How to Respond to Facebook Attacks

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This presentation provides real-life example and tips on how to respond to attacks on your Facebook page and manage Facebook (or other communities) effectively.

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How to Respond to Facebook Attacks

  1. 1. How To Respond To Facebook Attacks Ekaterina Walter Intel Social Media Strategist @Ekaterina
  2. 2. How To Respond to Facebook Attackshttp://bit.ly/kQhnia @Ekaterina
  3. 3. Risk? Or Golden Opportunity? The Retail Consumer Report, 2011: of those who received a reply in response to their negative review 33% turned around and posted a positive review 34% deleted their original negative review 85% of consumers said they would be willing to pay more (anywhere between 5-25% over the standard price) to ensure a superior customer experience @Ekaterina
  4. 4. Moderation Guidelines Intel is Awesome GoodContent Intel is too Expensive NotPositive Intel is @#$%@ Ugly @Ekaterina
  5. 5. Hire Experienced Community Manager @Ekaterina
  6. 6. Listen! @Ekaterina
  7. 7. Form Crisis Management Team @Ekaterina
  8. 8. Be Careful With Closing Your Page to Comments @Ekaterina
  9. 9. Choosing Which Posts To Show on Your Wall @Ekaterina
  10. 10. Let Your Fans Speak For You @Ekaterina
  11. 11. Take Conversation Somewhere Else… If Appropriate @Ekaterina
  12. 12. Know When to Walk Away @Ekaterina
  13. 13. Continue With Business As Usual @Ekaterina
  14. 14. Other Tips for Everyday Response Respond quickly Provide information every step of the way Address it offline when necessary Be honest Don’t take it personally
  15. 15. Thank You! Ekaterina Walter http://www.ekaterinawalter.com @EkaterinaFast Company Article: http://bit.ly/kQhnia

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