Social media: how to handle feedback

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Many organisations don't want start a blog or Facebook fanpage because they're afraid of people contributing nasty or unwelcome comments. But, with a little fore thought and advance planning, it doesn't have to be that way.

Technology

Feedback & Social Media Sherrilynne Starkie, MCIPR, ABCS 05 March 2010

Agenda Review of dynamics Kinds of feedback Plan to react

Feedback Categories Problems: something is definitely wrong

Feedback Categories Criticism: suggestions for improvements

Feedback Categories Attack: You screwed up

Feedback Categories Trolls: Unwarranted attack/spam

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