The Grand Social Media Experiment. We learn by doing.

How to handle positive and/or negative comments on social media channels. -KH

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Every time you make a typo, the errorists win.Gessenia Votta, on May 1, 2013, wrote 3 tips for recovering from a social media typo. She had tweeted on the pope resigning and made a typo. Within 3 minutes, she caught it, and took it down to fix it. Within that 3 minutes, someone had made a screen shot of her error and posted her mistake and correction on many social media channels. The person was not very polite with their comments, either. She also took down their comment.

Votta says, ” But the sign of a true PR professional is in how you respond to a given mistake. PR professionals need to practice what they preach to their clients. As my old PR professor would say, “Tell the truth. Tell it all, and tell it fast.”

She has three tips, which can be read in detail in the link above.

1. Own it, quickly.
2. Keep it short and keep it sweet.
3. Accept it.


These are also great tips for a lot of mistakes in life. For me, when I use an ipad or type on a phone, I am more likely to make mistakes due to the nature of the device than when I am on a keyboard connected to a computer. Is it because I am more adept at using this well established technology? Is it because I feel like I can go slower and be more thoughtful and introspective while typing on a keyboard than I do while juggling another type of device? The important thing is we are human, and to recognize we make mistakes. Some typos make me laugh, and we all need a good laugh from time to time.
In the meantime, if your company doesn’t have a policy how to handle social media comments, this is the time to develop a policy. If people are being cruel, threatening, or discriminatory, then state that those comments will be deleted. If people make positive comments, acknowledge them — especially when they acknowledge we all make mistakes! 🙂 – KH

Author: 5oci4lm3di4101

We're a class learning about the ins and outs of social media. We learn by doing.

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