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Navigating The Negative Effects Of Social Media
February 16, 2021
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At least twice a week, I host rooms on Clubhouse, the emerging audio-only app.
We talk a lot about social media – I also talk with influencers and decision makers in the audio space, in general.
The topic this past Monday night, “Social Media Rules of Engagement,” offered great tips and takeaways on the negativity we can often experience from not only anonymous people and strangers – but even people we know.
Among those who shared solid advice in navigating what can feel at times an awful and bullish space were: Corey Dylan, Mornings, KFBG/San Diego; Christy Taylor, formerly with Go Radio/Minneapolis; Lee Ann Jackson, Social Media Strategist, Ambassador Advertising Agency; Kristin Monica, Afternoons, KTXY/Jefferson City; Heather Lee, Mornings, KAZR/Des Moines; Robin Roth, DJ/Voice Emcee; Derek Madden, PD KXXR/Minneapolis; Lindsay, Syndicated Talent, United Stations; Jimi Jamm, PD WCJW/Western NY; Drake Donovan, Voice Actor, and Brendyn Wayne, Radio Talent/Martz Communications Group.
While it’s basic human instinct to protect yourself, walk away, take a breath; determine your best response.
Understand that you’re the author of your own story.
Consider reacting with positivity. Others are watching.
Oftentimes fans of the brand will defend your honor – you don’t always have to “defend yourself.”
With that said, there’s a huge difference between harassment and opinion.
Know that what they say is a reflection of who they are; not who you are.
Evaluate if this person is important to you.
Meaning: Check out their profile – what’s the long game of this person regarding your brand? Could you turn them into a brand ambassador?
Because we can’t read tone in text – use an emoji reflecting your tone.
Example: If you’re smiling while replying, use a smiling emoji to help people manage your tone.There’s also the “My Page, My Rules” stand.
Lay out the rules of engagement. There’s nothing wrong with explaining to people they can take their rudeness elsewhere.Ignoring bad brand experiences can often ignite greater anger – try to respond; help people feel heard.
Can you put self-deprecation or humor in the response where relevant?
“Let’s agree to disagree” is a respectful response.
When the comment is inappropriate - it’s good to “hide” the comment on your Business Page – it’s an awesome feature because the person who left the comment thinks it’s still there, but it’s now hidden.
Heather Lee ended with this, “In real life, a smile or opening a door for someone can impact what may be the worst day of their lives.
With social media, people might show up with burdens we will never understand.
Try to use each interaction as an opportunity to share kindness when they may need it the most.”Note this:
Don’t try to navigate the social space alone. Talk with people when situations make you feel uncomfortable.Writing out your company or personal brand’s “Rules of Negative Engagement” would be a great source to refer in the heat of the moment.
The only thing I urge:
Do what you can to try and help people feel heard. When done properly, angry or negative comments are often removed by the person and they come to be a fan of the brand.Let us know how we can help: lori@lorilewismedia.com.
Reach out to me anytime on Facebook, Instagram, LinkedIn or Twitter.
Please enjoy MERGE archives here.