Avoiding The Dark Side Of Social Media

If you look at social media as a collective group of instruments, the exciting part is that it’s, well, social. The discussion; the interaction; the dialogue is the game changer here.

Unfortunately, all too often the tone of discussion fails to live up to its potential. Just today, the Globe and Mail (re)stated its policy of closing comments on all Middle East stories:

"Past experience has demonstrated that too many people post racist, vulgar, abusive and offensive comments, often encouraging violence against specific individuals or peoples whenever we open comments on such stories."

air_force_web_posting_response_assessmentThe tone of discussion on other newspaper sites often falls to these levels too. Meanwhile, the commentary on sites like YouTube is notoriously vulgar.

Still, constructive and valuable conversations persist throughout the Internet using "social" tools. It’s these that offer the potential for businesses. The question for us as marketers and communications professionals is, how do we encourage and foster these discussions while keeping out the trolls?

Choose your issues carefully. If you write about politics, religion or similar types of topics, you’re going to attract controversy. Does your company need to wade into geo-political issues? In most cases, the chances are it won’t. If you do, be prepared for (sometimes over-)heated commentary.

State and enforce a comment policy. Set the boundaries on your properties and stick to those boundaries.

Establish a process for engaging online. Decide the criteria that will determine whether you engage with a specific post or not. The US Air Force’s process has done the rounds online recently (thanks to Joey deVilla for flagging it). It features a series of questions which determine whether the post in question is one with which you should engage. Devise your own process, or use this one – it’s solid.

Practice what you preach. Be respectful to others, particularly if they disagree with you or vice versa. Remember, disagreement with you isn’t always a personal attack on you. Criticism can be good.

Don’t poke the trolls. Some people are just out to offend or to pick a fight. Don’t let them. Again, criticism is fine; attacks aren’t. Don’t respond to the latter unless you have to.

Know the rules of the game. Old-school marketing tactics are frequently received poorly in social media forums. Know what you’re getting into and know how to navigate the murky, nuanced waters of each venue in which you engage. If you’re not sure, get some professional advice (ahem).

What other tips would you offer?

24 comments
Peter O'Connell
Peter O'Connell

Dave:

Enjoyed the post and especially enjoyed the Air Force response graphic. Thanks

Best always,
- Peter

Peter O'Connell
Peter O'Connell

Dave: Enjoyed the post and especially enjoyed the Air Force response graphic. Thanks Best always, - Peter

Danny Brown
Danny Brown

Sadly we'll always have the idiots that want to cast their own bigoted views onto the world. This won;t disappear anytime soon, either - I'm a firm believer that people bring their offline persona online, and with the amount of racism, sexism and more offline, looks like we're "stuck with it" for a while longer. Of course, we can encourage the users and community around us to call out these trolls, and help "protect" the community at large. Still, that's more stop-gap than permanent - education and tolerance is what's needed.

Danny Brown
Danny Brown

Sadly we'll always have the idiots that want to cast their own bigoted views onto the world. This won;t disappear anytime soon, either - I'm a firm believer that people bring their offline persona online, and with the amount of racism, sexism and more offline, looks like we're "stuck with it" for a while longer. Of course, we can encourage the users and community around us to call out these trolls, and help "protect" the community at large. Still, that's more stop-gap than permanent - education and tolerance is what's needed.

Franca
Franca

Twitter Comment by @Franca (Franca) Feeling a little under the weather yesterday. Here's a good read. Avoiding The Dark Side Of Social Media by Dave Fleet [link to post] - http://twitter.com/Franca/statuses/1101986811 - Posted using Chat Catcher

Franca
Franca

Twitter Comment by @Franca (Franca)

Feeling a little under the weather yesterday. Here's a good read. Avoiding The Dark Side Of Social Media by Dave Fleet [link to post]

- http://twitter.com/Franca/statuses/1101986811

- Posted using Chat Catcher

billfer
billfer

Twitter Comment by @billfer (Bill Ferris) RT @shannonpaul: Avoiding the Dark Side of Social Media - [link to post] @davefleet has guidelines for responding to negative comments - http://twitter.com/billfer/statuses/1101858668 - Posted using Chat Catcher

Mike Seidle
Mike Seidle

Great points, all. Also, remember, that a negative response is often an opportunity. When someone says your product or service has problems, engage and find out how so, then fix the situation and turn the negative poster into a fan. It's amazing the number of times I've seen companies miss out on the opportunity to turn a negative post into a positive PR win. The you suck will be online for a long time - you might as well turn it into a compelling story about how your company cares and takes care of customers.

Mike Seidle
Mike Seidle

Great points, all. Also, remember, that a negative response is often an opportunity. When someone says your product or service has problems, engage and find out how so, then fix the situation and turn the negative poster into a fan. It's amazing the number of times I've seen companies miss out on the opportunity to turn a negative post into a positive PR win. The you suck will be online for a long time - you might as well turn it into a compelling story about how your company cares and takes care of customers.

Trackbacks

  1. [...] Leave it to the Air Force to bring some semblance of order to a process – monitoring comments and discussions and deciding which to engage with – that has more than a few of us pulling out our hair on a regular basis. [...]

  2. [...] came from the Air Force, but it can easily apply to media outlets.  Dave Fleet has some additional advice on comment moderation. Zero Percent Idle blogger Tim Windsor suggests printing out the flowchart [...]

  3. [...] A U.S. Air Force flowchart on how to respond to negative comments (probably message board posts in this case) in the wild. (via Tim Windsor) [...]

  4. Twitter Comment


    RT @davefleet: US Air Force rules of engagement for blogging: [link to post] #ali (via @twazzup)

    – Posted using Chat Catcher