photo credit: ChernobylBob

Oh, what to do, what to do? You've just posted an opinion piece about something that you found passion for, and there it is: the negative, harsh and somewhat threatening comment. A comment which has led to another and another and you're deep in a full-flamed comment war. However, this is a good thing. Embrace negative comments. They lead to opportunities to improve reputation and customer service.

Here are a few pointers I have found that work to keep your sanity and allow you to lower your defenses so you can continue to listen and engage:

1. Smile and Lower Your Shields.

With your post you have just revealed some passion and varied ideas on the subject. This is a good thing; it means you've touched upon a topic that has people talking and thinking. Embrace it and allow it to happen. There is no need to attack the other person back or block them. Let it flow. Thank them for their comment.

2. Listen and Seek Understanding

Most of the time, a good blog post will generate a fair amount of dissenting opinions and viewpoints. Look them over and seek an understanding of the writer. Do they make any good points? Can you adjust your viewpoint? Listen and seek a better understanding of their ideas and see how they fit with yours.

3. You Could Just Ignore them, But...

A lot of people forget who they are once they enter the blogosphere. If you ignore the comment, they may just move on, but likely it will encourage further bad behavior. A quick note thanking them for their viewpoint will often be replied with a comment like, "Oh, I didn't realize anyone actually read these comments," or "Gosh, I didn't mean to attack you." It brings the human element back into perspective and allows you to keep the comments civil and appropriate. Plus, if you have learned something new, or changed your opinion, acknowledging them for helping you see a different perspective is a nice way to keep the conversation going and return to civility.

4. Look for Balance.

Obviously your post generated quite a few comments and different opinions. Work to further explain your viewpoint in your comments. As long as you keep it honest and refrain from attacking back, your viewpoint will come through. It's important that you don't allow someone to cloud your reputation or put words in your mouth. Also, if this topic generates a lot of buzz, it helps to show you are engaged and offering good points for others to consider.

5. Let It Go

After a while, it is best to let the comment stream taper off. There is no sense in keeping up a debate if you have firmly made your points. Again, you want to remain civil and calm, but once you have exhausted your points, nothing is gained by continuing to beat a dead horse. Let it go once you have made your argument. If the conversation persists, take it private and continue it off-line and away from the blog. You'll quickly learn whether the other writer is just perpetuating a fight, or if they actually could become a valued partner. It may be that they are very interested in the topic. But again, there is no need to keep circling the wagons once a comment thread has out-lived the interest in the blog post.

The ideas above have usually worked to reduce steam when a negative comment comes in, or it seems like I'm under attack for having an opinion. These strategies allow me to get back to the job of listening and engaging folks. There is no need to be afraid of negative comments; usually they lead to a learning experience or the chance to turn a negative into a positive customer service opportunity.