You cannot control the person making comments on your blog or other forms of media, but you can control your response.
Fear of dissension can be conquered by establishing:
- Privacy Policy
- Comments Policy
- Legal Policy
Determine which comments are a valuable contribution.
Not every comment requires a response from the author(s). Thank the readers for expressing their thoughts. Your readers want to know you are reading/listening. Acknowledgement is one of the building blocks to creating a successful relationship. Questions should be answered. Turn the table and ask a question in response. Remember, social media is about open dialogue. Keep the conversation going by continuing the conversation on the commenter’s blog. This is a great way to get to “know” your readers. After-all, those making the comments cared enough to take time to leave a comment and share their thoughts and opinions. Tap into this enthusiasm.
Think before you respond.
Not all comments will be positive. Take a deep breath and step away from the keyboard before responding to an emotionally charged comment.
As fellow Now Is Gone contributor, Ike Pigott, says “Just listen with a thick skin, lest you lose your shirt.”
February 22nd, 2008 at 12:11 pm
In my mind a comments strategy is a bit broader than policies - it should include what you decide to do with comments. Do you commit to facilitating, responding, reciprocating, never commenting in your own blog only that of others?
January 22nd, 2009 at 11:19 am
Great post Geoff. I am a recent ex-journalist in Toledo, OH trying to create a business plan to manage social media for local companies. Many here are very old school. They realize social media is important, but hedge on ROI and “we’ve always done it that way” anchors. Any additional ideas on cracking this nut?