How to Shake Off the Dark Side of Social Media

EPISODE 2. AIR DATE: Friday, November 2, 2018

Let’s face it, we’ve all experienced some of the worst parts of social media. Trolls and haters who land in our post comments and fill them with unbounded negativity. Creeps and stalkers who sift through our photos and information looking for heaven knows what.

How do you shake all that off and focus on using social media the way you want to?

How do you protect yourself or your family or your business from these online predators?

The 360 Marketing Squad has years of experience dealing with these issues and more. In this episode of 360 Marketing Live, Jenn Herman, Stephanie Liu, Amanda Robinson and Mike Allton are going to share with you their recommendations on how to keep yourself safe and secure, across all your social networks.

▸ How concerned should you be about privacy on social media?
▸ What are some ways you can check or change your privacy settings?
▸ What can you do if you find that someone has invaded your privacy, like creating a duplicate profile?
▸ What about trolls? What can you do about argumentative, negative, harassing people on social media?
▸ Is there any benefit to allowing comments on social media, or even blog posts these days?


Stephanie Liu: Sure. It’s Stephanie Liu and it’s Jenn Herman. Mike Allton, Amanda Robinson.

Stephanie Liu: All right you guys, we’ve gotten wonderful show for you today. Well, it’s more like real talk. What did you say Yeah, that’s true. Yeah. So real talk you guys today we’re talking about how to keep it fun. We’re going to keep the fight. That’s true. Ah, we’ve got Mike Alton for that. He is the fun police. I got a screenshot of that page. There you go. There’s Mike Helton. Alright Mike, what are we talking about today

Mike Allton: We’re talking about how to deal with trolls. Those people that kind of hate on us a little bit. They get into our comments and they start messing with Ya. So we’re going to talk about that. We’re going to talk about privacy, which is a hot issue this year, like every other year, right Uh, how to keep your information secure, how to keep it from being stolen. What should you be worried about How do you do it

Stephanie Liu: I you guys So if you know anyone that’s going to be really interested in this topic today, go ahead and tag them in the comments. Share these in your groups because we’re gonna be sharing a ton of stuff. Like I know that the girls and I, we could definitely talk about trolls that like to follow us or leave comments on our live streams. There’s a lot of things that, or invite themselves onto your live stream and you’re like, wow, there’s a story. There we go. So let’s do it. All right, so let’s start off with, let’s talking about, um, how concerned should you be about privacy on social media Let’s talk about that real quick. Yep. I’m sending that one to Mike. That’s, we’re just like in the one to Mike.

Mike Allton: I go first, get it over with. Right. You know, I, I think you should be really concerned about privacy today and it’s challenging flavas like all four of us here, we are social media marketers. We have to be on social media. It’s part of our job as part of our personal brand. So it makes it really challenging for us. Other people maybe have a little bit easier. They could choose to not use Facebook. They could choose to skip using a particular social network for any number of days, but these days you’ve got a couple of different concerns. You’ve got the security of your data, right That’s a big concern. How secure is all the stuff that we’re sharing to Facebook and other social networks Is it being sold Is it being scraped as it being stolen And then of course there’s the individual concerns that that Jen kind of brought up a moment ago where you have individual people who might be looking at you, looking at your stuff for malicious reasons, and I’m looking at you, you know what We’re trying to steal your stuff. You know, one of the, one of the easy concerns, put it this way, one of the easy concerns and things that you can do to protect yourself on social media is to be wary of people who might be watching for when you leave town, right You’re posting all those pictures of, of your fun trip to Florida or California or Vegas or wherever. Meanwhile,

Jenn Herman: one of your neighbors or somebody who knows where you live realizes definitely not home right now. You guys, that’s a personal issue, but that ties into business too. And I actually have this conversation, I think I even wrote a blog post about it a while ago, but I had this conversation with a client because they were doing all these behind the scenes videos and basically what they were doing was giving everyone a virtual floor plan of their business. Cause in these videos you could see all of the entrances and exits. You could exits, you could see like the emergency exits, you could see where the windows were. And I was like, you kind of have to be careful about these things. Even from a business perspective that people aren’t like, it’s like, Oh you’re shutting down your business for a whole week over the holidays. Well thanks for telling us that.

Jenn Herman: No one’s there for seven days. Like there’s even, not just in a personal way, but in a business way. We do have to be consciously aware of what information we are putting out there and exposing people to, whether it’s, you know, showing videos after the fact or talking after the fact about things that have gone on. If you are going to preface something in advance of your shop shutting down for two days or a week or whatever it is, make sure you don’t do that in a way that says, hey, it’s going to sit here vacant instead. Be like, you know, we’re going to take a few days off, but we’re going to be busy doing inventory and prepping the store for the new year. Like make it sound like people are still there even though you’re not open to the public. There’s ways you can work around that so people don’t think it’s just a vacant space for them to basically get into.

Jenn Herman: One of the challenges that I’ve had with digital nomad, adding a first when I was doing my solo leg before, um, before Damien joined up with me, and, uh, just being aware of where I’m posting on social media from my stories, from my tagging locations and making sure that I’m not tagging locations of where I am. Well, I’m by myself. Uh, so what I would do is I would take stories and I would take, I would take all my posts and I would sort of wait for it, wait for a day. So I had posted them the next day rather than the day of. So people couldn’t show up on my doorstep of wherever I was. The other thing, a broad location, like I’m in New Orleans, not I’m in this tiny little store or square or location. The other challenge I have is that a, when you have your entire life in your car.

Jenn Herman: Um, so I’m obviously, I’m broadcasting from a hotel room, a different hotel room, and then the one I was in last time for our broadcast. And this is just my life right now. Uh, but I do have a lot of electronics and a lot of equipment with me, so I try to keep that on the DL when I’m posting from certain locations and, and just trying to keep it, just trying to be a little bit smart about that part of that side of my life. Because as we’re talking about privacy, we’re talking about creeps in trolls. And the more public that you are with your profiles and the more public that you are with your business, which brings, attracts in more business, but it also opens the door and opens you up to more risk and to more negativity and more people sharing their outward opinion in a very public space.

Jenn Herman: And it also opens you up to more risk. So that’s one of the reasons why having this conversation, this, um, chat that we’re having today is really beneficial in looking at the more you do want to put yourself out there and drive that success, the more momentum you get with it, the more a heat that you attract with it, with some negative things. So let’s talk about how we can, how we can curb that. All right, so let’s, let’s go into the privacy settings. And each one of us has our own different specialties. And so the first one that I’m actually interested in is Instagram because we’re all about let’s, let’s Geo tag everything. Let’s tag this and let’s tag that because we want to get them more reach. But you have to be very mindful of, and so Jen, you had dropped a couple of knowledge bombs.

Jenn Herman: Um, so go ahead and tell us a couple of other things that we should be mindful of in terms of protecting our privacy on Instagram. So the first thing is if you’re using a business profile and Instagram, it’s public like there is no option to lock that down so it’s automatically public. If you are a business with a physical location, your business addresses listed on your Instagram profile so that information is out there. If you are a like work from home or a small location that isn’t necessarily a store front for people to walk into, do not put your address in your Instagram contact info. You can go into your edit info and you can delete that out of there, take it out if it’s your home, if it’s a small location, if it’s someplace, it’s Kinda hard to get to if people are not going to physically come into your door to do business like a business storefront on a main street, delete your address.

