Walking the Mine Field – Dealing with Negative Comments in Social Media

Friday, August 12 9:00-10:30am

Location: see right side of screen

The #1 reason businesses delay getting aboard the “social media train” is fear –- primarily, a fear of something “bad” being posted about you, your business, your product, your service, on Twitter or Facebook. It’s natural to be concerned, but fear is usually counter-productive. And it may even cause you to overlook opportunity, especially when it clouds your vision and paralyzes your thinking.

Let’s face it: Any negative post can strike fear into the heart of a business owner. But how you react to that fear often makes the difference between losing a customer and his business … or keeping it.

"Walking the Mine Field" guides you step-by-step in how to keep your head when negative posts happen and how to handle them before things get out of hand. We’ll look at real-world examples of negative posts and work through a solid plan that can help you respond in a positive way. You’ll learn how to stop having emotional, knee-jerk reactions to complaints and other reputation spoilers. And you’ll leave with a clear road map that will keep you calm as you:

1. Break down different types of negative posts
   
2. Define what "negative" means to you and your business
3. Examine how others have faced negative posts (and the corresponding results)
   
4. Create a response "decision tree" based on your own criteria

Mine Field Guides:

Carla Bobka, owner of SocialPie, is a customer relationship manager by training and by DNA. She's a regular contributor to The Women's Journal on social media topics and authors a weekly newsletter to keep business folks in the know on using soical media. She's worked with business like AstraZenence, Citi, YMCA of the Brandywine Valley and Distinctive Gardens, winner of 2011 AmEX OPEN Facebook Big Break for Small Business. She's also a massive cookie baker. Find her on Twitter: @CarlaBobka

Laurie Bick, is a marketing and business communications consultant recognized as one of the co-founders of Network Delaware, a group dedicated to the positive promotion of Delaware business and culture through social media. An expert in traditional marketing and corporate media with companies like ICA Americas, Corning and DuPont, Laurie was an early adopter of social media in business and personal branding. She currently helps clients use social channels to successfully market everything from products to people, leaving no stone unturned in support of business growth and positive public awareness. Find her on Twitter: @LaurieBick