How to Manage Negative Comments on Social Media?

Social Media Crisis

Develop a response strategy map for conversation Management

For any business using social media for customer engagement, a response strategy map is a system of responses drawn up collectively by the entire organisation for implementation during engagement with their target audience on social media.

Broadly speaking, a response strategy focuses on the responses to any comments made by the public. It is an action map created so that everyone in the taskforce knows what to do, how to respond, who to activate during a crisis, and how to close the loop to manage the online conversation. It can be used for managing public relations and should be refined after every major media crisis.

Every company will have its individual response to inputs from users in the social media space. The template provided in this article can only serve as a guideline for your corporate response strategy.

Negative Comments

If you received something negative, always give priority to manage those who came from your fans. Negative feedback usually involves service quality, damaged product, customer service, delayed delivery, long unanswered phone calls to helpdesk, wrong billing, etc. Whatever the complaints may be, they usually involve at least one department. This is the reason why your page should have one representative from each department to look out for comments related to his department and relay those concerns to his department swiftly.

Close the loop as soon as possible by activating service recovery. It could be as basic as getting on the phone with the disgruntled fan who is a loyal customer. Or it could involve getting the after-sales department to send a replacement down to the fan’s house. Whatever it takes to make a loyal fan happy, do it and show it. It will be the most rewarding social media publicity you can have for your brand.

What happens if the comments came from someone who is not your fan? Verify the content of his complaint. If it is valid, resolve it quickly by clarifying and notifying the department or staff mentioned in the comments.

Be humble and do all due diligence to check on the validity of the complaint. If the complaint is not valid and you suspect the person may be out to create fear and confusion, you can choose to ignore those comments. You can even delete them after all the internal investigation is done. Censoring certain negative comments can be a house rule on your platform.

Do not engage in an open debate or discussion with anyone on your platform. Take it offline as much as possible. Remember that it is the end result you wish to show and not the process on how you arrive at the resolution.

If you are using the response strategy map as a tool to handle a crisis, there are two things to remember.

1. Social media will not help you much if you have not built any goodwill among your customers or the public. A response strategy map yields little results if you have suffered too much bad press or bad mouthing in the marketplace.  The map is just a tool. It is not a magic wand for creating instant goodwill.

2. Remember that any social media fire must be put out by social media water. A local company once held a dinner and dance with a specific theme. Their staff posted photographs of the event on Facebook which are seen as disparaging to a certain ethnic group. The photographs created an uproar on social media and it went viral and the local press picked up the story. The company’s PR issued a statement to state that it was done in pure fun. However, that somehow made it even worse and it evolved into a full blown discussion in the local newspaper’s forum. Thus, if the crisis began from social media, use social media to engage it, not public relations.

Negative comments are inevitable and are ever present on social media. The art of persuasion lies in using negative comments to explain your brand more intimately to the detractors. Whenever there are comments, there will be conversations.

Always remember that what is worse than negative comments is no comments at all. Think of your relationship more than just responses. Draw up your own response strategy map (sample below) using your experience, internal standard operating procedure, and staff feedback. This may be a work-in-progress in the first year of embarking on social media strategy.

Conclusion

Comments are conversational contribution from the online community. It is the right of everyone to share their thoughts; both positive and negative ones. All comments should be followed up appropriately to help the brand stay engaged with their customers.

Author:

Andrew Chow is a Social Media & Public Relations Strategist, Certified Life Coach, Entrepreneur, Speaker and Author in Singapore. Andrew has spoken in many local and regional conferences to on Social Media Strategy, Media Management and Personal Branding, and Enneagram Personality.  His authentic presentation style made him a frequently sought-after keynote speaker. Graduated from Thames Valley University, Andrew is fondly called “ideasandrew” in all his social media connections. He has also founded several social networking portals with over 10,000 profiles.