Jenn Herman: Protect that privacy from that. If you are doing the geotag locations, whether you’re tagging your physical, you know like regular posts with a physical location or if you’re tagging your story to the physical location, don’t always tag your actual business tag something nearby. So tag a local Starbucks or go to a local park or go to a like a maybe a popular intersection or a well known hotel. Use other locations that are near you that kind of let people know how they can get ahold of you or find you or find things that are related to your community and industry and that sort of thing. But that don’t give away your actual physical location. Now again, when it comes to tagging things, especially in stories on Instagram, the smaller the location, the better the reach. But this does increase that risk opportunity. So for example, I always say I went and I spoke at National University here in San Diego and I tagged National University.

Jenn Herman: But as a result I showed up in national university searches. I showed up in La Jolla searches, I showed up in the golf course. Torrey Pines across the streets are just anti showed up in San Diego searches. So by tagging one tiny location I showed up in bigger and bigger search ranges on Instagram, which was great. I got a ton of exposure. If I had tagged San Diego, I wouldn’t have shown up in those smaller location. So you want to go super small and your Geo tag location for that kind reach and exposure. But again, it’s going to open you up to people knowing where you are. So granted I tag national university, it’s a, it’s a university, it’s a public building in a broad area. So that’s okay for me to do that. But again, if that was my personal location, I’m putting myself at risk. So you’d really want to kind of balance those out, get the smallest possible location, but just try to avoid, unless you have a physical like storefront, try to avoid being tagged directly in your actual location. Good call, good call. Okay. Now Mike Altin, you’ve got an amazing, beautiful family and uh, you are now putting yourself out there, right as the ambivert in the group. You’ve kind of like started ramping up your social media presence. What do you do about like protecting your family as well

Mike Allton: Yeah, and that’s actually one of the big challenges that people like me face. We want to talk about ourselves and non vain way. We want to talk about our families. I have 100% of my personal family, my parents, my brothers and sisters knocking stuff there. The 500 miles away. Facebook is how I share with them what I’m doing these days. That’s how they see pictures of my girls who they would not see more than a couple times a year otherwise. So the first big thing for me is to pick one platform. I don’t typically share pictures of my family at all on other platforms. It’s only Facebook. And when I’m doing it on Facebook, I’m choosing only to share it with friends most of the time, sometimes and even smaller subset of that. And thanks to Facebook’s privacy controls, it’s not going to extend beyond that circle of people.

Mike Allton: That circle of trust there, Robert Deniro talks about, right So I’m not sharing those publicly, which is, uh, which is a big deal and it’s actually a bit of a change from, you know, maybe, you know, five, six years ago I used to share pictures like that to my Instagram profile. I actually went back and I deleted all the personal pictures at ever shared wow. Instagram and I don’t use my regular Instagram profile for that kind of content anymore. In fact, one of the pieces of advice that I usually give businesses, particularly when they’re thinking about how to use personal profiles for the business on social media, is to think strategically about what they’re sharing personally. And to pick just one or two things that you’re going to do that you’re going to talk about. I talk about my girls and I talk about star wars.

Mike Allton: Those are the things that I do. And you ask anybody, what does my cotton known for And if it’s not anything else, it’s star wars, right That wasn’t very strategic. Uh, you know, peg and guy have mentioned it in, in their book the artist social media because it’s became something that I was known for. But personally, right. And it’s not exposing anything. Uh, that would be, you know, dangerous information for other people to have about me. So what my, like star wars and talks about star wars, not that big a deal, but it is, it’s something that people can relate to me about.

Jenn Herman: All right. Amanda, you, so what do you, do you mind, what do you do So what, what I do, I’m more active

Amanda Robinson: on Facebook, uh, compared to any other social platform and I am an open book. I’m a, they’re very much an open book when it comes to sharing my entire life. All my ups, my downs, my struggles, the good, the bad and the messy, ugly all over Facebook. However, even though my life is pretty much an open book online, one of the little tips and tactics and tricks that I take advantage of are the custom lists. So you can have, I have, I have different tiers of posts that I will do when is full public, which, you know, a broadcast like this full public, it’s available to the public. Whether you’re seeing it through the three 60 marketing squad page or through any of the groups that this has been shared into or you know, it’s public in the public domain. That’s fine. Uh, posts, general post.

Amanda Robinson: I will also keep public, but when I’m opening up my heart a little bit more and being a little more, more, more common, uh, but then I have sort of different tiers of list that drill down even a bit deeper where I will have less of close family. So if I have photos, photos with certain family members or photos that I just don’t want spread across the Internet to the general public, I’ll use that list. And what that does is you can create that custom list and you can add different people to it and it’s very cumbersome. If you have several hundred or several thousand Facebook friends, it can be very cumbersome to create these lists. But I guarantee you it’s so worth it. Once you get those lists created, you can add people, add people as you go onto those lists and it gives you a little more confidence when you go to pick what you want to share, who you want to share it too.

Amanda Robinson: I have a list of marketers, digital marketers so that I know it’s a funny joke or if it’s really geeky or something about building chatbots, I could share it to that list of people. They can engage with it. They get the joke. Certain family members are like, you’re speaking Greek. I don’t understand. Now the one, the one thing I do want to give you the heads up on is that whenever you last posted with, especially on mobile, uh, whatever setting you had on there, last is the next setting you’re going into. So if you had a post that was full, wide open to the public and then you go and make another post, it’s going to be full, wide open to the public unless you go and change those privacy settings on who it’s being shown to. And I’ve had that mistake where I’ve had a very narrow audience of just tight family members where I’ve poured my little heart out and shared her thing.

Amanda Robinson: And then I had, you know, a post like, like this, a public private broadcast. I’m like, why is nobody seeing this Even myself, I find myself catching, I flipped between those lists all the time and I do find myself getting confused with it sometimes. So it was just that extra takes that extra step of paying attention to, but it’s worth it when it comes to your privacy and not necessarily oversharing. Right. Very true. Yep. Yeah, and I love that you brought up lists because lists is definitely something that I use a lot for our family as well. You know, when you mean we all speak at different conferences, there’s a lot of people that really want to connect with you

Stephanie Liu: or they feel like they know, like, and trust you because they’re engaging with you all the time. In the Facebook groups, they consider your friend, they want to add you, but then you’re like, oh, we’re kind of acquaintances. So that’s like one of the lists that I have, which is acquaintances. And if you guys are using custom lists, go ahead and leave the comment list. Let us know that you’re watching you guys, I know this is a serious, serious topic, but we’re going to show you how you could go ahead and do the troll ban. Okay. So don’t even worry about that. And Ken, Ken actually left a really, really good comments. So let me go ahead and throw this up on here. Ken says don’t run an Instagram ad where your content or your contact button is set to your home address. Everyone’s seen the ad knows your home address, so don’t do that.

Stephanie Liu: Good call. Jen, do you have anything else to add about that No, I’ll let him roll with that. That was great. Well you know it’s funny cause one of my girlfriends had reached out to me cause I did put an address on my Instagram profile and she was just like, as long as the dms called, he was like, girl, don’t do that. I was like Yo that’s, that’s my po box. So it’s not like my home home, but I got it. But it’s nice to have friends that look out for you like that. So yeah, shout out to chef Claudia has Sandovall then the show. So good. Stephanie.

