What To Do When Social Media Turns Ugly
Online discussions of your company and its products aren't always pretty. Forrester offers some suggestions on what to do when the online conversation turns nasty.
As your customers increasingly discuss your business in online social media ranging from Facebook to Twitter to Yelp, you've got to expect some negative turns in the conversation. The only question is what are you going to do about it when it happens?
It's not that bad reviews and negative discussions are particularly common. A recent survey from RatePoint Inc. shows that six times as many SMBs find reviews impact their business positively (24%) as negatively (4%) -- some 31% aren't sure of the impact.
What To Do When Social Media Turns Ugly
As your customers increasingly discuss your business in online social media ranging from Facebook to Twitter to Yelp, you've got to expect some negative turns in the conversation. The only question is what are you going to do about it when it happens?
It's not that bad reviews and negative discussions are particularly common. A recent survey from RatePoint Inc. shows that six times as many SMBs find reviews impact their business positively (24%) as negatively (4%) -- some 31% aren't sure of the impact.
What To Do When Social Media Turns Ugly
About
Badge
Twits
somelab: @TheOpen100 Nominate, comment on as many #openhardware #opensource #openinnovation #crowdsource orgs as you want! http://bit.ly/8vZfNQ
somelab: @TheOpen100 Nominate, comment on as many #openhardware #opensource #openinnovation #crowdsource orgs as you want! http://bit.ly/8vZfNQsomelab: RT @presentationzen: 10 non-PowerPoint books that can help you create better presentations: http://snipurl.com/tstcs
somelab: RT @presentationzen: 10 non-PowerPoint books that can help you create better presentations: http://snipurl.com/tstcssomelab: Facebook Memology: Top Status Trends of 2009 http://ow.ly/OpKx
somelab: Facebook Memology: Top Status Trends of 2009 http://ow.ly/OpKxsomelab: Using Social Media Strategically http://tinyurl.com/ycapsx6 /via @RobinGood
somelab: Using Social Media Strategically http://tinyurl.com/ycapsx6 /via @RobinGoodsomelab: has crowdsourcing become a lazy cliche'? @thehitchcockb http://ow.ly/NHqZ
somelab: has crowdsourcing become a lazy cliche'? @thehitchcockb http://ow.ly/NHqZsomelab: RT @vincos: My new world map of social networks (dec 09) http://ow.ly/NCO4
somelab: RT @vincos: My new world map of social networks (dec 09) http://ow.ly/NCO4somelab: A casual history of casual gaming #gaming http://ow.ly/NyUu (via @abc3d)
somelab: A casual history of casual gaming #gaming http://ow.ly/NyUu (via @abc3d)somelab: RT @Dusanwriter: Sony Home virtual world hits 10M users, debuts cool 3-D game and embraces virtual goods http://ow.ly/Ns4U
somelab: RT @Dusanwriter: Sony Home virtual world hits 10M users, debuts cool 3-D game and embraces virtual goods http://ow.ly/Ns4Usomelab: If I Can Dream: Hulu Turns to American Idol Creator to Produce New Online Show http://ow.ly/N5MC #remediation in action (via @abc3d)
somelab: If I Can Dream: Hulu Turns to American Idol Creator to Produce New Online Show http://ow.ly/N5MC #remediation in action (via @abc3d)somelab: @davidorban I think it was great, stimulating and opinionated. looking forward to the next phase #somelab #startuplab
somelab: @davidorban I think it was great, stimulating and opinionated. looking forward to the next phase #somelab #startuplabsomelab: Shapeways is cool http://ow.ly/MGmc #somelab #3Dprint
somelab: Shapeways is cool http://ow.ly/MGmc #somelab #3Dprintsomelab: an interview with my gaming mother: gatekeepers for young gamers http://bit.ly/7Uauio #gaming #faceyouthlab #youth (via @faceyouthlab)
somelab: an interview with my gaming mother: gatekeepers for young gamers http://bit.ly/7Uauio #gaming #faceyouthlab #youth (via @faceyouthlab)somelab: an interview with my gaming mother: gatekeepers for young gamers #gaming #faceyouthlab #youth (via @faceyouthlab)
somelab: an interview with my gaming mother: gatekeepers for young gamers #gaming #faceyouthlab #youth (via @faceyouthlab)somelab: What makes good information design? An Infographic About Infographics http://ow.ly/MrLw (via @ethep)
somelab: What makes good information design? An Infographic About Infographics http://ow.ly/MrLw (via @ethep)somelab: just nominated Do Brands Need Agencies? | Face Forum, Nov 09 for SlideShare Zeitgeist 2009 #ssz http://slidesha.re/5aQd8b
somelab: just nominated Do Brands Need Agencies? | Face Forum, Nov 09 for SlideShare Zeitgeist 2009 #ssz http://slidesha.re/5aQd8bsomelab: RT @davidorban: Preparing for the first day of teaching tomorrow at the Startup Module of @somelab's course at IULM
somelab: RT @davidorban: Preparing for the first day of teaching tomorrow at the Startup Module of @somelab's course at IULMsomelab: Open Doc Contest - BBC provides uncut video from Digital Revolution for you to download and re-edit http://ow.ly/LOuu
somelab: Open Doc Contest - BBC provides uncut video from Digital Revolution for you to download and re-edit http://ow.ly/LOuusomelab: Habbo Launches Monitoring Tool Habble to track the level of conversation taking place about brands in-world http://ow.ly/L4TO (via @abc3d)
somelab: Habbo Launches Monitoring Tool Habble to track the level of conversation taking place about brands in-world http://ow.ly/L4TO (via @abc3d)somelab: TechTribe 2009 summary: digital is now, youth reality is not separate #youth #techtribe09 #face http://ow.ly/JUtT
somelab: TechTribe 2009 summary: digital is now, youth reality is not separate #youth #techtribe09 #face http://ow.ly/JUtTsomelab: RT @socialmedia2day: Are College and Universities Teaching Social Media Right? http://su.pr/1GMkFe
somelab: RT @socialmedia2day: Are College and Universities Teaching Social Media Right? http://su.pr/1GMkFe© 2009 Created by Francesco DOrazio on Ning. Create a Ning Network!
