We’ve all seen them. Those annoying, terribly rude comments that people make whenever possible online. Whenever there’s an opportunity to comment, whether through social media outlets, comment sections on blogs or web pages, or the customer feedback portions of a website, some people choose to write awful things for the world to see. These people have a name: online trolls.
By definition, online trolls post offensive, divisive, inflammatory, or otherwise inappropriate comments on any online comment section. This does not necessarily include a simple bad review. But a troll will repeatedly post insulting or damaging information that goes beyond simply expressing an opinion or recounting an experience.
Online trolls believe that they are anonymous, able to hide safely behind their computer screens and the veil of “Free Speech” in the vast Internet world. For many trolls, there is a perceived lack of consequences in the digital realm, as they aren’t looking their target directly in the eye while verbally saying these things. If a business is located in Seattle, why would it matter what someone living in Philadelphia said online? Words don’t mean the same thing when they are typed on a computer screen. As flawed as this logic is, sadly, too many people believe this.
When one spots rude, offensive language in the comment sections of any website, what is one supposed to do? Do they ignore the comments, leaving them posted for the world to see? Do they take them down so as not to tarnish their business’ name and reputation? Do they block the contributor (if possible), preventing them from continuing to post inappropriate material on the site? Or do they fire back at them, dishing back a taste of their own medicine. There is another option…professional interaction.
As awful as online trolling can be, there is actually a bright side to those offensive comments on a website. Have you ever been on a website where all of the reviews and comments seemed obviously staged? Most likely, they were. Trolls who spew garbage on the website show the rest of the world that the company is not perfect. But, that doesn’t have to be a bad thing. Deleting everything negative can be a turn off to potential customers seeking information about your company. By choosing to engage with your negative commentators in a professional, responsible manner, you can demonstrate how your business operates with integrity even under stressful circumstances. Even if your trolls are completely unreasonable in ever way, let your response set an example that you can be proud of.
Plus, as your online posts generate more traffic, even from those annoying trolls, your website ultimately will become more accessible for those searching on Google, Yahoo, and other search engines. We’ve probably all heard the saying, “There’s no such thing as bad publicity” before, and it can certainly be applied to online trolling, too. There can be a silver lining to even the most vile of comments left on a website.
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