i would like to reflect on negative reactions of people online. In my job placement, i had to monitor the media and since i took my job very seriously and enjoyed it a lot, i think that i started taking negative messages and comments from online users personally.
If you encountered negative comments too, bear in mind that they don't know who is behind the posts and replies...
I used to be very upset about it but now that i understood that people online feel more open to saying things they wouldn't dare saying in your face!
Here is the company's facebook page you may have a look at it since you might see some videos and stuff i made to launch several e-contests.
Since i've had a lot to do on the company's website and facebook page i will share some tips:
fisrtly: Do not take things personally, you are working and your job is to post and monitor the post.
Second thing: Be professional, even though someone is being harsh with the company ( since they don't know who is behind the posts) always respond in a calm way. If you are really angry, you have the sight to be, you are only human! Then take a break, go have a tea and come back a bit more relax and tackle this negative comment gently!
My third tip is to add a personal touch. Before i started monitoring the facebook page, my boss taught me a standard way of replying to people which i personalised and found that people were engaging more when you simply tag them in the answer or reply as if you were saying this only to them. They feel special and reacted positively.
That's all for my advice!
Have a look at my twitter: https://twitter.com/sherylsmith17
1 comment:
Hello Sheryl,
I do agree with you, many posts will lead to negative comments. However, this is because nowadays, everyone has become a blogger, we can all publish online and not all posts will be beneficial to the company's reputation..
However, social media is defining brands and online reputation has become a main key tool for organizations to maintain. Let's take for example the online Mauritian newspapers "Lexpress", whenever they publish information online, in less than one hour this gives rise to several reactions, comments and shares. Everybody feels concerned and everybody has their word to say. Who is going to stop them ?
In other words, it is completely normal to attract this type of reaction, you can't control the way people react yet you can control the way you manage your brand's reputation online. The important tools are to build your image, maintain your reputation, monitor your social page, repair and learn.
All the best,
Katherina Canarapen
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