In the digital world, there is always a possibility that someone will intentionally attack your brand and use your social media as a playground for their chaos. Chances are, you have heard the term “troll” used before when referencing negativity online. A troll is someone who intentionally tries to instigate conflict in an online social community. These people create drama to get a reaction out of you, so as a Business Owner, you want to make sure you are not giving them the satisfaction of wasting time and attention.
Protecting your audience and social media platforms is vital to keeping your online presence positive, below you will find ways to dominate these trolls in a professional way.
First, you will need to create a Troll-Protection Policy
This will outline what your business will not tolerate in the comments section of your platform. Some examples could be: removing harassing, anonymous and outside promotional comments. Stating that you have the right to remove this type of content, so you can keep the comments section positive and useful for those who are brand supporters.
Responding with Humor
When you could ignore the Troll, you could also respond with humor. Wendy’s Twitter is known for their hilarious response tweets and this approach has made headlines for taking down the troll, to the point of them deactivating their account. If your team is witty enough to try this, remind them to never respond emotionally. If you can nail your responses, you could use this to boost your social media engagement!
Collect Dirt on Your Troll
When banning a troll sounds like the obvious answer, you may want to dig deeper and research the troll. Find out where they are located or who they follow. Are they trolling for fun or are they attacking your brand for a reason? Maybe you have an opportunity to grow as a business and this person’s comments stem from disappointment or a bad experience. Encourage your social media team to show that they care. If the troll is causing havoc for fun, ban them.
Eventually, your brand may come in contact with a troll but how you handle this unhappy audience member can turn in your favor. If you see trolling in your comments section, remain positive and encourage healthy interactions in your online community. Diffuse any situation before it escalates and stand up for your brand if necessary. Remember, your goal is to make your point and end the conversation the way you want.
