Posted in Infographics

How To Handle Comments On Social Media [Infographic]

Salesforce do super infographics – here’s one on handling different types of comments on social media. 

First up, a flow-chart for dealing with positive, negative or neutral comments.

download (1).png

Source: Jeff Bullas

Positive and neutral comments are easily dealt with, but negative comments require a considered approach. If it’s a genuine complaint, acknowledge the complaint, but move it to private communication as quickly as possible.

Trolls are more challenging.  Received wisdom is don’t feed the trolls. Ignore them, but do not attract their attention further by deleting their comment – this only fuels their fire. However, it’s perfectly ok to remove offensive or spam comments, and comments with legal or criminal implications  should be reported to  the relevant authorities.

Finally, some general advice. You should  always personalise your interactions online. Reach out to and engage with your followers regularly.

download (2).png

Related

 5 Ways to use Direct Messages for Better Customer Service and Engagement on Twitter

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s