Digital Influence Weekly – What to do with Negative Feedback


Want to commit a crime and post it to YouTube without revealing your identity? Just use the new face blurring tool on YouTube. (Or just don’t commit a crime.) Users can now upload videos and blur out faces to protect the identities of those in the video. I can see this as useful if you want to show off a great children’s event without exposing their identities. If you’re a reporter and want to reveal a video while protecting a source, this would also prove useful. A good rule of thumb, however, should still be to never do anything you wouldn’t want someone to put up on YouTube.


And now, the Digital Influence Weekly…

Digital Influencer

A concert patron was recently ejected from the event because of a negative tweet criticizing the performing artist. The musician saw the tweet, called out the name of the user asking him to reveal himself and then had security escort the fan out of the theater.


Should the musician have had a thicker skin? While they should not have addressed the negative feedback in this manner, negative feedback can still be mitigated.


One fear business owners have is of negative exposure when creating their own social media networks. What businesses need to realize is that they don’t need to create a social media profile to be subject to bad reviews and misbehavior by the public. People are discussing your business with or without you. If you take an active role in monitoring and engaging, then you can help drive the conversation and turn bad reviews into positive activities.


How should you respond to negative posts about your brand?


Evaluate the user and the social network where they are discussing your brand. The person or network might be prone to attracting negative activity. If that is the case, they might just be bent on being as unpleasant as possible. If their post has some credibility or raises a real concern about your business, reach out to them. You might be made aware of an important issue that needs correcting.


Don’t take it personally. If you respond in a courteous manner and show patience publicly, then your calm demeanor versus someone else’s anger will demonstrate your willingness to be a problem solver. If you lash out with a targeted attack, it could backfire by painting you as being petty.


Control the conversation. If you post a status update to your Facebook page and someone comments with an unrelated post complaining about something, you have every right to respond directly to the person letting them know where the appropriate place to complain is and then delete their comment. State online that you reserve the right to remove comments which are offensive or unrelated to a posting.


Keep these three things in mind and you’ll have the flexibility and confidence to facilitate online engagement surrounding negative feedback.