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Handling negative posts
Most references to Douglas College in social media are positive. But, the potential for negative interactions is there and, understandably, many employees are concerned about how to handle those situations.
There is no one-size-fits-all approach, but there are general guidelines for dealing with negative content.
Categories of negative content and how the College should respond
- Factual errors
When significant factual errors about the College appear in social media, we should correct them. Anyone who is in an appropriate role can politely counter with correct facts, or else bring the errors to the attention of the Marketing and Communications Director.
- Constructive complaints
Legitimate complaints about unsatisfactory experiences at Douglas College are healthy. We should take the opportunity to respond respectfully. Anyone in an appropriate role can thank the person for the feedback, acknowledge the situation, and provide an avenue for restoration. Otherwise, please report the complaint to the Marketing and Communications Director. Prompt responses show that we care, and can turn someone's unsatisfactory experience into a positive impression. But do take enough time to create an appropriate response.
- Uncivil or malicious rants
Some people use social media to rant and take cheap shots. These comments are made in bad faith, because they don't express any willingness to find a solution. We monitor but we do not respond to comments like that. Any College response that attempts to present a different perspective is likely to spark further ranting. If you see an angry or inflammatory comment about Douglas College, please advise the Marketing and Communications Director.
If you notice content that seems to threaten violence, or to attack the character or reputation or an identifiable individual, or to violate College policies, please immediately bring it to the attention of a College vice president, or to someone in the Human Resources department. Trust your gut instinct: if you see something that worries you, report it.
