If you are wrong - what is the best way to admit you made a mistake and move forward.
- Admit that you are wrong once you know - Someone who admits that they were wrong often gains more respect
- Respond in a new or separate post and link from original
- responding on twitter & google + can be difficult to reply & follow the discussion
- How is it best to respond to an anger customer on a site like twitter?
- Directly responding them, and reminding them we are all people can help to calm folks down. This can turn someone who was unhappy into your advocate.
- In communities - someone is always wrong at some point in time. It doesn't mean that folks are angry. Its not always a conflict point.
- Be sure to be clear on the original post that you have updated it with correct information (top of post)
- Do you take down information if it is wrong?
- if its your own info? Yes you can delete, or edit post to say that you removed specific content
- What if its someone elses content (such as in a forum)?
- very situational
- sometimes the community can provide feedback on if it should be removed or not -
- sometimes its a judgement call
- Should the community weigh in on these responses?
- this is likely to need a product tool (voting up & down responses to get the best one to the top)
- What if your company doesn't want you to weigh in on a hot button topic?
- empower your pro users to help defend or answer your responses
- What to do if you see a problem before your community notices?
- always admit that you were wrong but how much do you need to tell?
- being clear & transparent with providing full details (especially in open source) can be very assuring to the community
- always admit that you were wrong but how much do you need to tell?
- When do you stop responding? When is it just not worth it?
- Don't feed the trolls
- Hiding behind legal?
- What happens when the compnay makes a wrong move and doesn't go public - fill the gap by saying something like "you may notice this but i can't talk about it at this time"
- Legal doesn't have to be complicated - you can push back!
- PR can also play a role
- community people can be empowered by the power of PR
- What happens when its not a technical difference - but more of a social issue?
- what to do? maybe not work with that person?
- sometimes you don't want to apologize - so what do you do? Agree to disagree? Agree to change the type of dialogue?
- Start out by assuming folks are right but with add extra questions to further the question - and help them admit that they are wrong
- Leave everyone an out - allow people to be wrong without feeling embrassed!