In my 8 ways to deal with negative criticism in social media course, I outline the 8 ways to deal with trolls on Facebook and bad reviews in social media. You can ignore, educate, lawyer up, fight back, confess, own etc. (see social media chart at bottom of post). Each social media response comes with a positive and a negative possible response (and you’ll often get both). The confession step is fine – apologise away – but make sure you are not digging a bigger hole.
Sometimes brands respond to negative criticism with humour – and merchandising. Here are some funny examples of #socialmedia and companies responding to trolls.
This article covers: What is a troll, History of Trollling and How Social Media can Fix Trolling (how can society fix trolling, actually).