He is the author of “Romancing the Media for Business”, “Social Media 247” and co-author of “88 Essential Secret for Achieving Greater Success at Work”. (andrew@andrewchow.sg)

 

 

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The role of social media in Public relations & Crisis Management

Public relations

Journalists from press and media are looking for you because they find your stories interesting online from search engine like Google and socialmention.com

Your book/publication on your specialty sells as low as 99 cents and attracts as many as 50,000 download worldwide on App store within 3 months.

Your press release can add multimedia content like linkedin profiles of key persons, corporate profile can be elaborated via youtube video and more archive pictures can be shared by platforms like Flickr.

Your news or feature on TV/Radio created new topics of conversation about your product. (Discussion)

Interaction with Mass Media is now possible with feedback and discussion done real time via Facebook page and Twitter. Even most of the mass media are using social media to share their content and solicit feedback.

Crisis

If you are going through a crisis and scores of others are speaking up for you before you even make an official statement yourself, you have created a faithful brand community on social media.

You can keep everyone updated of the latest happening without issuing a press statement or organise press conferences subsequently. (Twitter)

Lastly, do remember that all social media fire must be put out by social media water.

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Movie Launch : Friends with Benefits (21 Sep 2011)

Event : Friendship with Benefits
Offering : Buffer Dinner, Wine and Movie!
Date : 21 Sep 2011
Time : 6.30pm – 9pm (Wed)
Movie : Friends with Benefits
Price : $30/pax, $55/pair if signed up with a friend.
Venue : Cathay Cineleisure Level 6 – Preview Lounge

Program (subject to slight change) :

6.30 – 7.00 – Welcome and Cocktail
7.00 – 7.20 – Ice Breakers (Vanessa)
7.20 – 8.00 – Dinner & Social Networking
8.00 – 8.30 – Talk on Love Yourself, Embrace Your Body Shape (Vanessa)
8.30 – 9.00 – More Social Networking
9.00 – 9.15 – “Destiny Draw”
9.15 – Movie starts

** Please bring lots of namecards as we are expecting more than 100 pax

RSVP : andrew@andrewchow.sg with “Name/Mobile/Gender

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Participate in trial promotion of MASEGO THE SAFARI SPA of $98, and get a DVD of Andrew Chow Relationship Talkshows

ABOUT MASEGO THE SAFARI SPA

[youtube http://www.youtube.com/watch?v=WDIMX12Bso0&fs=1&hl=en_US&rel=0]

The first and the biggest Safari-themed concept spa nestled in SAFRA Jurong, experience a lush spa haven right here at Masego. Be welcomed by the gentle humming of tropical birds as you relax and indulge your senses in signature spa therapies inspired by Mother Nature.

• 14 unique spa tents, including couple suites and VIP rooms
• 9 foot massage stations
• Spacious lounge area
• Steam room facility

As you enter Masego …

[youtube http://www.youtube.com/watch?v=zqTsCxz2BFc&fs=1&hl=en_US&rel=0]

TREATMENT DETAILS
Divine Safari Face Spa (S$88|60-min)
This classic facial is a perfect treat to pamper dehydrated skin. Witness instant difference as your skin feels revitalized through a customized treatment regime which includes cleansing, toning, exfoliation and a treatment masque application.
Jewel of the Safari Massage (S$88|60-min)

This healing massage uses a custom-blended aromatic oil blend to relieve muscular tension and enhance overall wellness. Relax, recharge and indulge as stress and muscle aches dissipate into sheer bliss.
Empress Jade Face Spa (S$158|80-min) *Premium*

Lauded in ancient China for its lustrous beauty and therapeutic healing properties, precious Jade stone was used by Empresses and noble ladies to enhance the beauty and luminosity of their skin. This luxurious facial therapy uses unblemished chilled jade rollers to massage and improve micro-circulation, revealing revitalized and supple-new skin.