Jenn Herman: I have the exact same as you. I have a po box and it’s in the middle of nowhere. Canada legit. Um, and that’s what I use for all of my business addresses. The only unfortunate thing though is that it, because it is a such a small town, all you have to do is I show up to the local town and say, hey, does anybody know Amanda Robinson And ever be like, she’s over there.

Stephanie Liu: Yeah. All right you guys. So we have another question. And so this goes into what do you do if someone is impersonating you on social media You know, I kinda know three Gen Herman’s, I don’t know about you Janne lay down. Tell us what’s up. Oh,

Jenn Herman: her land on it. And I know, fortunately you guys have to understand, I, I’m one of the lucky people that has a broad audience of people who have my back. And there, there was something going on in the water like a few months ago and everyone was getting a person you’d like Kim Garst was getting impersonated, I got impersonated. There was like a bunch of people in our space that were getting impersonated and it’s happened to me multiple times. I’m lucky to people because I don’t find these like I’ve, I don’t think I’ve ever found one of them. I’ve had someone else come across something that’s you’re using my photo, my name, my content, whatever it is, and then they tell me, so when these things do happen, because inevitably they do, uh, the first thing I do is reach out to that individual account and I send them a direct message and I say, this is not your content.

Jenn Herman: These are not your photos. You were impersonating me. Take it down immediately. That is my first frontline attack is just to go directly to them. I would say probably 50% of the time I get an, Oh, I’m so sorry. It sound like stupid sob story. Like their parent died or their kid died and they were like in some foreign country. And they just need money and Dah, Dah, Dah, Dah. And I’m like, I’m not even joking this. I’ve had this happen more than you know. And so I’m like, just take it down. And most of the time, like that 50% of time they will take them down immediately with some kind of BS apology. The other 30% of the time they don’t, they either ignore me or they come back and try to troll me. My latest one tried to basically troll me back and I was like, oh no honey.

Jenn Herman: And so that’s where you start reporting. So you can go into whether it’s Instagram, Facebook, Twitter, whatever you can report for fraud, impersonation, spam, all that. So I go in and report, um, I can impart their impersonating me. You can choose it there impersonating a celebrity and then other people can claim in that person’s impersonating me and that way I report them for spam. So we just start recording. I will post it in my Facebook groups, I will post it everywhere and be like, Yo, get this. They get down. Oh like you know, we get Jenny behind us. You are lucky in the sense that you have an entire tribe of people who absolutely know who you are and we’ll come flocking to your side to, to also report if, if you’re an individual who goes through this and may not have the same social sphere or social influence, it can be very, very stressful and very hard.

Jenn Herman: Um, so my recommendation is that yes you can report the profile but one single individual reporting the profile may not be enough to really cause Facebook to turn their attention to it and to act upon it immediately. Cause you can have, I mean you might have an ex boyfriend or an ex girlfriend who’s reporting your profile, just trying to get it taken down to just be nasty to you. And then they’re going to ignore that. I mean there are going to yell at them, but if you have an individual who all of a sudden you have 2050 reports coming in to say this is fraud. So what I’m trying to say is that if this does happen to you, yes you report it, but reach out to all of your friends, whether it’s through a DM or direct message or publicly, however you feel comfortable, but get multiple people to report it in a very short period of time so that it sends up a very big signal to Facebook to say this really is a fraud account over here and go pay attention to it.

Jenn Herman: And we’ve had people do that within my Facebook group where they’ve actually, because they know that it’s a safe place to do that, where they’ve said, I’ve been impersonated, can you guys help me report it And they’ve basically come into my Facebook group to say I need help with this and we do will rally behind. Like they rally behind me, I, you know, I’m like, well put out the rally call. Like we got your back. And it’s because it does happen and it does suck. And it’s one thing when it’s like a person like that that has one level of violation and it’s very personal. But when someone takes like a business, I had this recently happened with somebody I know and it was a restaurant that was being impersonated and the impersonating account was putting up really bad content and like bad language and bad photos and like really putting up a really bad perception of this business and it was really hard for them to get that account taken down.

Jenn Herman: It actually took longer than anything I had seen in any, in any personal, like an individual account that was kind of be impersonated. How long does it, how long have you seen it take personal versus business So personal, I’ve usually seen shut down or at least they stop within 24 to 48 hours. It’s usually a pretty quick turnaround, especially when you can get a team like you know, like to Amanda’s point of you know, 10 1520 or more people, you know on your side, that one with the restaurant, it took like two weeks. It took considerably longer and that was multiple people reporting it. They kept coming back saying we’ve investigated it and we decided it was unfounded and we’re not taking it down. And it was like, it was just now the point where we were like, what more do you want Like they were trying to everything to validate that this was an a person in the account, but because they weren’t impersonating a person, it was really hard to validate the impersonation because it was a physical business and it was the way it was being portrayed.

Jenn Herman: There was no way to really prove that it wasn’t this, that they were in person in this business and then they work out separate business. So it was much harder. Can we, can we be clear on the differentiation though Because we see this a as as marketers helping other marketers and helping other businesses, I see this a lot. I’m not sure if you do as well where people will say, uh, we had an admin on the page who is no longer with the company. They are still the men. How do we get that page back And they will try and report that person ever report that business. But guess what People that doesn’t work. That person legitimately does own that page. If they are the sole admin on it, whether they are affiliated or associated with that business or not. Facebook does not care who owns your business.

Jenn Herman: They care who owns it, that page who had set it up, who owns the rights to it and they’re not getting involved in your, in your business, your personal issues. Right. So what we’re talking about is very different than, you know, you had an admin on the page who’s not giving up their rights. Um, that happens all the time and that is you are kind of, you’re stuck, you’re a little bit stuck. If I want to say to that point to jump in on that, I make all my clients that have multiple team members or really anybody if it’s not their own personal page, um, set, I make them set a policy that there’s at least two admins on every Facebook account, Instagram account and everything else. Because if the event that that one person does leave, you’re in that exact situation that Amanda said and you’ve lost your, all of your access if they don’t turn it over.

Jenn Herman: So there needs to always be at least to admins. Even like on my own personal page, like my or my personal page for Facebook, it’s my brand. But what if something happens to me What if I’m all of a sudden, you know, no longer functional for whatever period of time for God, for bid, whatever reason. Now no one can manage my page because I don’t have access to my page. But if I have another admin in there, they can go in and post and say, hey, Jen is going to be, you know, incapacitated for two months. Sorry, you know, we’ll come back. But someone else can can be that admin. So you should always have at least two admins or more that are people that you trust, other people in your organization. It can even be a family member, something like that, that you do have that ability to retain control of those pages. Love it. Right. So just to recap you guys, if you’re just doing it again, go ahead and let us know where you’re tuning in from because

Stephanie Liu: we are dropping some knowledge bombs right now and how you could keep your, your business, your family. It’s just safe and your stuff. Because I got a med and I got like a bunch of gear. Yup.

