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Dealing with Negative Criticism in Social Media SAP SAUG

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Laurel Papworth
Laurel Papworth

Laurel Papworth's closing keynote at SAUG SAP Plenary in Melbourne Nov 2011. 3 things you don't know about Facebook (how they do ads, Facebook currency Credits and Lists) and 8 way to deal with negative criticism in online communities

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Social Media Social Networks SAUG Plenary #SAP laurelpapworth.com Tuesday, 8 November 2011 1
Social Media Social Networks Social Media Facebook Managing Negative Comments 7 Steps to Social Media Engagement laurelpapworth.com Tuesday, 8 November 2011 2
Social Media Social Networks Laurel Papworth •slides at http://slideshare.net/silkcharm •blog at http://laurelpapworth.com •email laurel@laurelpapworth.com •phone +61 (0)432 684992 •Twitter @SilkCharm •iTunes Social Media Business podcast reference laurelpapworth.com Tuesday, 8 November 2011 3
Social Media Social Networks laurelpapworth.com Tuesday, 8 November 2011 4
Social Media Social Networks laurelpapworth.com Tuesday, 8 November 2011 5
Social Media Social Networks http://laurelpapworth.com/courses laurelpapworth.com Tuesday, 8 November 2011 6
Social Media Social Networks http://laurelpapworth.com/monetizing-online-communities/ laurelpapworth.com Tuesday, 8 November 2011 7
Social Media Social Networks laurelpapworth.com Tuesday, 8 November 2011 8
Social Media Social Networks laurelpapworth.com Tuesday, 8 November 2011 9
Social Media Social Networks Hmmm, what shall we buy today? laurelpapworth.com Tuesday, 8 November 2011 9
Social Media Social Networks laurelpapworth.com Tuesday, 8 November 2011 10
Social Media Social Networks laurelpapworth.com Tuesday, 8 November 2011 11
Social Media Social Networks ideasproutsmarketing laurelpapworth.com Tuesday, 8 November 2011 11
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Social Media Social Networks laurelpapworth.com Tuesday, 8 November 2011 13
Social Media Social Networks Ignore Flickr: Sokabs laurelpapworth.com Tuesday, 8 November 2011 14
Ararat Rural City Council - Official site https:// www.facebook.com/ groups/ 238483536657/ Ignore a 15 comment discussion on WINTV on staff leaving July 1 2011 Tuesday, 8 November 2011 15
Social Media Social Networks laurelpapworth.com Tuesday, 8 November 2011 16
Social Media Social Networks Sue Flickr: ArtySmokes laurelpapworth.com Tuesday, 8 November 2011 17
Tuesday, 8 November 2011 18
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Social Media Social Networks A former 2Clix senior employee of eight years said in July 2008 that 2Clix Australia's decision to liquidate was precipitated by the negative press resulting from its failed lawsuit against Whirlpool. Flickr:Sokabs laurelpapworth.com Tuesday, 8 November 2011 20
Social Media Social Networks Wired.com laurelpapworth.com Tuesday, 8 November 2011 21
Social Media Social Networks Wired.com laurelpapworth.com Tuesday, 8 November 2011 21
Social Media Social Networks laurelpapworth.com Tuesday, 8 November 2011 22
Social Media Social Networks Deflect mi9.com laurelpapworth.com Tuesday, 8 November 2011 23
Social Media Social Networks OOH! Look! Shiny Deflect mi9.com laurelpapworth.com Tuesday, 8 November 2011 23
Social Media Social Networks Conversation Diary - bury the posts Competitions and Polls laurelpapworth.com Tuesday, 8 November 2011 24
Social Media Social Networks Conversation Diary - bury the posts Competitions and Polls laurelpapworth.com Tuesday, 8 November 2011 24
Social Media Social Networks Conversation Diary - bury the posts Competitions and Polls Phone Hacking vs Riots laurelpapworth.com Tuesday, 8 November 2011 24
Social Media Social Networks Remove, Ban laurelpapworth.com Tuesday, 8 November 2011 25
Social Media Social Networks Remove Posts Ban Commenters laurelpapworth.com Tuesday, 8 November 2011 26
Social Media Social Networks laurelpapworth.com Tuesday, 8 November 2011 27
