Apr 262011
 

How do you respond to a negative comment in an online community,  on Facebook? Shut the Page down, ban the commenter, suck up to them? How about a bitchy tweet on Twitter? Fight with them? Ignore them? Promise to do better? Many social media guidelines have a one-size-fits-all approach when it comes to addressing negative criticism in social networks, but assessing the situation and the potential positive vs negative outcomes of responses is a skill that comes from experience. PS:  Your marketing intern may not have that skill!

NegativeComments

Click for larger size


Another common question is how to be “authentic, honest, transparent” and human yet corporate-y. Well, every company does it differently, but let’s look at corporate vs personal voice when dealing with negative comments.

1. Ignore the negative social media commenter.

Everyone will eventually get bored and find something else to do. Unless they go off and create an anti-community such as Dell Hell, alert the Press and continue to pursue their point of view. One negative reviewer may disappear OR connect with others.We often use “ignore but monitor” in our communities for issues we know about and have responded to publicly already OR where the member is new, a bit crazy or usually positive but having a bad day. Appearing to ignore can also leave room for more debate to grow which, when managed, is a good thing!

From imaginearea (a poet):

I wrote a poem entitled ‘Teenagers’ a few days ago. It was the first poem I had ever written. I was completely unprepared for some of the negative comments I received.

I am not against negative comments but abusive negative comments can feel really painful.

After getting over my initial shock I realised that these comments were actually doing me a favour…they created a heated debate between those who loved my poem and those who didn’t…this led to much more traffic to my article than I would have got if all the comments were positive.

In short, I know I must develop a thick skin to protect me from the abusive comments but I must also see all comments as much needed PUBLICITY for my work. (successful blog)

I’m not convinced that the social media equivalent of “any publicity is good publicity” works, but it certainly makes you known. For better or worse.

2. Lawyer Up!

Sue them, or at least threaten to sue them. Send out letters to tell them you MIGHT sue them if they don’t remove the item. Sometimes it works such as when Volkswagen told some YouTubers to remove the VW logo and colours from a video, other times it can blow up a large online community e.g.  threatening to sue Whirlpool.net.au on behalf of 2Clix (2Clix Sucks?). Something bad that had only a few views suddenly jumps to millions when you tell the online community Digg to remove information (The Hole That Digg Dug). Law as bullying tactic rarely works, it just incenses the community. But using the Law when someone is out of control can be pursued when nothing else works. Though to be honest the crazies in my communities over the years rarely listen even to cease and desist orders.

3. Deflect to a more positive discussion

This one is recommended a lot by social media “experts” – thank the commenter, ask for more information and then bury them in talking. If there is more than one negative reviewer, try the “thankyou – oh look something shiny!” approach. In one case our community that had been quiet were suddenly up in arms about the change of a logo (yep seriously, in an online game). We realised they were bored. So we ran (in the virtual world) an Olympics for them and they shut up about the logo change. Try saying “thankyou – and here’s a competition for you”. It won’t fix their ‘problem’ but if their problem was boredom or just community induced psychosis, a campaign, game or competition will cheer their little souls up mightily. :P But be warned, when Marketing are put in charge of social media, rather than customer service, people figure out very quickly that all they will get back is chatter, not fixes.

4. Remove the comment, Ban the commenter

Remove the comment, remove the commenter, remove the responses to the commenter. Ignore any site you don’t have control over and come down hard on the ones you do have control over. This one works suprisingly well over the “me-too” commenters who settle down quickly. But it’s not going to last forever. A good backup is to remove the comments from say, the Facebook page and the note in the sidebar and in the comments every so often “the official channel” for reporting issues and concerns. Really depends on your community if this will work  – and the timeliness of your removal of issues, and the strength of your moderators. Just remember, the community trusts the moderators to keep a social network (like a Facebook Page) safe and relatively free of nastiness – it’s actually your duty to remove really bad comments and commenters. Freedom of speech belongs on their own page, not yours! We are also judged by the company we keep – “social” media does not have to mean “friends to all”. Feel free to filter out – block or ban – those who do not share the value systems of the community.

5. Educate the disgruntled customer

This can sit under Corporate voice or Human voice.  Use every negative comment as an opportunity to educate.  When you see someone tweeting how a your product failed them, on Twitter, respond on your blog with news of the upgrade, a workaround or information on how to improve the issue. You don’t have to refer to the Twitterer in the article, if you think it will inflame the commenters more, but certainly respond with educational material. And sometimes the customer is just plain wrong – misunderstood, didn’t install properly, didnt’ read the instructions. Educate one, usually means educating many in social networks online.  Many a negative comment is a cry for help – telling them how to fix the problem will sometimes kick back a positive review to follow the negative one. I see this a lot on iTunes – edited reviews with a fix for the problem.

