One of my clients recently had an issue where a troll had hijacked their Facebook page. Every time my client would post a picture or make a statement about their product, the troll would post, often multiple times, comments and pictures denigrating the product. He also started answering posts from other potential customers who were asking for product feedback. Those were actually his favorites posts to respond to because he could further his own agenda directly with a real person.
Sadly, this is not an uncommon scenario. It is in fact a reason I hear all the time from clients regarding their hesitation to ‘jump into’ social media. “What if someone posts really bad things about the company and the president/board member/my boss sees it?” The truth is, if you jump into social media, you also have to have a plan for managing trolls. There are few…
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