Amanda Robinson: We got everything. Yeah. I mean nothing. We we traveled lunch, Logitech, Webcam only

Stephanie Liu: seriously. Seriously. But so the things that we’ve covered so far are things about like using, be very careful about your hashtags, right And then if you, if you’re going to be an admin on your page trade, have two admins on your page. That way you don’t get into this crazy crazy dispute. And if someone is impersonating you, just call the Gentler Raj because Jen will line up her homeys and they will just snap that hammer like no, they’re that

Amanda Robinson: true story. True Story. And you say, I have never been impersonated and I guess, you know, not that I want to be in person, but it doesn’t hurt to, you know, yes. Right. I wasn’t there. Was going to go as Mike Alton for Halloween. I, you know I have been working on Mike Alton snapchat filter. See bringing the loving who wants to talk about two factor authentication. You do that one up there taking a girl take it. Yeah. Okay. Oh wait, lost. Lost my video. Oh No, we can hear you. That’s okay. Mike dance to do dude. Dude, isn’t that fun party earlier, right We need to have like a wafer. Amanda, we should have like an Amanda blooper. So whenever there’s like a tech thing, we’re like waiting.

Amanda Robinson: You can still hear me though. Right screen. Okay. I’m going to flip cameras over. Was that when you unplugged your camera to say this is logic taking use just straight out pulls out your cow. Does that, what happened is that wasn’t even plugged in. Oh, let me, let me flip over here. While she’s doing that, you guys will, we’ll keep the conversation going. So two factor authentication for those of you don’t, aren’t familiar with it or don’t know what it is. Um, it requires you to put in a secondary proof of ownership of, so rather than just putting in, there we go. Rather than just putting in a password to log in, you will either get like a text message where you have to put in a code or there is some additional level of secondary proof that you own access to that account. So, uh, it looks like Amanda’s face is temporarily pros and, okay.

Amanda Robinson: So we’re good. We got you girl role with two factor authentication. Okay. It’s giving me poor poor network connection. What I’d like, I have like an intranet curse but I’m walking around with legitimately it’s so frustrating. Okay. So two factor authentication to, to what Jen was saying. So you need two methods to verify that you are who you are. One is typically your password and two is either a cell phone number and email address or an authenticator app that you can have on your cell phone. And I highly recommend having multiple modes of authentication available at your disposal, not just one. Because if you’re like me where you have a Canadian cell phone and all your two factor authentication is set up for your Canadian cell phone. Thank you. Getting United States cell are you temporarily suspend your Canadian one and you can’t access any of your two factor authentication codes.

Amanda Robinson: Oh, so as much as I’m like, I’m like, I’m on lockdown, I am safe. All my accounts are two factor a. And here’s the reason that you want to do this and I really highly recommend you. You start start with your email address because everything socially digitally ties back to your email. Whether it’s a single email account, multiple email accounts. I don’t care. Stop what you’re doing right now and go and make sure that you have two factor authentication turned on to your email address. Because if somebody cracks into your email, whether it’s your Gmail, whatever system you are using, they can then go around and reset passwords for every single social account you own. They can hijack it and there’s nothing you can do. It’s not like you hit what’s called a credit card company and say like, Oh my credit card was stolen. Can you cut that one up and replace it No, you’re screwed. Just had this conversation with one of my clients today and I’d love to, to the account. And it said, hey, you know, Twitter said, we just want to make sure that this email address is still writing. I was like, there’s no one on this team that has that email address. So I reached out to them, I said, who does this email address belonged to It was like, oh, that person was fired a long time ago.

Amanda Robinson: You gotta be kidding me. Right. So ideally you guys should be doing like a social media audit, checking who has access to your accounts. You should have an exit, an exit interview with your employees and making sure that you’re disabling all of that stuff. And for those of you that are on Facebook, Facebook, business manager, and make this makes that really easy. You know, and just like God no longer a part of the team. But I thank you so much for mentioning the whole two factors stuff. That’s awesome. So on top of your email to factor, I know everybody to factor as a pain in the butt. I get it. It’s just uh, it’s, it’s cumbersome, especially when you get a new laptop or a new cell phone and you have to log in for the first time and you forgot where, you know, anyway, it’s a big run around. It’s worth it. Trust me. So there’s two factor authentication. Start with your email. So I’ll get that locked down and then go account by account, by account, starting with Facebook, then Instagram, then Twitter and enable two factor authentication on all of your accounts. And the reason that I’m saying this is for your own good. I mean it, it’s not a full pro two factors and not a foolproof system. Um, hackers can still get around it, but at least you’re dealing with smart hackers at that point.

Amanda Robinson: It was somebody who really wants your account information. Yeah. But men a disgruntled that the more layers of security that you can put between you and fraud, the better off you are. So starting with your email address, then your individual social accounts turn on two factor authentication. And this will also help you when it comes to any, any form of a suspected fraud or impersonation. If somebody has a person eating you or if there’s any type of funny activity on any of your accounts, stop what you’re doing immediately and go and change your password. Okay. And Go, don’t just change your password on the account, a safe, safe, it was Facebook. They’ll just change your Facebook account. Also go and change your email password. I know it sounds,

Speaker 6: oh

Amanda Robinson: the guests, what from a technical standpoint, from, from a tech data geek person telling you, it is so hard to undo the damage of what can be done. It is so hard to undo that and it’s so hard to get access back into those accounts when somebody has taken the reins from you. Um, okay, so we’ve, we’ve gone down the whole privacy. We’ve gone down that one question. Let me, let me throw this up on the screen route real quick. So at least this ship here, al asked, I know Instagram MacArthur is one cell phone per account and as an agency I manage several Instagram account. So can Instagram use email addresses for two factor authentications

Speaker 6: Yeah,

Jenn Herman: so they just rolled out a new authentication uh, option, which I’m just pulling up my Instagram as we talk so you can actually go in to your settings and I’m trying to get to where it actually has

Jenn Herman: two factor authentication on the screen. So I’m going to put it up here. So here’s our two factor authentication. You guys can see it there on the screen. So I still have mine set up as a text message, but you can actually use the authentication app now and they have this whole recovery codes feature. So these are all new things that they’re doing for business profiles. They have launched these as a way to make it more effective for business profiles. Now it’s always been, yeah, the one phone number, which is a pain in the butt if you have multiple people managing a profile. Because only one person’s phone numbers associated with that, which means you know, if, if the four of us are managing one account but Mike has the phone number associated with it and I want to go in there and I get logged out.

Jenn Herman: Now I have to get ahold of Mike to say all their numbers and get texted to you and then he has to text me the number. Then I have to log it in before we run out of the time limit on that text and everything. So it is hard. The, the new, um, the recovery codes that are associated with the authentication app, the new feature on there are basically eliminating that issue. So you can actually set up the authentication APP, which means anybody on your team can log in through that authentication procedures. So you can give people that access key. Once they have it, they can log in without having to rely on that single like phone number back and forth. Uh, it’s, it’s still kind of a relatively new feature with this new authentication APP being launched on, on the Instagram two factor. But I know a few people when they first went and did it, it basically like unauthenticated them from everything.