6. Confess All and Beg Forgiveness

There is a temptation to use this one a lot, especially by social media newbies. I’m not sure why the need to say “sorry” to consumers who are ignorant, wrong, rude, and bullsh*tting comes from, unless it’s the out of date mandate of “the customer is always right”. Or fear that the customer could do a better job of antimarketing the brand than the marketing department can do of marketing the brand. Or just that good old fashoned “OMG someone doesn’t like me/us”. I think it’s dangerous to overuse Confession and Beg Forgiveness – unless you really screwed up bigtime e.g. BP Oil Spill, Exxon, and so on. Remember if your values are a little offbeat such as Cotton On (baby shaker t-shirt) then you will get heatedly discussed about online – change your values or use one of the other options to deal with negative comments. Timely apologies for delays and a good explanation and asking for patience is fine. Thanking the community for their input and a promise to get back to them (and do it!) is great.  But do not go overboard with confession/begging – communities sense weakness and often intensify the debate to see more grovelling, while capturing the moral high ground.

7. Stand up and Fight

Consumers, as much as companies are not ready for the shift to engagement. Shouting out loudly about bad service can sometimes bring about a response from the company who equally loudly names and shames the customer. When two blondes claimed they were denied service on an American airline, that airline took to YouTube to point out it was not because the blondes were “prettier than the cabin crew” as claimed, but because they acted up. This one is easier for small companies who are passionate about their products and services and have no compunction to come out swinging if denigrated online, but harder for big companies to do.

This may end up being the most important response you can make to World War Three breaking out online – as groups with different value systems move into each others ‘ circles, our politically correct lives are about to be turned upside down. But it’s necessary – lack of debate leads to stagnation. Prepare to take on your customer, do not apologise for normal business practices and defend yourselves. Your company may just depend on strong leaders online, as the coming generations take note of corporate karma they will be observing that “those who stand for nothing, fall for anything”. PS Nestle social media admins criticising activists on their Facebook page for poor grammar and spelling is not what I mean!

8. Own It and Wear It.

Some of the best responses to online criticism I have seen have been to “own it”. Charlie Sheen is a master of turning a negative into humour. When Foursquare users were being called “douchebags” for updating their Facebook and Twitter status with their location, Foursquare brought out a much sought-after badge called… you guessed it… the Douchebag badge.

I wonder if banks will create a Skinflint Miser badge or if you can earn a Road Hog badge from the Department of Motor Vehicles? Heh probably not. But Harley Davison have “owned” badass for years, turning a negative brand image into a must have attitude. Humour and a strong sense of the brand identity can turn a negative into a positive.

What else? Have you seen a situation where the brand responded or did not respond to criticism? Did it work?

The next time you hear someone say: oh you should always do xyz when you see criticism online, you know that there are other options. At least 8 of ‘em, maybe more.  Some work better than others, depending on the situation. I can assess a situation pretty quickly online – and know whether to leave it, or response, or fight, or play it down or deflect or use humour. I’m rarely surprised anymore except from time to time how positive and supportive people can be after a huge row online. The quiet ones speak up when the dust has settled and often act as the voice of reason after what was an unreasonable time. And that’s a great surprise to have!

If you enjoyed this post, please consider leaving a comment or subscribing to the RSS feed to have future articles delivered to your feed reader. Follow @Silkcharm on Twitter. Or you could just dance nekkid around the room for me.
  • http://www.pottymouthmama.blogspot.com lexi

    Such a great article Laurel – thanks for sharing all of this knowledge. It’s invaluable!

  • Nathan Goldberg

    Mixed feelings about some of the suggestions, but a must read. Well done

  • http://www.ashishtewari.wordpress.com Ashish

    For an organization – What about asking the commenter what’s wrong and offering to help fix it? Won;t work with psychos but will definitely present a moderate image to the rest of the silent watchers. And for the genuinely distressed, opportunity to fix what you screwed up.

    • Laurel Papworth

      HI Ashish,
      We often take into social networks our value system. We are being reasonable, the upset party is not. :P

      If you were an airline and some girls said they had been refused service because they were blonde, you would of course investigate. Find out what was wrong and plan to fix it. But when you find out the true story, what do you do? ignore the fracas online? (now going to traditional media who love a good story like that?), Confess to something that didn’t happen, and refund them their money just to shut them up? Would that work? Would you use humour and add “blondes welcome here” to your website? Would you fight back with a YouTube video telling the “real story”? Get the lawyers in?

      Make a decision and do it fast, because the views and favourites of the girls’ articles are increasing by the thousands per second.

      By the way, if you ignore the girls, or reward them with a refund, what does that do for staff morale?

      We have choices in our communications and “The customer is always right” is not engagement. It’s patronizing and the fans on a facebook page or the members of a forum wont thank the company for pandering to overly vocal critics.
      Your mileage may vary :)

      PS What would YOU do in the airline case?

  • Pingback: Community online, 8 modi per rispondere ai commenti negativi

  • Pingback: Sélection de la semaine (weekly) | Demain la veille

  • http://www.modernfreelance.com Chris Williams

    If you dare to place yourself out in the open, and you must if you dare to succeed, then negative comments are simply a right of passage. It’s how you deal with them that can separate you from the chafe. Respond instead of react and most importantly, be honest. People will listen.

