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The Art of Responding to Feedback from Your Community at South by Southwest Interactive (SXSW) 2009

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Patrick O'Keefe
Patrick O'Keefe

The document discusses the art of responding to feedback from an online community. It outlines a 3 step process: 1) Appreciation - thanking people for feedback, even if it's bad, since you want feedback; 2) Acknowledgement - understanding the perspective before acting; and 3) Consideration - finding the value in feedback, being honest about what you can and cannot change, and giving accurate expectations without dismissing suggestions as "stupid". The overall message is that responding to feedback in a thoughtful way through appreciation, acknowledgement, and consideration helps build goodwill in the community.

BusinessEntertainment & HumorTechnology
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Patrick O’KeefeOwner, iFroggy Networkifroggy.comAuthor, “Managing Online Forums”managingonlineforums.com
The Art of Responding toFeedback From Your Community Feedback?@iFroggy
Feedback Can Be…Scary Feedback?@iFroggy
Feedback Can Be…Valuable Feedback?@iFroggy
Feedback Can Be…Challenging Feedback?@iFroggy
The Art of Responding to Feedback in…3 Simple Steps Feedback?@iFroggy
Step #1Appreciation“Thank You” Feedback?@iFroggy
Step #1AppreciationEven if it’s Bad Feedback?@iFroggy
Step #1AppreciationYou Want Feedback, Right? Feedback?@iFroggy
Step #2Acknowledgement“I Appreciate Your Perspective” Feedback?@iFroggy
Step #2AcknowledgementUnderstand Before You Act Feedback?@iFroggy
Wait. Pause. This is Common Sense.Are the First 2 Steps Really…Important? Feedback?@iFroggy
Words Matter(i.e. “I’m Just an Honest, Blunt Person” is NOT an Excuse) Feedback?@iFroggy
Step #3ConsiderationFinding the Value in Feedback Feedback?@iFroggy
Step #3ConsiderationStrip Away the Negative Feedback?@iFroggy
Step #3ConsiderationWhat About Trolls and Idiots? Feedback?@iFroggy
Step #3ConsiderationIf it’s Good, Use it – If it’s Not, Don’t Feedback?@iFroggy
Step #3ConsiderationFeedback Isn’t Always Actionable Feedback?@iFroggy
Step #3ConsiderationBe Honest Feedback?@iFroggy
Step #3ConsiderationHonest, Yes - Blabbermouth, No Feedback?@iFroggy
Step #3ConsiderationGive Accurate Expectations Feedback?@iFroggy
Step #3ConsiderationThere Are No “Stupid” Suggestions Feedback?@iFroggy
Step #3ConsiderationDon’t Say “No,” Frame “No” Feedback?@iFroggy
This Will be Very Smart.. or Very…Foolish(Hoping for the First One) Feedback?@iFroggy
More Feedback?! Please…Twitter: @iFroggyE-Mail: patrick@ifroggy.comSkype: patrick_okeefe
Why?
Thank You Book Signing South by Bookstore Trade Show + Exhibition Floor RIGHT NOW Also available at Barnes & Noble, on Amazon.com, the Amazon Kindle, as an eBook from Powells.com and wherever super duper, very fine books are sold. managingonlineforums.com

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