An idiot-proof guide to 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