Hive strategies negativecommentsslideshare1

1,265 views

Published on

SMHN Conference Call – “Building a Strong Community: The Positive Way to Respond to Negative Comments in Social Media

0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
1,265
On SlideShare
0
From Embeds
0
Number of Embeds
70
Actions
Shares
0
Downloads
23
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide

Hive strategies negativecommentsslideshare1

  1. 1. responding to negative comments in social media a guide for hospitalsHive StrategieS HelpS HoSpitalS engage patientS tHrougH Social media.
  2. 2. don’t let fearof negative commentshold you back
  3. 3. A survey found that onlytwo percentof social media comments arenegative.
  4. 4. Focus on therewards:social media pays big dividends.
  5. 5. For success,plAn important steps:Follow these AheAd.
  6. 6. adjust yourlistening attitude Welcome negative comments.
  7. 7. • shows your community you’re real• provides useful information• opportunity to share positive message
  8. 8. monitor theconversation
  9. 9. regulArly monitoryour social networks, blogsand the web for negativecomments.
  10. 10. don’tjump the gun
  11. 11. Ask three questions:1. Who is this person?2. is he asking for a response or just venting?3. Where should the response come from?
  12. 12. folloW theseeight rules of response
  13. 13. one:don’t delAyyour response.
  14. 14. tWo:respond on thesame channel first.
  15. 15. three:be honest.
  16. 16. four:use cAlm,relaxed words.
  17. 17. five:don’tget defensive.
  18. 18. six:Focus on Feelings;don’t debate facts.
  19. 19. seven:hAve conversAtions,not arguments.
  20. 20. eight:remember hipAA;say what you can.
  21. 21. avoid the urgeto purgedon’t deletenegative comments.
  22. 22. explain anydeletions.if you must delete a comment due tolanguage or hipAA violation, explain why.
  23. 23. invite aprivate meeting
  24. 24. real namesonly, pleaserequire commentersto register usingtheir own names.
  25. 25. payoff: stronger relationshipswith patients, their families, andyour community.
  26. 26. visit www.hivestrategies.comto download a detailed e-Book on this suBject
  27. 27. dan hinmon is principal at hive strategies, a Besides being a member of the social mediafirm devoted solely to helping hospitals engage health network, dan is also a contributor topatients through social media. hive strategies healthcare communication news.does not manage hospital social media efforts.instead, hive helps hospitals establish solid social Web: www.hivestrategies.commedia strategies and mentors them through Blog: www.hivestrategies.com/social-media-startup and implementation. strategy-blog/ twitter: @hivedandan has provided marketing, advertising and dan@hivestrategies.compublic relations services to hospitals, healthcare 503.472.5512plans and physician groups for nearly 25 years,including a stint as a hospital marketing director.

×