Ignoring The Online Anger


By: Phil Paschke

In: Customer Service, Marketing & Communications,

Back in February I wrote about Embracing the Online Anger, but it’s important to note that not all social media mentions require a response. (Gasp!)

A few months ago Jonathan Michael at Bplans.com posted the handy Response Flowchart below that not only helps you separate the trolls from customers you can actually help, but how best to respond.

If nothing else, taking the time to go through this process before responding to a particularly nasty tweet gives you a cooling off period, and should help you avoid dashing off that oh-so-witty (but ill-considered) retort.

social media response flowchart
Don’t feed the trolls!
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Phil Paschke
Philip has had a fascination with all things tech ever since his parents brought home a Commodore 64 and he learned to type Load “*”,8,1. Combining his love of gadgets with a passion for music, he completed a B.Mus in Theory and Composition, while working part-time at the Edmonton Symphony Orchestra & Winspear Centre box office. After thirteen years with the organization progressing through titles like New Media Specialist and Communications Manager, he recently relocated to Wagga Wagga, Australia (really) for a down-under adventure. Whichever hemisphere he's in, Philip makes time for fine food, peaty scotch, and staying up way too late playing Sim City.
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