We all have people who love us and what we do and we all have people who have different opinions of what we are and what we do. Companies and Brands are no different. If you have customers, you likely have people who disagree with other competing Brands. They purchase your products for a reason and not someone elses’. The same for contrarians to your Brand. Those contrarians buy other things for a reason and complain about the way you run your business or make your products. Before, those contrarians simply did not come to your store and said un-appealling things just in a way that you could not hear them. And here is where I question the mindset of many companies and brands.
On the social web, you get to listen to what is being said about you (right, wrong or indifferent). You have an opportunity to connect with that person in a way that was not possible before. Companies who chose to ignore what is happening in the social sphere are missing an opportunity to promote their side, correct anything that is not factual and simply engage. Not engaging is quietly agreeing with whom ever is posting negative information. To be fair, this is not an enviable position at many companies however it is much needed.
So what to do and how to get started? This is a vexing question and certainly a conversation worth having. Let’s suffice to say this is one of those instances where experience matters. On this topic you definately want to avoid making rookie mistakes so getting someone who has “walked in those shoes” before is important. This week, we are doing just that. Peggy Fitzpatrick is a very experienced social media manager and has moderated many communities. She brings a great perspective to this conversation around the following topic and questions:
Topic: Trolls or Contrarians? The Food Chain of Social Media
Q1) How should we address a troll like or contrarian type action within the walls of social media? Acknowledge it? or Let it go?
Q2) From a marketers standpoint, is there any value to a troll or a contrarian?
Q3) Have you ever experienced any negative or aggressive behaviors within Social Media? What did you do about it?
Q4) Has previous negative behavior stopped you from attending chats or any other online activities?
Please join us in this online chat on Tuesday, August 2 at noon ET. Follow #sm121 from your favorite Twitter client or simply go to our LIVE page at www.hashtagsocialmedia.com/live. The format will stay the same with the first question starting at noon and a new question coming every 20 minutes at 12:20 and 12:40.