Handling negative comments (and positive) on social media platforms like Facebook, Twitter, LinkedIn, need is a plan. By using this template, you'll have one in place that's easy to follow and you can be confident that you'll know what to do in the event of a social media crisis. Free yourself up to focus on the enormous benefit social media can bring to your business.

1. Negative Comments Response Template (for Social Media)
How to handle negative comments for Facebook, Twitter, LinkedIn and other social media platforms
Free Download at http://www.bluewiremedia.com.au/xxxx
Bluewire Media www.bluewiremedia.com.au/ 1300 258 394 (BLUEWIRE)
@Bluewire_Media
© 2014 by Bluewire Media v1.1
Copyright holder is licensing this under the Creative Commons License, Attribution 3.0
Please feel free to post this on your blog or email, tweet & share it with whomever.
Level
1
2
3
4
5
6
Comment
Positive
Neutral
Negative - respond
Negative - ignore
Negative - remove
Crisis
Description
Anything favourable
Neither good nor bad
Genuine negative comment
Negative comment by a "troll"
(deliberate trouble-maker)
Offensive, malicious or spam
(it breaches your "House Rules")
Legal or criminal ramifications
(eg. threat of violence, breach of
confidentiality, defamation, PR
disaster etc)
“My burger was
awesome!”
“I'm having a burger
for lunch.”
“My burger was cold
and took forever.”
“Burgers are evil and so
are the people that eat them.”
“My waitress was a %^&*.”
“I'm going to burn this
burger joint down.”
Say thanks (Optional: screenshot it and share the love
with your team)
Commenting is optional
Take a screenshot.
Acknowledge, apologise and act to resolve the issue. Follow up
Take a screenshot.
Potentially warn the troll and block them if necessary but usually
it's best to ignore them. The rule of thumb is "don't feed the trolls."
Take a screenshot.
Remove the comment and explain that it has breached "House
Rules". Warn the offender and block them if necessary. (House
Rules are your commenting
policy - typically good manners are expected)
Take a screenshot.
Escalate immediately to police, legal or management
for further advice as necessary.
Example Response Process

2. Free Download at http://www.bluewiremedia.com.au/xxxx
Bluewire Media www.bluewiremedia.com.au/ 1300 258 394 (BLUEWIRE)
@Bluewire_Media
© 2014 by Bluewire Media v1.1
Copyright holder is licensing this under the Creative Commons License, Attribution 3.0
Please feel free to post this on your blog or email, tweet & share it with whomever.
Negative Comments Response Template (for Social Media)
Lvl
1
2
3
4
5
6
Comment
Positive
Neutral
Negative
(respond)
Negative
(ignore)
Negative
(remove)
Crisis
Description
Anything favourable
Neither good nor bad
Genuine negative comment
Negative comment by a "troll"
(deliberate trouble-maker)
Offensive, malicious or spam
(it breaches your "House Rules")
Legal or criminal ramifications
(eg. threat of violence, breach of
confidentiality, defamation,
PR disaster etc)
Example Response Process Who's responsible?
Company