Jenn Herman: Like once they had took off one it like took them all off and it was like a pain in the butt to kind of go in and really like reconnect everything, which to Amanda’s point it is going to be super annoying. So don’t plan on doing it when you’re rushed for time, like sit down and commit that you’re going to go through and update all of your two factor authentication on all your Instagram accounts. But you use an authentication app and that will eliminate that and it does allow for better team functionality through two factor. Now I love it. All right you guys. Okay, now let’s go for it. Okay, well wait, Mike was, Mike was,

Mike Allton: and I have a joke, but it’s a Canadian jokes, so you might like it, right So there’s two guys, there’s two guys walking through the woods of Canada and they stumble on a bear and they wake up this bear and this bear roars and starts chasing him. And these two guys are running, running, running. And the one guy’s freaking out. He’s like, how are we gonna get my weight from this, this bear We’re not fast enough. The other guy says, I don’t need to be fast enough to get away from the bear. I just need to be faster than you might have. You probably heard that joke. Yeah, but it serves. To underline what Amanda was just saying a moment ago about how important this is, it’s not just no, but you, you, you want to take that extra step with your security because there are so many other people, frankly, don’t take that extra step and the odds are somebody who’s trying to hack into one of your social accounts or something else that’s going on. They’re doing for the easy fruit. They’re trying to hack into whomever’s going to be the easiest and fastest to get into. So if you’ve got two factor authentication enabled on all of your accounts, they’re not going to try so hard. They’re going to move onto the next person doesn’t have that extra layer of security and they’re not going to try. It’s just like having a little extra security in your house more than the neighbor does. Right.

Jenn Herman: Grab my neighbor. Got It. Perfect. Got It. Okay.

Mike Allton: Yeah, so so take that extra step because it’s going to protect you. Um, and then the second thing that I wanted to add is when it, when we’re talking about having team members, giving them access to our social profiles, or maybe it’s a consultant or something like that. One of the easy things you can do is use a third party social media management tool because then you can just set them up as a team member on the tool. You don’t have to give them access to your Facebook page specifically or your Twitter profile specifically. You’re the Maxus within the tool and when they’re done or when they leave or whatever the case might be, you were moving from the tool and you don’t have to touch your social profiles.

Jenn Herman: That’s a smart love it. What tool do you guys use Are we allowed to share Oh Go Ron Paul’s. They use last pass. We love that. Some of our polls, you know, last pass is pretty cool. I think there’s other ones that are out there, right Yeah. Last pass is, yeah, that’s, that’s a great tool for password management and everything. Okay. All right you guys, now let’s get it

Stephanie Liu: stories cause I know you’ve got some stories. How do you deal with people, customers, maybe even clients that are just trolling you online. They’re being really, really argumentative.

Jenn Herman: What do you do a anyone, go ahead. I’ll go. I know I was like, I was going to say I didn’t want to be very presumptuous. I would like to tell you, I can tell you no, it’s, and again this is one of those things where different industries, different businesses, as you grow, as you become more, more public, like it’s going to impact your level of troll ability, let’s say. So when you start out small and it’s your die hard loyal followers and fans and customers, you’re probably not going to see a lot of trolls as you grow and get more casual people as you become a bigger brand, like any of the big brands out there can speak to trolling like nobody else because people just want to come out of the woodwork and just be idiots and mean horrible people. And so they will troll those big accounts because they know it’s it’s easy access sort of thing.

Jenn Herman: Um, and it happens to businesses of all sizes. You know, the worst is when you say something maybe inappropriate or you use bad grammar or something that doesn’t necessarily like rank as like troll level, quality content, but the trolls come out anyways and they want to troll you because you use the wrong, they’re in a sentence or something like that. Those ones are kind of easy to dismiss because it’s like, okay, really Like does anyone really going to get that upset about it and is anyone, I’m going to get, you know that flustered. But you may say something inappropriate. Maybe it’s politically or racially insensitive or something and that’s going to put a hot button. Maybe someone just comes up and just wants to trash you for poor customer service or something that they didn’t get when they came to your establishment or or something.

Jenn Herman: That is a legitimate concern in those situations. First and foremost, you need to address them publicly, professionally, apologetically and you need to do it authentically. I don’t think I can say that more clearly to say authentically it can’t be a canned corporate response. It’s like we’re sorry you had that experience. We will look into this further and be in contact with you in 24 hours and not going to happen like that is the worst thing you can do. You want to specifically address their issues, their concerns, what they had to say, and then you take it private by saying, we are incredibly sorry that’s happened. You know that you had this individual specific circumstance. We want to make it better. Please direct message us or email us or call us and give them your contact info for. Obviously, if it’s a public facing business and your phone number’s public, otherwise don’t publicly post your phone number, but put that your email out there, whatever, it doesn’t say contact us and we will make it right because you don’t want that dialogue going back and forth publicly for everyone to be privy to.

Jenn Herman: You want to get it off into a private as fast as possible, but you want to address it publicly so that everybody else who comes to your page and sees that comment knows that you handled it in a professional manner. We don’t delete, we don’t go trolling back, although everybody knows I can do me some fun trolling on the backend on Instagram and it’s amazing at this too. Or you know, people will show up and and say things on Instagram and we just troll them back. Cause at some point you just get tired of it and you’re just like, whatever. I’m done. I just wanna I just want to draw. So I jam second. I got, I got your camera on frozen right now. Yeah. It’s like I just realize I’m totally frozen. Right. Okay. So while we wait on that for once, it’s not me. It’s from one county to another. Come on, you guys. Dennis, Mike. Well, Mike, what about people when you write a blog article and they’re just like, no, you know what I’m just going to unload in your comments constantly. What can you do to prevent trolls from just following your content and just leaving crappy stuff on there already Even just like spamming everything. What can you do

Mike Allton: Yeah, and that’s a really hard one because as a content creator, your first, or at least my first course of action is to want to defend myself and to want to defend my content. One, defend my opinion. And it almost goes to what Jim was just saying about almost being trollish in response, right Put them up, let’s fight. We’re going down. And the problem with that is even though you know you want to do it, it might make you feel better. You might type in some angry response to be like, yeah, I nailed him. Take that troll. They’re not going to did a sit back idly and take whatever you send me. Like, Oh wow, that’s a brilliant point. And Mike, I retract everything that I just said. You don’t ever going to happen and they may have wished they did, but now no, they’re not even gonna do that because what’s happening is they’re just going to come back just as angry, just as pushy, just as bossy. And all you’re doing is flaming, fanning the flames is there is the phrase right or you’re invigorating them. So Jen’s response is, is just as applicable here. You want to respond professionally, you want to respond, um, as non confrontational as possible, generally speaking in try to leave it at that. Try not to create a debate in your comments because if you, if they feel like they’re heard but you’re not getting all fired up, there’s no fun in it for them. Got It. That’ll keep that from getting worse.

Jenn Herman: And then what about you What are your, what are your thoughts on this I apologize. My feet is a little bit choppy here. So work with me or help. Oh, I finally messing with me today. I can hear you. Everything is working audio wise, but I literally live Skype. I came and get it back up on my screen. Like I’ve lost Skype. It’s really entertaining. Okay. Okay. All right. Mean, I swear to Keith. We go. All right, so Steph has been moderating. So Steph, you got to answer some questions too. So you tell us how you handle the trolls.

