How To Respond To Facebook Attacks

Ekaterina Walter

Intel Social Media Strategist

@Ekaterina

How To Respond to Facebook Attacks

http://bit.ly/kQhnia

@Ekaterina

Risk? Or Golden Opportunity?

The Retail Consumer Report, 2011:

of those who received a reply in response to their

negative review 33% turned around and posted a

positive review

34% deleted their original negative review

85% of consumers said they would be willing to pay

more (anywhere between 5-25% over the standard

price) to ensure a superior customer experience

@Ekaterina

Moderation

Guidelines

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GoodContent

NotPositive

Ugly

Intel is Awesome

Intel is too Expensive

Intel is @#$%@

Hire Experienced Community

Manager

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Listen!

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Form Crisis Management Team

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Be Careful With Closing Your

Page to Comments

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Choosing Which Posts To

Show on Your Wall

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Let Your Fans Speak For You

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Take Conversation Somewhere

Else… If Appropriate

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Know When to Walk Away

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Continue With Business

As Usual

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Other Tips for Everyday

Response

Respond quickly

Provide information every step of the way

Address it offline when necessary

Be honest

Don’t take it personally

Thank You!

Ekaterina Walter

http://www.ekaterinawalter.com

@Ekaterina

Fast Company Article: http://bit.ly/kQhnia