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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  • 1. 12 PRINCIPLES FOR RESPONDING TO NEGATIVE COMMENTS IN SOCIAL MEDIA @cpownall | charliepownall.com SINGAPORE | March 2012
  • 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. 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. #1 Move Fast
  • 5. #2 Be Accurate
  • 6. #3 Be Flexible
  • 7. #4 Be Open
  • 8. #5 Be Sincere
  • 9. #6 Be Human
  • 10. #7 Be Focused
  • 11. #8 Follow-up
  • 12. #9 Add Value
  • 13. #10 Take Control
  • 14. #11 Avoid Fights
  • 15. #12 Don’t Censor
  • 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. QUESTIONS?
  • 18. CONNECT WITH ME: @cpownall charliepownall.com