Think Before You Engage: 100 Questions to Ask Before Starting a Social Media Marketing Campaign

86. What Can I Do if Someone Is Upset by Other Comments?

Similar to inappropriate behavior, if someone is upset by another person's comments, further action can be determined by the overall objectives of the social media strategy and campaign.

The level of concern displayed by the offended party doesn't actually matter. The fact that they are upset to begin with means that you should take every measure necessary to address the concern and provide them with the utmost in service needed for the issues to be dealt with head on.

Rule of Thumb Be proactive, not reactive. If a response doesn't help, don't do it.

The action toward the offender, however, does vary depending on how the action reflects on your brand. If responding directly to the offender causes a negative reaction, handling the situation by addressing the upset party might be the best way to deal.

A situation where one person upsets another is a test for your brand. You can be either reactive or proactive. Often, the proactive road is the one that deals with rectifying the situation with the offended party.

Just like with inappropriate comments, though, there is only so much attention that should be paid to either situation. Brands have to take care to not cross the line that causes a negative issue to become worse. Refer ...