Managing trolls on social media is possible! Here are a few tips on how to deal with them:
1. Establish a policy
Most social networks have basic rules for moderating comments, posts, and shares. Create your own rules: a kind of reminder to define accepted behaviors when a user wants to engage with you.
2. Try to ignore them
Trolls want attention. They feed on your anger. Do not give them this pleasure and deprive them of their life force.
Most of the time, this approach works.
But if you, as the social media manager, have chosen to ignore them, others may choose to do otherwise. In these cases, an inactivity is no longer an option.
3. Reply with real facts
Trolls spread misinformation, inaccuracies, and lies. Dispelling rumors with real, tangible facts are the best way to get rid of the fuel that powers them.
4. Respond to their comments with humor
Easier said than done.
Humor helps to refine the brand and relieve the tension caused by these kinds of tense situations. However, this should not be a shortcut to ignoring customers or ridiculing their problems.
5. Block them if necessary
Most trolls, annoying as they are, are mostly harmless. However, in some cases, their posts can turn into blatant threats or hate speech.
Use the power of social media and block or ban them. Also, take a look at the content distribution guidelines of the platform you are on. If the troll's posts violate these guidelines, report them.
6. Do not delete their messages or comments
Going to extreme measures by deleting all traces of their hateful messages can contribute to escalating their behavior.
7. Create a friendly community
If your community is close to you, they will support any response you make to trolls on social media. They won't find the right conditions to plant the seed of anger and will spill the digital bile elsewhere.