Detox Wellness & Lymphatic Drainage Therapy (S$168|90-min) *Premium*
This time-tested wellness ritual first detoxifies the body using deep-sea marine algae followed by a full body wrap, followed by a steam bath session to help purge the body of accumulated toxins and completed with a special manual lymphatic drainage massage to activate the various lymph nodes for improved circulation, alleviation of water retention and displacement of toxins and harmful free radicals in the atmosphere. You will feel lighter, refreshed and recharged after this health-boosting spa ritual!

TRIAL PROMOTIONS
Tier 1
1 session of Divine Safari Face Spa & 1 session of Jewel of the Safari Massage at $98

Tier 2
Top up an additional $58 to upgrade to 1 session of Empress Jade Face Spa & 1 session of Detox Wellness &
Lymphatic Drainage Therapy

TERMS AND CONDITIONS
• Offer is valid till 30 April 2011
• Price before prevailing government taxes
• Prior appointment is required, please call & quote SH-BCP for appointment reservations
• For first time customers to Masego, who are Singaporeans/Singapore PR above 21 years old
• Please present NRIC at spa reception for verification
• Offer is valid for one redemption per NRIC only
• The Management reserves the right to amend the terms and conditions of this offer without prior notice

OUR ESTABLISHMENT
Masego The Safari Spa
333 Boon Lay Way, Level 3, Leisure Wing, Singapore 649848
(5-min walk from Boon Lay MRT station)
Tel: 6790 1661
Website: www.masego.com.sg
Email: enquiries@masego.com.sg

Service is applicable for both genders.

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Bloggers share their hearts about their heartlander place in Singapore – Hong Kah Point

The posts from our bloggers to encourage their followers to soak in the spirit of Lunar New Year 2011 at Hong Kah Point is out! It is located at Blk 501 – 508 at Jurong West St 51.

This is a pilot project to encourage business association of all heartland centres to engage younger generation in heartland areas to rediscover the magic, fun and memories in their estates.

It will eventually lead up to Heartland Fiesta 2011 (1 Apr – 15 May).

Read about how :

The gentlemen :

1. Aussie Pete -  A Pictorial – I Left My Heart In The Heartlands – Hong Kah Point

2. Darren Ng - My Heartland – A Portrait of Hong Kah Point

3. William Tan -Hong Kah Point- The Little Chinatown in the West

4. Shaun Owyong -My Heartland Fiesta 2011- HONG KAH POINT!

The ladies :

1. Christine Ng - Girl Next Door + Panty Guide

2. Lingyi – Hong Kah Point is Hot!

3. Valentine – Eat, Shop and Play at Hong Kah Point this Chinese New Year 2011

4. Gin Wong – ginevi.wordpress.com

The official page of MyHeartLand – http://www.facebook.com/pages/My-Heartland-Singapore/137240103637

Please look for your favourite blogger’s link and vote for them by “like”

The top 3 winning bloggers will be announced by 30 Jan. They stand to win a total ang pow of $600 in cash!.

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Effective Social Media Strategies (Case Studies)


I am invited to speak on the “Effective Social Media Strategies” on 31 Jan – 2 Feb at the Social Media Enterprise Forum in Dubai, UAE.

Effective Social Media Strategies
• Fan recognition vs Fan acquisition
- Taggo.me – new recognition strategies for retail
- Response Strategy Map
• Community Awareness through Community Advocates
- Walking with Dinosaurs Project
- Mary Chia’s Wellness Program for Men
- Samsung LG – Life’s Good!
• The Art of Aggregation

I can be contacted for consultancy – andrew@ideamart.com.sg

[slideshare id=6501342&doc=sme7jan-110110002607-phpapp01&type=d]

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Walking with Dinosaurs – A Small step for Andrew, A Big Leap in using Social Brand Ambassadors

Who says “Walking with Dinosaurs” is just for children? The adults love them just as much especially when they stand 9m tall with heads almost touching the ceiling of the Singapore Indoor Stadium. On 1 Dec, 4000 people were among the very first group to watch the international acclaimed theatrical production – Walking with Dinosaurs. It was here in Singapore for 20 shows in 12 days (2 days break)

It is also the first time, a international company has budget for social media brand management and my company was awarded to manage the social campaign for 3 months. My allotment was 200 tickets, about 5% of the entire stadium on the very first night. 40% of them were given to charity (yes, I believe we are blessed to be a blessing to others).

