How to deal with trolls?

[shukla7789]

In the age of the Internet, one of the biggest headaches for brands is the trolls, who constantly threaten their image and reputation. In order not to jeopardize the brand's positioning, the goal is not to feed the trolls; that is, not to enter into the discussions they create, not to respond to their incendiary comments and not to give them more importance than they require.

However, it is a more complex issue; there are trolls who finland number dataset mean comments and harsh criticism of brands, and these go viral quickly, making all the eyes of their audience focus on them. Although these trolls are extremely harmful to brands, for consumers they are critical voices and in some cases they are funny voices. Therefore, the position of brands in the face of these “attacks” must be extremely strategic in order not to continue damaging their image.

How should brands react to such cases? Should they stop these messages? The experts' conclusion is no. "Keeping quiet when you've had a lot of media coverage is not the way to go," says Ami Hasan (founder of Hasan & Partners and event organiser at Cannes).

This proposal may seem inconceivable to many brands, especially if they are very large and famous, but if the troll is not “embraced”, the frontal messages directed at them would be a direct criticism of the same brand.

Malicious comments will have a very strong echo in the media, and if the brand comes out in defense, the echo will become endless, no matter what they do to achieve the opposite result. Brands cannot control either the message or the response, so deleting these comments will leave a very bad image for the brand.

Experts recommend being prepared for these contingencies and taking an open and satirical stance, because trolls will continue to exist and we have to live with their messages.