Such a negative reaction can, provided that the solution really answers the question, be turned into something positive. However, situations are often more complex or personal explanations are privacy-sensitive, which can even make it irresponsible to deal with them online. A good solution? Take the discussion offline and later report back to the community what has been done to solve the problem.
Conversation.
Vengeful & Vinegar Pissers
However, according to the same study, 23 percent of complainants are out for revenge. A group of people who cannot be satisfied. What should you do then? Not respond or have a lengthy discussion? In principle, everyone has the right to an answer. And the great advantage of an open platform is that everyone can read along.
If you are an open moderator, open to reason and give clear, understandable and understandable answers, then others will read this too. Even if the 'vinegar pisser' just continues. The rest of the followers will also read along. To keep it fun for everyone, at some point it is time to stop the discussion. This can be done by continuing the conversation offline or by not responding anymore. In the latter case, it is smart to formulate your last response clearly and respectfully.
Online house rules and guidelines
Such a discussion does not need to be deleted. Neither do negative reactions. What does need to be addressed, however, is the online bully who terrorizes other people by reacting negatively to everything. Such a bully often adds nothing in terms of content, is disrespectful to others, uses swear words, is racist, makes sexual innuendos in an environment where this is not appropriate or publishes private information of others.
house rules no style
House rules Geen Stijl
Before you start deleting comments, it is wise to formulate online house rules/guidelines poland mobile phone number list Certainly not entire books to seal off all freedom, but for example 5 or 6 bullets with basic rules of conduct. Perhaps even visually displayed, which makes it even easier to consume. Not ruling with an iron fist, but keeping it liveable, whereby the boundaries can be sought. If even a site like 'Geen Stijl' has house rules that they fall back on to keep the community 'clean', then quite a lot is possible.
What everyone finds difficult is saying 'no'. Determining when a reaction goes too far to take it offline. We often feel that everyone has to be satisfied. But just like in real life, that is also impossible online. Especially when the service or the organization is not adapted to it. However, people are often a lot smarter and have more understanding than you think, as long as you communicate clearly.
Where things often go wrong is the inability to respond (skillfully). Solutions cannot be offered for organizational reasons, no answer or only half an answer is given to the question, people become defensive and the need to speak from the organization is greater than the will to empathize with the customer's needs. In all these cases, it is not the customer, but the organization that goes wrong. This results in reacting tensely, not responding and taking comments offline. No one has sympathy for that, the risk of damage to the image is certainly lurking.
To maintain a healthy dynamic, it is important to find a continuous balance between managing and steering the community. Stimulate the discussion positively and cleanse stubborn pollution. Know the community and the target group, really listen, communicate when it adds value and always answer the question.
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