12 principles for responding to negative comments in social media

12 PRINCIPLES FOR RESPONDING TO NEGATIVE COMMENTS IN SOCIAL MEDIA @cpownall | charliepownall.com SINGAPORE | March 2012 Online issues management principles • Actively listen for turbulence • Think laterally and connect the dots • Assume guilty until proved innocent • Everyone is a gatekeeper • Language is no barrier • Focus on your own channels 12 online response principles • Move fast • Be accurate • Be flexible • Be open • Be sincere • Be human • • • • • • Be focused Follow-up Add value Take control Avoid fights Don’t censor #1 Move Fast #2 Be Accurate #3 Be Flexible #4 Be Open #5 Be Sincere #6 Be Human #7 Be Focused #8 Follow-up #9 Add Value #10 Take Control #11 Avoid Fights #12 Don’t Censor Next steps • Start tracking online conversations • Develop Online Response Manual • Identify & train teams • Initially… • Respond to misleading statements • Focus on your own channels QUESTIONS? CONNECT WITH ME: @cpownall charliepownall.com [...]...#8 Follow-up #9 Add Value #10 Take Control #11 Avoid Fights #12 Don’t Censor Next steps • Start tracking online conversations • Develop Online Response Manual • Identify & train teams • Initially… • Respond to misleading statements • Focus on your own channels QUESTIONS? CONNECT WITH ME: @cpownall charliepownall.com ...Online issues management principles • Actively listen for turbulence • Think laterally and connect the dots • Assume guilty until proved innocent • Everyone is a gatekeeper... Language is no barrier • Focus on your own channels 12 online response principles • Move fast • Be accurate • Be flexible • Be open • Be sincere • Be human • • • • • • Be focused Follow-up Add... Open #5 Be Sincere #6 Be Human #7 Be Focused #8 Follow-up #9 Add Value #10 Take Control #11 Avoid Fights #12 Don’t Censor Next steps • Start tracking online conversations • Develop Online Response