Connie Benson is a community advocate, and is the community manager at ACDsee photo management software that I’ve used when I was a UI designer. Aside from that, she helps me co-moderate the Community Manager group in Facebook, and has been a big contributor in my research, defining the four tenets of community managers, and is becoming a great friend.
I asked Connie what to do when detractors criticize your company, brand, or products, we also talk about dealing with an overwhelming negative community or forum.
I also recommend setting up a process in advanced that helps to identify what type of detractor you’re dealing with, as some should be responded to quickly, and some should never be responded to (ongoing trolls). Develop a plan on what to do, as you’re going to have to deal with different personalities throughout your community program.