A troll under a Seattle bridge

“We Do Not Negotiate With Trolls,” Pt. 2 – Preparation

Last month, we talked about the best way to respond to negative criticism online. However, that post was all about the reactive – about turning around negative publicity and knowing how to respond.

This week we’ll talk about the importance of preparing ahead of time so your responses are ready to go.

Audit your organization

It might be uncomfortable, but the first thing you want to do is conduct an audit of what issues your organization may be criticised on. This can be done internally, but having an outside agency do it can help round it out and ensure it is more complete (and that you don’t cross anything off the list that you don’t deem “important” enough).

Once you have identified the topics that leave you more vulnerable for online backlash, develop a “Dirty 30.” Simply put, this document should list the 30 negative questions you would most likely be asked to comment on or criticized for.

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Trolls online

“We Do Not Negotiate With Trolls”, Pt. 1

Even though you don’t have to pay a toll to get onto social media, trolls still abound.

They sit on Twitter and Facebook waiting to pounce on unsuspecting brands, organizations and individuals. In truth, they can be scary. Their methods range from posting negative comments about your group to flooding your Facebook wall with graphic, inappropriate content in an attempt to get you to take it down.

It can seem overwhelming, but there are ways to navigate the – at times – rough terrain that trolls thrive in.

For detailed steps to take when responding to negative criticism, read on!

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