Navigating Negativity with JMatt
#TwitterSmarter Chat Recap: 3-30-17
Here’s a recap of our fave tweets from this week’s informative and insightful chat. We’d love to hear from you! Please feel free to comment below and share your two cents on these questions.
Please welcome our guest @JMattMke. Topic: Navigating Negativity. #TwitterSmarter pic.twitter.com/jej4GHIult
— Madalyn Sklar ? (@MadalynSklar) March 30, 2017
Ask @hootsuite:
We invited our friends from Hootsuite to come on the chat and kick it off by answering one pressing question about Twitter marketing.
Ask @hootsuite: What are some tips to help get verified on Twitter? #TwitterSmarter pic.twitter.com/pXicarJYpk
— Madalyn Sklar ? (@MadalynSklar) March 30, 2017
1|4 Link to other verified accounts in your bio. Eg. If your company is verified add “Writer at @Hootsuite” ? @madalynsklar #TwitterSmarter pic.twitter.com/W9xMqBnpGn
— Hootsuite (@hootsuite) March 30, 2017
2|4 Have a high-quality image. Bonus points if your image showcases you presenting/in a professional situation @madalynsklar #TwitterSmarter pic.twitter.com/F7J2hW30g4
— Hootsuite (@hootsuite) March 30, 2017
3|4 Optimize your bio to increase your chances of becoming verified on Twitter. @madalynsklar #TwitterSmarter pic.twitter.com/VxfpFg1sSc
— Hootsuite (@hootsuite) March 30, 2017
4|4 For a full list of tips on getting verified on Twitter check out our article here https://t.co/vMKzfhu8BR @madalynsklar #TwitterSmarter pic.twitter.com/5eArd8vJWN
— Hootsuite (@hootsuite) March 30, 2017
#TwitterSmarter Chat
Q1: How do you approach negative sentiment your brand might encounter on Social Media? #TwitterSmarter pic.twitter.com/vGJ2AZyl4x
— Madalyn Sklar ? (@MadalynSklar) March 30, 2017
@MadalynSklar A1: I take negativity seriously; this is a chance for your brand to display a level of customer service! @MadalynSklar #TwitterSmarter
— ?JMatt (@JMattMke) March 30, 2017
A1.2: The worst thing a brand can do is nothing – it looks like you're ignoring your problems and 'wishing' them away! #TwitterSmarter
— ?JMatt (@JMattMke) March 30, 2017
A1: Confront the situation. Be authentic and real. Find a resolution. #twittersmarter
— Madalyn Sklar ? (@MadalynSklar) March 30, 2017
A1: Negative brand sentiments need to be met with empathy, authenticity and resolution. Ppl expect it now. Don’t disappoint. #TwitterSmarter
— Maureen Jann (@MaureenOnPoint) March 30, 2017
A1: Address negativity by being polite and respectful. Just because someone else is nasty, it doesn’t mean you need to be. #TwitterSmarter
— Express Writers (@ExpWriters) March 30, 2017
A1 Listen and respond accordingly in a helpful and professional tone, but don’t engage the trolls. #TwitterSmarter
— Suzy Hartgrove (@kitdog) March 30, 2017
A1: Don’t ignore it. Address it head on and with honesty. Know when to move the conversation to private channels. #TwitterSmarter
— Mallie Rust (@malliefe2o3) March 30, 2017
A1: Develop thick skin. Reach out to people who might be negative towards your brand to see what you can do better. #TwitterSmarter
— Social Chefs (@socialchefs) March 30, 2017
@MadalynSklar A1: Transparently. Every brand ever has tried spinning bad news. Being open & honest is ~almost always~ the best approach. #TwitterSmarter
— Jack Appleby (@JuiceboxCA) March 30, 2017
A1.
Remember,
your brand
CAN'T & WON'T
please all.That's okay.
Be open.
Listen.
Process.