  • http://www.proceduralcreativity.com Matthew Jones

    I’ve used all of these approaches in the past (with the exception of lawyering up) with a high degree of success. A lot of it does depend on the general tone of the community you’re speaking to. Whirlpool on one hand (in my experience) tends to respond well to the “Stand up and fight” angle if you’re clearly in the right, and not well at all to “confess and beg all forgiveness” unless you’ve clearly stuffed up.

    Long story short, there’s certainly not a “one size fits all” approach for responses, and successfully deciding which approach to use only comes with experience. I’m fortunate to have a small team of people who are long time veterans of various online message boards and have acquired the ability to tell the difference between obvious trolling and genuine concern.

    Great read. Thanks!

  • http://radio-pr.com/ frank

    Thank you for sharing.
    It is always a delight to feel what I believe – that
    information is inspiration

  • http://www.whattodoinsydney.com.au What to do in Sydney

    Great read. Love the 8 ways to deal with negative comments. I get you have to look at the situation and use one of the 8 ways to see which is the most appropriate for that particular comment.

  • http://twitter.com/menuls/status/79521764165685248 menul siriwardena

    8 ways to deal with negative comments on blogs and social media | @SilkCharm | Laurel Papworth http://bit.ly/gySMeF

  • http://twitter.com/ieditandwrite4u/status/79534992094539776 Shandel Burns

    8 ways to deal with negative comments on blogs and social media | @SilkCharm | Laurel Papworth http://bit.ly/gySMeF

  • http://candoprinting.com/catalog/prese crystaljackson01
  • http://twitter.com/debweinstein/status/82250412496924672 Deborah Weinstein

    GR8 Infographic! 8 Ways to Deal #with NEGATIVE Online Comments » http://t.co/n6gvlHX via @joycecherrier @IamPramit @GlenGilmore @SO_pr #li

  • http://twitter.com/stephworrell/status/82270061326381056 stephworrell

    GR8 Infographic! 8 Ways to Deal #with NEGATIVE Online Comments » http://t.co/n6gvlHX via @joycecherrier @IamPramit @GlenGilmore @SO_pr #li

  • http://twitter.com/ourtownmagazine/status/82719971003744256 Carolyn Gardner

    8 ways to deal w/negative comments in online communities http://t.co/IQ06r32 RT @IamPramit @georgescifo @GlenGilmore @lorimcneeartist

  • Pingback: Commenti negativi nei social media, come gestirli. « marketingando

  • http://twitter.com/myleejoseph/status/84922693547327488 Mylee Joseph

    8 ways to deal with negative comments on blogs and social media | @SilkCharm | Laurel Papworth http://bit.ly/gySMeF

  • http://twitter.com/roberthoge/status/84923155075964928 Robert Hoge

    8 ways to deal with negative comments on blogs and social media | @SilkCharm | Laurel Papworth http://bit.ly/gySMeF

  • http://twitter.com/townesy77/status/84925084241887232 Megan Townes

    8 ways to deal with negative comments on blogs and social media | @SilkCharm | Laurel Papworth http://bit.ly/gySMeF

  • http://twitter.com/silkcharm/status/91340628729933824 Laurel Papworth

    8 ways to deal with neg comments http://bit.ly/hU1FyW RT @mmalone26: #media140 quick – someone tweet me an answer on SM risk management!

  • http://twitter.com/cimny/status/91391910471671808 cimny

    RT @TopsyRT: 8 ways to deal with negative comments on blogs and social media | @SilkCharm | Laurel Papworth http://t.co/ZHtVQLD #media140

  • http://twitter.com/ramon3434/status/96565318691987456 Ramon Aragon

    RT@juandoming 8 maneras de lidiar con comentarios negativos en las comunidades en linea http://bit.ly/mgsWVA #educacion #educachat

  • http://twitter.com/_ale_parada_/status/96565507561500672 Alejandra

    RT@juandoming 8 maneras de lidiar con comentarios negativos en las comunidades en linea http://bit.ly/mgsWVA #educacion #educachat

  • http://twitter.com/robertojsanti/status/96573127932395521 Roberto Santi

    RT@juandoming 8 maneras de lidiar con comentarios negativos en las comunidades en linea http://bit.ly/mgsWVA #educacion

  • http://twitter.com/jackiee70/status/96730689000579072 Jacqueline Rodriguez

    @unibeenlinea, me pareció interesante RT @Silkcharm: 8 ways to deal with negative comments in online communities http://t.co/z7K5JPq

  • http://twitter.com/benjaminduvall/status/97977133019824128 Benjamin Duuvall

    RT @Silkcharm: 8 ways to deal with negative comments in online communities http://t.co/zKAm0WN