Stephanie Liu: Okay. I’ve had, I actually had someone that was kind of on a stalker level. It was really crazy. So he would always watch lights, camera live. And then on one of the days where I sent out an email blast, he messaged me back, you guys, and he was like, Hey, give me a call because I want to do some business with you. And I thought that this wasn’t going to be like a new lead prospect. Okay, cool. But it was, it was on a Wednesday and Wednesdays, as you guys know, I don’t work on Wednesdays. I work four days a week. And so he got an out of office message and then all of a sudden I kept getting emails, like call me now, call me now. And I was like, Whoa, who is this person Right So as a female livestream or I was like, ah, I don’t like this. So I blocked him from my page. I took him off of my email list, I tried to search his name and all this other stuff cause I was like, I don’t want this person contacted me. Like that was really freaking and I would love to hear like your advice. Have you ever had a scary situation like that happened to you

Jenn Herman: Um, I don’t think I’ve had anything quite like that. Um, you know, kind of like I alluded to at the beginning of the show and I realized I have no video you guys, so I apologize.

Stephanie Liu: I have to pretend that you are talking as Jen. Yeah,

Jenn Herman: right. You’re just, you’re just gonna. Mike’s bobblehead going kind of like point to mine. You guys. Jen is going to be the voice of God right now. Yes. You will listen to moon. Amanda will mine that Jen’s voice. Okay, let’s, let’s try I those Jen go for it. Right We’re doing this. So one of the things that I’ve had happen a lot of times, it’s what I was like go live on Instagram every other week is I get these randos who just show up and invite themselves on as a guest, like where they like request to join and I’ve never let them on because it’s and I usually end up blocking them. Um, I’ve had people that have showed up on my Instagram lives that start leaving obscene comments, um, and like, like that are now part of the public conversation that everyone is seeing and I’ve, I’ve been able to block them.

Jenn Herman: I’ve had other people block them. Um, so I’ve had those situations. I’ve never had this situation like stuff just said where someone like emailed in that way. Um, but I mean the reality is it’s going to happen. I think it probably happens a little bit more, you know, to the women than to men. I know someone just posted on Facebook the other day that she got asked out via linkedin. And I know a lot of people that have been trolled on linkedin that way where they’ve basically gotten asked out on dates or you know, basically trying to use it as a dating profile instead of a business profile. So these are things that are real and they do happen and I think we need to, you know, be aware of that and be prepared to block, report, delete and all those sorts of things. Okay. I’m cracking up right now cause I feel like as soon as I scratch my face, Mike scratch his face and then someone else gets like really itchy and as someone like suffers from Eczema, you guys are messing with me cause I’m just saying,

Amanda Robinson: oh my God, this must just be like a really, really uncomfortable conversation because all of us are just like, oh well I don’t know. Just just kind of going down this whole topic. I’ve run into similar situations where I’ve had people reach Joe inappropriately, but because of the nature of the clients that I’m working with or the businesses that I’m working with, it wouldn’t be, it’s not smart of me to block that person on the spot. So I’ve had to be very careful at how I, how I navigate that and my, my goto responses to keep everything professional. So it’d be very polite and you know, kill with kindness sort of thing where it’s just tackle it very politely professionally and limit my responses. One of the things I want to ask you to do for yourself and your own feed is that if you look at your phone and like if you’re, if you’re trying to say like, is this appropriate, is this inappropriate

Amanda Robinson: If you look at your phone, if their direct messaging you and if you have one word responses and all of their responses are blocked paragraphs or like really extensive comments and all you’re saying is, you know, I’m saying it, it’s one word, one sentence, one word, nothing much more than that. And they keep coming back to you. That can be, that can get to the point where, you know, most people if you’re being short with them, um, we’ll eventually trail off when they’re not. That’s, that’s sort of my first go to is that shortened my answer. So if you’re getting really short answers from me, I’m either traveling on the road or I’m trying to get you to stop talking to me. If that doesn’t work then I might lose you for a little while. Who has gotten a short text message from Amanda

Amanda Robinson: Damien, if you’re watching, that’s not what I’m trying to do here know. And you don’t even, it’s actually really funny is because in the three 60 marketing squad group, you guys, people will ask questions and sometimes my, my responses are very short. And then Michael Jump in there with like the longest answer. And you could tell that Mike is the first one to wake up because he’s like, Yo, I got energy and I like my face just woke up like this is not happening. So my, my first, my first step is to reduce, reduce communication. And then if that isn’t working, then I start to get more direct with them and say explicitly, I’m uncomfortable with this communication, or I do not want to talk to you would indirect message. I’m happy to carry this conversation on publicly for everyone to see. If that doesn’t work then I will.

Amanda Robinson: I can snooze this person for a while or I will unfollow and or get to the point where I ended up blocking and deleting. But I have been putting it back into a situation on more than one occasion where it’s, it’s someone who professionally I can’t unfollow or block at that point in time either we have projects that we are working on together or have issues and in that way, so it, it can be hard when you’re in a very public space to have to, let’s just be flat on it. It’s very hard when you’re in a very public space to be uncomfortable with someone and not know how to deal with it. And it does. It does happen to us a lot. And Mike, I mean, I’m not saying it doesn’t happen to men as much as women. We all deal with people who make us uncomfortable and it happens all the time. So it, it is tough to navigate

Mike Allton: well and they think you’re 100% right. It does happen more often to women and it’s not just a kind of happens a little bit more than an no. I mean that’s called this out. It happens a ton more to women than it ever does to any man. That’s the unfortunate reality of life today. The one thing that I would interject right here is that it’s really important in these kinds of situations to reach out to your friends, to have that tribe of people, whether it’s personal friends or a professional, like a mastermind group or something. A couple of people that you can reach out to and say, hey, this is happening right now and I need help. I’m not sure if I’m handling it right. I’m not sure if I’m reading this person right. Cause I think that goes into it a lot of the times because if they’re not being overt, then maybe you’re a little concerned about, wow, maybe I’m overreacting. Right Or maybe I’m, I’m not judging what they’re doing correctly and you want to give somebody the benefit of the doubt and you want to be nice and you want to be respectful and professional and all those things. Copy and paste their messages to somebody that you know and trust and say, hey, look at this. Is this the jets or you know, am I crazy or is this person stalking

Amanda Robinson: or whatever. Yeah, I will, I will openly admit that I was too kind. Uh, I, I, I’m too slow to speak up when someone’s making me comfortable and I’m, I’m always giving people the benefit of the doubt. I always talking up to being that polite Canadian. I always told him like, stop being so Canadian, he’s a Canadian and it, and you know what I am learning the hard way. I’m learning the hard way that it does take a, I do need to speak up more and I do need to be more upfront with people when they are making me uncomfortable. And it happens all the time. Like it’s, it’s like a, I don’t want to say a weekly basis, but it’s definitely multiple times a month where people, the more public you are and the more it seems to attract crazy people back at ya.

Mike Allton: All right. It’s the kind of thing that has to be said publicly. So on the question for you, we’re doing this need to be called out. Yeah.

