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As a reputation consultant, I have handled a full range of public relations issues through Facebook, and if there is one issue that will always be as present as death and taxes, it is negative comments on social media! It is not unusual for organizations — whether they be Fortune 500 companies, mom-and-pop shops, churches, or non-profits — to face negative comments on Facebook. So, I have prepared an updated list of pro tips on how to handle the negativity.
I have written on this topic previously – six years ago I wrote “10 tactics for handling haters on Facebook”, and provided a similar list of tips. However, interfaces at Facebook have changed some since then, and there are more options for one to consider regarding how to manage negativity as effectively as possible.
I remind you that a “light touch” is usually the very best approach to handling negativity on Facebook. When people feel like they are being controlled, “managed,” or that their voice is suppressed, they may escalate to something more extreme and more damaging than a mere negative comment. Sometimes the impulse for smaller companies is to suspend or delete their Facebook Page when confronted with a lot of this negativity.
Let me tell you that this impulse should usually be suppressed. People posting negative comments on social media are seeking respect and acknowledgment, and a Facebook comment can be a pressure release valve that keeps them from escalating into posting negative messages in less
Read more here: https://martech.org/8-tactics-handling-negative-facebook-comments/