How to Respond to Facebook Attacks
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Transcript of How to Respond to Facebook Attacks
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How To Respond To Facebook Attacks
Ekaterina Walter
Intel Social Media Strategist
@Ekaterina
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How To Respond to Facebook Attacks
http://bit.ly/kQhnia
@Ekaterina
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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
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Moderation
Guidelines
@Ekaterina
GoodContent
NotPositive
Ugly
Intel is Awesome
Intel is too Expensive
Intel is @#$%@
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Hire Experienced Community
Manager
@Ekaterina
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Listen!
@Ekaterina
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Form Crisis Management Team
@Ekaterina
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Be Careful With Closing Your
Page to Comments
@Ekaterina
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Choosing Which Posts To
Show on Your Wall
@Ekaterina
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Let Your Fans Speak For You
@Ekaterina
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Take Conversation Somewhere
Else… If Appropriate
@Ekaterina
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Know When to Walk Away
@Ekaterina
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Continue With Business
As Usual
@Ekaterina
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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
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Thank You!
Ekaterina Walter
http://www.ekaterinawalter.com
@Ekaterina
Fast Company Article: http://bit.ly/kQhnia