Online reputation: What not to do when faced with criticism on social media

[shuklarani621]

The other day, something curious happened to me at work, well, not really. It turns out that one of our clients called in panicked because he had received a negative comment on his company's Facebook page. A person was complaining about how much he had been charged for a service after years of trusting the company. Our client asked me how he should proceed to keep his online reputation safe and sound (he seemed seriously concerned).

That incident reminded me of the importance of online reputation for companies and the damage that online criticism can do. And not just the criticism itself, but the way the company reacts to it. Because, let's be honest, not everyone knows how to take criticism, and even less so when it's not exactly constructive. Here are some ways to react to online criticism.

Managing your online reputation in the face of comments
Delete the negative comment. Dead dog, dead rabies, right? Some job seekers database think that the best thing to do with a negative comment is to delete it. Badly done, I wouldn't advise deleting any comment unless it contains insults or threats. If you delete the criticism, the critic may come back with more zeal, and not only that, but they will criticize you online for not respecting freedom of expression. Being accused of censorship is not good for your online reputation.

Taking the bait. If someone says on a social network that your business is a *****, you reply that he is a **********. The guy responds even worse and you end up getting into an argument worthy of a local. The result is the so-called “snowball effect” in which the entire Internet ends up finding out about the argument. In the end you look bad for stooping to such a level and your company’s online reputation sinks.

Do nothing. Giving no response is not a good idea, unless the criticism comes from a troll (someone who is just trying to provoke people to annoy them and gain notoriety). If you get criticized on social media and you don't respond, you'll give the impression that you simply don't care what your followers think. This is one of the worst messages you can send to your community.

Maximize criticism by giving it more importance than it deserves. A single criticism doesn't have to change your entire business model, but it can be a warning sign. Keep an eye out for more similar criticisms.

[yadaysrdone]

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