Handling Negative Comments Online

I've been a lurker for a while, and remember this answer from a few weeks ago. You mention ignoring the haters and trolls, but... forever? If a hater posts up negative comments (several of them) to each and every one of your Facebook posts, do you continue to ignore them? Not only are they not professional, they have begun attacking people who post something positive. This has led to fewer other people leaving comments because they get attacked. Delete? Is there a "reporting" mechanism to Facebook, and if so, is it worth it? And then what about further complications of this being a big company's brand?

Once in espace, it's vital to respond to criticism, negative comment etc. Differences of opinion are easy, own and admit to the difference. If negative comments are mean spirited crap, call those comments out. If the criticism sticks, agree, apologize, share your course at doing better and thank the person that pointed it out. If you disagree with the criticism state your case factually and then artfully drop that criticism in the difference of opinion pile. Do not ignore negatives or criticism. Left alone those minor nuisances can grow into full blown catastrophe.

Lawsagna Great, great additions! Thank you!

Thanks, these are great points! Here area few more things that came to mind:
1. Sometimes, even if we donu00e2u0080u0099t want to engage in a debate, we can still thank people for their feedback if itu00e2u0080u0099s useful.
2. Never say online what you wouldnu00e2u0080u0099t say to a person face-to-face.
3. If somebodyu00e2u0080u0099s negative comment has a snowball effect and your community members start arguing among themselves, itu00e2u0080u0099s sometimes helpful to move the discussion to a separate place, like a discussion topic on a FB fan page, not to attract more attention from newcomers.

I forgot. You are still sick! Tell Jack Bauer no more late parties. And you are not drinking your Mimosa's as the Doctor ordered for the vitamin C! Get better already. I can see procrastination is an issue. Have you tried going to some motivational speakers?

Gini, This is good advice and I agree about ignoring haters and trolls, that's an unfortunately side effect of blogging, the Interwebz, etc. but genuine dissent is something else. Opinions will vary and people will disagree, so like you said you have to decide whether or not you want or will benefit from engaging in a professional, respectful debate. There will come a time when you also have to cut your loses, agree to disagree and walk away.

Ignore it? No you can't monitor everything, reply to all criticisms (and yes crises are another animal). But as Howie mentioned, you can and should USE that feedback to improve products, step up service. Depending on whom you're ignoring, you could be perceived as unresponsive, uncaring or just not on the ball. IDK I just think you sometimes have to take a little bad with the good, and if nothing else, show that you are listening, understand other opinions and yet, stick to your beliefs. So ignore (it all) at your own risk. FWIW.

Great info Gini. I had gotten a differing opinion from someone on Twitter. I did respond and realized that person wanted to "go at it". I learned really quick that there are times you don't have to respond.
No crisis had occured!

This was a nice primer for me, I like how you bundled things into two groups:

1. Serious crisis
2. Normal trolls/etc

Nice resource Gini, the Onyxcafe example related to the San Bruno fire pipeline is the best example I recall recently of a "serious crisis" did you evaluate that case at all?

HA! You just punked me! That is awesome but you now owe Ashton Kutchner $0.07 in royalties.

This is a great subject Gini! Brands actually need to embrace dissention via Social Media. Aside from an 'attack' that requires a law suit, this is a strategic tool. Consumers will especially gripe via Social. And you need to analyze the gripe. Bad service experience? Bad product experience? Use it as free feedback to improve your business. And every shout out is that person saying 'Here is your chance to reach out..I want to be loved!' Or something like that. Before they never called you up and complained, few wrote letters, they just bitched behind your back! Now they bitch in public and dare you to respond. Now you can identify improvements so much faster. Embrace dissention.

The problem is it is easier to tell a Client embrace the bad to make it good, when it's not our ego on the line everytime something negative is said.

Thanks for answering my question Gini. I think it's important for people to know they don't have to respond to every differing opinion, criticism, etc unless it's rude, includes cursing or extremely damaging. On a different note. I'm glad your speaking engagements are done for the year and you get to enjoy the holiday season. You deserve a break you busy lady you!
XOXO
Sam