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4 Tips for Handling Negative Social Media Comments

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When it comes to dealing with negative social media comments, more than half of marketers aren’t sure what to do.

Recent research published on eMarketer shows only 45% of marketers currently have an effective strategy to deal with negative social media posts; 23% don’t have any kind of plan; 25% are working on getting a plan; and 8% have a plan that doesn’t work.

Remember the old saying—no one plans to fail, they fail to plan.

Dealing with negative social media posts can be time-consuming and uncomfortable, particularly if you don’t have a written policy for handling them. Rather than waiting until disgruntled customers or anonymous haters (you should be able to tell them apart!) show up, make a plan for handling those situations even before they arise.

Here are 4 things you should do to tackle negative social media buzz:

#1. Create a Policy

Create a comment policy and make it visible on your blog and social media profiles. Define the kind of language or comments that are unacceptable and may cause users to be blocked from your community. If you work in health care, check out these health care social media policies.

#2. Moderate Wisely

Always moderate comments, but be selective about what you delete, hide or block. It’s bad form to delete a post just because you don’t like it; there are some conversations that need to take place even if they’re not pleasant. Sometimes you should let people vent, especially if they have a valid reason.

#3. Respond Judiciously

Ignore trolls to the best of your ability, but always respond to all others, all of the time. If an issue escalates, ask to connect with the commenter privately so you can resolve the issue.

#4. Respect Feedback

It’s important to create an open and respectful space where customer feedback is valued and sincere conversations can take place (even when they’re unpleasant). This inspires them to come back and even share your blog with their friends. However, that’s easier to do when you have a plan in place.

Thoughts? What plans have you put in place to tackle negative social media feedback?

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1. What is Content Marketing?

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Content Marketing is the creation and sharing of interesting, valuable, and relevant information for the purpose of promoting a product or service.

While the focus of your content is not specifically on your company or its products, the idea of freely giving away valuable information that solves your readers’ problems evokes trust and likability and ultimately establishes you as a thought leader. Your readers will consume it, they will want more of it, and when the time is right they will trust you enough to open their wallets.

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2. How do I know that my content is interesting, valuable and relevant to my target audience?

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Usually you can tell by the level of response that you receive from your audience e.g. page views, average time spent on site, bounce rate, blog comments, blog sentiment, email inquiries, number of subscribers, social media followers etc.

However if these indicators are not strong or if they do not give you enough insight, it is definitely time to perform a thorough content analysis.

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Resources

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CONTENT MARKETING EDUCATION

Patricia Redsicker is pleased to provide you with the following educational content marketing resources. Do let us know what else you would like to see on this resource page.

FEATURED RESOURCES

The Ultimate Guide for Creating an Editorial Calendar for Content Marketing

The idea of ‘thinking like a publisher’ is no longer as foreign as it was a short time ago. But there is a lot of work that goes into content marketing – from understanding your target audience and researching keywords, to publishing and distributing interesting content that attracts and retains customer interest.

As a result, having an editorial calendar to manage your content marketing process is absolutely essential. In fact next to creating customer profiles (or buyer personas) to match your ideal customers to their content needs, an editorial calendar is perhaps the only other key strategic exercise that significantly impacts your content marketing success.

Stay tuned! More content marketing resources coming up…

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