Leveraging two-way symmetric communication on social to innovate and provide better customer service...

1. Georgia State Agency
Social Media Summit
LISTENING TO NEGATIVE FEEDBACK
#TeamGaSocia

2. 1. In need of customer service
2. Unhappy with something you
posted or your brand
3. Political disagreement
4. “Trolling”
Types of Negative Feedback…
#TeamGaSocia

4. 1. In need of customer service
2. Unhappy with something you
posted or your brand
3. Political disagreement
4. “Trolling”
How do you respond to these
types of negative feedback?
#TeamGaSocia

6. 1. Pool cross-discipline ideas for Terms Of Use;
post TOU where all users can see it
2. Establish a clear employee use policy on social;
tie in to pre-existing HR and IA standards
3. Consider a commenter/user “bill of rights”
4. Whatever your standards, apply them fairly and
consistently
Some things you could and should
do to foster a healthy community…
#TeamGaSocia

7. Lunch Break Until 12:15