Presentation on theme: "Strategies for handling negative comments on social"— Presentation transcript:
Strategies for handling negative comments on social media @AlexKStevens
You just received your first negative comment on social media…NOW WHAT?
Four Step Process ACKNOWLEDGE It happens to everyone. Really. REACT Think before you push send, but not for too long. PREVENT Let’s never do this again, okay? REFLECT Maybe they have a point.
Don’t delete! Respond to negative comments on the original feed with a short, conscience, but friendly message. Your acknowledgement will set the tone for what comes next. Example: “I’m sorry to hear your concerns. How can I help solve your problem?” It happens to everyone. Really.
Don’t feed the trolls. Most comments fall into four categories: business error, a misunderstanding, a negative comment or spam. Don’t waste your time on spam. Slow and steady won’t win this race. A quick response can squash many issues, think INTERNET QUICK. You have hours and minutes to respond, not days or weeks. You can’t fix everything in 140 characters. Always respond publically and continue the discussion on a private channel. Accept the bitter with the sweet. People have a right to complain. Never delete legitimate, civil comments. Own up to your mistakes. We all make mistakes, own them. People appreciate honestly and ownership. Think before you push send, but not for too long.
Filters are your friends. Both Facebook and CRM platforms have great filtering tools. In the edit/manage permissions tab on Facebook you can flag words as spam and blacklist profanity. CRM systems such as Wordpress allow you to leave comments pending until approved. Comment at your own risk. High traffic blogs frequently have comment policies. Comment policies allow you to delete comments from violators without repercussions. Just a piece of the puzzle. To properly handle negative comments in the future, consider creating a crisis communications plan. You can’t react to what you don’t see. Consider setting up Google Alerts for your organization’s name as a failsafe method to catching rouge mentions. Let’s never do this again. Okay?
A negative comment is valuable feedback in disguise, sometimes. Or sometimes it’s just negative garbage. Take their suggestions and feedback seriously. Maybe the have a point.
Key Takeaways Acknowledge quickly Respond with a personal and genuine tone Public start, private finish You can’t stop the hate Be prepared Learn from comments CENSOR AS A LAST RESORT