Some of the VIPs created many wonderful user-generated content which help to promote Walking with Dinosaurs. The show ended just last weekend will be in Hong Kong from 22 Dec – 2 Jan.

This is the first time I have activated so many social brand ambassadors and the result has been great! Social business should leverage on social media for effective marketing and positioning.

It was such a good show that even our Prime Minister Lee and wife went on 11/12 to watch it

My VIP list on 1 Dec includes:

1. Merry Riana and family (check out her youtube video on Walking with Dinosaurs)

2. Magicbabe, JC Sum and Adeline

3. My good friend and great portrait artist Ocean and family

4. Joe Augustin and family

5. Aaron and family

6. Valerie Song and family

7. Samson and family

8. Annie Chan and friend

9. Estelle and friends ( Check out her home-made “promotional” video)

10. Willy Foo and friends (check out Willy’s wonderful pictures on Walking with Dinosaurs which I think is one of the best)

11. Karen Goh and family

12. Jenny Liew and family

13. Ellian and family

14. Gladys Chung and partner

15. Sharon Tan and partner

16. Valentine Low

17. Felicia Wang

18. Gavin Choo

19. Gin Wong (check out her blog)

20 Danny Pang & Family

21. Sebestian and girlfriend

22. Eric Feng and friend

23. James Leong (my NLP instructor) and family

24. Simon Foo and family

25. Cris Lu and her mother

26. Timothy and family + relatives

27. Last but not least my mother

Companies

1. Bole Business Consultancy (proud owner of www.myheartland.com.sg)

Charity

1. Staff and client of Young Women Christian Association

2. Staff and client of Student Care Services

3. Staff and client of Lutheran Community Care Services + 2 lucky draw winners from 19 Nov Golf event.

4. Staff and client of Singapore After Care Association

5. Staff and client of WINGS

6. Staff and client of Restroom Association of Singapore

7. Staff and client of B Well

Here are some of them captured on pictures

[youtube=http://www.youtube.com/watch?v=x0gjab7k6Ow&fs=1&hl=en_US]

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Danny and I went "bananas" meeting Christian Lee & Jason Chan, co-founders of Bananamana.com

There is something magically about 1-min video especially when it is content-rich, visually-inspiring and emotionally-impactful. Thats what bananamana.com is all about. I first know about Christian Lee‘s business venture from Willy Foo, a renowned photographer-techpreneur-marketer in Singapore. By the way, Willy and I were both alumni of Spirit of Enterprise award winner back in 2008. His one-min video about all vital aspects of photography are already making waves on youtube and bananamana.com

Initially, it was a just a meeting of chit chat between Christian, Jason and myself at Espressoul Cafe (yes! most of my meetings are held there as I love to connect my business friends together). When I mentioned about Danny Pang (owner of Espressoul Cafe chain) and what he does, Christian wanted to know him too.

So it finally happened on 14 Dec, 2pm, we decided to do content on serious dating and relationship to help singles to make more intelligent love decisions in crucial points in their lives. Danny’s content about coffee (from A to Z) will be done first. Danny gave Christian and Jason a live demo on how premium coffee is being prepared. He went to work quickly and narrate as he works. Obviously, Christian was busy filming it down using his iphone for audition purposes (ok, the last part was kidding :))

The meeting ended nicely with immediate follow up emails on the specifics. Get ready for a wonderful treat of 1-min videos coming your way about coffee you never knew. Be warned. You will never pay premium for ordinary coffee after you watched Danny in action.

More about www.bananamana.com

[youtube=http://www.youtube.com/watch?v=fWmQpETZRkQ&fs=1&hl=en_US]

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