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The first rule of social communications: Keep emotions at bay
January 11, 2011 in Reputation management, social media | Tags: cafe pharma, jobvent, responding to comments, scott stratten, social media, social-communications, unmarketing book tour | 7 comments
If you learn anything about communicating across social channels in 2011, let it be this: Never write anything when you’re angry. I’ll take it one step further and add that you should never respond to any comments that bring out emotions you feel you cannot control.
Here’s an example: You’re reading a highly critical comment about your company, yourself or one of your colleagues or employees. After the first few sentences you are fuming. You know it’s a lie and you cannot wait to rebut. That is when you have to walk away. You are in no position to respond.
Not yet.
I have seen this time and time again, and the people who would seemingly understand this concept, and the permanence of any content posted online, fall victim to their emotions.
One comment turns into two, unfinished thoughts morph into uncontrollable rants, and when the dust settles, they look like a fool.
Consider the tale of this back and forth on Twitter, as described by MG Siegler over on Techcrunch. This is just one case of bad judgement and it probably won’t have much fallout for those who participated, but it is chronicled on a popular blog, something they may not have expected.
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