  • http://twitter.com/libeluladeacero/status/98199281672007681 Libelula de Acero

    RT @benjaminduvall: RT @Silkcharm: 8 ways to deal with negative comments in online communities http://bit.ly/hbnTP4 @lumachay @tuvecinita :)

  • http://twitter.com/ecotourismrc/status/98598680638140417 EcotourismRC

    8 ways to deal with negative comments in online communities | @SilkCharm | Laurel Papworth http://bit.ly/rsLxba

  • http://twitter.com/ben_wymer/status/100829293709496320 Ben Wymer

    Interesting Read…… 8 ways to deal with negative comments in online communities….. thanks @SilkCharm http://t.co/cydzaHW

  • http://twitter.com/silkcharm/status/101385986398892033 Laurel Papworth

    8 ways to deal with negative sentiment online ? http://t.co/tnq6tFJ #cmgrchat

  • http://twitter.com/mistersams/status/101431523076616192 David Sams

    8 ways to deal with negative sentiment online ? http://t.co/tnq6tFJ #cmgrchat

  • http://twitter.com/arielcohen/status/101564727280414720 Ariel Cohen

    8 ways to deal with negative comments in online communities via @SilkCharm http://t.co/dYs3zZA

  • http://twitter.com/kmithani/status/102449697884606466 Komail Mithani

    8 ways to deal with negative comments in online communities http://t.co/VGmVlB5 #u30pro

  • http://twitter.com/bluewire_media/status/103300211916537856 Bluewire Media

    8 ways to deal with negative comments on blogs and social media by @SilkCharm aka Laurel Papworth http://t.co/lGjamxy

  • http://twitter.com/toby_jenkins/status/103302363539976193 Toby Jenkins

    8 ways to deal with negative comments on blogs and social media by @SilkCharm aka Laurel Papworth http://t.co/lGjamxy

  • http://twitter.com/globetrotterct/status/108051086065152000 Globetrotter

    Qantas' handling of the 2 Radike Samo fans raises the ? of how to handle -ve comments in online communities: http://ow.ly/6faCx

  • http://twitter.com/globetrotterct/status/108051086065152000 Globetrotter

    Qantas' handling of the 2 Radike Samo fans raises the ? of how to handle -ve comments in online communities: http://ow.ly/6faCx

  • http://twitter.com/globetrotterct/status/108051299068678144 Globetrotter

    Qantas' handling of the 2 Radike Samo fans raises the ? of how to handle -ve comments in online communities: http://ow.ly/6faTH

  • http://twitter.com/thedigitaltrace/status/108852394158333953 Nuria Torregrosa

    8 ways to deal with negative comments in online communities | @SilkCharm | Laurel Papworth http://t.co/k1LOmpO

  • http://twitter.com/thedigitaltrace/status/108852403507441665 Nuria Torregrosa

    8 ways to deal with negative comments in online communities | @SilkCharm | Laurel Papworth http://t.co/gLo0NuY

  • http://twitter.com/n2ncomm/status/111981062854410240 n2n Communications

    Silkcharm's 8 ways to deal with negative comments within Social Media. Pretty good too. http://t.co/skDV6Pj

  • http://twitter.com/fuel_comms/status/111981067422015488 Fuel Communications

    Silkcharm's 8 ways to deal with negative comments within Social Media. Pretty good too. http://t.co/uxHiHbC

  • http://twitter.com/jverco/status/111981070567751682 Jamie Verco

    Silkcharm's 8 ways to deal with negative comments within Social Media. Pretty good too. http://t.co/PHwkpH3

  • http://twitter.com/devsmt/status/113914440784674816 Tazio Mirandola

    RT @Silkcharm: 8 ways to deal with negative comments in online communities http://t.co/gaPHY29

  • Pingback: Social Media for Training Departments in Companies | @SilkCharm | Laurel Papworth

  • http://twitter.com/rosamaria1989/status/114268635320680448 Rosie Mills Caldwell

    Silkcharm's 8 ways to deal with negative comments within Social Media. Pretty good too. http://t.co/skDV6Pj

  • http://twitter.com/maurosegura/status/114845950903717888 maurosegura

    8 ways to deal with negative comments in online communities http://t.co/0UyRgbD2

  • http://twitter.com/neyqueiroz/status/114852870666469376 Ney Queiroz Azevedo

    8 ways to deal with negative comments in online communities http://t.co/0UyRgbD2

  • http://twitter.com/rzimermann/status/114865916700930048 Richard Zimermann

    8 ways to deal with negative comments in online communities http://t.co/0UyRgbD2

  • http://twitter.com/silkcharm/status/123548173284294656 Laurel Papworth

    Dealing with Negative Comments in online community http://t.co/pnsVtm6n eg pt 1 Ignore the troll yet pt 5 Educate to the Issue #socialmedia

  • http://twitter.com/benjofreeman/status/123548886441799680 Ben Freeman

    Dealing with Negative Comments in online community http://t.co/pnsVtm6n eg pt 1 Ignore the troll yet pt 5 Educate to the Issue #socialmedia

