News by Topic
- Search Marketing
- Email Marketing
- Loyalty Marketing
- Mobile Marketing
- Social Marketing
- Viral Marketing
- Trends & Ideas
- Internet Marketing 101
Eight ways to manage negativity on Facebook Pages
Social networks facilitate a two-way conversation between brands and consumers, but what if that conversation turns negative or nasty? What steps should you take in the face of such negative feedback?
Not everything posted on your social media sites will be helpful or, indeed, welcome. However, when you invite others to engage in dialog, negativity is hard to avoid.
Some members of your Facebook page may have a genuine beef with your product or service, but some may just want to rant or cause trouble (trolling and spam). How you handle the situation will be very public, and reflect on your business and brand.
It's therefore essential that you know what to do when faced with complaints, criticism, or even blind rage, on your Facebook Page. Here are eight tips to help you handle the situation.
1. First and foremost, create a policy clearly outlining the 'rules' around commenting on your Page, and ensure users know about it. Be clear how use of bad language or posts containing inappropriate content will be dealt with.
2. Keep your cool. Don't lash out at negative posts. Step back from the situation before posting a cool and collected response.
3. Reply publicly. Show you are in control of the situation by publicly responding. As well as being open, your reply may address questions that others have, but are not comfortable asking.
4. Keep replies concise. Get your point across without creating paragraphs of unwieldy text, which many won't bother to read. Stick to the facts and keep emotions and personal views off limits.
5. Reply promptly. Often silence is taken as avoidance. Even if you can not provide a complete answer to their comment at the time it was made, reassure them you are listening and finding them an answer.
6. Reply privately. Some commenters are there to make trouble, and some don't know when to stop. These participants are sometimes best dealt with in private, particularly if an existing public attempt to quell their anger has not been successful and is distracting other users.
7. Monitor the developing thread and keep in touch with the customer until they are satisfied with the outcome.
8. Ditch the trolls.. or not. It's not hard to spot a spammer or a troll, but do you delete them or humor them? ClickZ has a great article on how to deal with various types of troll.
- Reports: Brands are winning back to school
- Time spent gaming on mobile drops, eSports partly to blame
- Expert: How to turn data-rich into data-action
- Expert: 3 questions to ask before outsourcing
- Top retail brands' email marketing campaigns found wanting
- Retailers must consider tech expectations of in-store consumers
- Ad Roundup: Releases for social data, site understanding
- Best practices for a solid omnichannel strategy
Featured White Papers
- 7 Trends Impacting How We Use Digital Assets
Download this new Adobe white paper to discover the seven trends impacting how digital marketers create, manage, deliver, and optimize...
- The Retail Marketer's 2015 Holiday Playbook
Download this ebook to learn how to increase Average Order Value, drive last minute purchases, increase sales, extend in-store shopping...
- 3 Tactics to Increase Influence on Your Consumer's Complex Path to Purchase
Consumers are No Longer Predictable, and their Path to Purchase is No Longer Linear......
- What Your Website and a Great Book Should Have in Common
With real-time personalization, your website can share many of the same characteristics of a best-selling novel - including the ability...