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Social Media Engagement Guidelines: Surviving a Snark Attack

Event Interactive 2011
Format Dual
Organizer Connie Reece – ConnieReece.com
Description One reason businesses delay entering the world of social media is the fear of swimming in shark-infested waters. Even the most seasoned writer may not be prepared to handle scathing comments or a full-out assault by Internet trolls. Connie Reece has "been there, done that" when it comes to interacting with a wide variety of people online, and this session will include examples from personal experience, case studies, with ample time for Q&A. Attendees will learn: Why every company needs a social media engagement policy and comment guidelines. Why an intern should not be in charge of your company's social media presence. How to distinguish between snarks--verbal snipers--and attention-seeking trolls who are bent on disruption. Whether to allow anonymous comments. When to moderate comments or suspend them temporarily. How to handle negative comments and help steer the conversation to a positive outcome.
Questions
Answered
  1. Help! We got the first comment on our company blog and it's from a customer who says our service sucks. What do we do now?
  2. Help! We have all positive reviews on our restaurant except one, and it's from the mother of a fired employee. Can't we just delete it?
  3. Help! The only person who read the press release about our product launch is this blogger who wrote a scathing review and now there are 24 comments egging her on. How do I get my viewpoint across without being personally attacked?
  4. Help! Over the weekend a a blogger started a firestorm of controversy about our product and when I got to the office on Monday I had voicemail from a reporter wanting a statement. Don't these people ever take a day off?
  5. Help! Activists have taken over our Facebook wall and now there are nothing but angry tirades. How do I make it all go away?
Level Intermediate
Category Case Study
Tags CaseStudies, community, SocialNetworking
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