Responding to Negative Online Feedback

We all dread it: the negative comment. Whether it's on a blog post, in an email, or on a social media channel, negative feedback can demoralize staff and destroy goodwill with patrons.

Handling this feedback can be a challenge—do you ignore it? Do you respond? And if you do, how to you respond in a way that avoids escalating the issue?

In this workshop, you’ll examine the most common kinds of negative commentary and the best methods for dealing with them. You’ll also learn what differentiates an online troll from other kinds of negative users and what to do if you encounter one. Get ready to be a whole lot more prepared the next time one of those undesirable comments appears!

After participating in this workshop, you will:

  • Be able to list the most common kinds of negative feedback
  • Be aware of recommended methods for handling negative feedback
  • Know what differentiates a troll from other negative users and how to handle a troll

Laura Solomon, MCIW, MLS, is the Library Services Manager for the Ohio Public Library Information Network. She has been doing web development and design for over twenty years, in both public libraries and as an independent consultant. She specializes in developing with Drupal. She is a 2010 Library Journal Mover & Shaker. She’s written three books about social media and content marketing, specifically for libraries, and speaks nationally on both these and technology-related topics.  As a former children’s librarian, she enjoys bringing the “fun of technology” to audiences and in giving libraries the tools they need to better serve the virtual customer.

This event will be hosted in Zoom. Automatic captions will be enabled for this event. This event will be recorded, and registrants will receive access to the recording within a day after the event ends.

If you have questions or requests regarding accessibility, contact us at or at 312-280-5100.