Como você lida com comentários negativos ou críticas em seus canais de divulgação nas redes sociais?

The key is to find out the motivations behind the negative comment. Some comments are offensive, insulting or violent. Sometimes, it's just a bad day or someone having a rough time. The key is to stay calm. What can help is setting up the ground rules with a moderation policy. This community management playbook won't stop trouble but will be your trusted guide when things get stormy. Lay it all out there, what's cool and not in your community. It should define your brand identity, tone, and the do's and don'ts for community engagement. And always remember that negative comments may also be a source of valuable feedback.

In my experience, many times the negative comments are coming from a social troll who is desperately trying to engage with someone in a negative way. As a crisis communicator, I often find that during stressful times, your followers may just need someone to talk to. Take it off your page or group and private message them about their concern. If that doesn't work, block them. They are there to pick a fight and nothing you do will help.

Understanding the source and tone of negative feedback is crucial for effective social media outreach. By accurately identifying whether the comment stems from a dissatisfied customer, a competitor, or a troll, you can tailor your response to address the specific situation. For instance, engaging with a genuine customer complaint can turn a negative experience into a positive one, fostering brand loyalty. Conversely, ignoring or strategically responding to trolls can prevent unnecessary escalation. Ultimately, a nuanced approach not only mitigates potential damage but also reinforces your brand's commitment to customer satisfaction and transparency, essential elements in today's digital-first marketing landscape.

Don’t take it personal! In my experience, this is the most important advice when dealing with social media (SM), especially when it involves negative criticism. Separating your individual and your professional selves is vital. Our SM channels (either personal brand or organizations we work for) often become our “babies” and we can easily be sensitive to any opinion. Reflect on the comment and see how much of truth it may have, what it teaches you, and respond using that as starting point. Do not take too long, but avoid impulsive reactions. Try to keep your cool by thinking that everyone is entitled to have their own opinions, even if those do not align with yours. It speaks volumes to show that you acknowledge and respect that.

When responding to negative comments online, it's important to use your time wisely. Trolls will always come around, but customers who actually have something to say, deserve your focus. You don't have to respond to, or even allow trolls to comment- keep your channels clear of clutter and focus on the right connections.

One thing I've learned over the years is that feedback is like a goldmine of insights - it's a chance to peek into your audience's minds and see what's working and what's not. Instead of getting defensive, embrace it as a growth opportunity. Remember, feedback is not a criticism of you, but a chance to refine your craft and deliver something amazing. So, ask for it, learn from it, and use it to level up!

Handling negative feedback on social media requires patience, empathy, and resilience. Stay calm and professional, listen and understand the feedback, respond promptly and transparently, and use criticism as an opportunity for growth. However, it's important to prioritize your mental health and manage your mindset when dealing with negative comments. Take care of yourself while navigating these experiences to maintain a positive online presence and foster meaningful connections with your audiences.