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Deprecated: Creation of dynamic property PB_Mustache_Generate_Admin_Box::$fields is deprecated in /home1/natandr/public_html/wp-content/plugins/profile-builder/assets/lib/class-mustache-templates/class-mustache-templates.php on line 159

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Deprecated: Creation of dynamic property PB_Mustache_Generate_Admin_Box::$fields is deprecated in /home1/natandr/public_html/wp-content/plugins/profile-builder/assets/lib/class-mustache-templates/class-mustache-templates.php on line 159
Como Manejar un Troll en tus Redes Sociales – natandra.tv
Deprecated: Optional parameter $field declared before required parameter $parent is implicitly treated as a required parameter in /home1/natandr/public_html/wp-content/themes/salient/nectar/redux-framework/ReduxCore/inc/fields/typography/field_typography.php on line 50

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Deprecated: Creation of dynamic property ReduxFramework_typography::$value is deprecated in /home1/natandr/public_html/wp-content/themes/salient/nectar/redux-framework/ReduxCore/inc/fields/typography/field_typography.php on line 53

Deprecated: Creation of dynamic property ReduxFramework_typography::$parent is deprecated in /home1/natandr/public_html/wp-content/themes/salient/nectar/redux-framework/ReduxCore/inc/fields/typography/field_typography.php on line 51

Deprecated: Creation of dynamic property ReduxFramework_typography::$field is deprecated in /home1/natandr/public_html/wp-content/themes/salient/nectar/redux-framework/ReduxCore/inc/fields/typography/field_typography.php on line 52

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Deprecated: Creation of dynamic property ReduxFramework_typography::$parent is deprecated in /home1/natandr/public_html/wp-content/themes/salient/nectar/redux-framework/ReduxCore/inc/fields/typography/field_typography.php on line 51

Deprecated: Creation of dynamic property ReduxFramework_typography::$field is deprecated in /home1/natandr/public_html/wp-content/themes/salient/nectar/redux-framework/ReduxCore/inc/fields/typography/field_typography.php on line 52

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Deprecated: Creation of dynamic property ReduxFramework_typography::$parent is deprecated in /home1/natandr/public_html/wp-content/themes/salient/nectar/redux-framework/ReduxCore/inc/fields/typography/field_typography.php on line 51

Deprecated: Creation of dynamic property ReduxFramework_typography::$field is deprecated in /home1/natandr/public_html/wp-content/themes/salient/nectar/redux-framework/ReduxCore/inc/fields/typography/field_typography.php on line 52

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Deprecated: Creation of dynamic property ReduxFramework_typography::$field is deprecated in /home1/natandr/public_html/wp-content/themes/salient/nectar/redux-framework/ReduxCore/inc/fields/typography/field_typography.php on line 52

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Deprecated: Creation of dynamic property ReduxFramework_typography::$field is deprecated in /home1/natandr/public_html/wp-content/themes/salient/nectar/redux-framework/ReduxCore/inc/fields/typography/field_typography.php on line 52

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Deprecated: Creation of dynamic property ReduxFramework_typography::$parent is deprecated in /home1/natandr/public_html/wp-content/themes/salient/nectar/redux-framework/ReduxCore/inc/fields/typography/field_typography.php on line 51

Deprecated: Creation of dynamic property ReduxFramework_typography::$field is deprecated in /home1/natandr/public_html/wp-content/themes/salient/nectar/redux-framework/ReduxCore/inc/fields/typography/field_typography.php on line 52

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Deprecated: Creation of dynamic property ReduxFramework_typography::$parent is deprecated in /home1/natandr/public_html/wp-content/themes/salient/nectar/redux-framework/ReduxCore/inc/fields/typography/field_typography.php on line 51

Deprecated: Creation of dynamic property ReduxFramework_typography::$field is deprecated in /home1/natandr/public_html/wp-content/themes/salient/nectar/redux-framework/ReduxCore/inc/fields/typography/field_typography.php on line 52

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Nadie se libera de recibir algún mensaje negativo en las redes sociales, lo importante es atenderlos y apagar el fuego lo más rápido posible. Otra cosa es manejar la presencia de un Troll en tu página, ahí es cuando realmente se pone a prueba nuestra paciencia y tolerancia…

¿Qué es un Troll? en la jerga de Internet, es una persona que publica mensajes despectivos o irrelevantes en las redes sociales de otras personas o compañías, con la intención de molestar o provocar una respuesta negativa en los usuarios y lectores.

bcyp8bbxi

En los casi 8 años que llevo trabajando con medios sociales, me ha tocado lidiar con los trolls en una que otra ocasión y te puedo decir que la forma en que respondes a estos personajes, es clave para cuidar la reputación de tu marca.

