The final, and perhaps most important, part of the SWARM Methodology is to turn your combatants into advocates. Here’s how.
You can indeed resolve an online crisis politely, convert the combatant, AND correct mistakes they made. Here’s how.
The third step in my negative response strategy is to move any discussion of the issue offline.
One key to handling negative feedback is to think how you can give the “combatants” some kind of Win.
The first step in responding to negative feedback online is often the hardest for organizations — to speak in a human tone.