Hwo to Send Comment on Facebook on Hate Review
As a reputation consultant, I have handled a total range of public relations issues through Facebook, and if there is 1 issue that will always exist as nowadays every bit death and taxes, information technology is negative comments on social media! It is not unusual for organizations — whether they be Fortune 500 companies, mom-and-popular shops, churches, or non-profits — to face negative comments on Facebook. And so, I accept prepared an updated listing 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 like list of tips. However, interfaces at Facebook have inverse some since then, and in that location are more than options for i to consider regarding how to manage negativity every bit effectively every bit possible.
I remind you that a "light bear on" is unremarkably the very best approach to treatment 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 exist a force per unit area release valve that keeps them from escalating into posting negative messages in less manageable arenas like reviews or weblog posts. It tin also help prevent them from spiraling into credit card chargebacks, attorney general complaints, or even lawsuits.
With that "light touch" philosophy in mind, hither is my secret arsenal of tactics for handling negative comments posted on Facebook Pages.
Attempting to diffuse the negativity past responding politely and professionally can sometimes immediately take things down a notch and can be viewed equally an overall positive by other consumers who volition see the sequence. This is an opportunity to brandish that yous are professional, even in the face of criticism.
Take reasonable criticism seriously, such equally responding with some appropriate variation of, "We see your point, and we are going to work to exercise better." For customer service issues, try to movement the negative interactions out of the public centre by saying something similar, "We would like to address this with you directly – delight send us an email or call us so that we can discuss the specifics."
Generally, avoid "returning burn down" past matching negativity with negativity. While it may be satisfying to win at one-upmanship or insult an obnoxious person, y'all are losing the advent of professionalism with the residue of your audience, and wasting time and resource on things that are not your goals.
Again, if you meet negativity with negativity, you lot may cause an escalation that will toll much more than than a few negative comments. But, if replying is unlikely to work and create an overall positive narrative, proceed to the next tips on this list.
Hide negative comments
Facebook offers i of the best set of social media direction tools out in that location. If you do not desire a annotate to appear on i of your posts where all tin can see it, yous can click to hide it from view. The Hide command link appears below the post or on the right side if you hover over information technology, enabling a few unlike direction options that include "Hide". The vivid function of this option is that the negative comment will still appear to be visible when the person who posted it views the comments, and also their friends will still be able to see it.
Y'all can also reply to their comment, every bit per my commencement tip above, and then when you hide their comment, replies to that annotate are automatically hidden from everyone else on your Page too! This can diffuse the anger of the commenter some, as they feel they accept accomplished their goal of broadcasting a statement. Short of replying and managing the comment in the public space, this is the best option available. If yous are curt on time, or your Page receives far besides many comments on a daily basis for y'all to deal with, see the other tips below for further options.
Delete negative comments
Similar to the Hide control, Facebook volition allow y'all to delete comments from your Page entirely. I recommend that you first await a while for the individual to meet that their comment has been visible so they do not go on returning to repost it. Then, click on the iii dots beside the comment and select "Delete".
You will want to utilize Hide in most cases then that the user does not return and repost, simply deleting it may exist the best option in some cases, particularly where others have circled in to add together their own comments to the original negative ane.
Limit the commentators!
Once y'all have removed a negative annotate by hiding or deleting it, you could then limit the commentators on the post then that the critic cannot return and add the negative things all again.
One time a post is fabricated on a Facebook Folio, one may limit the commentators by clicking the three dots in the upper right corner and selecting "Who can annotate on your post?" This brings up a card of options for Public, Pages you follow, and Profiles and Pages you mention. Selecting "Pages you follow" or "Profiles and Pages you lot mention" will get in so that only those in those groups may annotate. This locks out your negative commentator from the post. Y'all could likewise do this correct afterward posting.
But, there is a negative ramification to limiting the commentators: Facebook uses post interactions, including comments, when determining how many people in your followers list are likely to see the post on their timelines. In one case you limit commentators, you lot are thus sandbagging your promotion efforts to a degree.
Wait. Delete. Repost.
If you lot just want to scrub the slate clean and outset over without the negative baggage, you tin e'er delete your original post, so post it anew. Doing this will eliminate all the comments.
Even so, there are pregnant downsides to this. Merely equally with the option of limiting the commentators, this de-optimizes the post such that fewer people may encounter the more recent version.
Facebook displays posts to your followers according to an algorithm that limits or increases visibility based upon a number of factors, including how many people have already interacted with the post. So, a post that already has a number of likes or reactions, comments and shares will lose all those beneficial signals and kickoff over at ground zip. And, yous can expect that people who had already interacted with the original mail service volition assume that they practice non need to react to, comment on, or share the same post all once again – except for the negative commentator who might render to deface the mail with their annotate again. And then, you might reserve the delete-and-repost tactic for only extreme cases where a post has become some sort of negative, cluttered, feeding frenzy mess.
