Discussions

Handling Negative Comments - Beyond Your Page

Posted by Angie Laxdal @alaxdal, Fri, Jun 21 11:49am

Hi there,

I'm curious in general as to how you handle negative comments/reviews on your page. Do you keep and respond, hide, delete, other? Also, how do you handle negative comments that are on other pages (such as media pages)? I understand you cannot hide the comment since you do not own the page. Often a response there is unwelcomed. Reporting may not work, if it's not technically wrong (i.e. "[Your brand] is horrible!"). What else can be done?

Thank you!
Angie

Hi Angie. We pretty much respond to any negative comment offering them the opportunity to send a private message so we can learn more and possibly resolve. However, if they aren't asking a specific question or asking for something, and it's just a random comment like "they stink", then we don't always respond. I think it's almost better to leave comments public and not hide so others see that you're trying to address their issues. I rarely delete a message unless it's really bad like language but I will hide them if they are bad or badgering. On other sites, if it's something that's really wrong or inaccurate, a simple offer to help them directly seems appropriate to me.Especially if you leave a really short message.

REPLY

Last year @Margaret_Marie and @stacytheobald gave an excellent webinar explaining how our Mayo Clinic team manages comments on our channels, @alaxdal. You can watch that here: https://socialmedia.mayoclinic.org/webinar/social-media-is-social-dont-be-afraid-to-engage/?date=1522281600

Are you experiencing any particular challenges right now?

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Good morning. I belong to a Facebook Support Group for Stiff Person Syndrome. I have created and modified as needed MEMBER POLICIES. In our Public Group, I made up a Group Monitor Position – 1st Step before one can apply for an Admin Position. Our Group Monitor will be very attentive to what our members are saying. Because our Group Monitor is learning our Member Policies if someone fails to follow a Policy the group member is given a kind reminder via messenger. Our Policies are very strict. If we need to give a "Kindly Reminder" and that person starts to get negative, foul and obnoxious, per our Member Policies we would take screenshots of any communications, when/where/why, etc. As Admins we have the right to block a member without notice. It is hard sometimes because people can be very rude, but I am a calm person and do not care for confrontation weBLOCK the Member Without Notice. I may even block the person from my own personal page.

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@DanHinmon

Last year @Margaret_Marie and @stacytheobald gave an excellent webinar explaining how our Mayo Clinic team manages comments on our channels, @alaxdal. You can watch that here: https://socialmedia.mayoclinic.org/webinar/social-media-is-social-dont-be-afraid-to-engage/?date=1522281600

Are you experiencing any particular challenges right now?

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My challenging problem is that I will create all kinds of resources and up to date info anything that will help get our members help. Within 1 minute of posting the Post is shared by 2 unknown individuals who have set privacy on their accounts. So for late nights, the next day I can post all of these new resources and within a minute the Post is shared.
We do want to bring awareness. However, we are the largest public group and we have found that another SPS group will take our photos, videos, awareness pictures on their public "all about SPS" and half of the materials came from our group. Then the last issue is that one of these other groups put a copyright to anything on their public website.

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@DanHinmon

Last year @Margaret_Marie and @stacytheobald gave an excellent webinar explaining how our Mayo Clinic team manages comments on our channels, @alaxdal. You can watch that here: https://socialmedia.mayoclinic.org/webinar/social-media-is-social-dont-be-afraid-to-engage/?date=1522281600

Are you experiencing any particular challenges right now?

Jump to this post

We have a very difficult problem with our Member Policies because members are told they must read type Agree and comply. We give out a Kindly Reminder about our rule being violated and the member will say" I didn't know I couldn't do that". We finally decided that they are informed and have access to the Member Policies, yet they just type Agree but do not read the Policies. We decided whether they typed agree or not, they still will have repercussions. Some of the members can be very obnoxious and say they will not be in the group any longer and say very nasty things.
One thing my husband (who is an Admin) figured out how to BLOCK the individual (even if they left before we blocked them. That has really helped.

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It depends on the comment. If it's related to care, we respond and ask them to message us privately so we can obtain more information. Random or off topic comments may be be hidden or deleted, depending on what it is.

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