Adjust. #twittersmarter https://t.co/gAJynklEJE— Gabriela Cardoza (@CardozaGab) March 30, 2017
Q2: Is there a difference between how you handle trolls vs. haters? #TwitterSmarter pic.twitter.com/vlkiNSO5C6
— Madalyn Sklar ? (@MadalynSklar) March 30, 2017
A2: Trolls are mostly just baiting you to respond for their entertainment; haters are usually users with a bad experience. #TwitterSmarter https://t.co/sgTLnBO79b
— ?JMatt (@JMattMke) March 30, 2017
A2.2: Either way, avoid the trap of getting into an online argument; regardless of the perceived intent your brand loses. #TwitterSmarter
— ?JMatt (@JMattMke) March 30, 2017
A2 block trolls, listen to understand and possibly improve from the haters #TwitterSmarter https://t.co/e11nWmrAva
— Beth Staub (@AdventureGlass) March 30, 2017
A2: Trolls are usually automated and send out any negative news source rapidly. Haters may actually need assistance. #twittersmarter https://t.co/tPYbMJCfnv
— Katelyn Brower ? (@BrowerKDnB) March 30, 2017
@MadalynSklar A2 Trolls, when fed, stick around. Haters could possibly be turned into fans, so at least try via DM. #twittersmarter
— Rachel Moore (@RachelMooreRS) March 30, 2017
A2 If your brand has a good history for social service, they will not be an issue – your community will come to your aid #twittersmarter
— Toby Metcalf (@Toby_Metcalf) March 30, 2017
A2: I prefer not to approach trolls at all. They are just looking to cause trouble. Haters might be able to be worked w/ #TwitterSmarter
— Alex Harris ❤ (@iamspeedyalex) March 30, 2017
A2: Trolls are just looking for reactions to engage with. Haters are just jealous you do you better than them. U mad Bro?!? #TwitterSmarter
— Jeff Higgins (@ItsJeffHiggins) March 30, 2017
A2: Trolls are usually sniffed out by your tribe; Haters are generically naturally cynical. #twittersmarter
— Philip Ashburne (@MarketingBrotha) March 30, 2017
A2: After a couple interactions, block trolls. Also: a good employer/brand will not expect you to deal with harassment. #TwitterSmarter
— Tara M. Clapper (@irishtara) March 30, 2017
Q3: Does a brand need a strategy in place for addressing negative reviews? #TwitterSmarter pic.twitter.com/jeY3bMon7r
— Madalyn Sklar ? (@MadalynSklar) March 30, 2017
A3: All brands, no matter the size, should have a plan on how to address a bad review (Customer Service 101). @MadalynSklar #TwitterSmarter https://t.co/jce9hgLYUi
— ?JMatt (@JMattMke) March 30, 2017
.@MadalynSklar A3.2: We have a few general responses pre-written and ready to go, depending on the nature of the review. @MadalynSklar #TwitterSmarter
— ?JMatt (@JMattMke) March 30, 2017
.@MadalynSklar A3.3: Our goal is to address the person, not take sides/get defensive, and offer an offline resolution (contact info). #TwitterSmarter
— ?JMatt (@JMattMke) March 30, 2017
A3: Yes, it's important to have a plan in place. It's easy to let emotions get in the way. Have a plan. Be professional. #TwitterSmarter
— Madalyn Sklar ? (@MadalynSklar) March 30, 2017
A3: Being proactive rather than reactive as a brand has almost always served me well. Assume the best, plan for the worst. #TwitterSmarter
— Maureen Jann (@MaureenOnPoint) March 30, 2017
A3: I think a company responding to negative reviews with class & openness shows a company I’m willing to give a chance to. #twittersmarter
— Krysti Mikkonen (@KrystiMikkonen) March 30, 2017
A3: There’s nothing wrong with a gameplan, but be aware of the situation & context. Remember: Don’t be United Airlines. #TwitterSmarter
— Emily Hayes (@emercis) March 30, 2017
A3: It helps to have a strategy so you and your team know how to effectively handle negativity. #TwitterSmarter
— Express Writers (@ExpWriters) March 30, 2017
A3. Absolutely! It’s impossible to please everyone 100% of the time. Preparation for Negative Feedback is Key. #TwitterSmarter pic.twitter.com/FeAxCjqGXm
— ✨Eloquent Content✨ (@eloquentcontent) March 30, 2017
