Facebook Disclaimer : An excellent template for usage/interaction policy from Spirit of Enterprise Group

This is one of the best usage/interaction policy statement any Facebook page owner or group owner can have within its description

https://www.facebook.com/groups/spiritofenterprise

SOE Facebook Disclaimer

You agree, through use of this Facebook page:

- That you will not post any material which is knowingly false and/or defamatory, inaccurate, abusive, vulgar, hateful, harassing, obscene, profane, sexually oriented, threatening, invasive of a person’s privacy, or which otherwise breaches any law;

- That advertisements, chain letters, pyramid schemes, and solicitations constitute inappropriate use of the forum. However, if you can offer expertise, guidance or information on given subjects, please do so, but do not offer this advice as an attempt to sell your own product or service. Any attempt to solicit customers may result in removal from this page.

- Given that posts appear in real-time, it is impossible for SOE to review a post before it becomes publicly readable. SOE cannot guarantee the accuracy, completeness, or usefulness of any post. SOE does actively monitor posts, but is not responsible for the content of posts. A post expresses the views of its author and does not represent the views of SOE and SOE shall not be liable for any postings.

- That you are solely responsible for the content of your post and you indemnify SOE in respect of any costs, expenses, losses, damages, or claims arising out of your use of this forum. SOE reserves the right to reveal your identity in the event of any complaint or legal action arising from any person posting a message. By contributing to this forum, you consent to your post being altered, edited, or adapted in any way SOE sees fit or removed without providing any reason.

- Any user who has an objection to a post is encouraged to contact the Facebook moderator, on secretariat@soe.org.sg. Please contact the moderator directly and not through Facebook itself.

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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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Social Media 247 – Everything you need to know to leverage social media for business success

Trying to understand social media is like teenagers trying to understand love. Everyone is curious about falling in love but very few know the commitment attached to it.

This book is not about providing you with 247 proven social media tips for business success. Neither is it about revealing 247 social media applications from all the strategies discussed.

Social Media 247 is really about taking social media management and development as a lifestyle, 24 hours a day, seven days a week.

 

 

 

 

Social Media Fundamentals

1. A Peek Into the Future

2. Content is King

3. Conversation is Queen

4. Community is Everyone Else

Social Media Applications

5. Are You a Brand or Bland?

6. Let’s Get Professionally Social

7. Conversational Marketing

8. Social Media is the Real Public Relations

9. Customer Relations Management 2.0

10. Internal Communication Comes First

11. Seductive Sourcing and Talent Community

12. Corporate Social Responsibility Takes on a New Meaning

13. Retail Beyond the Four Walls

14. Social B2B versus Social B2C

15. Having MICE in Mind

Social Media Planning

16. What is Your Game Plan?

17. What is in Your Tool Box?

18. Don’t Get Ready, Be Ready

19. Are You Social Media Etiquette- and Ethics-proof?

20. The Most Challenging 24/7 Job

21. Outsourcing versus In-house

22. Corporate Social Media Policy

23. Which Ones are Right for Us?

24. Are You Web 2.0 Ready?

25. Content Management System

26. Keeping a Corporate Diary

Social Media Implementation

27. The C-level Executive Personal Branding

28. Social Brand Pitfalls

29. Managing Positive, Neutral, and Negative Comments

30. Bring the Social Networking to Your Corporate Portal.

31. Hiring Social Media Celebrities

Social Media Monitoring

32. What’s the Buzz?

33. Discover the Nine Different Personalities on Social Media

34. Social Media Key Performance Indicators

Epilogue

Bonus Chapters

1. The Age of SOLOMO

2. Show Me the Money and Loyalty

To order this online – www.social247media.com

Get an autographed copy from Andrew Chow

at special price of $25 before it reaches the book store in Singapore in middle Oct 2012

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Master the Art of Social Media Conversation

There cannot be a good campaign without good conversation online.

Many brands are too eager to use social media as an alternative to broadcast without listening to what the market want.

Gather the market sentiment by following thread and other conversation.

Create survey or quizzes to build new databases and study the insights for new trend.

Draw your conclusion on market demand and expectation.

It’s easy to talk about yourself in advertising but the challenge is how to make others talk about your brand positively?

Sharing information beyond your organisation will position your brand as Information Centre and loyalty will be built over time.

Always share knowledge and sell only your expertise on social media.

Comment and discuss constructively.

Learn to filter out the noise and develop a Response Strategy Map within your organisation to handle different kind of discussion and inquiries.

The crux of the matter in conversation is to manage negative comments and criticism positively.

The ability to turn a crisis into a blessing will enable your brand to occupy a bigger mind share than before.

Being transparent, quick response time and engage in a personable ways are essential in communicating your personality as a brand.

Any Social Media fire must be put out by Social Media water.

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