El tiempo que le dediques a esta situación depende de la intensidad de la conversación y la importancia que realmente tengan los mensajes. Recuerda que siempre contamos con la maravillosa alternativa de “bloquear” a esa persona y eliminarlo de nuestra página.

Por más que quisiéramos, no debemos ignorar a un troll por completo así que para que sepas que hacer y cuanto tiempo debes dedicarle a esto hasta optar por presionar “bloquear”, te presento estos consejos:

     1.  Analiza el mensaje + Revisa el perfil:

Un troll se puede identificar a simple vista, por su manera de escribir, el contenido del mensaje y en la publicación que lo coloca. Lee el mensaje varias veces y respira profundo antes de contestar de manera precipitada y con coraje. Recuerda que eso es lo que buscan, que les respondamos con coraje y comencemos una controversia para sentarse con palomitas de maíz en mano a disfrutar la función.

Luego de leer el mensaje, échale un vistazo a su perfil. Muchas veces no tienen fotos o un nombre normal, y en el perfil hay muy poca actividad, eso es una bandera roja.

     2.  Utiliza el humor o sarcasmo

En la medida que sea posible, busca el lado jocoso del mensaje y contesta con algo cómico. De esta manera estás demostrando que tienes sentido del humor y automáticamente cambias el giro del mensaje o la intensión del troll. De la misma forma, responder con sarcasmo puede llegar a alejar las malas intenciones de ese bueno para nada.

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     3.  Defiéndete con datos

Si el troll está regando rumores falsos de tu negocio, contéstale con datos. El que no tiene hecha no tiene sospecha, si tienes toda la verdad de tu lado, utiliza esa arma para defenderte.

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¿Te ganaste la burla de los trolls por alguna equivocación en tu negocio? Pide disculpas y explica con detalle lo que pasó. Los datos siempre nos van a ayudar a proteger la reputación de nuestro negocio.

     4.  Responde amablemente

Leíste bien, ¡tienes que ser AMABLE! No les des lo que ellos quieren > una reacción negativa de tu parte. Responde todos los mensajes de manera amable. Así lleves tres horas contestando mensajes atacantes (como me ha pasado), siempre ten cortesía y elegancia, eventualmente se cansarán de no lograr que tu respondas con odio.

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     5.  No te unas a los Troll

Sabemos que hay veces que se presentan situaciones en Internet donde es bien fácil subirse en la ola de la burla, pero no lo hagas. Por más que pienses que vas a recibir muchas interacciones y que tu contenido se pudiera ir viral, no seas un troll más, respeta para que te respeten.

En los medios sociales estamos siempre vulnerables y si eres un negocio que se une a los trolls, no dudes que cuando se presente la oportunidad, van a hacer trizas tu contigo.

troll

¿Cómo proteger mi página de los trolls?

  • Monitorea tu página constantemente y lee todos los comentarios que recibes para que sepas las intenciones de los mismos.
  • Contesta todos los mensajes que recibes, sobre todo LOS NEGATIVOS. Esto te proyectará como un negocio que está disponible para servirle a sus clientes y al mostrarte amable, no ven motivación para molestarte.
  • Comparte unas reglas a seguir en tu página. Es tu espacio y tu estableces como quieres utilizarlo, tener reglas te ayuda a que las personas tengan cierto comportamiento en tu página y de no cumplir con las mismas, tienes la excusa para bloquearlos. Determina los temas o el tipo de vocabulario que pueden o no hablar en tu página.
  • ¿Reconoces un mensaje o persona que es un troll? ¡bloquéalo! Tampoco estamos para que se nos vaya la vida invirtiendo tiempo en estos personajes. Trata de llevar la conversación a su fin, pero si no lo logras, simplemente presiona bloquear cuantas veces sea necesario.

