Managing Negative Feedback

Negative feedback and constructive criticism provide authenticity to your community.

Time and again we hear of city government’s shying away from online engagement because they’re afraid of opening themselves up to criticism. Feedback can mean everything in some online circles, but don’t let fear of negative feedback deter you from forming online communities or engaging in social media. It might sound counterintuitive, but look for the positives: Negative feedback and constructive criticism provide authenticity to your community. Nobody’s perfect, and an entity that appeared perfect would feel insincere and worthy of suspicion.

When negative feedback does happen on your forum, it makes you aware of potential issues. While some may choose to simply ignore negative feedback, we all know misery loves company and a quickly downward spiraling opinion of your project or initiative could easily spell disaster in the eyes of your community. But how does one address negative feedback without coming off as combative or defensive? Above all else, it’s critical to remember, no matter how negative the feedback, your reaction must always be positive.

The easiest type of negative feedback to address occurs when a contributor sites a specific problem or provides constructive criticism. While it can be harsh and may paint a poor picture, this type of feedback provides good insight into something you may have not considered. It is best to respond within the forum, first thanking the contributor and then informing them you will be taking their suggestion into consideration or explaining why you decided to handle things differently and invite them to discuss the matter in greater detail privately.

A vague negative discord can be more difficult to address. If someone is having problems understanding the message you’re trying to convey, take the opportunity to revise your message or the delivery of the message. However, if this negativity originates from a dissenter of the initiative, it’s best to stay positive and refocus the discussion to the higher goals of the project. If the contributor proves to be a true troublemaker, someone who continually fights with others, uses aggressive or profane language, and generally impedes collaboration, you may want to address them privately and consider removing them from the online community. At that point it is helpful to have a good Terms of Service in place that you can point to. Any behavior that wouldn’t be tolerated at a city council meeting shouldn’t be tolerated online either.

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