  • http://twitter.com/scapes/status/123552036984864768 Evan Berman

    Dealing with Negative Comments in online community http://t.co/pnsVtm6n eg pt 1 Ignore the troll yet pt 5 Educate to the Issue #socialmedia

  • http://twitter.com/missed/status/123566744739651584 misty matonis

    Dealing with Negative Comments in online community http://t.co/pnsVtm6n eg pt 1 Ignore the troll yet pt 5 Educate to the Issue #socialmedia

  • http://twitter.com/cedpetra/status/123567945547911169 Petra Keilova

    Dealing with Negative Comments in online community http://t.co/pnsVtm6n eg pt 1 Ignore the troll yet pt 5 Educate to the Issue #socialmedia

  • http://twitter.com/yogareach/status/123574782095659009 Brook McCarthy

    8 ways to deal with negative comments on blogs and social media | @SilkCharm http://t.co/lQw4mMbR

  • http://twitter.com/_healthcomm_/status/123574930305585152 HealthComm

    A common question about social media: how to deal with a negative comment http://t.co/pQBL67FA

  • http://twitter.com/aleciahancock/status/123687650447196160 Alecia Hancock

    @elliot_mist You might find this interesting as well. http://t.co/fncbI1dp

  • http://twitter.com/vdimauro/status/123814989361451008 Vanessa DiMauro

    Dealing with Negative Comments in online community http://t.co/pnsVtm6n eg pt 1 Ignore the troll yet pt 5 Educate to the Issue #socialmedia

  • http://twitter.com/vircomm12/status/123817504819785728 VirComm Summit 2012

    8 ways to deal with negative comments on blogs and social media | @SilkCharm | Laurel Papworth http://t.co/NseDljEA

  • http://twitter.com/velvetronics/status/123827781552447488 Victor Santos

    Dealing with Negative Comments in online community http://t.co/pnsVtm6n eg pt 1 Ignore the troll yet pt 5 Educate to the Issue #socialmedia

  • http://twitter.com/_rebeccajackson/status/123920031301107712 Rebecca Jackson

    Great presentation too! RT @rossdawson: @silkcharm presenting 8 ways to deal with negative criticism online http://t.co/o3iPtrLS #ahritech

  • http://twitter.com/kryshlatweets/status/123920084090621954 Kryshla

    @silkcharm presenting 8 ways to deal with negative criticism online – here is her framework http://t.co/YsvL9xQi #ahritech

  • http://twitter.com/ahrievents/status/123920105116672001 AHRI events

    @silkcharm presenting 8 ways to deal with negative criticism online – here is her framework http://t.co/YsvL9xQi #ahritech

  • http://twitter.com/garyphayes/status/123929900884303872 Gary Hayes

    Ta! RT @rossdawson: @silkcharm presenting 8 ways to deal with negative criticism online Here is her framework http://t.co/OkqpqWbF #ahritech

  • http://twitter.com/leolondono/status/123930860373282817 Leonardo Londono

    8 ways to deal with negative comments in online communities: http://t.co/ezlYUR3i

  • http://twitter.com/employeeconnect/status/123932969667792897 EmployeeConnect

    @silkcharm presenting 8 ways to deal with negative criticism online – here is her framework http://t.co/YsvL9xQi #ahritech

  • http://twitter.com/kalhusin/status/123933217194639360 Heikal Husin

    Ta! RT @rossdawson: @silkcharm presenting 8 ways to deal with negative criticism online Here is her framework http://t.co/OkqpqWbF #ahritech

  • http://twitter.com/byrnecore/status/123936829127929856 Shaun Byrne

    8 ways to deal with negative comments on blogs and social media | @SilkCharm | Laurel Papworth http://t.co/U8GEcrzV

  • http://twitter.com/boffin66/status/123975467593244673 Lyn Murnane

    Ta! RT @rossdawson: @silkcharm presenting 8 ways to deal with negative criticism online Here is her framework http://t.co/OkqpqWbF #ahritech

  • http://twitter.com/superroach/status/124007487857901568 SuperRoach

    8 ways to deal with negative comments on blogs and social media | @SilkCharm | Laurel Papworth http://t.co/U8GEcrzV

  • http://twitter.com/buvery/status/124016962417340416 buvery

    Ta! RT @rossdawson: @silkcharm presenting 8 ways to deal with negative criticism online Here is her framework http://t.co/OkqpqWbF #ahritech

  • http://twitter.com/jon_ferrara/status/126447996182335488 JonFerrara SocialCRM

    8 ways to deal with negative comments in online communities via Laurel @SilkCharm – http://t.co/0EcZYQaR #sCRM #SocBiz

  • http://twitter.com/silkcharm/status/126465056379645952 Laurel Papworth

    @ptimothyp try http://t.co/d5cSZHAe ?

