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Handle Negativity on Facebook
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Handle Negativity on Facebook

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  • 1. 1 FACEBOOK – Managing NegativityFT13476 Shubham Agarwal www.rebeccaharrietedwin.infoFT13264 Rebecca Harriet Edwin rebecca@rebeccaharrietedwin.info www.amitkumaraggarwal.comFT13104 Amit Kumar Aggarwal amit@amitkumaraggarwal.com www.ashutoshnaik.comFT13211 Ashutosh Hitesh Naik ashutosh@ashutoshnaik.comFT13379 Proprietary and Confidential Company Sudeshna Banerjee This Copyright Info Goes Here Just Like
  • 2. 2 Overview • Negativity & Facebook • Controlling Content on FB Page • Managing NegativityCompany Proprietary and Confidential Copyright Info Goes Here Just LikeThis
  • 3. 3 Negativity & Facebook • FB Pages can be an excellent way to communicate directly with customer • But this two-way conversation, may lead to negativity in the form of – – Bad Experiences – Spam/Obscene Posts – Copyright IssuesCompany Proprietary and Confidential Copyright Info Goes Here Just LikeThis
  • 4. 4Controlling Content – Preventive Steps • Posting policy which outlines - – Who is allowed to post – Who can post as the company – What people can post – Who manages the forum – What your fans are allowed to post – What happens when you get an inflammatory post – How do you handle critical posts – How do you triage and handle posts that create issues – Branding guidelines – Examples of suggested post strategies – Case studies of what has worked for your company historicallyCompany Proprietary and Confidential Copyright Info Goes Here Just LikeThis
  • 5. 5 Controlling Content • Pre-moderating • Moderating Content posts on FB Page on the WallCompany Proprietary and Confidential Copyright Info Goes Here Just LikeThis
  • 6. 6 Controlling Content • Removing users • Moderating Content from the page from another FB pageCompany Proprietary and Confidential Copyright Info Goes Here Just LikeThis
  • 7. 7 Managing Negativity 1. First and foremost, create a policy clearly outlining the rules around commenting on your Page, and ensure users know about it. 2. Keep your cool. Dont lash out at negative posts. 3. Reply publicly. Show you are in control of the situation by publicly responding. 4. Keep replies concise. Get your point across without creating paragraphs.Company Proprietary and Confidential Copyright Info Goes Here Just LikeThis
  • 8. 8 Managing Negativity 5. Reply promptly. Often silence is taken as avoidance. 6. Reply privately. Some commenter are there to make trouble, and some dont know when to stop. 7. Monitor the developing thread and keep in touch with the customer until they are satisfied with the outcome. 8. Ditch the trolls.. or not. Its not hard to spot a spammer or a troll, but do you delete them or humour them?Company Proprietary and Confidential Copyright Info Goes Here Just LikeThis
  • 9. 9Company Proprietary and Confidential Copyright Info Goes Here Just LikeThis

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