5 Tips for Dealing With Controversial Issues on Social Media
As a business, it's your job to remain neutral on any controversial stances to avoid risking your reputation and losing customers in the process. With you and your employees actively posting on social media, however, the lines can be blurred on the matter of sharing views that may not necessarily reflect those of the company. Here are a few tips on how to deal with controversy on social media platforms:
1. Talk to Your Employees
Let employees know up-front that the business avoids controversial topics on social media, and give examples. Social conversations can easily escalate if clear boundaries aren't set up-front.
2. Don't Get Involved
Your company, as an entity, has no political views. Don't make the mistake of representing your ideas and opinions through your business. Steer clear of taking part in these discussions, and remember that there is almost no position you can take, not even extreme neutrality, that will absolve you from negative reactions from potential consumers.
3. Be Ready to Deal With a Crisis
Anytime you're working with social media (and even if you're not) you should be ready to deal with a social media crisis at any moment. That means listening to what people are saying to or about your brand, and being available to respond very quickly and in a way that will calm people down. Just making people feel listened to is often enough to defuse a potentially harmful situation.
4. Don't "Feed the Trolls"
It won't surprise you to learn that the Internet can be a hostile place. But negativity feeds on itself. Don't be afraid to express yourself, but don't respond to hostility if it shows its face. It can be very tempting to want to get the last word in, but it will only make a bad situation worse. Take the high road, every time.
5. Make Conversation, Not Statements
If your brand involves itself with controversial trends on social media, be sure to create conversation points with your network instead of creating statements or taking sides. This is safe but still allows for involvement.
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