listening to negative feedback

Georgia State Agency Social Media Summit

LISTENING TO NEGATIVE FEEDBACK

#TeamGaSocial

1. In need of customer service

2. Unhappy with something you posted or your brand

3. Political disagreement

4. “Trolling”

Types of Negative Feedback…Types of Negative Feedback…

#TeamGaSocial

1. In need of customer service

2. Unhappy with something you posted or your brand

3. Political disagreement

4. “Trolling”

How do you respond to these types of negative feedback?

How do you respond to these types of negative feedback?

#TeamGaSocial

1. Pool cross-discipline ideas for Terms Of Use; post TOU where all users can see it

2. Establish a clear employee use policy on social; tie in to pre-existing HR and IA standards

3. Consider a commenter/user “bill of rights”

4. Whatever your standards, apply them fairly and consistently

Some things you could and should do to foster a healthy community…

Some things you could and should do to foster a healthy community…

#TeamGaSocial

Lunch Break Until 12:15