Moderating your social media profile means that you go through your comments and replies and highlight positive things (usually by replying) and delete negative things such as negative comments or profile posts. This article explains why moderating your profile may not be such a good idea, and explains how negative comments may be used to your advantage.
Do not moderate at all
The first thing you should consider is to not moderate your social media sites at all. When you signed up for social media you should have known that all the attention you are going to receive is not going to be positive. To try to moderate users’ comments and remove negative things is cowardly and pointless.
It is pointless because the credibility of your commenters’ is not high enough for most people to take any notice. Plus, with social media, a negative comment will be forgotten within a few hours. Plus, the timeline functions such as those on Facebook and Twitter will push most comments into oblivion within a few hours (or days depending upon the popularity of your profile).
Allow negative comments so that you can reply
Some negative comments are malicious, and some are written by ignorant people or people with a bad attitude. But, sometimes a comment is written that is negative, but that a lot of people agree with. You can use this opportunity to pull people back onto your side. A well-written and convincing counter-argument will gain a fair amount of recognition and convert a few people into customers.
Do not try to defend yourself or attack the person who made the comment. You need to be nicer than nice, to the point where the person making the comment will feel bad for writing it. You then need to create a counter argument that addresses their comment and turns things into your favor.
For example, if you are selling meat products and somebody comments that your animals are mistreated, you can quote from the reports of government inspectors. You can identify exactly where your animals are farmed, and explain how strict and ethical codes of conduct are in place. You can also explain how you have distanced yourself from the companies that treat animals badly. You can even explain that your company pays more to ensure that the animals in your meat products were treat fairly and decently.
All positive comments is suspicious
If your social media site is crammed full of positive comments, then people are going to be immediately suspicious. They are not going to trust your social media profile, and will assume that it is heavily moderated. Gaining the trust of your consumer is a difficult task, and having a social media profile that only contains positive comments is too unbelievable.
If you do moderate your profile, then leave a few of the negative (but inconsequential) comments on there. For example, if there is a comment about how your builders messed up a customer’s house, then delete that comment. But, if there is a comment about how one of the builders turned up late, then keep it in. Such a comment is inconsequential unless it is a common complaint on your social media profile.
Over moderation will anger visitors
People leave comments on your profile with the expectation that they are going to remain there. If there comments keep being deleted, then they may begin to retaliate. They may start to spam negative comments on your profile. Worse still, they may start to comment on other websites over which you have no control. It is better if any negative comments are directed at your social media sites where you can reply to them and be aware of them. You do not want to give people a reason to start writing negative things about you on other websites.
Learn instead of moderating
The negative things on your website may indicate where your PR is going wrong. It may highlight a few holes in your current marketing campaign. It may even highlight a serious fault in your business that needs to be fixed. Social media is not just a marketing device, it is also a free market research tool, and you would be silly to ignore and moderate the negative comments on there.
Why do you need to moderate in the first place?
If you are getting a lot of negative comments then it is time to find the reason why. It may be because you have a serious problem with your marketing, product, service or reputation management. It may also be the actions of your competitors. In both cases, you are going to have to get to the source of the problem. There is little point in continuing to moderate your profile if the problem is going to continue to reoccur. That would be like trying to mop the floor whilst your dog tracks wet mud in from outside.
Start by looking for commonalities in the comments. Do not just look for if it is the same person, because one person can set up hundreds of profiles and comment on your profile with a different persona each day. Start by looking for commonalties in complaints. If they are all on a similar theme then it is clear that part of your business is failing, and that is what needs to be addressed. Otherwise, look for commonalities in how the comments are written or phrased. It may indicate that you have just one or two malcontents feeding your profile negative comments. They may be disgruntled staff or customers. They may even be your competitors trying to undermine your credibility online.
Replying is better than moderating
A good reply that is well thought out and convincing is going to turn your negative comment into a positive one. However, you cannot always do this, so you may simply have to delete the negative comments that you do not have time to reply to. Do not forget that replying to your negative comments will show people that you care about your service. It will show people that you are not a faceless corporation or that you have gotten too big to care. The more you reply, then the more it appears that you care about your customers–just so long as you do not attack the commenter or use it as a platform to attack your competitors. For example saying, “Yeah, our delivery time is long, but it is still shorter than XXXX” is a very bad idea.
Author Bio:- Korah Morrison, working for College-Paper.org – best student’s helper.