A3. Without a doubt. How you respond to negative reviews demonstrates your openness to feedback and desire to improve. #TwitterSmarter [AR] https://t.co/qg9n89mqVb
— ModSquad (@modsquad) March 30, 2017
A3. YES! Your community is watching to see how you respond. Having plan in place relieves stress. Oppty for excellent CX too #TwitterSmarter
— Anh Nguyen (@AnhTNguyen) March 30, 2017
A3: Yes. Brainstorm the major objections people might have for your brand and how to respond to each, saves time. #TwitterSmarter pic.twitter.com/D9d8zqumFq
— Kami Huyse (@kamichat) March 30, 2017
A3: absolutely! Team needs to know when to escalate. Social 24/7 so pragmatic strategy & training essential #TwitterSmarter https://t.co/jDyin45fSI
— Nicole Osborne ? (@Lollipop_Social) March 30, 2017
Q4: What can you do when an individual just won't refrain from harassing your brand? #TwitterSmarter pic.twitter.com/J48UYPM4ZW
— Madalyn Sklar ? (@MadalynSklar) March 30, 2017
A4: This is by far my least favorite situation and it happens when you work in child welfare; I start with hiding comments. #TwitterSmarter https://t.co/aeH9WWKSEq
— ?JMatt (@JMattMke) March 30, 2017
A4.2: HIDE over block – they still see their comment, BUT your audience doesn’t. They feel like their point is being made. #TwitterSmarter
— ?JMatt (@JMattMke) March 30, 2017
A4.3: Blocking is a last resort – because that could fuel their fire to create new/more accounts or activating ‘allies.’ #TwitterSmarter
— ?JMatt (@JMattMke) March 30, 2017
A4: You could publicly address it in a way that drives positive perception of your brand and promptly end the convo. #TwitterSmarter
— Maureen Jann (@MaureenOnPoint) March 30, 2017
A4: When it becomes harassment, it’s time to block. If there are threats, call police (or The Avengers). Don’t mess around. #TwitterSmarter pic.twitter.com/SKh5ItplN1
— Tara M. Clapper (@irishtara) March 30, 2017
A4 Keep calm….and block or report. Sometimes you need other means of “telling” the person they’ve overstepped the line #twittersmarter https://t.co/OEvP4RSPwm
— Zala Bricelj (@ZalkaB) March 30, 2017
@MadalynSklar A4: Do your best to resolve the issue. If they keep going, stop responding. If they keep going after THAT, block them. #TwitterSmarter pic.twitter.com/KqwPiZw2xc
— Wilde Agency (@Wilde_Agency) March 30, 2017
A4
Keepin' it real:
I cry.
It hurts when people are mean just to be mean.
BUT…
you learn to LOVE yourself(& block)#twittersmarter pic.twitter.com/HuwkiWbRut
— Gabriela Cardoza (@CardozaGab) March 30, 2017
A4: Agree with @JMattMke about blocking as a last resort. NEVER delete a comment, however. Hiding is better. #TwitterSmarter https://t.co/W16mhYr7Ow
— Robert Fischer (@_imPRessive_) March 30, 2017
A4 Sometimes people have no rational reason for harassing you… that's when you need to block them. #twittersmarter pic.twitter.com/NrPDBLJcip
— Nicholas Thickett (@NThickett) March 30, 2017
A4: Step 1. Engage. Step 2. Read comment. Step 3. Offer Help Again. Step 4. Wish them a good day. Refer them to resources. #twittersmarter
— Philip Ashburne (@MarketingBrotha) March 30, 2017
Q5: How can brands engage their audience in a positive way around sensitive content? #TwitterSmarter pic.twitter.com/IckSLekX7S
— Madalyn Sklar ? (@MadalynSklar) March 30, 2017
A5: For @SaintAorg, we deliver trauma informed care to foster youth; our content is informative for our audience as a result #TwitterSmarter https://t.co/cXyBsgfgfu
— ?JMatt (@JMattMke) March 30, 2017
.@SaintAorg A5.2: If ‘sensitive’ content fits with your brand, be consistent! Your audience will learn to come to you as the resource! #TwitterSmarter
— ?JMatt (@JMattMke) March 30, 2017
A5 Admit mistakes when you make them – own the problem #twittersmarter
— Toby Metcalf (@Toby_Metcalf) March 30, 2017
A5: Companies have to understand their role in the convo and act accordingly. Don’t make sensitive content all about you. #TwitterSmarter
— Mallie Rust (@malliefe2o3) March 30, 2017
A5.
