Blue Helm

There have always been Whiners. They whine about their jobs, politics, their lack of income, school, a product or service, and World of Warcraft (beware: this video has some swearing, but it’s hilarious). Before the internet, the only people who had to put up with Whiners were those who physically associated with them. Now Whiners can gripe all over the place. They can whine in online forums, on blog posts, on YouTube, or in the comments of a news article. They can even whine on your Facebook Page or on Twitter–there are just so many opportunities to complain!  Sometimes a Whiner gets to a point where he or she devolves into a Troll. A Troll is someone who comments or posts online solely to make people mad or to offend.

So what do you do? Some person or group has invaded your Facebook Page, your blog, or some other online community, and is causing a ruckus. Do you respond or just ignore them? It depends. Here are a few pointers:

1. Delete comments if they are offensive or use bad language – It’s important that people feel comfortable coming to your online community. Generally speaking, if people come to your site and see offensive language or comments that degrade individuals or groups, they most likely won’t feel comfortable coming back. If someone posts something regarded as ugly or offensive (particularly if it’s racist, sexist or bigoted), it’s best to delete the comment. As tempting as it may be, do not delete someone’s comment just because he or she said something negative about you or your product. You’ll never have a strong community if you restrict differing opinions. Just make it clear that you delete offensive comments but encourage debate.
2. Let it be – Sometimes you’ll get a Whiner or Troll who says something that is totally irrelevant, makes no sense, or is just plain dumb. In this case, ignore it. Keep an eye on the comment to see if other people begin voicing the same concern–then you may want to consider responding. In a lot of cases you won’t need to because most will just ignore stupid or irrelevant complaints.
3. Let your fans defend you – Often the Whiner’s complaint isn’t something that you have to respond to because your fans will for you. If you’ve done a good job of creating an interactive culture in your online community, people will be used to contributing and discussing. If someone starts ranting, the community is usually equipped to take care of the situation. Your defenders can also say things that your company can’t without getting in trouble.
4. Respond directly – Sometimes the whining is warranted. Your company messed up, your product is bad, or you just made a mistake. If someone complains or calls your company out on a mistake, respond appropriately. Sometimes your response can be a simple explanation, and sometimes you may have to change the way you do things. If you let a legitimate complaint slide it can come back to bite you. Just look at how Steve Jobs is getting all sorts of backlash on how he’s handled the new iPhone debacle.

Don’t let Whiners and Trolls get under your skin. Respond when you need to. Otherwise, just let the openness of the Internet take care of it.

What do you think? Have you had any experiences dealing with Whiners and Trolls?

When your friends speak out on Facebook, do you answer?

We all know about the ‘Like’ button on Facebook, and most of us probably use it from time to time. And we may or may not comment on a buddy’s post that particularly interests us. But did you know that you help increase your friends’ content value and prominence by ‘liking’ their posts or commenting more often?

For instance, let’s say you have a close friend that posts a funny YouTube video on Facebook. You watch it and laugh until you pee yourself. But you don’t comment on the video or use the ‘Like’ button to show your interest. And why should you? You’re a busy person with lots of other YouTube videos to watch. Here’s your friend’s problem: Her hilarious update will quickly fall victim to the massive amounts of other Facebook content constantly being generated. As the minutes pass, her post will fall lower and lower on News Feeds everywhere.

But if her video happened to have a lot of comments or ‘likes’, Facebook sees it as more valuable content and keeps it higher on News Feeds, even as other content comes in. Thus, your friend’s video is seen by far more friends and has more potential to become viral. And her self-esteem dramatically improves.

Some Facebook users avoid commenting or ‘liking’ posts because they get annoying notifications every time somebody else comments on the same update. This site on Mashable explains how to solve that pesky problem.

But in the end, why should you care if your friends’ posts get more exposure? Why should you take the time to comment or ‘like’ a status update or link. Well, because you’re a human being and social networking is, at its core, a conversation. You’re free to harvest the benefits of Facebook without participating, but that makes you lame.

So don’t be lame. Take the time to ‘like’ or leave a comment on a Facebook post that genuinely interests or entertains or inspires. Doing so cultivates more good content, and I think we all can agree that our Facebook News Feeds would greatly benefit from better content.