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TripAdvisor and YelpOnce in a while, a story will spread online of a business owner who has responded to a negative TripAdvisor or Yelp review in a pointed manner. The headlines for these stories include words and phrases like “epic,” “perfect” and “hilarious take down.”

I get it. It’s your livelihood. Maybe the reviewer was nasty or unreasonable. It was fun to give them a dose of their own medicine. To take them down a peg. But here’s a question: what’s the business value of doing so? Do you believe it nets you a profit or a loss?

Unfortunately, I would not be surprised if some restaurant and hotel owners and managers believe they will be the next “viral sensation” by responding rudely to an “unfair” Yelp or TripAdvisor review.

Good luck with that approach. You are winning the battle and losing the war.

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I was recently approached by someone who was looking for examples of company representatives that had engaged on an online forum that they didn’t own. This happens a lot, but as a friend put it, “I’ve seen too many examples to count but finding them is a real pain.”

There is a ton of value in forums, and many companies already take advantage of that value. However, others wonder how companies are doing it. To help with this, I asked around and put together a collection of solid examples.

My criteria in collecting these was pretty simple. A company representative must be engaging in an online forum that they do not own or manage. Their contribution must not be something that is simply expected. In other words, they don’t have to engage, it’s not the norm, but they chose to do so. Most importantly, they did so in a way that was accepted by the community and those who manage it.

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Whenever someone talks about the abuse they are dealing with online, inevitably there are people who tell them to grow a thick skin and/or ignore the trolls. I don’t doubt that most of these people have good intentions at heart, but this advice just isn’t useful.

It’s not useful because we already know it. Chances are, when you say this to someone, they have heard it before. Thanks to the internet, I believe that we have thicker skins than ever before. If you know someone who is opening up about the sort of abuse they receive, chances are they already have a thicker skin than you do. You are just hearing about what they are choosing to share with you, not the entirety of what they have received. They don’t need to hear “grow a thick skin.” They already have one.

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I opened TweetDeck yesterday and immediately saw a tweet from someone I didn’t know, raving about the customer service that they received from a particular brand. The tweet itself had been retweeted by a friend, which is how it ended up in my stream.

The company he was talking about was not one I had heard of before, and I’m not likely to buy their products. But I clicked the tweet to check out the image that was attached to it. And then I saw this tweet (I’m paraphrasing, not looking to call out the individual):

“They do have great products and customer service! Their customer service could be even greater if they used [name of customer service related software].”

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282/365 - Forbiden
Creative Commons License photo credit: EcoVirtual

If you run a search on Google, it’s easy to find people who have been banned from forums. Because they’re talking about it. Many are trying to figure out how to get around the ban or how to change their IP address.

But changing your IP address isn’t the best way to go about it. Not if you really enjoy the forum and want to return. If you are reading this and this describes you, my intent is to help you to get back onto this forum in the best manner possible, if that is what you are after.

I know this sounds crazy and it might not be the most popular answer, but the first step is that you should accept the ban and move on, even if they are being unfair to you. I have been on all sides of this and have been banned myself. Let me explain.

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This is not a political article. I cannot stress that enough. Our comments section should remain free of general thoughts about President Obama, the Affordable Care Act or any topic that is generally political and not related to community management, moderation or the circumstance I am about to describe. Thank you.

President Barack Obama joined Quora earlier this week. His first two answers, posted Monday, were both to questions about the Affordable Care Act (ACA) (answer 1, answer 2). They were of good quality, in my estimation. They both answered the question asked and did so thoughtfully. The only negative is that both included brief messages encouraging U.S. citizens to sign up for health insurance prior to next week’s deadline.

Those statements take up less than a quarter of the overall message and, since the discussion is ACA related and this is the President, I can understand how they may be generally forgivable. A tradeoff for getting the President on your platform.

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On Thanksgiving, television producer Elan Gale live-tweeted his side of a contentious exchange with another passenger, on board a flight. If you haven’t heard the story, you should read this Storify post. Be sure to click “Read next page” at the bottom of the embedded tweets and photos, as there are a couple of pages.

There is a lot of speculation about this story and you can do a Google search for that. I don’t know that I believe the story (edit: looks like my suspicions were correct). But for the sake of this article, let’s assume that the story is true and that it is precisely as Mr. Gale described, from his notes, to Diane and her personality.

My family has spent a lot of time working in the service industry, but I don’t think much of Mr. Gale’s actions. It’s hard to take a high ground, as he attempts to do on his blog, when your actions are no better (and, in my opinion, worse) than the target of your criticism.

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Cluster Computing Research
Creative Commons License photo credit: stwn

Once in a while, someone will pop into my community and ask members to fill out some survey. If the first time I hear of you and your survey is from reading a public post that you made in the community, that is not a good look for you.

I’m fairly protective of the community when it comes to people taking advantage of them. While our members are a great resource, the community doesn’t exist to fill out surveys for people. If you wish to utilize the community in this way, you really should ask the manager first and receive permission for doing so.

It’s a courteous, respectful thing to do. You don’t want to assume that your request is acceptable and if you post it and it is not, it’ll be removed. If your request is appropriate, having the stamp of approval from the manager can help you to get more responses as members know that it is alright.

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Espa├žosa
Creative Commons License photo credit: elbragon

I have this member on KarateForums.com, who has been with us since 2005. That year, he pushed against our guidelines so persistently and badly that I banned him. He didn’t like our guidelines, he didn’t like that we didn’t let him treat people in a certain way. After I banned him, he emailed me and asked me to give him another chance, pledging to do better.

I very rarely unban anyone. I don’t treat bans like a game, I don’t have temporary bans. We’re flexible, we’re reasonable, we try to work with you. When you have been banned, that means you’ve demonstrated a lack of caring and it’s time to go. But in a very small percentage of cases – a fraction of a percent – I will unban someone if they take responsibility and express a genuine desire to participate in good faith and do better. I felt that this member’s message to me was genuine and I unbanned them.

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Spam Doesn’t Have to Be Automated

Posted by Patrick on September 12th, 2013 in How Should I Participate?

Is that message spam? Two people can give a different answer about the very same message, depending on various factors. But one factor that doesn’t really matter is whether or not the message was delivered by a bot or through some automated process.

This logic doesn’t pass muster and a simple exercise exposes this. Let’s say that I use a bot to post a message on your community, send you a message on Twitter or send you an email, and you decide that message is spam. If I were to manually send you the exact same message, would you magically decide it wasn’t spam?

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