There’s a good chance that the 2016 presidential election has taken over your Facebook newsfeed.
You’re learning the political opinions of just about everyone you’ve ever met and, now that you know what they really think, might consider unfriending them—or at least unfollowing them until Thanksgiving.
Being bombarded with opinionated, judgmental and sometimes downright nasty posts and comments might be a new experience for most people, but for social media managers, it’s just another day on the job.
You never know what comments will await you on a brand’s social media page, but if you’re the person at the helm, you have to know how to handle anything that comes your way.
This infographic from Salesforce explains how to handle several types of comments you might see aimed at your brand, ranging from genuine concern to malicious criticism.
It provides an example of a follow-up email, and it stresses the importance of respecting your audience members’ emotions, communicating honestly and always acting with integrity. You’ll want to print it out and keep it near your computer for reference.
Check it out below, and please share your best advice for handling tricky social media situations in the comments.