Social Media Social Networks CampusAccess.com Educate laurelpapworth.com Tuesday, 8 November 2011 28
Social Media Social Networks laurelpapworth.com Tuesday, 8 November 2011 29
Social Media Social Networks Educate the issue, not the person laurelpapworth.com Tuesday, 8 November 2011 30
Social Media Social Networks laurelpapworth.com Tuesday, 8 November 2011 31
Social Media Social Networks Confess, Promise laurelpapworth.com Tuesday, 8 November 2011 32
Social Media Social Networks $1.6 million down. Full Transparency. Brand Love = Priceless laurelpapworth.com Tuesday, 8 November 2011 33
Social Media Social Networks Fight, Stand up laurelpapworth.com Tuesday, 8 November 2011 34
Social Media Social Networks laurelpapworth.com Tuesday, 8 November 2011 35
Social Media Social Networks Video laurelpapworth.com Tuesday, 8 November 2011 36
Social Media Social Networks Own it, Wear it. laurelpapworth.com Tuesday, 8 November 2011 37
Social Media Social Networks laurelpapworth.com Tuesday, 8 November 2011 38
Social Media Social Networks laurelpapworth.com Tuesday, 8 November 2011 39
Social Media Social Networks laurelpapworth.com Tuesday, 8 November 2011 39
Social Media Social Networks laurelpapworth.com Tuesday, 8 November 2011 39
Social Media Social Networks laurelpapworth.com Tuesday, 8 November 2011 40
Social Media Social Networks From Shallow to Deep Social Media Engagement LaurelPapworth.com ©© 2009 laurelpapworth.com Tuesday, 8 November 2011 41
Social Media Social Networks From Shallow to Deep Social Media Engagement LaurelPapworth.com ©© 2009 Staff guidelines, wikis 1. Internal/Enterprise laurelpapworth.com Tuesday, 8 November 2011 41
Social Media Social Networks From Shallow to Deep Social Media Engagement LaurelPapworth.com ©© 2009 Management Listening 2. Monitoring Staff guidelines, wikis 1. Internal/Enterprise laurelpapworth.com Tuesday, 8 November 2011 41
Social Media Social Networks From Shallow to Deep Social Media Engagement LaurelPapworth.com ©© 2009 Information Provision 3. Broadcast Management Listening 2. Monitoring Staff guidelines, wikis 1. Internal/Enterprise laurelpapworth.com Tuesday, 8 November 2011 41
Social Media Social Networks From Shallow to Deep Social Media Engagement LaurelPapworth.com ©© 2009 Agency ads, filter forward 4.Viral Information Provision 3. Broadcast Management Listening 2. Monitoring Staff guidelines, wikis 1. Internal/Enterprise laurelpapworth.com Tuesday, 8 November 2011 41
Social Media Social Networks From Shallow to Deep Social Media Engagement LaurelPapworth.com ©© 2009 Time limited, viral spiked events 5. Campaign Agency ads, filter forward 4.Viral Information Provision 3. Broadcast Management Listening 2. Monitoring Staff guidelines, wikis 1. Internal/Enterprise laurelpapworth.com Tuesday, 8 November 2011 41
Social Media Social Networks From Shallow to Deep Social Media Engagement LaurelPapworth.com ©© 2009 Biz/Gov and Community together 6. Collaborative Time limited, viral spiked events 5. Campaign Agency ads, filter forward 4.Viral Information Provision 3. Broadcast Management Listening 2. Monitoring Staff guidelines, wikis 1. Internal/Enterprise laurelpapworth.com Tuesday, 8 November 2011 41
Social Media Social Networks From Shallow to Deep Social Media Engagement LaurelPapworth.com ©© 2009 Community initiates and resolves 7. Peer to Peer Biz/Gov and Community together 6. Collaborative Time limited, viral spiked events 5. Campaign Agency ads, filter forward 4.Viral Information Provision 3. Broadcast Management Listening 2. Monitoring Staff guidelines, wikis 1. Internal/Enterprise laurelpapworth.com Tuesday, 8 November 2011 41
Social Media Social Networks Laurel Papworth •slides at http://slideshare.net/silkcharm •delicious http://delicious.com/lpapworth/ sep2010 •blog at http://laurelpapworth.com •email laurel@laurelpapworth.com •phone +61 (0)432 684992 •Twitter @SilkCharm •iTunes Social Media Business podcast reference laurelpapworth.com Tuesday, 8 November 2011 42

