Negative Comments Response Template (for Social Media)
How to handle negative comments for Facebook, Twitter, LinkedIn and...
Free Download at http://www.bluewiremedia.com.au/xxxx
Bluewire Media www.bluewiremedia.com.au/ 1300 258 394 (BLUEWIRE)
@Bl...
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Negative Comments Response Template for Social Media

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Handling negative comments (and positive) on social media platforms like Facebook, Twitter, LinkedIn, need is a plan. By using this template, you'll have one in place that's easy to follow and you can be confident that you'll know what to do in the event of a social media crisis. Free yourself up to focus on the enormous benefit social media can bring to your business.

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Negative Comments Response Template for Social Media

  1. 1. Negative Comments Response Template (for Social Media) How to handle negative comments for Facebook, Twitter, LinkedIn and other social media platforms Free Download at http://www.bluewiremedia.com.au/xxxx Bluewire Media www.bluewiremedia.com.au/ 1300 258 394 (BLUEWIRE) @Bluewire_Media © 2014 by Bluewire Media v1.1 Copyright holder is licensing this under the Creative Commons License, Attribution 3.0 Please feel free to post this on your blog or email, tweet & share it with whomever. Level 1 2 3 4 5 6 Comment Positive Neutral Negative - respond Negative - ignore Negative - remove Crisis Description Anything favourable Neither good nor bad Genuine negative comment Negative comment by a "troll" (deliberate trouble-maker) Offensive, malicious or spam (it breaches your "House Rules") Legal or criminal ramifications (eg. threat of violence, breach of confidentiality, defamation, PR disaster etc) “My burger was awesome!” “I'm having a burger for lunch.” “My burger was cold and took forever.” “Burgers are evil and so are the people that eat them.” “My waitress was a %^&*.” “I'm going to burn this burger joint down.” Say thanks (Optional: screenshot it and share the love with your team) Commenting is optional Take a screenshot. Acknowledge, apologise and act to resolve the issue. Follow up Take a screenshot. Potentially warn the troll and block them if necessary but usually it's best to ignore them. The rule of thumb is "don't feed the trolls." Take a screenshot. Remove the comment and explain that it has breached "House Rules". Warn the offender and block them if necessary. (House Rules are your commenting policy - typically good manners are expected) Take a screenshot. Escalate immediately to police, legal or management for further advice as necessary. Example Response Process
  2. 2. Free Download at http://www.bluewiremedia.com.au/xxxx Bluewire Media www.bluewiremedia.com.au/ 1300 258 394 (BLUEWIRE) @Bluewire_Media © 2014 by Bluewire Media v1.1 Copyright holder is licensing this under the Creative Commons License, Attribution 3.0 Please feel free to post this on your blog or email, tweet & share it with whomever. Negative Comments Response Template (for Social Media) Lvl 1 2 3 4 5 6 Comment Positive Neutral Negative (respond) Negative (ignore) Negative (remove) Crisis Description Anything favourable Neither good nor bad Genuine negative comment Negative comment by a "troll" (deliberate trouble-maker) Offensive, malicious or spam (it breaches your "House Rules") Legal or criminal ramifications (eg. threat of violence, breach of confidentiality, defamation, PR disaster etc) Example Response Process Who's responsible? Company

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