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01

Nov

Managing negative feedback

Written by Jeremy Webb

Category: Blog

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One of the most common concerns we hear from organisations about using social networking is the fear of negative comments or criticism. Our reply is this:

• What are you afraid of? Is there something we should know? If you are genuine, and honest then you have little to fear.
• There will always be a minority of people that will be unhappy no matter what you do. Better to find them, engage with them than ignore them and let something fester.

There will always be channels you can’t control - word of mouth gossip, blogs, newspapers but you can control your own channels - your web site, social networks like Twitter. Often you can squash negativity with positivity.

How you deal with negativity depends on the type:

• Genuine problem- There is an actual problem with your product or service. Your web site might be down, or your fund raising teddy bear might shrink in the wash.
• Constructive criticism - A problem and a solution. Bingo!
• Warranted Attack - A problem accompanied with some anger.
• Spam  / Baiting - Some one looking to pick a fight.

The first thing in every situation is not to rush in. Take a minute to read and re read the post. Try to understand what it actually means, and what the actual intent of the message is. Ask your self “what else could this mean” as you may have been quick to assign your own meaning to it using your experience and knowledge filters.
In all situations, remain calm and positive. Deal with the issue, don’t attack the person. “Play the ball, not the player.” More difficult in the warranted attack, as it might feel more “personal.”

Look at the issue raised. Is it really a problem? If so, thank them for the feedback and say you’ll look into it. If you make changes, get back to them and inform them that you have done so. You might gain a new fan.

If it’s not an actual problem in your eyes, get back to them and explain why.

In almost all situations aside from spam or baiting, a positive response is the best way forward.

- This is an extract from the forthcoming book, "Twitter for charities, non profits and the voluntary sector" by Jim Byrne and Jeremy Webb. Available from iTunes and this site December 2011.