Internet Shaming

06.06.2015 / 22:54:31

How to cope and avoid

Tami Lancut Leibovitz

A very unfortunate case happened in Israel last week, a story that made everyone realize the power social media possess over our lives. A respectable and known manager in one of the local authorities decided to take his own life after facing viral accusations on the web for being racist and treating a person coming into an office in an offensive manner. None of those allegations were apparently true but the shaming, the thousands of people that pressed the Share button and shared the post with their Facebook friends, was devastating enough to make him desperate enough to take his own life.

The case sprouted an overall reaction on the web – calling for attention for “cyber-bullying” and I cannot agree more. We should all pay attention to what we share, check the facts and not rush to accuse. The ease of name defamation on-line carries responsibility for all of us using social media, we should be cautious about finger pointing and avoiding the hate that is addressed against an individual. Remember, “Trashing” someone private on-line it’s not the same as complaining to a company. If you address a complaint online for a commercial platform, it has less repercussions. I sincerely hope we will not hear about more cases like that on the web, the change starts within us and our attitude on the web.

But what happens when you make the mistake and feels like you are out of luck and attacked by followers and web users all around? When someone calls you out or your company for damage or mistake? Mistakes do happen and can be forgotten if we act genuinely and sincerely. If your words were misunderstood and your intent was not to hurt, follow a few steps to correct the mishap,

Here’s a few insights and tools to deal with the difficult situation:

If you get accused as an individual user….

You need to try to keep everything in proportions, it may hurt and insult you, so asking assistance and support from your close circle of family and friends is a must.

You should post a status/tweet that explains your side of the story but in the same time, try to move on, the memory of social media platforms is not as long as we may feel when we get internet-shamed. If someone is threatening you, don’t hesitate to contact authorities, don’t ever let cyber-bullying run your life or damp your routine.

If you get accused as a company or a business profile…

• It’s not the time to take your time: If you made a mistake, apologize immediately and if needed, remove the post/tweet/comment that might seem offensive to one of your clients, even if you feel your intent was read wrong. Things on the web tend to read differently to different people, if you get a negative response, react immediately and don’t argue on-line. Chop the problem and clear the way for positive interactions.
• Create a loyal fan base: Business-Shaming can happen, making mistakes is human. What’s important is the overall attitude we provide our clients on a daily basis. The ongoing engagement and attention to customer service for the long run, will help create a loyal client base and you help you be prepared to deal with unexpected “fires”. Always stay genuine and sincere, your customers will notice it and appreciate it.
• Use the Public platform: When you make a mistake, utilize the public platform to show your customers your tries and efforts, and the way you deal with problems that occur and rise. The readers will enjoy and support positive problem solving on the web.

As an individual I hope you will never get attacked and have to deal with cyber bulling,

However, as a company or service provider you need to be prepared and know customers will at some point address social media platforms to speak out against your brand. How you choose to react will set the tone and pave the road for positive customer interactions and relations later on.

If you want to know more about me and my new book, please visit my website  or Amazon to inquire about my etiquette & manners related lectures, keynotes, workshops and professional training courses as well as my new book, The IBL Code: International Business Language.