12 principles for responding to negative comments in social media
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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
