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7 Tips for Responding to Negative Social Media Feedback

How to differentiate the haters from a real problem

By Joel Schwartzberg - January 30, 2013
Building a website or a social media page for your company means you're opening the door to a wide variety of visitors. Some are fans, happy to tell you how much they love your brand or simply offer constructive criticism. Still others -- often called trolls -- simply want to make mayhem, as rowdy children would with an open microphone.

Can you recognize the difference between a handful of haters and a real problem worth responding to? And, even if you can, how do you know when to delete and when to respond? It's a tricky business: Be too restrictive and you're stifling conversation; be too lax and you're inviting damage to your brand.

This is not a question for crowd-sourcing; it's one for experts. Below, some social media mavens weigh in on handling audience feedback in a way that best serves you and your audience.


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