12 Principles for Responding to Negative Comments in Social Media

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How to respond to negative conversations in social media.

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12 Principles for Responding to Negative Comments in Social Media

  1. 1. 12 PRINCIPLES FOR RESPONDING TO NEGATIVE COMMENTS IN SOCIAL MEDIA @cpownall | charliepownall.com SINGAPORE | March 2012
  2. 2. Online issues management principles • Actively listen for turbulence • Think laterally and connect the dots • Assume guilty until proved innocent • Everyone is a gatekeeper • Language is no barrier • Focus on your own channels
  3. 3. 12 online response principles • Move fast • Be accurate • Be flexible • Be open • Be sincere • Be human • Be focused • Follow-up • Add value • Take control • Avoid fights • Don’t censor
  4. 4. #1 Move Fast
  5. 5. #2 Be Accurate
  6. 6. #3 Be Flexible
  7. 7. #4 Be Open
  8. 8. #5 Be Sincere
  9. 9. #6 Be Human
  10. 10. #7 Be Focused
  11. 11. #8 Follow-up
  12. 12. #9 Add Value
  13. 13. #10 Take Control
  14. 14. #11 Avoid Fights
  15. 15. #12 Don’t Censor
  16. 16. Next steps • Start tracking online conversations • Develop Online Response Manual • Identify & train teams • Initially… • Respond to misleading statements • Focus on your own channels.
  17. 17. QUESTIONS?
  18. 18. CONNECT WITH ME: @cpownall charliepownall.com

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