Do your social media accounts get negative comments from followers and online users? How have you dealt with social media trolls that are writing on your Facebook wall, tweeting your account and posting messages that may tarnish your brand?
How do you respond to trolls that can impact your brand and reputation? A few tactics can help you defuse the negative situation in the best possible way. Not to be mistaken of trolls getting involved with banter and fun buy being offensive and derogatory.
In this blog post, here are ways to respond to social media trolls.
Who are Trolls?
Trolls are the people online who purposefully try to stir up trouble in social media communities. It is important for companies to deal effectively with trolls so they do not tarnish your brand and dishonour your online presence. Obviously, if there are fake accounts of your brand, they have to be dealt with separately and be ignored as they do not represent you.
An effective way to disarm a troll is to use humour. By replying, you are not ignoring this user’s message. If the concern is about your product or service, apologise for this and offer a witty reply on the same level as the criticism. Try to turn a negative comment into an engagement opportunity.
When you make a light of a troll’s message, you simultaneously acknowledge and defuse the situation. A few companies to look at for who use humour to tackle troll’s are Tesco, Tesco Mobile O2 and Nandos UK. Sometimes, your reply can get many likes and shares than the actual troller which can be a win for you.
Responding with fact
If trolls are spreading rumours, tweeting wrong information or posting inaccuracies, nip it in the bud. The best way to disprove tales told by trolls is with facts. Addressing the issue head on and admitting there was an issue with your product or service may help other customers who would be affected by the issue. By ironing out the mistake, you would stop any further controversy. If you have facts to support your stance on these rumours, it is always a great way to counter attack users falsely speculating issues.
Do not join in
Commenters, followers and fans are not the only trolls on the internet. Sometimes brands become the offenders. This may be considered as corporate trolling when companies troll their fans. There is a fine line between being fun and engaging and simply being offensive. It is better to be on the side of nice than what could be perceived as nasty.
In its effort to make its brand more appealing, creating a campaign to fend off trolls can get users to get involved to point out the trolls. If your social media admins respond to negative comments about your brand, do not poke fun at the trolls in the aim of being a bully. Do not be obnoxious in the way you respond, be light hearted and fun.
Fans tend to be more forgiving of a large brand than a small one that is still finding its tone and voice. Until your company hits the big time, you are better off making a good impression of being kind and likable. Do not become a troll. Instead, focus on dealing with your own trolls.
As tough as it can be to deal with trolls, there is a way to do it with grace. Just keep your cool, use humour, facts and kindness in responding to trolls and you will make your community a safe and fun place for everyone.
Trolls are people too and respect is the best policy online. Keep that in mind when interacting with people on the web and you will find it is a piece of cake to tame the trolls.