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Dealing with Negative Criticism in Social Media SAP SAUG

  • 1. Social Media Social Networks SAUG Plenary #SAP laurelpapworth.com Tuesday, 8 November 2011 1
  • 2. Social Media Social Networks Social Media Facebook Managing Negative Comments 7 Steps to Social Media Engagement laurelpapworth.com Tuesday, 8 November 2011 2
  • 3. Social Media Social Networks Laurel Papworth •slides at http://slideshare.net/silkcharm •blog at http://laurelpapworth.com •email laurel@laurelpapworth.com •phone +61 (0)432 684992 •Twitter @SilkCharm •iTunes Social Media Business podcast reference laurelpapworth.com Tuesday, 8 November 2011 3
  • 4. Social Media Social Networks laurelpapworth.com Tuesday, 8 November 2011 4
  • 5. Social Media Social Networks laurelpapworth.com Tuesday, 8 November 2011 5
  • 6. Social Media Social Networks http://laurelpapworth.com/courses laurelpapworth.com Tuesday, 8 November 2011 6
  • 7. Social Media Social Networks http://laurelpapworth.com/monetizing-online-communities/ laurelpapworth.com Tuesday, 8 November 2011 7
  • 8. Social Media Social Networks laurelpapworth.com Tuesday, 8 November 2011 8
  • 9. Social Media Social Networks laurelpapworth.com Tuesday, 8 November 2011 9
  • 10. Social Media Social Networks Hmmm, what shall we buy today? laurelpapworth.com Tuesday, 8 November 2011 9
  • 11. Social Media Social Networks laurelpapworth.com Tuesday, 8 November 2011 10
  • 12. Social Media Social Networks laurelpapworth.com Tuesday, 8 November 2011 11
  • 13. Social Media Social Networks ideasproutsmarketing laurelpapworth.com Tuesday, 8 November 2011 11
  • 14. Social Media Social Networks laurelpapworth.com Tuesday, 8 November 2011 12
  • 15. Social Media Social Networks laurelpapworth.com Tuesday, 8 November 2011 13
  • 16. Social Media Social Networks Ignore Flickr: Sokabs laurelpapworth.com Tuesday, 8 November 2011 14
  • 17. Ararat Rural City Council - Official site https:// www.facebook.com/ groups/ 238483536657/ Ignore a 15 comment discussion on WINTV on staff leaving July 1 2011 Tuesday, 8 November 2011 15
  • 18. Social Media Social Networks laurelpapworth.com Tuesday, 8 November 2011 16
  • 19. Social Media Social Networks Sue Flickr: ArtySmokes laurelpapworth.com Tuesday, 8 November 2011 17
  • 24. Social Media Social Networks A former 2Clix senior employee of eight years said in July 2008 that 2Clix Australia's decision to liquidate was precipitated by the negative press resulting from its failed lawsuit against Whirlpool. Flickr:Sokabs laurelpapworth.com Tuesday, 8 November 2011 20
  • 25. Social Media Social Networks Wired.com laurelpapworth.com Tuesday, 8 November 2011 21
  • 26. Social Media Social Networks Wired.com laurelpapworth.com Tuesday, 8 November 2011 21
  • 27. Social Media Social Networks laurelpapworth.com Tuesday, 8 November 2011 22
  • 28. Social Media Social Networks Deflect mi9.com laurelpapworth.com Tuesday, 8 November 2011 23
  • 29. Social Media Social Networks OOH! Look! Shiny Deflect mi9.com laurelpapworth.com Tuesday, 8 November 2011 23
  • 30. Social Media Social Networks Conversation Diary - bury the posts Competitions and Polls laurelpapworth.com Tuesday, 8 November 2011 24
  • 31. Social Media Social Networks Conversation Diary - bury the posts Competitions and Polls laurelpapworth.com Tuesday, 8 November 2011 24
  • 32. Social Media Social Networks Conversation Diary - bury the posts Competitions and Polls Phone Hacking vs Riots laurelpapworth.com Tuesday, 8 November 2011 24
  • 33. Social Media Social Networks Remove, Ban laurelpapworth.com Tuesday, 8 November 2011 25
  • 34. Social Media Social Networks Remove Posts Ban Commenters laurelpapworth.com Tuesday, 8 November 2011 26
  • 35. Social Media Social Networks laurelpapworth.com Tuesday, 8 November 2011 27
  • 36. Social Media Social Networks CampusAccess.com Educate laurelpapworth.com Tuesday, 8 November 2011 28
  • 37. Social Media Social Networks laurelpapworth.com Tuesday, 8 November 2011 29
