Trolls and Ragers or Badvocates by Nature
I found this blog assessment flow chart from the Air Force from a Twitter alert. It is quite useful and speaks highly of the military’s ability to manage various types of posters. David Faggard who heads the public affairs division and is responsible for this tool is the head of its emerging technology division. His contact information is available on the tool. He is also a responder since I wrote him about something on the chart and whoa—heard back immediately. He must have followed his own advice. There are four types of negative posters:
Trolls – those dedicated to bashing and degrading others
Ragers—those whose posts are rants, rages, jokes, ridicules or satire
Misguided – those who make misstatements in their postings
Unhappy customers – those who post negative experiences from the pool of Air Force stakeholders
For the Advocates as we at Weber Shandwick call them, there are several choices in terms of response. The responder can concur and share a story or just let the post stand as is. The flow chart provides considerations for responding such as being transparent, sourcing your sources, timeliness, tone and influence.
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