Dealing with
negativity online
     Ignore and die.


           brought to you by




        Copyright © 2009 Pat Law
Firstly, get over it.
Not everyone will love you.



 brought to you by
 Pat Law • blankanvas.bypatlaw.com • 2009
Ever heard of anyone or any
  brand that hasn’t been
   bitch slapped before?


  brought to you by
  Pat Law • blankanvas...
My point exactly. Get over it.



  brought to you by
  Pat Law • blankanvas.bypatlaw.com • 2009
Why did it happen to me?



brought to you by
Pat Law • blankanvas.bypatlaw.com • 2009
Reason #1:
                          Your product is crap.




brought to you by
Pat Law • blankanvas.bypatlaw.com • 2009
Reason #2:
                You are arrogant and rude.




brought to you by
Pat Law • blankanvas.bypatlaw.com • 2009
Reason #3:
        You take 10 years to respond to
               his/ her request.




brought to you by
Pat Law • blanka...
Reason #4:
  He/ she was fired that day and was
         in a really bad mood.




brought to you by
Pat Law • blankanvas.b...
Reason #5:
         He/ she works for a competitor.




brought to you by
Pat Law • blankanvas.bypatlaw.com • 2009
Reason #6:
  Did I mention your product is crap?




brought to you by
Pat Law • blankanvas.bypatlaw.com • 2009
OMFG! So what do I do now?!




brought to you by
Pat Law • blankanvas.bypatlaw.com • 2009
Breathe. Go grab a cigarette. Really.




  brought to you by
  Pat Law • blankanvas.bypatlaw.com • 2009
Step #1:
Do not respond immediately. Not when
 you’re all jammed up with emotions.




brought to you by
Pat Law • blankan...
Step #2:
Evaluate the feedback. Is there truth in
          what he/she said?




brought to you by
Pat Law • blankanvas.b...
Step #3:
Remember that not all negative comments
  are harmful. Some provide valuable
        insights for your brand.



...
Step #4:
     Negative blog post = email the bugger
Negative comment left by a reader = respond with
                your ...
Don’t leave a comment ever
if it is a negative blog entry.



 brought to you by
 Pat Law • blankanvas.bypatlaw.com • 2009
It just shows that you’re more
preoccupied with what people
     think, than the blogger
         himself/ herself.


  br...
But what do I say?



brought to you by
Pat Law • blankanvas.bypatlaw.com • 2009
Step #1:
     Thank them for their time. Really.
        If they didn’t care enough,
            they won’t be arsed.




...
Step #2:
  Apologize without inviting a lawsuit.




brought to you by
Pat Law • blankanvas.bypatlaw.com • 2009
Say:
“We are sorry to hear of what
  you have to go through.”


 brought to you by
 Pat Law • blankanvas.bypatlaw.com • 20...
Don’t say:
“We are sorry we fucked up.”



 brought to you by
 Pat Law • blankanvas.bypatlaw.com • 2009
Not until you’ve confirmed you really
 did fuck up anyway. Besides, you
need to clear the apology with Legal.




  brought...
Step #3:
Address all concerns and offer a solution.




  brought to you by
  Pat Law • blankanvas.bypatlaw.com • 2009
Don’t be selective over which concern
   you’d like to address. Please.
  This person’s already pissed off.




  brought ...
Step #4:
  Ask to call them at a time of their
convenience. And leave your contact
        details with them too.




brou...
This person doesn’t think you’re a
 friend. You have no right to say “Hey
dude, I know you’re pissed, give me a
          ...
Step #5:
                        Follow up persistently




brought to you by
Pat Law • blankanvas.bypatlaw.com • 2009
If it’s a blog post you’re responding to,
and somehow, there’s no response to
       your email, then leave a blog
       ...
All that the blog comment should say is:
    Hello, this is [name] from [company]. I
dropped you a note a couple of days a...
Saying anything beyond that is
         just distasteful.




brought to you by
Pat Law • blankanvas.bypatlaw.com • 2009
Can I get the blogger to remove the
          negative blog entry
    if I’ve already apologized?




 brought to you by
 ...
Sure, if you’d like another
  negative blog entry.



