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 turbu

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

• 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

12 online response principles

Move Fast

#1

Be Accurate

#2

Be Flexible

#3

Be Open

#4

Be Sincere

#5

Be Human

#6

Be Focused

#7

#8

Add Value

#9

Take Control

#10

Avoid Fights

#11

Don’t Censor

#12

Next steps

• Start tracking online conversations

• Develop Online Response Manual

• Identify & train teams

• Initially…

• Respond to misleading statements

• Focus on your own channels.

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@cpownall

charliepownall.com