Dealing with negative feedback on Facebook

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We’ve had a few people asking about ‘negative feedback’ on Facebook lately so, being the helpful cats that we are, we decided to explain all in a blog.

The golden rule, as spelled out in large, friendly letters on the cover of the Hitchhikers’ Guide to the Galaxy, is DON’T PANIC.

Seriously, don’t. You can’t please all of the people all of the time, and Facebook’s negative feedback is nowhere near as horrible as it sounds.

Here’s how it works…

If you go to your page and click on ‘insights’, you’ll be able to see a breakdown of your page posts, look at which were most popular, which had the most viral attention, and lots of other juicy details to help you fine tune your content.

Now, if you click on ‘engaged users’, then click on the number corresponding to a post in that column, Facebook will show you a little pie chart detailing numbers of clicks, stories created etc. At the bottom of that pop-up, you might find that someone has given ‘negative feedback’.

What does that mean? Quite simply, it means someone decided to hide your post from their page, reported it as spam or chose to hide all stories from your organisation.

It sounds pretty awful, doesn’t it? Someone must be really upset with you to go to all that trouble, right? Not necessarily so…

Think about every time you’ve signed up to a newsletter / company update in your time on this earth, then decided you’ve got too much going on in your inbox and marked them as spam, just to get them out of the way. I bet you have, haven’t you? It’s a bit naughty, and results in a black mark for the newsletter creator, but most of us have done it at some time. It’s not too dissimilar with Facebook updates. Sometimes, people are simply trying to clean up their newsfeed and your organisation’s posts get caught in the crossfire.

What you really need to watch is how many people are creating ‘negative feedback’ in comparison to ‘positive feedback’. Look at the example we’ve given here: one person gave negative feedback, but look at the amount of views, clicks and generated stories… the good easily outweighs the bad, doesn’t it? If there’s no real pattern to be found, and the negative reactions are few and far between, you probably don’t need to worry.

Time to tweak?

Of course, if you’re continually seeing negative feedback in your Facebook insights, it’s time to take action. Spend some time looking at the content attracting the negativity and work towards amending your updates accordingly. Check to see if it’s a particular topic people don’t like, a particular product, or maybe just your choice of language; if you can find a pattern, you can usually do something about it. Experiment by tweaking your topics, content and language and monitor the results closely…  before long, you should be able to build a happy, positive Facebook community.

  • Have you suffered from negative feedback on your Facebook page? Have you marked updates as spam or hidden them from your page? Do share your comments here…. we’d love to get some feedback from you. And if you think this blog might be helpful to people you know, please, please share it.*purr*

 

 

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