Social media is an information superhighway, so the probability of encountering negativity, even a crisis, is high. It’s important to be prepared and have a cool head in case an unexpected issue arises. Words are fleeting, but online writing remains forever on the internet!
Managing your brand’s online reputation is more critical than ever, because it’s often the primary communication channel with the public. With great power comes great responsibility. As someone with over 15 years of experience working with corporate social media accounts, I’ve witnessed firsthand the complexities of navigating the social media information highway.
Following up my CrowdStrike social media post, I share some practical tips I’ve developed through real-world experience to help you deal with negative posts and comments about your brand:
Keep Your Cool: Handling Negative Feedback
The first rule of thumb when receiving a negative post is to stay calm and assess the situation. Breathe in, breathe out, take a step back, and avoid another emotional reaction. Before responding, it’s crucial to verify the validity of the claims being made. This is especially important when such feedback comes outside of your working hours, when you might feel alone in handling the situation.
Transparency is Key: Never Deleting Negative Posts, They Harm Than Good
Resist the urge to delete the negative post. Transparency is key to building trust with your audience. Deleting the post can make it seem like you’re trying to sweep the issue under the rug, and it may only fuel the fire even further.
Focus on Solutions, Not Appeasement
When responding to a negative comment, your primary goal should be to resolve the issue, not win a written argument on social media. Acknowledge the user’s concern and show empathy. Focus on finding a solution that addresses their specific problem. However, it’s important to maintain a professional tone and avoid using emojis that might be misinterpreted.
Assemble the A-Team for Serious Issues
For more serious issues that require a strategic response, don’t hesitate to involve your internal colleagues. Assemble a team with the expertise to develop the best course of action. This may include your public relations team, customer service representatives, or legal department.
Flagging for Review: When to Report a Post to the Platform
If the negative post violates the social media platform’s community guidelines, such as hate speech or bullying, report it to the platform for review. Most social media platforms have clear guidelines for acceptable content, and they will take action against users who violate them.
Taking the Conversation Offline: A Personal Touch Makes a Difference
Sometimes, resolving a situation requires a more personal touch. If the user’s concerns are complex or require further explanation, offer to take the conversation offline, or somehow far from social media. You can do this by suggesting a follow-up email or direct message.
The Key Difference Between Negative Comments and Posts
The approach to handling negative comments may differ slightly from how you handle negative posts. When responding to comments, prioritize patience and a solution-oriented approach. Acknowledge the user’s concern and assure them that you’re committed to finding a resolution. Here’s an example of how you might respond to a negative comment:
“Thank you for your comment. We understand your frustration, and we apologize for the inconvenience. If you could send us an email at info@XY.com, our product team would be happy to get in touch with you to discuss the next steps.”
By following these tips, you can effectively deal with negative social media posts and protect your brand’s reputation. Remember, social media is a two-way street. By actively listening to your audience and addressing their concerns, you can build stronger relationships and foster brand loyalty.
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About the author:
Let’s make things #zSofisticated!
Zsofia Raffa is a global digital marketing strategist with a journalist’s heart! With over 15 years of rocking the marketing world, she’s helped brands like Kodak Alaris, NVIDIA, Black Rock, and Lufthansa to shine digitally.
She’s all about turning data into stories that wow. As a regular newspaper writer, Zsofia knows how to make numbers turn into capturing attention. LinkedIn is her special field – she’s mastered the art of social selling, lead generation, and turning employees into brand ambassadors.
