1. Creating a set of Forum Policies
A set of policies that can be easily accessed when visiting your comment section is the first line of defense in protecting your online community. Using language that clearly states the rules and disciplinary actions for forum violations ensures visitors are aware of the system in place.
It is great to honor freedom of speech, but comments that are malicious and serve no purpose in celebrating robust, healthy discussion do not have to be entertained.
2. Implementing a Comment Moderation System
Comment moderating software like CAPTCHA can help eliminate spambots. Spambots are used by hackers to carry out attacks on a website or server. They are created as fake accounts and used to send unsolicited messages for hacking and fraudulent business purposes.
3. Handling Customer Service
Whenever you produce content, your hope is that it will reach thousands – or millions – of readers. Most of us know that one of the best proven methods of spreading information is by word-of-mouth. In referencing our first bit of data from Neil Patel, we know that visitors who comment are 294% more likely to share your content. By creating an engaging forum where your audience feels empowered, not only may you receive glowing praise but insightful feedback on your organizations processes, products, services, etc.
The picture we’re painting here is that a comment section is nothing but beneficial to your organization. However, we do understand that there remain other concerns about verified users who leave negative comments about your organization.
First things first – not everyone is going to like your brand. It may be hard to swallow, but no matter what you do you can’t prevent everyone from having something negative to say. That being said, there’s no reason to completely rule out all of the opportunity afforded via a comment section.
In understanding how you, or your community manager, can respond to negative comments you must first understand how to classify the feedback. To begin with, Jade Furubayashi of Simply Measured defines negative feedback within 1 of 4 categories,
Ex. ‘Hey @simplymeasured – my free report won’t generate.’ This type of feedback is simply a heads-up of a problem you might have to act on immediately.
Feedback such as the above is beneficial not only to your organization, but other consumers who value you your product. An insightful comment or troubleshooting shooting inquiry should be met with humility and grace. Letting your audience know you value their feedback and business, goes a long way. Make sure to publicly thank your audience and express your gratitude.