Tips for managing negative engagement online
One of the measures of a brand’s growth and success is the level and quality of its social media engagement. However, even if you are doing a great job online, you can’t always avoid negative engagement.
Why should you care?
Negative comments and complaints can seriously harm your brand’s reputation, decrease product sales and destroy social conversations.
So how can you boost positive engagement? Additionally, what are the different forms of negative engagement you need to look out for? Let’s find the answers to these two very important questions together.
Defining negative engagement:
Left unmanaged, inappropriate or offensive comments can spiral out of control. These comments fall into 4 different categories:
- Personal attacks.
- Third party advertising.
Whatever you do, you need to make sure that such comments do not appear on your social media sites. Moreover, you need to also keep a close eye on mentions of your brand across different sites as well as competitor’s social media pages. Take the time to see if anyone is complaining about your brand on review sites. If they are, you need to take the necessary measures to get to the root of the problem and fix the situation.
Risks of adopting social media:
We have listed for you the different types of inappropriate and offensive comments. But what else should you look out for when adopting social media?
- Human errors.
- Undefined processes.
- Legal issues.
- Data regulatory requirements.
- Industry regulations compliance.
- Financial implications.
- Resources availability.
- High costs.
- Unclear metrics for ROI.
To avoid these risks, you need to develop comprehensive brand governance policies to mitigate risks. Moreover, you then need to deploy the right tools and technology to enforce these policies.
Examples of social media monitoring services:
If you are now convinced that you need to use a social media risk monitoring service, here are a few ones you should consider:
Crisp is a PR, reputation and social monitoring tool that helps you protect your brand’s reputation 24/7.
BrandsEye helps you make better social media decisions using AI as well as humans by providing accurate analytics and tailored insights. Below is a quick look of how they work.
Synthesio help you tackle brand challenges through understanding your market, knowing your customers, measuring responses and protecting your brand’s reputation. You can request a demo by clicking here.
Finally, do you use any tools to manage your online reputation? How do you deal with negative engagement on your social media accounts? We would love to hear from you in our comment section below!