Dealing with online critics - and turning them into advocates. Sometimes it takes a little Aggressive Truthiness to get the point across.

1. WHAT THE
$#*&?!
@
ELGL & THE CITY OF RAYMORE, MO. PRESENT
DEALING WITH ONLINE CRITICS

2. MIKE EKEY
COMMUNICATIONS
DIRECTOR
CITY OF RAYMORE, MISSOURI
Facebook.com
/CityofRaymoreMo
/RaymoreParksAndRecreation
/RaymorePoliceDepartment
/RaymoreEmergencyManagement
/RaymoreAnimalShelter
Twitter.com
@Mike_Ekey
@CityofRaymoreMo
@RaymorePD

3. WHAT THE
$#*&?!
SET THE RIGHT
TONE EARLY
WHAT DO THEY
REALLY WANT?
FOLLOW UP AND
CREATE AN
ADVOCATE
ON THE AGENDA

4. Bullying is unwanted,
aggressive behavior that
involves a real or
perceived power
imbalance. The behavior
is repeated, or has the
potential to be repeated,
over time.
US DEPT OF HEALTH &
HUMAN SERVICES

5. 10%
20%
30%
40%
Public Policy Download Forms Research/Stats Gov't advice
50%
0%
RECENT(-ISH)
FINDINGS
The opportunity of social media
and government is not economic
or technological. It’s emotional.”
— Aneesh Chopra
U.S. Government CTO

6. AGGRESSIVE
TRUTHINESS
In local government, our duty is to serve the
public by engaging them where they are.
Part of the equation to engaging
the public is through new technology.

7. SET THE
RIGHT
TONE
FIND THE RIGHT
PERSON...
ALLOT TIME FOR
IT IN YOUR SCHED
GET APPROVAL
NOT PERMISSION.
WRITE & PUBLISH
A COMMUNITY
POLICY
AREAS TO CONSIDER BEFORE DIVING IN

8. FIND THE
RIGHT
PERSON
JAMIE HASENYAGER
RAYMORE ANIMAL CONTROL OFFICER

12. WHAT
COMMUNITY
POLICY?
NO LEAGAL GROUNDS, BUT IT HELPS
Set the ground rules for what you
will allow on your community page,
but recognize that all content is
subject to open records requests
and laws. Get your City/Board
attorney involved.

13. SPEND TIME
POSTING
BEFORE THINGS
GET CRAZY

14. SPEND TIME
POSTING
BEFORE THINGS
GET CRAZY

15. TURNING
CRITICS INTO
ADVOCATES

16. TURNING
CRITICS INTO
ADVOCATES
CORRECT BAD
INFORMATION
DISCOVER THE
TRUE MOTIVATIONS
BEHIND A POST
KNOW WHEN TO
STOP.

17. CORRECT BAD
INFORMATION
ALWAYS Address the emotional component
Politely, but forcefully correct the bad information
Provide a link to your website or another website
with the correct information
Sign the post

18. CORRECT BAD
INFORMATION

19. CORRECT BAD
INFORMATION

20. CORRECT BAD
INFORMATION

21. DISCOVER THE
TRUE MOTIVATIONS
BEHIND A POST
Not all posts are created equally
Remove all ego and truly ask,
"What is this post about?"
What are we REALLY COMPLAINING ABOUT?

22. DISCOVER THE
TRUE MOTIVATIONS
BEHIND A POST

23. DISCOVER THE
TRUE MOTIVATIONS
BEHIND A POST

24. Not every interaction needs to be won
Negative comments are OK and typically ignored
Allow your supporters to jump in and make
comments
Getting the last word does not count online
KNOW WHEN TO
STOP.

25. KNOW WHEN TO
STOP.

26. KNOW WHEN TO
STOP.

27. ADVOCATES TAKE
TIME

29. WHY DOES
THIS
MATTER?
IT SHOWS YOU
CARE
IT SHOWS YOU
ARE WILLING
RESPOND IN
REAL-TIME
IT SHOWS YOU
CAN ADMIT
MISTAKES AND
CORRECT THEM
IT ALLOWS FOR
INSTANT
FOLLOW-UP

30. THANK
YOU
FOLLOW ME AT @MIKE_EKEY
WWW.RAYMORE.COM/POLICE