  • http://twitter.com/silkcharm/status/126465295878602755 Laurel Papworth

    Try this? @JGandB: 8 ways to deal with negative comments in online communities http://t.co/d5cSZHAe

  • http://twitter.com/yogareach/status/126474490325647360 Brook McCarthy

    Try this? @JGandB: 8 ways to deal with negative comments in online communities http://t.co/d5cSZHAe

  • http://twitter.com/guillonf5/status/126475702060072961 Pierre-Alain Guillon

    Oups. This time with a link that works :) 8 ways to deal with negative comments in online communities http://t.co/qfy9pyxJ Careful…

  • http://twitter.com/helen_oli/status/126565242359644160 Helen Oli

    RT @Silkcharm: 8 ways to deal with negative comments in online communities http://t.co/sDdO0ITN

  • http://twitter.com/ellisonhr/status/127212748047269889 Ellison B

    8 ways to deal with negative comments in online communities: http://t.co/0qiyK9mB

  • http://twitter.com/lizziebknight/status/127230114101596161 lizziebknight

    8 ways to deal with negative comments in online communities: http://t.co/0qiyK9mB

  • http://twitter.com/niathenia/status/127239187966599169 Ethenia Novianty

    Try this? @JGandB: 8 ways to deal with negative comments in online communities http://t.co/d5cSZHAe

  • http://twitter.com/chrisgeden/status/127417815530614784 Chris Geden

    Try this? @JGandB: 8 ways to deal with negative comments in online communities http://t.co/d5cSZHAe

  • http://twitter.com/macwoody/status/129455285726232576 Michel vanWoudenberg

    8 ways to deal with negative comments on blogs and social media | @SilkCharm | Laurel Papworth http://t.co/tf1Pc6Oq

  • http://twitter.com/tomatom/status/134030275872169984 Ed Charles

    I get a lot of people asking me to help them deal with negative comments online. A lot of the time it is easy to… http://t.co/ePq30f8l

  • http://twitter.com/danivalent/status/134035252007022592 Dani Valent

    thanks Ed, interesting, RT @tomatom: I get a lot of people asking me to help them deal with negative comments online. http://t.co/u2E9eNQf

  • http://twitter.com/matteopignatell/status/134046732857257984 Matteo Pignatelli

    I get a lot of people asking me to help them deal with negative comments online. A lot of the time it is easy to… http://t.co/ePq30f8l

  • http://twitter.com/thhmichelle/status/134048986003808256 Michelle Lilai

    thanks Ed, interesting, RT @tomatom: I get a lot of people asking me to help them deal with negative comments online. http://t.co/u2E9eNQf

  • http://twitter.com/sitesuite/status/134495508159922176 SiteSuite

    8 ways to deal with negative comments in online communities http://t.co/NE1NmuUW

  • http://twitter.com/silkcharm/status/134761804424413184 Laurel Papworth

    8 ways to deal with negative comments in social media http://t.co/pnsVtm6n I added my presentation slides :)

  • http://twitter.com/agotthelf/status/134762563165634561 Andreas Gotthelf

    8 ways to deal with negative comments in social media http://t.co/pnsVtm6n I added my presentation slides :)

  • http://twitter.com/valvert/status/134763071968256000 Valvert ✔ H. Bourdon

    Very good, thx RT @SilkCharm
    8 ways to deal with negative comments in social media http://t.co/2Ykb7mCQ I added my presentation slides :)

  • http://twitter.com/informamedia/status/134764616256466944 Informa Media

    RT @silkcharm: 8 ways to deal with negative comments in social media http://t.co/UVa3nG3U I added my presentation slides :)

  • http://twitter.com/aimiasummit/status/134764612548706305 AIMIA Digital Summit

    RT @silkcharm: 8 ways to deal with negative comments in social media http://t.co/2K6Z2cer I added my presentation slides :)

  • http://twitter.com/aimiasummit/status/134764612548706305 AIMIA Digital Summit

    RT @silkcharm: 8 ways to deal with negative comments in social media http://t.co/2K6Z2cer I added my presentation slides :)

  • http://twitter.com/aimiasummit/status/134764612548706305 AIMIA Digital Summit

    RT @silkcharm: 8 ways to deal with negative comments in social media http://t.co/2K6Z2cer I added my presentation slides :)

  • http://twitter.com/followolff/status/134768278890487808 Sharne Wolff

    RT @SilkCharm 8 ways to deal with negative comments in social media http://t.co/veDu0vli I added my presentation slides :)

  • http://twitter.com/iscariotmedia/status/134777122328813569 Iscariot Media

    Good & useful advice RT @silkcharm 8 ways to deal with negative comments in social media http://t.co/pGXLnomR I added my presentation slides

  • http://twitter.com/socialisima_/status/134806655106949120 Socialisima

    8 ways to deal with negative comments in social media http://t.co/pnsVtm6n I added my presentation slides :)

