Social media allows for two-way conversation. People voice their thoughts and opinions on blogs, spend hours on Facebook and Twitter, and mobile devices allow people to upload content from anywhere. Consumers visiting your business can share their experiences in real time, and sometimes, the experience might not be favourable. Individuals or groups may try to engage with your business about a political or controversial issue or an emergency. Sometimes this can feel overwhelming. Here are a few tips for how to handle these tough conversations online.
TIP: Stay up-to-date on news headlines around the world and across Canada, especially when current affairs impact BC. Knowing what the media and public are talking about can help you address online issues.
TIP: If a natural disaster, public health emergency, or other large-scale event occurs in BC, or globally:
Depending on the severity of the situation, there are three ways in which you could approach a consumer’s comment on your social media page:
TIP: If you have a heated complaint and need to respond consider having someone else review your post first to ensure the tone is appropriate.
Acknowledge & redirect to appropriate contact (comment may be factual and require a response, but only from the business or industry that should respond)
Acknowledge & report (non-urgent/non-sensitive comments)
Still not sure how to respond?
After deciding if the comment warrants a response or not, here is how you can go about crafting a response:
Although social media can warrant some unwanted comments or posts, these can be taken as learning opportunities to help better your business. And in the end, you can turn a negative situation into a positive.
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