Set upwardly default moderation for your Page
Businesses have long needed a ways for setting all visitors' comments to be moderated past default and so that they can bank check and approve them, rather than having everything posted to their Pages' comment section. Thus, information technology remains surprising to me that there really is not a setting to do this on Facebook.
However, I invented a hack dorsum in 2016 that enables y'all to do this with the "Content Moderation" settings, which allows yous to accept a specific set of keywords automatically subconscious by default so that yous must approve any comments containing those words before your entire audience volition see them.
I adult a list of the top nearly popular English words, which can be added to Facebook's Content Moderation setting. The words are based on word usage frequency from multiple sources. There are over 1,500 words in this list, and I guarantee they volition cake 95% to 99.99% of comments from existence publicly posted on your Page – and because they will hibernate nearly comments, the visitors who post the comments will not realize they are being chastened!
There is already a profanity filter in the Folio settings that will proceed comments containing strong language from becoming visible merely like the Content Moderation tool – you should leave that filter turned on for most Pages. Delight note that you lot will need to review and manually corroborate all the comments to your Page afterward implementing this, and then it volition increment your workload some. If you do not corroborate comments, you volition cease up reducing the visibility of your posts in Facebook'due south algorithm.
This really should simply exist used for Pages that have a chronic trouble with spam and/or negative and inappropriate comments. Likewise, be enlightened that there are some tricky types of comments that will slip through, unmoderated, with this method. (I won't describe how a few tin can slip through, since that could give people ideas.)
To use the list, download this CSV and so upload it to your Facebook Page using the Content Moderation setting.
Block the negative commentator from your Page
Does your Folio have a abiding heckler? This happens at times. If so, yous can use the Facebook Page settings to ban them from the Folio and then they volition no longer be able to post comments.
Under the Folio'south settings, find the link for "People and other Pages", click on it, and then search for the user under "People who Like this Page" or "People who follow this Page." One time you have located them, click the box next to their avatar icon to select them, then click the gear icon button in the upper right of the Page and select "Ban from Page" in the pocket-sized popup bill of fare. If the heckler is not listed among those who like or follow the Page, click on the box titled "People who Like this Folio" that is just above the tabular array listing people who like the Page. Then, select "Ban a person." Type in the person'south proper noun, select the right person and click to save.
There are some challenges with this option. Highly motivated haters can fix upward new Facebook accounts under other names, and render to continue heckling the Page. Too, a person will observe they are banned when they endeavour to access the Page, and this may inspire them to mail service negativity elsewhere in channels that y'all may not be able to control or influence equally easily. So, continue in mind the aphorism that while y'all want to keep your friends close to you, you may want to proceed your enemies closer!
Hire a third-party moderation service
For organizations that are posting to multiple social media platforms, or that have thousands of followers interacting with their posts, handling all users' comments, including the negative ones, tin can be a chore requiring round-the-clock management capabilities and a significant time commitment. As I mentioned above, some of the tactics I provide are less desirable considering they can impair the promotional attain of posts on Facebook.
If you do not accept time to manually review and unhide neutral and positive comments that will get hidden by my keyword content moderation hack, you lot may want a more dynamic and intelligent pick, such equally employing a 3rd-party moderation service to handle the review of comments. Using such a service is advisable for big brands, social media influencers, and those with high popularity Pages that have many thousands of followers.
These services can enable your team to more effectively manage comments and provide more robust settings for automation of what to or non to moderate. A number of services provide Facebook comment moderation, so you volition need to review them to find one that fits your business instance. Three of the top ones from my point of view are Respondology, Smart Moderation (which can piece of work through Hootsuite and Hubspot), and Statusbrew.
Be aware that at that place are some interface differences between Archetype Facebook Pages and their "new Pages experience", but about of the instructions I provided above are adequately parallel. Facebook as well offers a guide to Page moderation, but it does non provide all the dash and tips that I take outlined in a higher place.
Social media remains a difficult beast for many businesses to tame, merely hopefully my tips in a higher place will help you lot navigate tactics available to you for treatment negative Facebook comments and commentators so that you will have fewer headaches. Stay tuned for an upcoming post on tactics for treatment negativity on Twitter!
Opinions expressed in this commodity are those of the guest author and non necessarily MarTech. Staff authors are listed here.
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Source: https://martech.org/8-tactics-handling-negative-facebook-comments/
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