Social Media has created new opportunities for communications between businesses and consumers. As businesses embrace the benefits of social networks such as Facebook, Twitter, Google+, blogs and forums it also presents viral possibilities of negative activity.
Companies and brands that enjoy their social media success also face the downside of negative comments, whingers and those we coin the term ‘trolls.’
Criticism and complaints are experienced by all businesses, however, on social media we need to act on them differently as explained by the article Digital Age Etiquette: How to Handle Negative Comments Online published by UNSW’s Australian School of Business.
The article will help you to evaluate the complaints made, how they should be acted on and also provides you with tips on how to keep the trolls at bay.