Managing Negative Online Comments

Gini

Hair looks great! Love the bangs and color!

By human nature, I think you will always get those that bash... I had a woman repeatedly on my site bash doctors in general how we were all out to promote tests etc. Literally wrote pages and pages on my breast cancer screening post. I countered with, gently telling her to find a doctor she trusted and that I had discussions with my patients and respected their choice. It kept the conversation at bay rather than escalating it.

Your hair looks great...as does the wine. I have no other input.

I recently had an issue with negative online comments on a video on my YouTube channel, I have writers who do video reviews and the comments were starting to be blatantly rude and disrespectful. I don't mind negative comments if the commenter can present in a respectful manner, disrespect has no place in any communication online or offline. You can dislike something and talk about what you don't like about it, but be prepared to elaborate and provide details so that either changes can be made if they are determined to be defects/feature improvements that are valid or prove that you at least used or tried the service to know you can actually provide an opinion that isn't based on actually using it.

My policy has always been to approve/accept all feedback even if negative as long as negativity is presented without blatant disrespect. If something negative is trending enough with a hashtag and being picked up then obviously a company has to get involved and start monitoring to do damage control or customer education at some point.

@c_pappas hahah! Seriously.

I am renaming this chat. Question of the week: "Do you love Gini's new haircut?" Survey says, Yes! (Also proving that this forum is great for positive online comments :)

I think you're right about human nature - some people just want to bash. But I think in many instances that actually helps further a discussion. Sometimes it even creates a discussion where before there was only agreement.

I always tell small businesses and non-profits that there will always be a certain amount of negativity in any new social or web endeavor, but they shouldn't censor it. Negative comments can lead to new discoveries about how to do things better and it also shows a proactive approach in dealing with negative issues. Either way, I think fair-minded people can see baseless negativity for what it is and will react accordingly - by ignoring it.

And if you don't censore negative comments, you give your supporters a great opportunity to defend your brand.

I had hair like that before. I love it. It looks awesome on you!!!

Love the video.And about the topic - I actually think it is the best place to express your dissatisfaction. Because where else will they notice it fast and give you a solution or reply (not just triberr, any service and hashtag and chat)

Hey, you copied me! :) Your hair looks great!

Ok - YES we complain all the time. We are WAY more likely to complain than we are to give praise which sucks but that's human nature. As long as your complaining serves a purpose I think it's ok but if you whinge and moan for the sake of, well, whinging and moaning, it get's old fast. Most people like a well informed, carefully put together complained. Negative comments are usually quite insightful. I do think that if you are being complained about your need to listen. If you are complaining then perhaps, where possible, you need to offer a solution at the same time.

@kbkcomm LOL!!

@accuconference You are stupid. Teleconferences are stupid. Trolls are stupid. Yellow hair is stupid.

Hair? Divine. Re: the question - it's tied up in the way we've been taught to behave when in conflict with another idea. Remember the debate club? Present your side of the argument to be judged. When in reality, when a person has an opinion that is entrenched at the level of belief, it takes a major life event to change it. Logic, reason, emotion, volume, these all fail.

And yet, that's what our educational system has to offer us - and not just in the States. Those few people who have somehow managed to learn or be taught HOW to think rather than WHAT to think are going to be the exception to this rule until this knowledge is passed along to the most malleable minds at the most critical time. The flip side of that is just as damaging though - we're often so rooted in groups of people we like, talking about things we like, in the way we prefer that new ideas are seen as a threat. This is also part of the sheep mentality that some of us naturally veer away from or are taught is equally bad.

Left my question on your FB page, Gini. :)

First of all, let's get the hair issue out of the way. LOVE it. Very cute. Super chic. Keep it.

Second, there will always be negative comments online and it's like with anything, you absolutely must consider the source, their motivations and do a cost-benefit analysis of putting a lot of energy into responding or ignoring said comments. I manage a social account for a chef with 3 restaurants....holy moly everyone is a critic! I always consider the source (we do get random, negative comments from time to time), check in with the staff and owner before responding, and then try to take it offline if it's a legitimate concern or complaint. If it's someone posting at 1:30am and they were the last one on the bar stool that night...I put it down to drunk posting and move on.

I also think, like @TheJackB said below, some people genuinely want to have a conversation and/or seek resolutions, and then again, some people just want to get attention (traffic). It's a tough call, especially in a #chat situation as things can go fairly quickly and get lost along the way. I still fall back on considering the source!

And finally, I will not be at PRSA, but would so love to be there, have a drink and talk about your hair! :)

Your hair looks sassy Gini. Very nice :)

As far as negative comments go -- I personally think that it's simply a matter of maturity. There's a HUGE difference between getting involved in the conversation and finding out more about something that you may or may not agree with. The line is when you stop trying to listen and just start trying to rule the conversation. This is called being a "troll" and no one likes a troll. (unless they have brightly colored hair and grant wishes when you rub their bedazzled belly buttons)

If a person doesn't understand or see the relevance of a chat, then they should find a way to work in the hash tag with a little respect. "Would a #(insertchatmember) mind taking a few minutes to talk to me about why you love the chat" is so much different than "#randomchat is STUPID and you're all STUPID and STUPID." Clearly, I'm very opinionated on the subject - my years in debate showed me the best and the worst kinds of people. I can understand and respect why someone chooses not to take part in something, why can't the same feelings being returned if I decide to take part.

I don't run up to them at the "I think I'm better than you" convention and tell them all the ways they fail, do I? No. I don't. Because I am not a troll.

Some people like to complain and some people like to stir it up. I admit to sometimes being guilty of stirring it up, like my mentioning that you can't get a decent pizza in Chicago. That is not entirely true, you can find a decent one there. Hard to find good, but decent is doable.

On a more serious note when people want to get attention via social media channels one of the most effective ways to do it is to complain and or criticize. It is not hard to create a negative analysis of a tool, blog or platform.

And most of the time that criticism will start a conversation. The question I ask is whether they really want to have a conversation or are they trolling for traffic.

Indeed, it's human nature to want to bash and run down people in order to gain a sense of superiority over them. Everyone wants to feel secure and comfortable in themselves, but some people believe that the best way to do this is to knock some people down instead.

I personally believe that you get what you give, so my advice to those that bash others is this:

Beware

:-)

G,

Thanks for using the q. Loving the comments. Yes it's human nature but...I don't have a but. I just don't get the point of going back to a site just to bash a site. If you don't like the food at a restaurant why would anyone go there just to let everyone know how much they don't like the food at that place. Topic is at least consistent with the local weather today. Enjoy Orlando. BTW, I would absolutely kill to have to figure out bangs. :-)