A Twitter user complains on a post we put out & drags the positivity down, resulting in more people being negative on the post. How do you defuse the situation?
I don’t think there’s a single catchall answer here, and a lot will depend on the circumstances of both the post and the reply. So for the sake of brevity, I’ll break down two possible scenarios: We posted something off the mark that was maybe insensitive, or possibly excluded members of our community. Obviously we…