Whether you are managing readers' complaints or your organisation's social strategy, here is how to handle conflicts with keyboard warriors
We have all been there - instead of contacting you directly, a reader posts their grievance about your article or service online for the whole world to see and provoke your reaction. The more hostile the tone, the more it hurts.
Once you get over the shock, follow these five tips on responding to negative social media comments by author Ashley Glenn, published by Mediabistro.
First of all, do not hide or delete the comments as that would make things even worse unless it is outright trolling. Then, be polite and say "thank you" - even when it is negative, all feedback is valuable. Most importantly apologise if you are in the wrong.
"Be sincere, authentic and helpful. You'll only strengthen brand loyalty and keep your company's reputation a positive one," the author advises.
If you like our news and feature articles, you can sign up to receive our free daily (Mon-Fri) email newsletter (mobile friendly).
Sign up to receive job alerts of your choice by email, or manage your subscription
Featured recruiter: click to view its vacancies
One of the largest enterprise tech news websites seeks a reporter with a track record covering tech industry sectors to join its European editorial team
Subscribe to our newsletter for latest news, tips, jobs and more
End that deadline stress today and find help in our freelance directory
Personal trainer James Hilton has launched a podcast 'Jim's Gym - Inspiring Movement'. James, a specialist in biomechanics and injury recovery from the Cotswolds, runs Jim's Gym, a virtual online space supporting people over 55 to be more active
Our 35th Newsrewired conference will be held 13 May 2025, News UK, London.
Our community of experts gives a heads-up on the most important shifts your newsroom needs to prepare for this year
Conferences and study weeks are fantastic opportunities to get the latest updates on the industry and network with your peers
If you find your social feeds a tad too heavy on men's voices, follow and connect with these fantastic women experts on indie media
How do you move print readers to digital? Are there other ways to hold on to subscribers besides a last-ditch deal?