  • 38. Social Media Social Networks Educate the issue, not the person laurelpapworth.com Tuesday, 8 November 2011 30
  • 39. Social Media Social Networks laurelpapworth.com Tuesday, 8 November 2011 31
  • 40. Social Media Social Networks Confess, Promise laurelpapworth.com Tuesday, 8 November 2011 32
  • 41. Social Media Social Networks $1.6 million down. Full Transparency. Brand Love = Priceless laurelpapworth.com Tuesday, 8 November 2011 33
  • 42. Social Media Social Networks Fight, Stand up laurelpapworth.com Tuesday, 8 November 2011 34
  • 43. Social Media Social Networks laurelpapworth.com Tuesday, 8 November 2011 35
  • 44. Social Media Social Networks Video laurelpapworth.com Tuesday, 8 November 2011 36
  • 45. Social Media Social Networks Own it, Wear it. laurelpapworth.com Tuesday, 8 November 2011 37
  • 46. Social Media Social Networks laurelpapworth.com Tuesday, 8 November 2011 38
  • 47. Social Media Social Networks laurelpapworth.com Tuesday, 8 November 2011 39
  • 48. Social Media Social Networks laurelpapworth.com Tuesday, 8 November 2011 39
  • 49. Social Media Social Networks laurelpapworth.com Tuesday, 8 November 2011 39
  • 50. Social Media Social Networks laurelpapworth.com Tuesday, 8 November 2011 40
  • 51. Social Media Social Networks From Shallow to Deep Social Media Engagement LaurelPapworth.com ©© 2009 laurelpapworth.com Tuesday, 8 November 2011 41
  • 52. Social Media Social Networks From Shallow to Deep Social Media Engagement LaurelPapworth.com ©© 2009 Staff guidelines, wikis 1. Internal/Enterprise laurelpapworth.com Tuesday, 8 November 2011 41
  • 53. Social Media Social Networks From Shallow to Deep Social Media Engagement LaurelPapworth.com ©© 2009 Management Listening 2. Monitoring Staff guidelines, wikis 1. Internal/Enterprise laurelpapworth.com Tuesday, 8 November 2011 41
  • 54. Social Media Social Networks From Shallow to Deep Social Media Engagement LaurelPapworth.com ©© 2009 Information Provision 3. Broadcast Management Listening 2. Monitoring Staff guidelines, wikis 1. Internal/Enterprise laurelpapworth.com Tuesday, 8 November 2011 41
  • 55. Social Media Social Networks From Shallow to Deep Social Media Engagement LaurelPapworth.com ©© 2009 Agency ads, filter forward 4.Viral Information Provision 3. Broadcast Management Listening 2. Monitoring Staff guidelines, wikis 1. Internal/Enterprise laurelpapworth.com Tuesday, 8 November 2011 41
  • 56. Social Media Social Networks From Shallow to Deep Social Media Engagement LaurelPapworth.com ©© 2009 Time limited, viral spiked events 5. Campaign Agency ads, filter forward 4.Viral Information Provision 3. Broadcast Management Listening 2. Monitoring Staff guidelines, wikis 1. Internal/Enterprise laurelpapworth.com Tuesday, 8 November 2011 41
  • 57. Social Media Social Networks From Shallow to Deep Social Media Engagement LaurelPapworth.com ©© 2009 Biz/Gov and Community together 6. Collaborative Time limited, viral spiked events 5. Campaign Agency ads, filter forward 4.Viral Information Provision 3. Broadcast Management Listening 2. Monitoring Staff guidelines, wikis 1. Internal/Enterprise laurelpapworth.com Tuesday, 8 November 2011 41
  • 58. Social Media Social Networks From Shallow to Deep Social Media Engagement LaurelPapworth.com ©© 2009 Community initiates and resolves 7. Peer to Peer Biz/Gov and Community together 6. Collaborative Time limited, viral spiked events 5. Campaign Agency ads, filter forward 4.Viral Information Provision 3. Broadcast Management Listening 2. Monitoring Staff guidelines, wikis 1. Internal/Enterprise laurelpapworth.com Tuesday, 8 November 2011 41
  • 59. Social Media Social Networks Laurel Papworth •slides at http://slideshare.net/silkcharm •delicious http://delicious.com/lpapworth/ sep2010 •blog at http://laurelpapworth.com •email laurel@laurelpapworth.com •phone +61 (0)432 684992 •Twitter @SilkCharm •iTunes Social Media Business podcast reference laurelpapworth.com Tuesday, 8 November 2011 42