  • http://twitter.com/joerussell2/status/137218668617662464 Joe Russell, CPCU,AU

    8 ways to deal with negative comments in online communities http://t.co/kxqFdQeZ

  • http://twitter.com/omahs_/status/139641617014468608 OMAH’S Nyonya

    I get a lot of people asking me to help them deal with negative comments online. A lot of the time it is easy to… http://t.co/ePq30f8l

  • http://twitter.com/facebookapi/status/145443994191667200 Facebook API

    8 ways to deal with negative comments in online communities | @SilkCharm | Laurel Papworth http://t.co/kV6KW6VX #facebook

  • http://twitter.com/bhavikbhavsar9/status/145444662382051328 bhavik bhavsar

    8 ways to deal with negative comments in online communities | @SilkCharm | Laurel Papworth http://t.co/ie53HkrZ

  • http://twitter.com/silkcharm/status/148999382832914432 Laurel Papworth

    @hospitalityfan choose here :) http://t.co/pnsVtm6n @MossyBlog quite often neg comments are competitors astro-un-turfing. :D

  • http://twitter.com/adeleww/status/157617454825218048 Adele Whish-Wilson
  • http://twitter.com/silkcharm/status/158970674952683520 Laurel Papworth

    RT @adeleww: Great article to read when dealing with trolls… http://t.co/pnsVtm6n #socialmedia #onlinecommunities

  • http://twitter.com/janejameson/status/158972969111126016 Jane Jameson

    RT @adeleww: Great article to read when dealing with trolls… http://t.co/pnsVtm6n #socialmedia #onlinecommunities

  • Paul Hassing

    Brilliant piece, Laurel; so helpful. That graphic is outstanding. Many thanks for the learning. Thanks also to @StevieHamilton for the heads up; what a find! Best regards, P. :)

  • http://twitter.com/en_nu_online/status/162450962433323008 En nu online

    Faciliteer/modereer je een online community? NIet bang zijn voor negatieve opmerkingen, zo kun je ermee omgaan http://t.co/YMNuZJ74

  • http://www.organicseocopywriters.com/ SEO Copywriter

    The visual you provide is invaluable, let alone the advice. I will certainly take this information with great use. Thank you very much!

  • Pingback: Community online, 8 modi per rispondere ai commenti negativi | EVE Milano

  • http://twitter.com/mickgwyther/status/166753373272539137 Michael Gwyther

    8 options for dealing with negative criticism online via @SilkCharm #hardenup http://t.co/N5YuKK5v

  • http://twitter.com/silkcharm/status/166753811468255232 Laurel Papworth

    8 options for dealing with negative criticism online via @SilkCharm #hardenup http://t.co/N5YuKK5v

  • http://twitter.com/warp5/status/166758831513284608 Jan Warp

    Good Overview: 8 options for dealing with negative criticism online via @SilkCharm http://t.co/npI5J1Fv”

  • http://twitter.com/jewelrainbow/status/166801416634118145 jewelrainbow

    8 options for dealing with negative criticism online via @SilkCharm #hardenup http://t.co/N5YuKK5v

  • http://twitter.com/mxyz_/status/166850461515784193 Mixy Lorenzo

    8 ways to deal with negative comments in online communities | @SilkCharm | Laurel Papworth – http://t.co/EC53dcew

  • http://twitter.com/convertsocial/status/167647979354853376 Convert Social

    8 Ways to Deal with Negative Comments in Online Communities http://t.co/40C1kkK4

  • http://twitter.com/carlovisani/status/167661202527371264 Carlo Visani

    8 ways to deal with negative comments in online communities: http://t.co/p62CusGA

  • http://twitter.com/ildivenire/status/167771933646127104 Diego Visentin

    8 ways to deal with negative comments in online communities: http://t.co/p62CusGA

  • http://twitter.com/tandameshia/status/168079090404950016 Tandameshia Hastings

    RT @convertsocial: 8 Ways to Deal with Negative Comments in Online Communities http://t.co/2skyRPIj #NewhouseSM4

  • http://twitter.com/larrydlibrarian/status/168875992394366976 Michael Jongen

    8 ways to deal with negative comments in online communities: http://t.co/we3AyXRd

  • http://twitter.com/preshilelibrary/status/168944492429328386 Preshil Library

    8 ways to deal with negative comments in online communities: http://t.co/we3AyXRd

  • http://twitter.com/davidwells/status/169828372959072256 David Wells

    8 Ways to Deal with Negative Comments in Online Communities http://t.co/5Imgclhe

  • http://twitter.com/tanyafaiman/status/171584694834569217 Tanya Faiman

    RT @TopsyRT: 8 ways to deal with negative comments in online communities | @SilkCharm | Laurel Papworth http://t.co/EuGNOymj

  • Pingback: 5 Tips to Dealing with Negative Facebook Comments | Kyle Lacy - Social Media Training and Digital Marketing

  • http://twitter.com/bellaella7/status/172034131818070017 Belinda

    RT @SilkCharm 8 ways to deal with negative comments on blogs and social media | @SilkCharm | Laure.. http://t.co/OdJNxzM5

  • Pingback: 5 Tips to Dealing with Negative Facebook Comments « Social-Media.BlogNotions - Thoughts from Industry Experts

  • Pingback: Ana Ivelisse

  • Pingback: Brad Langton

  • Pingback: Phoebe Netto

  • Pingback: Walter Adamson

  • Pingback: Irene Ross

  • http://photoneil.net/the-most-exciting-facets-of-mo/ game key

    You really make it appear really easy together with your presentation but I find this topic to be actually something that I feel I’d never understand. It seems too complicated and very broad for me. I am taking a look ahead for your subsequent submit, I’ll try to get the hold of it!

