How do you respond to a negative comment in an online community, on Facebook? Shut the Page down, ban the commenter, or kowtow to them?
How about a negative tweet on Twitter? Fight with them? Ignore them?
Promise to do better? Many social media guidelines have a one-size-fits-all approach when it comes to addressing negative criticism in social networks, but assessing the situation and the potential positive vs negative outcomes of responses is a skill that comes from experience.
Laurel Papworth was named "Head of Industry, Social Media" for Australia by Marketing Magazine, is listed as “most influential Twitter 100” by Grader and Power150 by AdAge and has been building online communities since 1989, including Usenet Newsgroups and IRC as part of the AARNET (Australian Academic Research Network) team.
Laurel is CEO of The Community Crew and has run large forums and virtual worlds for Everquest, Ultima Online and TV shows such as Junior Masterchef, Big Brother and Biggest Loser communities. Her workshops on Online Community Revenue streams are popular across Asia and she regularly keynotes in Middle East, Asia and Australasia on building and maintaining online communities. Laurel also teaches community management at the University of Sydney and film schools e.g. Australian Film TV and Radio School and MetroScreen.
Follow Laurel on Twitter: @SilkCharm
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