Six ways to accentuate the positive, eliminate the negative
18 September, 2013
in Social Media
If I had to describe myself in one word in relation to social media I would say advocate.
I love the opportunities social media creates for individuals and businesses. I love how you find a plethora of great content on anything that interests you. And I particularly love how the various platforms can connect people from all around the world.
Amidst all this love, there is one thing I really dislike about social media, and that is the negativity that people bring to the conversations. Obviously there is plenty of negativity in the offline world too; however social media seems to exacerbate the pessimism.
Any organisation using social media must be prepared to respond to any negativity. As the Johnny Mercer/Harold Arlen song says:
“You’ve got to accentuate the positive
Eliminate the negative
And latch on to the affirmative
Don’t mess with Mister In-Between.”
A great example is an organisation called PINCHme Australia which gives people an opportunity to claim free samples of various products and win monthly grocery vouchers.
Now this all seems pretty positive to me (Who doesn’t love free stuff!),
But every time PINCHme Australia updates their Facebook status it attracts a batch of negative comments. Usually, these are sparked by people who have missed out on claiming a sample or because a winner wasn’t selected from their state.
While this must be a serious cause of frustration for the PINCHme Australia social media team, they handle the negative comments in a very effective manner. They are expert at latching on to the affirmative!
In order to take a leaf out of PINCHme Australia’s book and handle negativity effectively, here are six things you should consider doing:
- Respond in a timely fashion.
- Be transparent, open and honest.
- Be personal – people appreciate the human contact.
- Provide them with a reasonable explanation or an option of how you will resolve the issue.
- Provide them with an alternative way to contact you so you can deal with the issue privately.
- Do not delete the comment unless it breaches your social media moderation policy or breaks the law.
If you need help dealing with negativity on social media give us a call. Let’s keep the conversations positive and bring gloom down to the minimum!
Bing Crosby and the Andrews Sisters agree!
Photo: Candie N
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