Just came across this brilliant flowchart made by Michael Grimes. A simple outline of how you should approach the task, of responding to good or bad information posted about you online.

As Gavin Wray says in the comments on Michael’s post:

“Thanks for making this guide. You make clear sense out of what can seem a daunting task.”

You see it time and time again. Organisations showing terrible timing and understanding, responding to bad feedback by alienating people and ignoring the community.

If you can answer these questions by a yes or no, you have come a long way in your aproach to bad feedback. The golden nugget being: listen first, then react.

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