The document discusses best practices for managing negative comments on social media sites. It provides tips for communications executives on monitoring comments, responding to negative feedback, and turning negative comments into opportunities. Key recommendations include listening first before responding, addressing issues privately when possible, focusing on facts over reactions, and using negative feedback as a chance to improve brand perception through resolution.

1. Best Practices for Managing Negative Comments on Social Networking Sites – What Communications Executives Need to Know for 2011 Alex Romanovich, Founder – Social2B Material in this webinar is for reference purposes only. This webinar is sold with the understanding that neither any of the authors nor the publisher are engaged in rendering legal, accounting, investment, or any other professional service directly through. this webinar. Neither the publisher nor the authors assume any liability for any errors or omissions, or for how this webinar or its contents are used or interpreted, or for any consequences resulting directly or indirectly from the use of this webinar. For legal, financial, strategic or any other type of advice, please personally consult the appropriate professional

16. PR versus Social Media – is there a difference? Slide 16 Public Relations Activity Social Media Activity A single publicity ‘hit’ can make a difference Sustained effort to generate activity, sentiment and client satisfaction Relationship with a few Relationship with many Needs an angle, a theme Needs a voice (and many voices) Mainly passive Can be active Can be turned on and turned off A sustainable effort >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Used to be PR activity 