and advance planning, it doesn't have to be that way.

Technology
1 of 11
Feedback & Social Media Sherrilynne Starkie, MCIPR, ABCS 05 March 2010
Agenda Review of dynamics Kinds of feedback Plan to react
Traditional Corp. Communication
Social Media Communications
Stay Positive!
Feedback Categories Problems: something is definitely wrong
Feedback Categories Criticism: suggestions for improvements
Feedback Categories Attack: You screwed up
Feedback Categories Trolls: Unwarranted attack/spam
 
Questions?

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Social media: how to handle feedback

Editor's Notes

  1. .
  2. Go through the slide.
  3. the number one rule when responding to all criticism, even the negative type, is to stay positive. Sound defensive or negative and you'll fuel the fire. Adding more negativity to the conversation by letting yourself be drawn into a fight with a customer or user will only reflect poorly on your orgs.