**Consejo para bloquear un troll: espera un tiempo luego de el último mensaje antes de boquearlo. Si los bloqueas en medio de una agitada discusión, pueden utilizar otras cuentas para regresar a molestar. Si la persona sigue y sigue escribiendo, puedes ocultar los mensajes, en algún momento se cansará de no recibir respuesta y ahí luego de varias horas, lo bloqueas.

block-person-facebook

Otros social media managers te aconsejan:

“Hay que saberlo manejar pues hay algunos tan buenos en su trabajo que te pueden arrastrar a su juego y ahí es que se pierde. …mi mejor estrategia es ser amable, cordial, tratar de entender su punto, aclarar lo que entre en cuestión al punto que la persona no tenga más que decir y si continua expone su mala intención ante los demás.” – Carlos Enrique Ruiz Duran

“La solución para mi fue desactivar el área de reviews de Facebook, pero sentí que era injusto solo por el hecho de tener un troll que esperó el momento en que teníamos una campaña exitosa para bajar el review, crear una controversia para que los que nos siguen se enfocaran en la controversia y no en lo que se estaba mostrando.” – Anónimo

“Trato de conseguirle algún “goodie” siempre que se pueda y lo amerite.” – Ibrahim Flores

En conclusión:

Aunque parezca misión imposible, puedes manejar y controlar la situación con un troll. Recuerda tener paciencia para contestar con amabilidad, humor y datos. Mantén siempre la calma. Trata de llevar la conversación a una conclusión y si la persona está muy fuera de control bloquéala.

Siempre ten en mente que las demás personas de tu comunidad están viendo como llevas la situación y esto puede convertirte en un héroe o en el chiste del día. Lo importante aquí es proteger la reputación de tu negocio y si cuentas con una comunidad activa y agradecida, hasta te sirven de abogados.

Espero que este artículo te ayude a alejar un troll de tus redes sociales, aunque te deseo que nunca tengas que vivir esta situación.

Para 23 consejos adicionales para manejar las redes sociales haz clic aquí

Si tienes algún otro consejo basado en tu experiencia nos puedes dejar tu comentario aquí abajo>

¿Necesitas ayuda para manejar tus redes? Puedes escribirme a info@natandra.tv para asistirte.

13 Comments

  • Excelentes consejos de sobre como manejar este tipo de situaciones. Casualmente estábamos tocando este tema con nuestros nuevos afiliados.

    Saludos,
    -Nelson

  • Emilio Camacho says:

    Muy interesante, sobretodo importante estos consejos de como lidiar con esos tipos de usuarios que se convierten en el dolor de muelas de cualquier negocio.

  • Información muy util, pues existen ocasiones que pueden tomarnos de sorpresa y quizás en el momento no tengamos la forma de responder, muy útil esta data, te animo a que sigas enviando estos mensajes pues ciertamente son muy útiles.
    Nos ha pasado y ciertamente hemos respondido de manera positiva en busca de dar buena imagen a los clientes.

    • Natalia says:

      ¡Gracias Sulin! Tal como lo comentas, la mayoría de las veces nos toman por sorpresa y por eso es importante estar preparado para atender la situación cuando se presente. Me alegra mucho saber que el artículo fue de tu agrado. ¡Estamos a sus órdenes! 🙂

  • Gracias Natalia, te comento que lo compartí con el dpto. de mercadeo de nuestra empresa, y la retroalimentacion es que el tema es muy bueno , pues justamente los dptos. de Mercadeo que trabajan las redes sociales son los que generalmente les toca asumir las respuestas ante los casos negativos que se puedan presentar, de hecho hay casos que las personas sin comunicarse con el personal de la empresa y sin manifestar disgusto se van a las redes simplemente por el hecho de escribir algo .

    • Natalia says:

      Te agradezco mucho que me hayas compartido la experiencia y me alegra saber que la información ha sido útil para el equipo. Estamos a tus órdenes. 🙂

  • Justino Gomez says:

    Excelente recomendaciones, adicional a eso sugiero siempre que les agradezcamos por su interes en nuestras informaciones y por seguirnos ya que siempre hay algo bueno en un mal comentario.

  • Rosivonne says:

    Excelente Artículo! Me recuerda esa problemática que no debemos ignorar porque los que estamos en las redes no estamos exentos de que nos pase.

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