Embracing the Comments Section: Navigating Customer Service, Trolls, & Negativity on Social Media

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The common refrain of “don’t feed the trolls” among social media managers is rooted in good intentions but leads to missed opportunities and builds barriers between you and your audiences. Social media is social for a reason, and embracing the comment section – with strategy, honesty, and humor – will help you grow engagement, your audience, and most importantly, your relationship with the people you serve.

We’ll discuss:

• Discerning true trolls from concerned residents
• Creating opportunities from negativity while assessing risk
• First Amendment considerations 
• Handling vitriol and negativity with empathy and resilience
• Developing brand advocates