brought to you by
Pat Law • blankanvas.bypatlaw.com • 2009
Don’t worry. Chances are, if you’ve clearly
shown remorse and sincerity, the blogger
      will address it on his/ her blo...
If not, well, you can talk
   about it on your own
      corporate blog.


brought to you by
Pat Law • blankanvas.bypatlaw...
Oh, do I need a corporate blog???




 brought to you by
 Pat Law • blankanvas.bypatlaw.com • 2009
Let’s leave that for another day.




  brought to you by
  Pat Law • blankanvas.bypatlaw.com • 2009
Dealing with
negativity online
   Ignore and die.


         Pat Law
w: blankanvas.bypatlaw.com
    e: pat@bypatlaw.com
 t...
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Dealing with Negativity Online

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An idiot-proof guide to dealing with negativity online.

Published in: Business, Education

Dealing with Negativity Online

  1. Dealing with negativity online Ignore and die. brought to you by Copyright © 2009 Pat Law
  2. Firstly, get over it. Not everyone will love you. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  3. Ever heard of anyone or any brand that hasn’t been bitch slapped before? brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  4. My point exactly. Get over it. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  5. Why did it happen to me? brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  6. Reason #1: Your product is crap. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  7. Reason #2: You are arrogant and rude. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  8. Reason #3: You take 10 years to respond to his/ her request. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  9. Reason #4: He/ she was fired that day and was in a really bad mood. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  10. Reason #5: He/ she works for a competitor. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  11. Reason #6: Did I mention your product is crap? brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  12. OMFG! So what do I do now?! brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  13. Breathe. Go grab a cigarette. Really. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  14. Step #1: Do not respond immediately. Not when you’re all jammed up with emotions. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  15. Step #2: Evaluate the feedback. Is there truth in what he/she said? brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  16. Step #3: Remember that not all negative comments are harmful. Some provide valuable insights for your brand. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  17. Step #4: Negative blog post = email the bugger Negative comment left by a reader = respond with your comment brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  18. Don’t leave a comment ever if it is a negative blog entry. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  19. It just shows that you’re more preoccupied with what people think, than the blogger himself/ herself. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  20. But what do I say? brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  21. Step #1: Thank them for their time. Really. If they didn’t care enough, they won’t be arsed. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  22. Step #2: Apologize without inviting a lawsuit. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  23. Say: “We are sorry to hear of what you have to go through.” brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  24. Don’t say: “We are sorry we fucked up.” brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  25. Not until you’ve confirmed you really did fuck up anyway. Besides, you need to clear the apology with Legal. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  26. Step #3: Address all concerns and offer a solution. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  27. Don’t be selective over which concern you’d like to address. Please. This person’s already pissed off. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  28. Step #4: Ask to call them at a time of their convenience. And leave your contact details with them too. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  29. This person doesn’t think you’re a friend. You have no right to say “Hey dude, I know you’re pissed, give me a call some time eh?” brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  30. Step #5: Follow up persistently brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  31. If it’s a blog post you’re responding to, and somehow, there’s no response to your email, then leave a blog comment. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  32. All that the blog comment should say is: Hello, this is [name] from [company]. I dropped you a note a couple of days ago. I’m sorry of what you have to go through, and I’d like to understand your concerns better. Can you let me know if you’re free for a chat? brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  33. Saying anything beyond that is just distasteful. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  34. Can I get the blogger to remove the negative blog entry if I’ve already apologized? brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  35. Sure, if you’d like another negative blog entry. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  36. Don’t worry. Chances are, if you’ve clearly shown remorse and sincerity, the blogger will address it on his/ her blog. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  37. If not, well, you can talk about it on your own corporate blog. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  38. Oh, do I need a corporate blog??? brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  39. Let’s leave that for another day. brought to you by Pat Law • blankanvas.bypatlaw.com • 2009
  40. Dealing with negativity online Ignore and die. Pat Law w: blankanvas.bypatlaw.com e: pat@bypatlaw.com t: www.twitter.com/patlaw p: www.plurk.com/patlaw brought to you by Copyright © 2009 Pat Law

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