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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

            Intel is Awesome

 Good
Content

           Intel is too Expensive

  Not
Positive
             Intel is @#$%@


 Ugly
                                         @Ekaterina
Hire Experienced Community
          Manager




                       @Ekaterina
Listen!




          @Ekaterina
Form Crisis Management Team




                       @Ekaterina
Be Careful With Closing Your
    Page to Comments




                         @Ekaterina
Choosing Which Posts To
   Show on Your Wall




                      @Ekaterina
Let Your Fans Speak For You




                       @Ekaterina
Take Conversation Somewhere
     Else… If Appropriate




                      @Ekaterina
Know When to Walk Away




                   @Ekaterina
Continue With Business
       As Usual




                    @Ekaterina
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

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How to Respond to Facebook Attacks

  • 1. How To Respond To Facebook Attacks Ekaterina Walter Intel Social Media Strategist @Ekaterina
  • 2. How To Respond to Facebook Attacks http://bit.ly/kQhnia @Ekaterina
  • 3. 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
  • 4. Moderation Guidelines Intel is Awesome Good Content Intel is too Expensive Not Positive Intel is @#$%@ Ugly @Ekaterina
  • 5. Hire Experienced Community Manager @Ekaterina
  • 6. Listen! @Ekaterina
  • 7. Form Crisis Management Team @Ekaterina
  • 8. Be Careful With Closing Your Page to Comments @Ekaterina
  • 9. Choosing Which Posts To Show on Your Wall @Ekaterina
  • 10. Let Your Fans Speak For You @Ekaterina
  • 11. Take Conversation Somewhere Else… If Appropriate @Ekaterina
  • 12. Know When to Walk Away @Ekaterina
  • 13. Continue With Business As Usual @Ekaterina
  • 14. 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
  • 15. Thank You! Ekaterina Walter http://www.ekaterinawalter.com @Ekaterina Fast Company Article: http://bit.ly/kQhnia