Although social media is growing as a platform, online platforms are affected more than ever by trolls looking to just be an annoyance and cause emotional grief. While we think trolls are a problem for individuals… brands are progressively being targeted by them too.
Some methods of brand trolling can be inoffensive and amusing, but there are also more spiteful attacks, which if not dealt with properly, can possibly harm an entire brand.
Our Snob Monkey tips below will certainly help…
SEPARATE TROLLS FROM DISSATISFIED CUSTOMERS
Trolls are not easy to spot. Occasionally they are purposely vague when they start trolling in order to begin a conversation on social media with a particular brand. Once the discussion gets going this is when the trolling really begins.
Just don’t get confused with a customer which may have had an awful experience and feel it’s right for it to be expressed online, to someone who is being unnecessary and malicious and has no real reason behind its insults/upsets.
DON’T FEED THE TROLLS
When you know you have a real troll on your hands, the most significant rule to remember is to escape getting into a quarrel with them. Trolls are commonly impervious to logic and reason, which makes sorting them out a virtual impossibility.
Social media is a public meeting and anything your brand says is a reflection of the brand. Heated conversations will not resolve the issue. Just remember…avoid an emotional response at all costs.
NEVER IGNORE ABUSE DIRECTED AT ONE OF YOUR FOLLOWERS
While you should try not to involve a troll, it’s never okay to ignore the abuse a troll turns at one of your followers, even if they’re a distressed customer.
USE BRAND-ON-BRAND TROLLING?
Brands have managed to figure out how to turn trolls into a positive simply by… trolling each other. Brand-on-brand trolling is often respectable-natured and agreed on by both socials in advance. The outcome is often humorous social media posts which are widely shared.
ACTIVELY MONITOR YOUR SOCIAL MEDIA COMMUNITY
The concluding tip we recommend is also one that could help you prevent trolling issues in the first place. We recommend that brands constantly observe their social media feed to confirm instances of trolling are dealt with quickly. This means taking time to read all the comments on each post.
While larger brands will have the manpower and resources to have dedicated people accessible to constantly monitor all their social media platforms, smaller brands can accomplish the same level of monitoring thanks to specialized software applications available or our Snob Monkey social media management service :).