The Art of Responding to Feedback from Your Community at South by Southwest Interactive (SXSW) 2009
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The document discusses the art of responding to feedback from an online community. It outlines a 3 step process: 1) Appreciation - thanking people for feedback, even if it's bad, since you want feedback; 2) Acknowledgement - understanding the perspective before acting; and 3) Consideration - finding the value in feedback, being honest about what you can and cannot change, and giving accurate expectations without dismissing suggestions as "stupid". The overall message is that responding to feedback in a thoughtful way through appreciation, acknowledgement, and consideration helps build goodwill in the community.
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The Art of Responding to Feedback from Your Community at South by Southwest Interactive (SXSW) 2009
- 1. Patrick O’KeefeOwner, iFroggy Networkifroggy.comAuthor, “Managing Online Forums”managingonlineforums.com
- 2. The Art of Responding toFeedback From Your Community Feedback?@iFroggy
- 3. Feedback Can Be…Scary Feedback?@iFroggy
- 4. Feedback Can Be…Valuable Feedback?@iFroggy
- 5. Feedback Can Be…Challenging Feedback?@iFroggy
- 6. The Art of Responding to Feedback in…3 Simple Steps Feedback?@iFroggy
- 7. Step #1Appreciation“Thank You” Feedback?@iFroggy
- 8. Step #1AppreciationEven if it’s Bad Feedback?@iFroggy
- 9. Step #1AppreciationYou Want Feedback, Right? Feedback?@iFroggy
- 10. Step #2Acknowledgement“I Appreciate Your Perspective” Feedback?@iFroggy
- 11. Step #2AcknowledgementUnderstand Before You Act Feedback?@iFroggy
- 12. Wait. Pause. This is Common Sense.Are the First 2 Steps Really…Important? Feedback?@iFroggy
- 13. Words Matter(i.e. “I’m Just an Honest, Blunt Person” is NOT an Excuse) Feedback?@iFroggy
- 14. Step #3ConsiderationFinding the Value in Feedback Feedback?@iFroggy
- 15. Step #3ConsiderationStrip Away the Negative Feedback?@iFroggy
- 16. Step #3ConsiderationWhat About Trolls and Idiots? Feedback?@iFroggy
- 17. Step #3ConsiderationIf it’s Good, Use it – If it’s Not, Don’t Feedback?@iFroggy
- 18. Step #3ConsiderationFeedback Isn’t Always Actionable Feedback?@iFroggy
- 19. Step #3ConsiderationBe Honest Feedback?@iFroggy
- 20. Step #3ConsiderationHonest, Yes - Blabbermouth, No Feedback?@iFroggy
- 21. Step #3ConsiderationGive Accurate Expectations Feedback?@iFroggy
- 22. Step #3ConsiderationThere Are No “Stupid” Suggestions Feedback?@iFroggy
- 23. Step #3ConsiderationDon’t Say “No,” Frame “No” Feedback?@iFroggy
- 24. This Will be Very Smart.. or Very…Foolish(Hoping for the First One) Feedback?@iFroggy
- 25. More Feedback?! Please…Twitter: @iFroggyE-Mail: patrick@ifroggy.comSkype: patrick_okeefe
- 26. Why?
- 27. Thank You Book Signing South by Bookstore Trade Show + Exhibition Floor RIGHT NOW Also available at Barnes & Noble, on Amazon.com, the Amazon Kindle, as an eBook from Powells.com and wherever super duper, very fine books are sold. managingonlineforums.com