Dealing with negative Facebook comments? Respond nicely.

Journalistics

Kim Wilson proposes three primary rules for dealing with negative comments on Facebook wall posts:

“Respond, respond, respond.”

Of course, not all social media commenters are created equally, and she does detail a fine line between ignoring them, responding minimally and engaging fully.

The commenter types she documents — haters, know-it-alls, potty-mouths, uninvited guests and spammers — all require slightly different approaches, but for the most part some response is typically recommended.

Wilson, who shares real-life examples from several local TV stations, says haters do not expect you to engage. She advises that if/when you do respond to them you should “be careful to stay positive and professional in your response; otherwise you’ll just add fuel to the fire.”

Creating a Facebook page sets a clear expectation that you plan to engage with your audience. Meeting that expectation, or surpassing it, requires bringing transparency and consistency to the process. Wilson’s pointers are a great step in that direction.

Related Posts

No related posts.

We have made it easy to comment on posts, however we require civility and encourage full names to that end (first initial, last name is OK). Please read our guidelines here before commenting.