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June 2, 2011
Rolling Over, or Alongside, Criticism
 
Here from the trenches, or at least the tire racks, is a seasoned view of handling negative social media comments, compliments of Christine Taylor on Tire Review, "The Tire Industry's #1 Source for News & Analysis." First, Christine urges, categorize a comment. Is it a straightforward problem, a helpful criticism, an organized attack, or spam?

Each has its own index of response, from forthright apologies to collaborative improvement to withhstanding attacks and facing down spammers. There appears to be a wealth of experience behind this guidance. Well worth your attention, to help your organization keep rolling along.

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Doug Bedell has a background in journalism and PR and is the owner of Resource Relations LLC in Central PA, focusing on organizational and crisis communication. He’s the community manager of SimplyFair.net, a social network on fairness. On the Web, Doug’s at www.ResourceRelations.com. On Twitter, he’s @DougBeetle.
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