Online Reviews This series was developed for Visit Queanbeyan Palerang to support local business in the region.

14. Type of issue Response
Straight Problems – issue with your
product or service and person has laid
out exactly what went wrong.
Respond directly and quickly
Constructive Criticism - when the
comment comes with a suggestion
attached.
Respond and take on board
Merited Attack – Essentially, you or your
company did something wrong, and
someone is angry.
Respond , follow up, move offline if
necessary
Trolling/Spam – no valid reason for
being angry at you
Ignore, block, ban, report
Adapted from http://mashable.com/2010/02/21/deal-with-negative-feedback/

16. www.accc.gov.au/publications/online-reviews-a-guide-for-business-review-platforms

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