How to Manage Your Social Media Comments

31 Oct

progressive media concepts, social media marketing, social media managementIf your social media strategy is anything like ours, then your brand is probably on numerous social media sites. That means you have a bunch of fans visiting and interacting with each post that you publish. There is a certain response etiquette that is important to follow when answering your fans. Let’s take a look at each social platform and see how to enhance our response strategy.

Facebook is one of the best platforms for engaging consumers with your brand. Between photos and thought-provoking posts, you are sure to be receiving some comments from your fans. Whenever someone comments on an article you posted or leaves a question for you on your wall, it is vital to answer him or her right away. Leaving fans unacknowledged for days, weeks or months reflects badly on your company. So what do you do if you don’t like the comment a person has left because it makes your company look bad? I would advise you not to delete it unless it contains vulgar language.

Let’s take ChapStick for example. Fans who were outraged by their newest ad campaign expressed that on their Facebook wall. After ChapStick deleted their comments, it only caused more of an uproar. Read up on the war against their Facebook fans here.

Twitter is an excellent platform to have short and sweet conversations with your followers on. Because there are about 120,000 tweets per minute, it may become overwhelming to respond to every mention or retweet that your brand receives, but it is important that you do. If someone takes the time to share your content with their followers, thank them. Once they feel as though they have not been ignored, you are more likely to see that same exact person sharing your tweets again. If someone mentions your brand, make sure that you respond gracefully to his or her question or comment. Every tweet that you put up reflects on your company’s attitude!

If you are having problems organizing your mentions, retweets, and timeline, look into a platform such as HootSuite or TweetDeck, or contact PMC about our Twitter services.

YouTube content is highly viewed and quick to be shared. If your social media strategy includes creating YouTube videos for your fans, then you will be sure to receive feedback. The only problem is that YouTube does not allow you to delete other user’s comments on your videos. You can only delete the comments your brand has made. So what happens if a user posts something extremely inappropriate? Don’t worry, you can ask to have any spam-like or vulgar messages removed from your channel.

Blogs are the perfect place for you to show your expertise of an industry. Writing articles about your products or a field of interest is going to spark some discussion between your brand and its readers. If a reader drops by just to tell you that they love your blog entry, make sure you say thank you! If they have a customer service related question, answer it as promptly as you can with the proper information and related links that may be useful as additional advice. If your subscribers leave a link to one of their own blog posts in the comments section and it is related to your topic, share the link. This will not only be great for your readers, but it will help to strengthen the relationship with other bloggers.

The key takeaways here are:

  • Don’t leave any comments unanswered for too long.
  • Do not delete any comments that you deem negative unless they are vulgar or spam.
  • Respond to negative feedback in a positive manner. Clarify any misunderstandings your consumers may have or try to alleviate any problems they may have with your brand.
  • Be sure to respond to comments or mentions that are just complimentary. A “thank you” goes a long way.
  • Link sharing and acknowledging your fans will help to build long-lasting relationships.

2 Responses to “How to Manage Your Social Media Comments”

  1. Patrick Lalande November 2, 2011 at 10:57 am #

    Social media is all about the conversation. Even the most rabid detractors can be a valuable asset. If nothing else, reasonable respectful acknowledgement of another’s point of view can stand as a example of a company’s integrity and an opportunity to publicly display that.

    • Nicole Introcaso November 2, 2011 at 11:36 am #

      Patrick, thank you for commenting! I could not agree more with what you’re saying. There are so many companies out there who are still reluctant to join social media sites because they are scared of fans leaving negative comments. I always try to explain how negative comments are not necessarily a bad thing when they are responded to properly. And for those companies who are worried about having something negative said about their brand, there are already people speaking about you on the Internet! Join the conversation and try to turn a person with a negative outlook into a happier customer by acknowledging them.

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