By now, if you have been around us, you know we LOVE talking about Social Media and how all businesses (not only the small ones) can benefit from the resources that Social Media has to offer.
Since the launch of Facebook (YES—I was around when Facebook Launched—Problem?) I remember thinking: “I would love to be a Social Media Manager!”. The term might not have existed back then, and those might not have been my exact words (starting from the fact that my native language is Spanish), but one thing is certain: I wanted to be on Social Media.
I got my first Social Media Manager role fresh out of college. I was working for this business—which I will not name but would let you know that is similar to those “sales by catalog” types of retailers—which had more than one target audience and issues growing their Facebook Page (Facebook was all that you had back then really). It was a challenge, not because I did not know what I was doing but because they had no defined strategy in place, nor were they sure who their audience was (they had more than one target audience), and I had to create a plan to reach BOTH audiences with very different messages.
I developed a strategy during the following three months and grew the account from less than 1K to about 4K followers. It was a great feeling until it was not.
Not Everybody Will Like Your Content
If you have ever managed Social Media—even if only your personal—at any point in life, you are familiar with rejection. Sometimes posts will flop—even the giveaways and promotions might—and if you are unlucky you might even gain haters. That is how Social Media works: the same way it can help you reach the correct audiences, it might bring your content to the wrong people.
During that one gig, I got a hater 🫶 Now I think it is funny, but, at the time, it was not as fun. This person took it PERSONAL to comment on every post I made for this company with something negative: from the fact she did not like the spacing, or saying that the grammar was wrong, or simply commenting the post itself was “stupid“. This person was 100% negative for no apparent reason (I discovered, eventually, that she had applied for the same position I had and did not make it, hence the hate).
Dealing with negativity on social media is an inevitable part of being online. It can be tough, especially when the criticism feels personal or unwarranted. However, it’s crucial to remember that not everyone will resonate with your content, and that’s okay.
How Can I Deal With Negativity?
My first advice here is: do not take it personally.
Most times, the hate you receive is not towards you as a person but towards the content or the brand itself. Developing a thick skin and reminding yourself that sometimes comments are more about the insecurities and disappointments of the commenter than about your content or work is crucial to overcoming the hate.
Of course, this does not mean you have to 100% ignore the negative comments: not all negative comments are hate, and we should always take what we can out of feedback. Respond to the comments that make sense, and do not be afraid to hide comments or block people who are only looking to harm. Filter out the negativity and focus on engaging with positive interactions.
Creating a Process To Deal With Hate
One effective strategy for dealing with negativity on social media is to have clear guidelines for engagement. Creating a social media policy that outlines acceptable behavior and consequences for violations and making it available to your audience can be a great tool to deal effectively with hate and negativity: setting expectations upfront helps create a respectful and professional online environment.
Additionally, it’s essential to have a plan in place to address negative comments swiftly and professionally. Our suggestion involves:
- Monitor Conversations: Regularly monitor your social media channels for comments and messages. Use social listening tools to track mentions of your brand and keywords related to your industry.
- Evaluate Criticism: Not all negative feedback is unwarranted. Take the time to evaluate the criticism objectively. Is there a valid point in the comment? Use constructive criticism as an opportunity to improve your content or services.
- Respond Appropriately: KEEP CALM. Use a professional tone when responding to negative messages—happy people do not fight strangers on the internet—acknowledge the feedback, address any valid concerns, and offer solutions or explanations where necessary. Say no to conflict ✌️
- Use Private Channels: If needed, consider taking the conversation to a private message or email. Some issues might need to be addressed in private—even more when they involve personal information—without airing it publicly and potentially escalating the situation.
- Know When to Disengage: Not every negative comment warrants a response. Sometimes, it’s best to ignore trolls or individuals seeking to provoke a reaction. Use your judgment to determine when engaging further is productive and when it’s better to disengage.
- Document and Learn: Keep records of negative feedback and how you addressed it. Use this information to identify recurring issues, improve your strategies, and train your team on handling similar situations in the future.
We can’t deny that social media is a powerful tool regardless of all the issues it might have. When used thoughtfully and strategically, it can help you build a strong brand presence, foster meaningful connections, and take your business to new markets.
Use your Social Media wisely: the same way it can bring you success, it can destroy your brand. The outcome is on you and how you behave online (and offline).
