Let's Talk About It

It’s an all-too-common behavior when readers comment on an online article – turning on one another. It is not quite as common on social media; when commenters are aware that someone is regulating responses, they are less apt to pick on one another. But there may come a time when a bully responds to one of your posts by attacking another commenter. Below are a few suggestions for dealing with the situation.

• Respond quickly, but not immediately. Take some time for the commenters to cool down and allow yourself time to compose a constructive response.
• Listen. The situation must be considered from the commenters’ points of view as well as your own.
• Be respectful and do not offend. Use “please” and “thank you.”
• Apologize and admit doing wrong when appropriate.
• Acknowledge their presence. Never ignore what is being said.
• Ask questions. If the comments are vague, apologize that they are unhappy and ask for more information to help resolve the situation.
• Offer up solutions. Every negative moment has the opportunity to become a positive experience.
• If commenters get off track, remind them of the original topic. 
• Do not argue or subject yourself to lengthy dialogue.
• Suggest the commenters exchange emails to continue their conversation elsewhere.
• If worse comes to worse, delete their offensive comments and block them from your Facebook page. Remember, this is a last resort.