  • Pingback: Handling Negative Comments on Social Media | Get "Kerry'd" Away!

  • Pingback: @DavidWells

  • Pingback: strike2

  • Pingback: DemandGen Europe

  • Pingback: Bruce D. Weinberg

  • Pingback: Andrea Watson

  • Pingback: Caroline Mues

  • Pingback: Lisa Barnett

  • Pingback: e_mint

  • Pingback: SatiaClare

  • Pingback: Laurel Papworth

  • Pingback: Cameron Shooshtari

  • Pingback: Tamsin Howse

  • Pingback: Brumby’s Bakeries and Negative Criticism in Social Media COI » Laurel Papworth @SilkCharm

  • http://twitter.com/LeftofLeftField David Farrell

    I have never met Laurel. I only know her on/from Twitter. I’m yet to read anything Laurel writes about Social Media which doesn’t make sense, or shouldn’t be studied by anyone (make that everyone) using Social Media networks.

    I’m (over) familiar with using Social Media as a ‘recreational’ tool. That (my former) approach is (and was) fraught with danger (as I found out the hard way).
    Using Social Media as a professional (or business) tool (or as a way to connect with old/former friends) is beneficial and profitable (and not just in an economic sense, but in a ‘health of mind’ sense).
    I have never found criticism for its own sake to be beneficial to anyone (neither the person dishing it out, nor the person on the receiving end). But unwarranted criticism is a part of life. It’s how we deal with it that will make or break us.
    Some of us didn’t have parents who were very good role models (or mentors). My question would be, ‘What’s stopping anyone (in this net age) from finding a good mentor?’
    Outside of pursuing my personal goals, I have two aims in life. 1 To introduce as many people into Social Media as I can to the Social Media wisdom of Laurel Papworth. 2. To find her a chauffeur (Laurel’s not a very good driver, and Laurel could utilise her time better if she wasn’t driving).

  • Pingback: Museums Australia Conference Day 3 | Thornypebble's Pond

  • Pingback: Kommunikationsforum | Kommunen på Facebook | Ellen Ravn Bertelsen

  • Pingback: How Social Media can Fix the Troll and Bullying problem » Laurel Papworth @SilkCharm

  • Pingback: Dealing with Negativity on Social Networks « Online Marketing

  • Pingback: Kommunikationsforum | Kommuner på Facebook | Janne Aagaard

  • Pingback: Future Proof – Protecting our digital future » Strategies for managing social media information – some retention and destruction issues

  • Pingback: 3 Rules for Managing Negative Online Comments

  • Pingback: 3 Rules for Managing Negative Online Comments « Ben Works

  • Pingback: 3 Rules for Managing Negative Online Comments »

  • Pingback: Bovee & Thill Business Communication Blog » Blog Archive » Surviving Social Feedback

  • Pingback: 10 of the top content marketing and social media blogs from this week - Content Marketing Daily

  • Kimberly Gurrea

    Bravo!!!!! Great article. I really enjoyed it. Thank you! @Boop28Kim

  • Christopher Roberts

    In the social media world bad press cannot ultimately be considered good press. The digital foot print will remain regardless; I agree with this article that either ignore or positively engage the viewer. This job should be executed by customer service and/or PR professionals within the company.

  • Pingback: Don’t Feed the Trolls: How to Handle Negative Comments

  • Pingback: In Praise of Experience During a Time of Social Media Crisis | T Recs

  • http://www.ericagut.com/ Erica Gutiérrez

    #8 is my favorite, if you are a douchebag, just own up to it, online or otherwise. ;) This honestly works for a lot of people I know, online and in real life. Haha. Seriously though, all are useful ways of managing reputations online. It’s good to have a list like this handy to be able to choose ones’s approach wisely.

  • Pingback: How to Respond to the Social Media Savvy Consumer | hannahgreasley

  • Pingback: Responding to the Social Media Savvy Consumer | hannahgreasley

  • http://www.woodstone.nu/salive Amma Rany

    Awesome Artical Really i have searching this type of valuable information From a lot of days i found satisfaction when Read your blog Thanks for giving this type blog and also please Read link bvba Woodstone which provide information server monitoring software & server monitoring tools

%d bloggers like this: