Don’t Feed the Trolls Part II: Facebook

January 12th, 2017 by Jared Jones

Search Influence’s resident troll has returned with the next installment of troll defense lessons. This edition will focus on the Facebook social media platform. Trolls inhabit every single corner of the infinitely expanded world wide web. Social media, forums, news articles, emails, Amazon reviews, and even online video games. The main strength that trolls have in most of these platforms is that they don’t have to expose their identity. But, what happens when someone trolls you on Facebook? Show me a person who trolls with their own identity, and I’ll show you a person who has nothing to lose. Though there is no surefire way to completely stop someone from trolling you into infinity, there are some pretty hard and fast rules that apply to all troll defense tactics.

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Don’t Feed the Trolls

Does this statement sound familiar? If it does, it means that you either read the previous entry into the troll stomping anthology, or you are a seasoned internet veteran. This is perhaps the easiest and simplest way to deter a troll from taking up residence on your business page. Though the easiest way to deal with a troll is to confront them face first, an excessive number of responses and back and forth will eventually cause you to devolve into the troll that you are trying to destroy.

Don’t Assume Everyone Is a Troll

The main reason that your business page exists is to connect with your customers and fans. It needs to be understood that a complaint is not always a troll setting up shop. Whether you have 50 followers or 50,000,000 followers, each and every one of them made the conscious decision to click the “like” button on your page because they like your product or service. Give users the benefit of the doubt and make an earnest attempt to make peace with them.

Keep Your Cool

When you’ve definitively identified that someone is actually trolling you, remember that you are a professional and a troll is a professional at making professionals profess professions unprofessionally. Your responses will be visible to everyone who follows your page and even some passersby as well. Those viewing your argument won’t necessarily feel the same rage that you do and may think you treat all customers in the same fashion. Not only that, but raging at a troll makes them seem like the victim, and the last thing that you want your fans and strangers to do is to sympathize with a troll living on your business page.

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Use All Provided Tools Available

Similar to Twitter, Facebook has a few built-in tools to deal with users that attempt to interact with you in bad faith. First and foremost, you have the ability to delete comments. This should be used VERY carefully. A legitimate negative comment should not be deleted; that issue should be addressed directly and publicly. The only comments that should ever be deleted are deliberate and dishonest attacks made toward your business. Specific users can also be blocked on Facebook as well. If you do have to delete a user’s comment for legitimately trolling you, blocking them is probably a good idea as well. Facebook also has a direct messaging system that can be used to reach out to users in case they need to share private information.

Sounds Tough

With a whopping 1.79 billion users (that’s 25% of the entire world population) and not even plateauing quite yet, Facebook can be a challenge to navigate. Here at Search Influence, we offer a full suite of Social Media Management services to offer with a team of professionals to deal with the trolls for you.