Responding to negative messages on social media
By Ali Abare.
Social media can be a powerful tool to connect with the people and promote your brand. However, it can also expose your brand to negative messages especially from trolls and critics. How can you address these messages effectively and professionally, without damaging the reputation of your brand?
Here are some tips to help you handle social media conflict resolution.
The first step to address negative messages on social media is to monitor where your brand is mentioned regularly. You don’t want to miss any important feedback, complaints, or enquiries from your target audience. You also want to be aware of any potential issues or crises that may arise from negative posts or comments. Use tools like Google Alerts, Hootsuite, or Mention to track your brand name, keywords, hashtags, and relevant topics across different platforms.
The second step to address negative messages on social media is to respond quickly and politely. Ignoring or deleting negative messages can make the situation worse, as it can show that you don’t care about the people or their problems. It can also encourage more negative messages from people who want to get the attention of your principal. On the other hand, responding promptly and courteously can show that you value your audience, respect their opinions, and are willing to listen to them.
PR, not Propaganda…