Invite your audience
to be a PART of your
content.Higher engagement
Higher advocacy
Higher brand loyalty#twittersmarter pic.twitter.com/zvQFiCiB1j— Gabriela Cardoza (@CardozaGab) March 30, 2017
A5: Do your research on why that content might be considered sensitive & consider sociopolitical context when engaging. #TwitterSmarter
— Emily Hayes (@emercis) March 30, 2017
A5: Stick with things that fit your brand and be sincere. Have a high emotional IQ #TwitterSmarter pic.twitter.com/cXaal5zejJ
— Kami Huyse (@kamichat) March 30, 2017
A5: Tread lightly & w/ a mission for what you want to come across for your audience. Be open to feedback. #TwitterSmarter
— Alex Harris ❤ (@iamspeedyalex) March 30, 2017
A5: Be human – accept that you made a mistake, Owen up for it. Customers will appreciate it. #TwitterSmarter
— VanderwagenMarketing (@VanderwagenM) March 30, 2017
A5: Brands should demonstrate a willingness to learn. If you mess up, don't double down: apologize. #TwitterSmarter pic.twitter.com/Vj6hbXeAeN
— Tara M. Clapper (@irishtara) March 30, 2017
A5 Be as open as possible about sensitive issues, stating that privacy concerns prevent going into greater detail. #TwitterSmarter
— Jim Katzaman (@JKatzaman) March 30, 2017
@MadalynSklar A5: Have a plan before publishing sensitive content to address it. Educate your team on appropriate/inappropriate responses. #TwitterSmarter
— Social Chefs (@socialchefs) March 30, 2017
Q6: What are some tips on curating content on sensitive subjects? #TwitterSmarter pic.twitter.com/EWwtknasWn
— Madalyn Sklar ? (@MadalynSklar) March 30, 2017
A6: I follow A LOT of e-newsletters and FB pages, but most helpful are the specific Twitter lists I’ve created @MadalynSklar #TwitterSmarter https://t.co/Z8o2aot4Pi
— ?JMatt (@JMattMke) March 30, 2017
.@MadalynSklar A6.2: When all else fails, I take it to Google and search topic ideas within the news section. @MadalynSklar #TwitterSmarter
— ?JMatt (@JMattMke) March 30, 2017
@RankWatch @MadalynSklar I definitely don’t automate my messages – but when I see a bad one, I go to the script and adjust as needed. #TwitterSmarter
— ?JMatt (@JMattMke) March 30, 2017
A6 I would be careful before approaching any sensitive topic. Is it really necessary to address it? If not, don’t #twittersmarter
— PolePositionMkg (@PolePositionMkg) March 30, 2017
A6: Fact check and read through the content thoroughly. Make sure you fully understand the position the content is taking #TwitterSmarter
— Mallie Rust (@malliefe2o3) March 30, 2017
A6: Consult with others on sensitive topics before posting. #twittersmarter
— Mary F. Sweeney (@ProudMaryBoise) March 30, 2017
A6: Use verifiable sources re: curating sensitive content. *Doesn't* mean popular news site / gov't, depending on topic. #TwitterSmarter
— Tara M. Clapper (@irishtara) March 30, 2017
A6: Know the topic before you join the conversation. Content shared should be read, fact checked, & vetted for validity. #TwitterSmarter https://t.co/CATLkMacU0
— Robert Fischer (@_imPRessive_) March 30, 2017
A6: Getting into sensitive topics is akin to addressing complex topics with kids. Do it directly, honestly, and respectfully #TwitterSmarter
— Maureen Jann (@MaureenOnPoint) March 30, 2017
A6 Keep a file about sensitive content and especially your responses so you don't have to reinvent the wheel each time. #TwitterSmarter
— Jim Katzaman (@JKatzaman) March 30, 2017
A6 do your research and go into it knowing both sides and potential arguments. #TwitterSmarter pic.twitter.com/vTG7Gr0LQ5
— Tianna Winters (@socialbytw) March 30, 2017
A6: Find organizations you trust that advocate for these issues. I like @NEDAstaff, @NAMICommunicate and @CrisisTextLine. #TwitterSmarter
