What Are Trolls?
We all live in a social media world now. Unfortunately, dealing with Trolls on social media and beyond has become a necessary task for any brand. So, what are Trolls exactly? Trolls are people who constantly have a negative comment and start arguments.
In other words, Trolls are people who disagree with everything. You can show them the facts and they will still state it is wrong. A Troll’s main purpose is to stir things up. However, many times, they bravely live behind the anonymity that the online world grants them. This gives them the courage to say things they would never say to someone in person.
Above all, these people’s main intention is to start a fight online. Many introduce foul language and name calling to anyone that dares to disagree with them. In addition, a great majority of the time, these people are commenting using false profiles so they can’t be traced.
Trolls love to inflict pain, ridicule, and humiliate a targeted person or company. If not addressed, these online trouble makers can damage your brand and reputation. This makes dealing with trolls on social media and beyond in a professional way essential.
Dealing With Trolls’ On Social Media – How To Respond
So, how do you respond to their negative comments or reviews without adding more fuel to the fire? Honestly, it’s a balancing act of knowing when to react and when to leave it alone.
Trolls love to get you angry and emotional. Therefore, my first bit of important advice is not to react out of anger. I have seen many clients damage their great reputation by lashing out at something someone said online. That is what these trolls want you to do.
My advice to all my clients is to walk away. Get up from the computer and phone when triggered by a negative comment online. Go take a walk, get something to eat, or take a break. Wait until you’ve calmed down before doing anything in response. Once you’ve cooled down, there are three ways to respond.
One: Do Nothing!
Trolls are only looking to get a reaction. They really don’t care where it comes from. They thrive off of producing negative reactions in strangers in order to justify their own horrible behavior.
However, many times the best thing to do is ignore them completely. If you don’t feed into and respond to their negativity, they will get bored and move on. As a matter of fact, according to the Pew Research Center, 60% of respondents stated that they ignored online harassment.
Also important is to note that it isn’t always necessary to address every negative comment about your brand. One or two negative comments about your brand will not damage a great reputation.
Two: Respond Politely
If you feel that a negative comment or review warrants a response, it is best to respond politely. You should always maintain your composure. Remember that everything you say and do online can either improve or damage your brand’s reputation.
When responding to negative comments, stick to giving the facts. Do not resort to going down to the Troll’s level. Always use polite language and remain civil.
If the negative comments are in the form of a review or testimonial, inquire about the reason for the comments. Ask if there is anything that you can do to make the situation better. If possible, follow through on any followup request from the reviewer.
However, if the reviewer is set on giving your brand a bad review, it is best to state the facts. Then provide a possible solution and leave it at that. Doing this will show readers that you were civil and provided a solution to resolve the issue. This will keep your reputation in tack and show your willingness to do the right thing.
Three: Ban Them
Sometimes, however, Trolls attach onto a person or brand. They will continue to stir up drama without any real outcome in mind. Their only desire is getting people to respond to them. When this type of situation occurs, it is generally best to first try to make things right as stated above.
However, when this situation becomes apparent, delete the comments and ban the them from the platform or online community. When you continue to allow this type of activity, two things can happen. It can negatively change the atmosphere of your online community and it can damage your brand’s reputation.
How To Deal With Highly Offensive Trolls On Social Media and Beyond
There is a fourth way to respond. That is to remain calm and report person. This is the best way to respond to anyone who is inciting hatred or violence.
Any comments that lean towards displays of racism, religious or sexual orientation discrimination, or violence should never be tolerated. Any comments or acts of bullying should be forbidden and reported to the social media platform. If the comments turn into threats, contact your local law enforcement immediately.
It is always a good idea to make the rules of your online community clear and easily visible. This will make it known what will and will not be tolerated and reinforced.
Dealing with social media trolls is something that all of us will experience at one time or another. The way we deal with it will make all the difference to your brand’s online reputation. Remember it takes a long time to build a great reputation and only a moment to destroy it.
