Whether you’re a marketing agency or just a blogger, managing social media is just another part of the job. But, regardless of the amount of time that you’ve spent with social media, dealing with negative responses can be a tricky thing–especially tricky if you’re managing responses on behalf of a client and it’s their reputation and yours on the line. However you handle marketing-related crisis, remember to take a deep breath, relax and respond appropriately.
This is where digital advertising agency Fusion 360 has come to help with an infographic, titled How To Manage Negative Social Media Comments, that guides you through six simple tips for handling negative comments on social media.
Regardless of who you are or how long you’ve been working at a marketing agency, negativity is unavoidable; it’s never going away. So if you want some more detailed information on how to manage negativity, continue reading below:
Learn from what’s taken place
Even though social media distances us from the people hiding behind their profiles, negative responses and harsh comments can be difficult to deal with, even for the most seasoned of ad agencies.
Most people have gone through situations in which they’ve been faced with public disapproval or rude comments. Instead of going on the defensive or starting a comment war, read the negative comment a few more times, and try to see things from their perspective and think of how genuine help can be provided.
Avoid the temptation to delete
Just because something’s been deleted, doesn’t mean that its gone away. There are plenty of stories of movie stars, musicians, athletes and more who’ve come under fire for something that they’ve said weeks, months and even years prior through social media. That said, instead of immediately deleting a comment that casts a bad light on you or your client, choose to tackle the issue head-on, as top-tier agencies always do. Direct messaging options help to make this kind of resolution a private matter and can be extremely helpful.
Of course, from time to time, inappropriate comments will need to be deleted if profane, racist, contains explicit sexual content or anything else of the sort.
Respond in a timely fashion
All marketing agencies should understand the importance of deadlines–without them, accountability ceases. The sooner a problem can be addressed, the better. Social media users also deserve to have their concerns addressed in a timely fashion.
In fact, studies have shown that active social media enthusiasts have come to expect a response within only an hour of an initial engagement. When comments are deleted or ignored, audiences may feel that something is being hidden from them.
Respond in a calm, collected manner
In an ideal world, all social interactions would be filled with glowing reviews and words of kindness. Seeing as how they aren’t, a change in perspective is often required to put a positive spin on things. This should be seen an opportunity to transform an annoyed customer into a happy one by providing as much information as possible to help bring about a solution.
Daniel is an Art Director and Graphic Designer with over a decade of experience in advertising and marketing in the Greater Toronto Area.