1. Freedom of Speech,
How Free Is It?
Bad Reviews by Tracy Lynn Stanley

2. Story Time
 Justin Kurtz – student at West Michigan University
 His car was towed even though he had a permit – forced to pay
$118 to get his car back
 Created a Facebook page called “Kalamazoo Residents against
T&J Towing”
 Within 2 days, 800 people joined the group
 Was sued by T&J Towing for $750,000 for hurting their business
 Referred to as SLAPP lawsuits

3. SLAPP
 SLAPP – Strategic Lawsuits Against Public Participation
 Used to intimidate critics
 Not used necessarily to succeed, but rather to force
defendants to back down, rather than face long and
expensive court battles
 Used against those who testify at a city council meeting or
write angry letters to their representative – and now in
modern times – against those like Justin
 Many states have an anti-SLAPP law

4. Justin’s Story Continued
 Justin’s Facebook page now has more than 12,000
members
 Currently he is countersuing the towing company with
claims of abusing the legal process
 Justin commented saying “There’s no reason I should
have to shut up because some guy doesn’t want his dirty
laundry out. It’s the power of the internet, man.”
 Do you agree with Justin?

5. Reflection
 Should we be able to say whatever we want, wherever we
want?
 Post rationally, not emotionally
 Always post knowing it is going to represent you professionally,
and yes, companies do Google you when hiring
 Keep in mind that the internet is global and that nothing is ever
truly deleted
 Are SLAPP laws justified?
 Many states are against them, along with congress considering
legislation to create a federal law banning these actions

6. How To Respond to Negative Reviews Online
 Rule 1: Stay professional and pull
the focus back from the details to
focus on a solution.
 Rule 2: No personal attacks. Write
to future prospects, not the
reviewer.
 Rule 3: Show that you are human,
not a nameless, faceless company.
 Rule 4: Know what’s being said!

7. Questions For The Class…
 Should companies be able to
go after bloggers for giving
them bad reviews?
 If so, what regulations do you
think should be in place? (i.e.
only if it isn’t accurate, only
for a reasonable price, etc.)
 Should review sites ask the
blogger specific questions,
such as what was your mood
before entering, and again
when leaving.
 If so, what questions?

8. Work Cited
 Social Media Marketing by Tracy L. Huten and Michael R.
Solomon, published by Pearson, page #172
 “Confessions of a Yelp Addict (or How Business Owners
Should Respond to Reviews” by John Stevens
http://www.customerlink.com/how-business-owners-should-
respond-to-reviews-online/
 “How to Avoid Bad Reviews” by Lollipop Local
http://lollipoplocal.co.uk/how-to-avoid-bad-reviews