Facebook fans are great – except when they’re not! Normally, we get a little thrill when we see the “new fan” notification on our pages. We might even give them a “welcome” post or check out their timeline. What happens, though, when the occasional fan goes rogue?
Just a Friendly Discussion, or Something More? Identifying Trolls
Trolls online? Yep. Wikipedia defines them as, “someone who posts inflammatory, extraneous, or off-topic messages in an online community, such as a forum, chat room, or blog, with the primary intent of provoking readers into an emotional response or of otherwise disrupting normal on-topic discussion.”
Not everyone who disagrees with you is a troll. If you post something controversial, you should be prepared for some passionate responses. Since you really did ask for it, respond politely, even if you don’t agree.
If someone posts a complaint or customer service request to your page, go ahead and respond in a professional way. If the customer is truly unhappy, it’s often best to apologize and give them a way to contact you privately so you can resolve the issue. You could turn …