— AK Kerani (@AKKerani) March 30, 2017
A6. Read the content. Research. Don't simply curate or share because of the headline. #twittersmarter
— Anh Nguyen (@AnhTNguyen) March 30, 2017
Q7: Could you name some efficient social media campaigns around sensitive topics? #TwitterSmarter pic.twitter.com/Ik7bWMUocI
— Madalyn Sklar ? (@MadalynSklar) March 30, 2017
@MadalynSklar A7 I personally participate in @Mission22‘s #22PushupChallenge, spreading awareness about veteran suicide w/ daily IG videos #TwitterSmarter
— ?JMatt (@JMattMke) March 30, 2017
A7.2: this is the #22PushupChallenge – you can check out all 85 (so far) days on my Instagram (@)JMattMke! #TwitterSmarter https://t.co/hN0S3P9yUd
— ?JMatt (@JMattMke) March 30, 2017
.@dnbukteam offers excellent economic insights on #Brexit. No sides taken, just solid information people need. #TwitterSmarter https://t.co/sDVdwL60ix
— Katelyn Brower ? (@BrowerKDnB) March 30, 2017
A7: @kfreberg spoke on this in class, think of BP’s Deepwater Horizon oil spill and their resulting combo with Dawn! #TwitterSmarter
— Emily Hayes (@emercis) March 30, 2017
@MadalynSklar A7: Examples of sensitive topics include: Healthcare, Government, Politics, #TwitterSmarter
— Social Chefs (@socialchefs) March 30, 2017
A7: IMHO opinion we did see some campaigns during Super Bowl 2017 #TwitterSmarter https://t.co/7zeH2FlCmI
— Josephine Borrillo (@70mq) March 30, 2017
@MadalynSklar A7: The #ItsOnUs campaign is modern and wonderful. #TwitterSmarter https://t.co/T5tZPo8AXl
— Jack Appleby (@JuiceboxCA) March 30, 2017
@MadalynSklar A7: The #WomenNotObjects campaign made a strong statement about gender inequality in advertising: https://t.co/BzSxpJwe1Q #TwitterSmarter pic.twitter.com/Um6l8gbOEc
— Wilde Agency (@Wilde_Agency) March 30, 2017
Q8 (last question): What are some resources for monitoring sentiment related to your brand? #TwitterSmarter pic.twitter.com/iWjadgl1Dz
— Madalyn Sklar ? (@MadalynSklar) March 30, 2017
A8: Aside from Google Alerts, I use @Talkwalker and @Mention to get daily email notifications. @MadalynSklar #TwitterSmarter https://t.co/gcbPo8k35n
— ?JMatt (@JMattMke) March 30, 2017
A8: @mention & @semrush for brand monitoring; community engagement/surveys $ @BuzzSumo for trends. #TwitterSmarter
— Tara M. Clapper (@irishtara) March 30, 2017
@MadalynSklar A8: @hootsuite. Check out their advanced search queries. #twittersmarter
— Social Chefs (@socialchefs) March 30, 2017
A8: @Sysomos‘ Favorability Rating & an ol’ fashioned Advanced Search. Sometimes it’s good to read individual tweets! #TwitterSmarter
— Emily Hayes (@emercis) March 30, 2017
@MadalynSklar A8: .@Google alert, .@Mention.
Would love to know more.#twittersmarter— RankWatch (@RankWatch) March 30, 2017
A8A: Your content and FAQ can always preemptively address issues. Revise and repurpose. FAQ -> living document. #TwitterSmarter pic.twitter.com/e0eZOcJ3A9
— Tara M. Clapper (@irishtara) March 30, 2017
A8: I use @hootsuite & its wonderful analytics to determine sentiment on content. Especially helpful w/ inbound messages. #TwitterSmarter https://t.co/1a6Nb2HHvA
— Robert Fischer (@_imPRessive_) March 30, 2017
A8 the @hootsuite is an easy tool to keep track.#TwitterSmarter pic.twitter.com/D4TDFKEFXv
— Nicholas Thickett (@NThickett) March 30, 2017
For more tips, advice and resources to help you master Twitter and grow your business be sure to follow me at @MadalynSklar. I’m also available for one-on-one and group coaching and consulting. Get details here.
Be sure to join us every Thursday on Twitter at 1pm ET at hashtag #TwitterSmarter.
