Webinar (Live): Handling Negative Feedback Online: Strategies for Your Library with Laura Solomon

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Date/Time
Date(s) - 08/06/2019
2:00 pm CDT - 3:00 pm CDT


Graphic of someone leaving a negative review

We all dread it: the negative comment. Whether it’s on a blog post, in an email or on a social media channel, negative feedback can quickly demoralize us and leave us wondering how to respond.

In this webinar, we’ll examine the most common kinds of negative commentary and the best methods for handling each. We’ll also learn what differentiates an online troll from other kinds of negative users and what to do if you encounter one. Get ready to be a whole lot more prepared the next time one of those undesirable comments appears!

At the end of this one-hour webinar, participants will:

  • Be familiar with the 4 types of negative online feedback
  • Be aware of the 6 steps for handling negative feedback
  • Be able to define a troll and how a troll differs from other types of negative feedback

Laura Solomon, MCIW, MLS, is the Library Services Manager for the Ohio Public Library Information Network. She has been doing web development and design for more than twenty years, in both public libraries and as an independent consultant. She specializes in developing with Drupal. She is a 2010 Library Journal Mover & Shaker. She’s written three books about social media and content marketing, specifically for libraries, and speaks nationally on both these and technology-related topics. As a former children’s librarian, she enjoys bringing the “fun of technology” to audiences and in giving libraries the tools they need to better serve the virtual customer.

Competency Index for the Library Field: Library Management Competencies; Technology Competencies

Skill Level: Introduction & Beyond Basic

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