This presentation provides real-life example and tips on how to respond to attacks on your Facebook page and manage Facebook (or other communities) effectively.

1. How To Respond To Facebook Attacks
Ekaterina Walter
Intel Social Media Strategist
@Ekaterina

2. How To Respond to Facebook Attacks
http://bit.ly/kQhnia
@Ekaterina

3. Risk? Or Golden Opportunity?
The Retail Consumer Report, 2011:
 of those who received a reply in response to their
negative review 33% turned around and posted a
positive review
 34% deleted their original negative review
 85% of consumers said they would be willing to pay
more (anywhere between 5-25% over the standard
price) to ensure a superior customer experience
@Ekaterina

4. Moderation
Guidelines
Intel is Awesome
Good
Content
Intel is too Expensive
Not
Positive
Intel is @#$%@
Ugly
@Ekaterina

5. Hire Experienced Community
Manager
@Ekaterina

6. Listen!
@Ekaterina

7. Form Crisis Management Team
@Ekaterina

8. Be Careful With Closing Your
Page to Comments
@Ekaterina

9. Choosing Which Posts To
Show on Your Wall
@Ekaterina

10. Let Your Fans Speak For You
@Ekaterina

11. Take Conversation Somewhere
Else… If Appropriate
@Ekaterina

12. Know When to Walk Away
@Ekaterina

13. Continue With Business
As Usual
@Ekaterina

14. Other Tips for Everyday
Response
 Respond quickly
 Provide information every step of the way
 Address it offline when necessary
 Be honest
 Don’t take it personally

15. Thank You!
Ekaterina Walter
http://www.ekaterinawalter.com
@Ekaterina
Fast Company Article: http://bit.ly/kQhnia