Amanda Robinson: Mike will call you out. The Gentler Raj will come after you and then it is no longer being Canadian polite and this street south side San Diego, so don’t even, okay. Anyway, go mass. Hey TJ. I will and I, I even, so we’ve got a really good question from Alicia and she’s saying, you know what Sometimes we run Facebook ads, right And people are trolling through the comments. What do you do Because you are spending good, hard earned money behind these Facebook ads and someone or even like a competitor wants to hop on there and just take over your ad. What do you do And then we’ve got Amanda Lob to Amanda, Hi Jenna wants to respond. Or

Mike Allton: if she used the competitor who’s happening on the ad, I wasn’t sure what the, the hand raising their cigarette butts

Amanda Robinson: go for a minute. Uh, I use it as an engagement opportunity because when I’m spending money on the ads, any engagement and communication back and forth is helping my engagement and helping my reach, which is so I don’t recommend engaging in conversation with trolls, but that’s the one time where it’s, it’s actually, it’s an opportunity for you to resell what, what is happening there so that other people reading that, uh, it is a very, this is one of those times where you absolutely have to publicly address it. Don’t leave those negative comments sticking around on your, on your paid ads that you are paying money to have circulated around the Internet. So you definitely need to address it. You definitely need to say something about it, but I look at it as a positive situations situation to go, all right, let’s get in there and let’s reinforce the positive message.

Amanda Robinson: Let’s reinforce the amazing things that are happening, that it’s, you have such a short amount of space to be able to promote what you want in your ad, whether it’s the ad copy, the headline, you only have so many little, little, little pieces of real estate to, to say what you need to say regarding the product or the service or the whatever it is that you are trying to attract attention to. But if it’s trouble is engaging with you, it’s giving you another little piece of real estate for you to continue to reinforce that message in a more positive light. So I look at it as an opportunity. It gives me more real estate to keep talking about the product and it gives me an, uh, an engaged in conversation, back and forth opportunity, which helps with the algorithm. So I know that that’s not applicable to every single scenario. But when I’ve had, when I’ve had those troll moments on ads go, right I’m like, yeah. In your face. Okay.

Stephanie Liu: All right. So what do you do Okay, let me, let me tell you something that we do for lights, camera live. Because as a, as a live streamer, I know that in Facebook, under the settings I can go in there and it could put specific keywords that I want to have blocked. Right So if they say something that’s really negative, the p word, all that stuff, I know that it’s not going to show up. But what about if you have a blog What if you’re getting all that stuff Do you just turn off comments completely or what, what else can you

Amanda Robinson: you do Mike and I were very adamantly like, no, no, no, no, no, no,

Mike Allton: no. I, I love having comments and Jenkins speak to this too, but I use a discus. I don’t, I don’t remember what you use, Jen. I think you used discuss as well staff, um, as a commenting system and discuss is great because it has built in filters to help you moderate that kind of stuff automatically. So if someone drops a link in my comments, boom, they’re going into the moderation bikes. If they drop some profanity or any of the kind of a phrase or connection of phrases that sounds, or it looks like spam, it’s not going to get posted. I’ll get an email like I give for every comment and it will say, you know, how’d the comment Right. But it’s already yellowed out because it’s filtered and it’s not displayed and I can just delete it and move on. It’s super easy.

Jenn Herman: And I have mine just set up where every first comment from a new user is always moderated. Um, if I’ve approved their first one and then than anyone they post after that doesn’t go through moderation. Uh, and that’s kind of my way of preventing that. And I have to say, I mean, yes, we all get the kind of like spam comments on the blog where it’s like, oh, this is my favorite blog ever and here’s a solution and here’s my link to my paid program that did it. And I’m like, no, no, no, no. Like those, those end up in the trash bin. Um, but it is, it’s one of those things where I openly like, except healthy dialogue. So if someone disagrees with me and even Mike, you know, can, he knows this and we can tend to write some opinionated pieces. We are not going to just go by the wayside of what is popular opinion.

Jenn Herman: If we believe a certain, you know, behavior to be wrong, we’re going to talk about it in a blog. If we believe that a new feature is good or not good, we’re going to talk about it very realistically and I’m open to healthy debate. If somebody comes in and says, you know, I appreciate your perspective but I like it because, or I don’t like it because, or I disagree because great, let’s have that dialogue in the comments because other people that then come and read that blog posts are going to see that dialogue and we don’t have to end up like on the same page at the end of that kind of debate back and forth. But it’s healthy for other people to see that it’s no longer a one sided opinion. There’s actually healthy dialogue and it takes it away from being that kind of megaphone of here’s my opinion and here’s what I have to say.

Jenn Herman: And it makes it relatable because now people are seeing, you know, my rebuttal and their rebuttal and it’s this back and forth that opens up a dialogue that takes it away from being like, well, here’s just a published post and who knows who wrote it and, and you know what the motive was behind it. Now it really becomes dialogue so, well, we never want the trolls to show up. And we’ve, you know, as bloggers, we’ve had the trolls show up. Um, anything that’s healthy dialogue, I welcome it. Like please share your opinion, agree or disagree, and we can have conversation about it. Always going to benefit the readers.

Mike Allton: Gotcha. That’s what makes it so hard is because that engagement is awesome. It’s additional content, it’s additional perspectives, it’s additional opportunities for other readers to jump in and have that conversation with you around your content. So you, you want that. We crave that in fact because a lot of it’s validating why we’re here, why we’re sharing the content that we are. But it’s a fine line between between that positive engagement and the trollish engagement that can happen when somebody gets a little too opinionated and a little too bossy and pushy with what they want to say. So it’s hard

Jenn Herman: man. So the, the one thing that none of us have really touched on yet are those moments where a troll has left a comment, whether it’s on your blog or on social media and your tribe comes to your rescue. Now I, I’m, I like this, but I also grew just like this too and I to give not a specific example, but just the generalized example of when someone has trolled my page or my content and then I’ve had my friends come just roaring to the rescue like with you pitch fork then all and ready to just tackle the person to tackle the problem. But what they are doing is they are fanning the fire. They are adding fuel to the fire. They are getting the troll more riled up. They are perpetuating more of this activity and it, and it’s like this, this like clashing of this horrible like experiences happening within these nested comments that just like keep going out of control and it just feels like the more you don’t chime in in the morning, don’t say anything.

Jenn Herman: I’m like the worst it’s getting. I’m like, at what point now do I become the moderator Do I become like the, the neutral party going in and saying, okay, Hey, calm down over here, troll and calm down. My friends were good. We all got this. We’re all friends here. But so on one hand it feels really good to have your tribe and your friends come rushing to your rescue, but some people can get really fired up and then it, it just becomes like a battle, like a, like a complete like social media shows. Have you experienced, have any of you have experienced that Yeah, I wouldn’t say, I wouldn’t say we’ve all experienced it. I’ve had, I mean this happens to me on Instagram a lot. Um, I had a troll recently, this was probably a few months back and it was, this was one of the ones where I trolled back and it was actually really fun.

Jenn Herman: Um, but they came out and they said something like, well, I read your blog posts and you were saying all of this stuff about, you know, follower, the follower following to follow your ratios and how if it’s such a disproportionate ratio, then you are a selfish idiot or something, whatever. And they like quoted what I said, they wrote back and like, well, this selfish idiots sounds like me, but the rest of it doesn’t really sound like me. So can you clarify what part of this is where youth And so I sort of trolling them back. Well then my audience jumped in and they were like, Jen’s, this and Jen. And they were like, we went this one on for like a day with this troll. And it was, I loved it. I was, I screenshotted that stuff because I was like, this was actually really entertaining to me.

