Other Events:   Corporate 2023   |    First Responders 2023 Talk to a live rep: 888-409-4418
Wednesday, December 7, 2022    9:30 a.m.–10:15 a.m. Pacific Time

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

Back to Agenda

Looking forward to this session? Share it!

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


Jessie Brown
Social Media Specialist
Iowa Department of Natural Resources

Copyright © 2022 by Global Strategic Management Institute | Terms and Conditions | Privacy Policy | Code of Conduct