Community Leadership Summit Wiki

2011/Notes/How to be wrong gracefully

< 2011/Notes

180pages on
this wiki
Add New Page
Comments0 Share

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
  • 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!

Ad blocker interference detected!

Wikia is a free-to-use site that makes money from advertising. We have a modified experience for viewers using ad blockers

Wikia is not accessible if you’ve made further modifications. Remove the custom ad blocker rule(s) and the page will load as expected.

Also on Fandom

Random Wiki