Jenn Herman: Again, this is my personal brand. I’m okay with that. But yes, to Amanda’s point, sometimes you do have to eventually kind of step in and be like, okay, like you have to kind of play, you know, you know, kind of the, the school yard monitor at this point and put everybody in their corners and do the timeouts and, but as a brand, if you have done things right, your audience will go to bat for you. When somebody trolls you and when it’s done well most of the time, three or four or five of your audience will jump in and be like, actually no, that’s not what this is. You must have had, you know, you’re just a troll. You’re having a bad day, you know, whatever it is, you’re hungry. The troll will just go away at that point. And you don’t even have to do anything. You don’t have to step in and defend your brand because your audience does it for you. And when people come and see that, that makes you look good because you’re not the one defending yourself. You have your audience defending you and that actually can benefit your, you know, your appearance and your brand. But as long as it doesn’t get to that point where yeah, now becomes like a full on war

Amanda Robinson: between people and it’s things are beings you know, kinda thrown against the wall at each other and it’s, you know, there’s blood splatter everywhere. So passing it back and forth. I do have one more piece of advice for those of you, those of us, those of you, and I’m saying this to myself as well who have gone through this. It sucks and it makes you feel horrible. I don’t care how strong of a person you are. I don’t care how confident you are with yourself. It rattles you and it’s not. Nobody likes conflict and it’s not fun to have conflict go down on your feed or related to your business, especially when your revenue is tied to that it, you know that feeling in the pit of your stomach where it just doesn’t feel good. That is normal. That happens to all of us. My best advice is these things happen.

Amanda Robinson: They will happen. The more successful you become, the more they will happen and just work very hard at learning to just shake it off it. It’s like with social media, you know, different platforms have a shelf life. You’ve got like a 12 minute shelf life or an eight minute shelf life of a tweet. Um, on Facebook, maybe a couple hours. It’s on Pinterest, maybe a little bit longer. Um, but everything has a shelf life. Why don’t you just marry up your emotions to the shelf life of that content, deal with it, sit with those emotions, let it happen. But you’re still run through the cycle but shake it off and walk off. They just move on. Just move on from it and don’t let it hold you back as, as the shake it off. Like can we please do that because I am going to make no one minute clip that. Yes, he’s taken a sick. I know. I was like, I’m like, we all need to do,

Stephanie Liu: I think I had my baby Shaq video. I have my shake it off the toe. Jen, I’ve got another surprise for you. Y’All just wait right here. The mining one is just like so brilliant. All right. Okay. So what I’m hearing from you guys is that, okay, yes, I forget about that. So what I hear you guys saying is that yes, social media does open doors for trolls to come in, but you shouldn’t be afraid of it because there’s certain steps that you could go ahead and take to prevent that or how to remedy the situation. Right And I would say like right now we’re coming up on the one hour mark. So if there was one piece of advice that you wanted to leave with the three 60 marketing squad, what would it be And whoever wants to go first,

Amanda Robinson: Mike goes first. We always throw Mike on the bus first.

Mike Allton: The one piece of advice, and this is very common, but I, I tell myself this all the time, don’t respond right away. Give yourself a chance to breathe. It doesn’t have to be an hour or 24 hours. Particularly if your brand, you don’t want something that’s negative that’s happened to go unresponded to too long. But too often we see brands, businesses, individuals try to respond immediately. They want to get in there and they wanna try to put out that fire and they do it wrong. The three classic examples today, our apologies from big brands like United that just fall flat. They’re not apologies, and then they have to come back four hours later with a real apology because everybody else called him out on their non-apology. That’s not what she wanted to have happen. Take a moment, take a breath, calm down. It’s an advice. Have a cup of chocolate, whatever you need and create the right response for your brand.

Amanda Robinson: Love it. All right. Who wants to go next Go for what Amanda does. Circling back around to two factor authentication. Cover yourself. Be Safe out there and make sure that you have two factor authentication on your email to start and all of your subsequent social media accounts to follow. That’s it. I’m going to have you answer that one more time because your Internet,

Jenn Herman: I’m like wait, it got so er, er, er, er, er.

Amanda Robinson: All right, here we go. Last last time. Two factor authentication. Then starting with your email address, your email accounts, and then going into every social media channel that you have access to that is capable of two factor authentication. Just go and turn it on. Just do it. Be Safe.

Jenn Herman: All right, so my tip is loyalty. Um, the, don’t worry about the numbers of followers you have. Instead worry about building a loyal following. So whether you have a hundred followers, 10,000 followers, or 100,000 followers, if you’ve built that loyal audience, the trolls don’t stand a chance. They’re going to come for you and your audience is going to have your back. They’re going to stand out. It’s going to be hard for them to come after you. That’s why like to Mike’s example with United or these big brands, they get the trolls because everybody wants to troll them because we all feel the same way as the trolls. Like we’ve all been scorned by those big companies. So it’s easy for the trolls to come out of the woodwork. You don’t see companies like Zappos and these like, you know, hugely valuable companies getting trolled because everybody loves them. And if a patrol shows up, they are shut down before the company even has a chance to respond. So focus on building your loyal, devoted audience regardless of size and the trolls will be minimized as a result.

Amanda Robinson: Got It.

Stephanie Liu: All right. So my piece of advice for any of you that are live stream is I know that going live on camera can also be very scary and you might be afraid of comments or negative feedback on Facebook. You could go ahead and jump into your blocked keywords. Just go to the settings black, he writes and put certain keywords that you don’t want to show up in there. And it helps out a lot. So thank you guys so much. This has been absolutely amazing. This is the whole entire three 60 marketing squad and yeah,

Jenn Herman: what the Hell is the three marketing squad like Alton

Amanda Robinson: No, I think it’s Jens. Oh, Jens

Jenn Herman: Oh, it’s my turn. Okay. Three 60 marketing. So I feel like I’ve been doing like a lot of talking. I feel like this shouldn’t be somebody else, but I’ll take it. Um, so three 60 marketing squad is the four of us. We are your 360 degrees of marketing solution you have for experts covering all the different areas and avenues of social media to make sure that you get all the marketing support that you need for your business. We have level one going on right now. It is a Facebook group and it is whopping super amazing. Five bucks a month. People that is at five bucks a month, you sign up, you get the four of us. We do live trainings in the group. You get resources, you get downloads, you can ask questions. Everybody in the group is super helpful so you can learn from everybody else as well as have your own questions answered and it’s five bucks a month people. That’s like a coffee a month. That’s all you got to give up. Don’t give up coffee. Maybe give up a Taco or something. Okay,

Speaker 7: you can find something. I said it’s okay.

Jenn Herman: Inside joke between me and Amanda was the Taco joke, but I’m like, I know you guys love your coffees, but you know, there’s whatever. We can all find five bucks a month. Join the group. People are loving the group. We’re getting so many people that are messaging us. You know, they’re asking one question, 10 questions, and they’re like, oh my gosh, if I already got my money’s worth, and it’s, they’ve been in the group for like a day, so you can totally afford five bucks a month. Come hang out with us. We’re here to help you. We want to see you guys all. I’ll be successful with your marketing. So come hell three 60 marketing to sign up and register. All right, you guys, Mike Drunk, I think. Thanks a lot. Thanks everyone.

Speaker 7: I look back that one up. Take away her coffee. I’m sorry for the Tacos. Hashtag food funnel okay by you guys. Hi everyone.