Guidelines for Responding to Negative Social Media Posts

Social media is a boon for nonprofits. By posting on platforms such as Facebook, Twitter, Instagram, and LinkedIn, a nonprofit with limited means can reach a wider audience; tell its story; encourage engagement; and even solicit funds. The impact can be magnified if posts come from volunteers or clients committed to the mission, or from (usually former) employees. But what if someone posts negative comments? What can and should the nonprofit do?