Image by rebekaburgess A colleague has been struggling with some negative talk on the back channel and asked me how I deal with it. When someone slights me, I use that resentment to drive me further, finish hard projects, go the extra mile, and get up when I fail. This is the famous chalkboard moment. Sports teams often use slights and trash talk to go out and hand it to the opposition. Michael Jordan admitted a similar fueling approach when he was inducted into the Hall of Fame. Jordan was criticized (justly), probably because he said he did it to prove all of his critics wrong. He also revealed several resentments toward players that were in attendance.
The following is a guest post by my former colleague Andrea Weckerle, the founder of CiviliNation, a nonprofit organization dedicated to fighting online hostility and character assassination. Her book Civility in the Digital Age: How Companies and People Can Triumph over Haters, Trolls, Bullies, and Other Jerks was released in February. Every single day we see example after example of online attacks against individuals and organizations. It’s as though people have forgotten, or possible never even learned, the art of disagreeing with another’s position or point of view without devolving into personal or reputational attacks against the other side as a means of expressing their displeasure. What’s interesting is that when we think about online attacks, we often focus exclusively […]
Image by Spi-V In its Holiday Marketing Best Practices Guide, Amazon coaches online merchants to disregard negative comments until they reach a ratio of 5% of all comments: “Most sellers will eventually receive some negative feedback. When it happens to you, put it in perspective: a 0-2% negative feedback rate is great! If your negative feedback rate is greater than 5%, review your business practices to correct any operational problems that might affect a buyer’s experience.” Amazon has had its fair share of customer service issues over the years. But I agree with the online retailer’s guidance in principle, and use a similar barometer in coaching clients about negative commenting.
“The lady doth protest too much, me thinks.” Hamlet, Act III, scene II Image by M Hillier When you engage in questionable acts, sometimes you or your organization have to set the facts straight to protect brand reputation. Many individuals and some brands tend to want to over-defend themselves. Instead of removing the tarnish, strong defenses can do the opposite, keeping an issue alive, and in most cases suggest a complicit nature in the brands’ actions. Questionable is defined as when the community starts publicly doubting your approach or acts. Note this is the public’s perception, not when you think you are right. A recent example is the White House protest of Standard & Poor’s well broadcasted credit rating downgrade. […]
Sitting on a panel about public failure this past week, the conversation revolved around negative comments and how to handle them online (Image by thebittenword.com). After five years on the internet as an opinionated blogger, I’ve learned a thing or two about negative attacks, comments and behavior from online communities. Heck, I’ve even been lambasted by friends for pointing out that fried chicken causes obesity, which in turn has been scientifically linked to breast cancer. So what do you do when the fried chicken freaks attack in defense of their beloved fattening dish? This was laughable so I will use it as an example. Often, I don’t find the more malicious attacks to be humorous, though. And I will discuss […]
Warning: There’s significant profanity in this podcast. Richard Laermer and I hosted our second show today. The El Show (follow us on Twitter) was a wee bit outrageous today, focusing on: Trolls Loren Feldman and his Puppets Michael Arrington and his Libel Suit Amanda Chapel – Hottie bombalody troll Us as Trolls Tr.im/Friendfeed Mass markets without newspapers Scoble’s mass unfollowing Socializing content – It doesn’t mean anything. Now it means get slimed! Nothing social about it GI Joe Download and/or listen to the El Show today.