Responding to Negative Comments in Social Media: A Guide for Hospitals

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If you open up listening channels, such as social platforms or blog comments, there will come a time when you receive negative comments. It’s inevitable. But you can take steps to minimize the impact — and even turn a negative comment into a positive impression for your hospital.

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Responding to Negative Comments in Social Media: A Guide for Hospitals

  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 Negative comments provide insight and opportunity.
  7. 7. treAtnegative commentslike any other complaint.
  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

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