Commentators. Anger management
The format of the blog involves close and direct communication with your reader, which, in fact, is valuable. However, sometimes the interactive also brings negative emotions. What if your post is gaining negative comments? How to relate to them? What to do We bring to your attention a translation of two short articles by the journalist and regular author of the blog Intel Developer Zone, Wendy Thomas , answering these questions.
We work with negative comments correctly
So, you wrote a blog post, and the whole world saw this post. Of course, you hoped to convey to the world something useful and interesting, or simply express your opinion. Everything looks pretty good until you notice that your post begins to collect negative comments.
What to do?
It is always necessary to remember that negative comments are not personal attacks on the author (although this also happens), but simply an expression of someone’s opinion. Someone does not agree with what I just read, and expresses it in a rather harsh form.
You should also not come into conflict with such a commentator. After all, all your readers will see this branch of mutual insults, which will not affect the reputation of your company in the best way.
If it’s impossible, then it’s impossibleDecide in advance whether mat or, for example, Padoncaff slang is acceptable for you in the comments. If it’s unacceptable, then feel free to delete such comments, leaving a note for other readers that the comment was deleted for violating the rules of the resource.
Does it make sense in negative comments?Negative comments are also comments. If this is not just trolling and offtopic, but an angry comment containing at least a piece of rational criticism - pay attention to this. If the problem actually exists and this is the fault of your company - do not be afraid to apologize (or return the money if you are the owner of an online store, for example).
Point out errorsIf the commentator is wrong (and someone is always wrong on the Internet), point him to errors in his arguments. Let the following readers notice this and do not take his delusions for truth. Only this must be done correctly, without provoking further disassembly.
Don't just ignore negative comments. Either delete them, or answer them, trying to figure out the problem. But do not leave it all to chance. After all, if such an angry comment simply hangs on your site without an answer, other readers will think that the commentator is right, and the administration is simply not able to answer his claim.
And keep in mind that the way you solve such problems is always watched by many visitors to your site. Process negative comments wisely - this will save you audience loyalty and find new customers.
3 types of negative comments and ways to deal with them
There is a good old statement - “Black PR is the best PR”. It can be safely attributed not only to advertising or to reputation, but also to comments on your site. After all, even the most biliary and angry commentary can play a good role for your resource.
After all, if the comment is emotional and sincere - it invites others to participate in the discussion. Every time someone sees animation in the comments, there is a high probability that someone will definitely want to join.
In addition, negative comments quite often initiate the beginning of useful discussions among your readers, advocates of your resource / product will leave comments on the topic, helping others solve problems. But this is the user interaction that you would like to see.
Imagine that you are a resource manager, on which such comments often slip. Here are some ways to deal with them.
1. Offensive comments- Che, really? Then your developers are mu * hi armless!
If you are the owner of the resource, then you control its content. And if you, as the owner, do not accept mate, insults and similar things on your resource, just delete them. Just do not delete them without a trace - you need to leave a message that there was recently a comment here, but now it has been deleted by the administration. This will show other users that the resource doesn’t just have any rules, but that violation of these rules entails some sanctions. As a result, there will be fewer such comments in the future.
2. True indignant comments- Damn, guys, I can’t believe that you still haven’t fixed it.
If the comment contains a piece of truth (that is, an indication of a real problem), admit it. Even if the comment is harsh and angry, just admit your mistake in a tactful way, confirm that there really is a problem. The best way to prevent a quarrel is to show the person that they heard and understood him.
3. - Yes, I can write here all dayTrolls are everywhere. If you notice that someone simply has nothing to do to provoke useless correspondence, do not engage in a verbal war with the commentator. It is enough to answer him once or twice, if at the very beginning his comments somehow relate to the topic. There is no need to delve into the discussion of things that are not related to a particular problem.
With trolling, an interesting thing is generally - if your regular readers (or members of the social community) feel that some of them are openly trolling, threatening or intimidating, they will defend him, supporting his point of view.
Thus, discussions should be conducted as part of an adult conversation, comments should follow the rules of good form. Try to stay professional. Calm and mutual respect is our everything.