Join us for a journey into the dark side of social media as we take a look at how community managers and moderators deal with trolling, anonymous commenting and just general nasty stuff in the online world.
Our panel will feature expert guests from online news sources, major commercial Facebook communities and more, all sharing their war stories and tips on what to do when you find a troll under the bridge.
Roll in our now-regular Shiny New Thing segment and generously sponsored refreshments and, as always, you’re sure to “drink something cold, meet someone new and learn something useful!”
Panellists will share their war stories and insights into what works when the hecklers get hairy:
Anna Connell - BNZ's online community manager.
Anna is across all of BNZ's online platforms. If you've publicly commented about the bank online, Anna and her team have seen it, sometimes cried in a corner about it, sucked it up and crafted a response to it. This usually all happens within 5 minutes, thousands of times a month at all hours of the day and night. Before BNZ, Anna started the online communities for the Auckland Theatre Company. Her skin was a lot thinner then.
Chris Keall – NBR’s head of digital, and prolific technology business newsbreaker.
Chris revamped NBR’s lively comments section last September, introducing a raft of new features to keep the trolls at bay. Chris also moderates the Q&A for the NBR's live one-hour 'Ask Me Anything' sessions, where anyone can ask a prominent business leader or politician a question about, well, anything.
Michael Kooge – Breakfast newsreader and digital content editor for The Edge radio station (Mediaworks).
Michael’s grown the station’s online communities from a few fistfuls of fans and followers to a whopping 140,000 on Facebook and 48,000 on Twitter. The bigger the community, the louder the noise, and Michael knows how to keep harmony when the vuvuzelas start trumpeting.
Richard Irvine – NZ’s cricket’s shiny new digital and communications media man.
Most know Richard from his days managing Telecom’s online response team, where the comments ran hot, thick and sometimes nasty, especially when network issues erupted.
Annimating and moderating the panel this month is
Presenting our 'Shiny New Thing' of the Month:
Russell Stephens of NZ Post
Russell will give real examples of how NZ post combine social media with more traditional customer service channels to monitor and resolve issues as they happen. Russell is 'Head of Channels' for customer solutions and services at NZ Post. He uses Oracle's social relationship management tools to listen, engage and monitor social interactions to glean valuable customer insight and improve customer experience. Oracle released a new Social Relationship Management platform late last year.
Don't forget to register here.
We'll be livestreaming the event if you can't get there in person.
Thanks Jim for the funky cartoon -