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Tuesday, October 19, 2021    9:45 a.m.–10:30 a.m. PDT

Dealing with Negative Comments & Trolls 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 those followers.

This panel will discuss:

  • Discerning true trolls from concerned students, parents, or others
  • Creating opportunities from negativity while assessing risk
  • Handling vitriol, negativity, and difficult questions with empathy and resilience
  • Handling the never-ending complaint – when nothing you say or do seems to satisfy the person commenting
  • How to handle the mental health impacts of negativity and trolling online

Michael Benning
Social Media Director
University of Iowa


Victoria Mendoza
Director of Social Media
University of Southern California

Sydney Jones-Wright
Assistant Director of Social Media and Communications
Jacksonville State University

Krista Berend
Director of Social Media
Texas A&M University

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