Step #2: Engage Outline your goals for engagement Add one network / community at a time Take advantage of online tools to help Be patient, expect some initial frustration Listen first, engage second. Be yourself, mixing personal and professional
Categories Straight Problems – Valid issue with aproduct or service. Constructive Criticism – Complaint comes with a suggestion; often from your most loyal customers Merited Attack – Though the method is an attack, the issue in question is valid. Trolling/Spam/Just Plain Bitter – Just angry; includes spammers who use negative comments about you to promote a competitor.
Step #4: Respond Straight problems = Acknowledge, explain, promote Constructive criticism = Thank, consider, inform Merited attack = Acknowledge, empathize, inform In all cases Always stay positive Remember your audience (hint, not the commenter) Avoid humor, irony or sarcasm
…Or not For comments in the “trolling / spammers / just plain bitter” category, the appropriate response in almost all cases is…nothing. Purely negative comments say more about the commentor than the commented Let the community defend you Respond indirectly if absolutely necessary In extreme cases, involved network admins