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12 Principles for Responding to Negative Comments in Social Media
 

12 Principles for Responding to Negative Comments in Social Media

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How to respond to negative conversations in social media.

How to respond to negative conversations in social media.

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    12 Principles for Responding to Negative Comments in Social Media 12 Principles for Responding to Negative Comments in Social Media Presentation Transcript

    • Online Reputation Management 12 Principles for Responding to Negative Comments in Social Media Charlie Pownall Singapore - March 2012
    • 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
    • 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
    • #1 Move Fast
    • #2 Be Accurate
    • #3 Be Flexible
    • #4 Be Open
    • #5 Be Sincere
    • #6 Be Human
    • #7 Be Focused
    • #8 Follow-up
    • #9 Add Value
    • #10 Take Control
    • #11 Avoid Fights
    • #12 Don’t Censor
    • Next steps • • • • Start tracking online conversations Develop Online Response Manual Identify & train teams Initially… • Respond to misleading statements • Focus on your own channels.
    • QUESTIONS? COMMENTS? SUGGESTIONS?
    • CONNECT WITH ME: @cpownall charliepownall.com