Now that I'm working in the world of social media monitoring I hear and read a lot of stuff about sentiment. Mainly the talk is about negative sentiment. "We don't want people to say bad things about us", "What should I do if people are saying bad things about us?", "Here's how to deal with negative people", etc.

Now that everyone can have a voice on the internet they can also say whatever they want about whatever they want. Companies seem to have two main problems with this; a) they don't want people to say bad things in places where the entire world can see, and b) they're not sure what to do when people say something negative about them.

There's nothing you or anyone can do about the first one. People are going to speak bad about things all the time whether you're there or not, so you might as well be there. Get over that fear.

The second problem is going to have millions of answers for millions of different scenarios. The one thing that I will recommend you always do though is listen to what they're saying. Even if you're not going to respond, listen. The people who speak bad about you are your best critics in terms of constructive criticism.

Sometimes these people are just venting frustration about things, but sometimes these people are complaining because they think you're doing something wrong. Chances are if one person thinks it others do as well. If you listen to what these people are saying you're doing wrong, you have a basis to work off of on how to fix what you're doing.

When people tell you that you're doing something wrong it means that while they have something negative to say now, they're still paying attention to you. These people are part of your public, and social media in a corporate sense is about bringing together your public with your company. These people are paying attention to you but telling you they think you're doing something wrong. That means there's a good chance they want to pay attention to you and like what you're doing. By listening to these people you're getting insight into how to best reach your public in a positive way.

Some companies go for the quick fix. A quick response online apologizing and trying to make amends with a single person at a time. But, not everyone is always going to speak up. Like I said earlier, if one person has criticism of your company, chances are others are feeling the same way. Rather than respond to the ones that speak up one by one, listen to what they're saying and take it in to account when doing your next phase of planning. Don't buy people off, make them really like you by listening to what they say and take it into account.

Haters are always going to hate. People are always going to complain about something. You're not going to be able to change in response to every piece of criticism, but you are getting free input from the people that should matter to you.

Haters are gonna hate, but you should learn to embrace their hatred.

I wanted to have this post up last week, but a few discussions around the topic with some people made me want to go back and reformulate it a bit.

The idea for this post started because of my last post. I was feeling kind of proud about it. I thought it was one of the more intellectual posts that I've written here. But then, no one really said anything about it. More than that, no one was commenting on it. Not that I want you to think I'm begging for comments, but something about it made me think people would have something to say about it, agreeing or disagreeing.

I mentioned something about it, which sparked a little conversation between me and some people on twitter.

A friend of mine (@joncrowley) says that sometimes when people don't comment it's because you succeeded at getting your point across well. No one has anything to add or disagree with in the post. This could be very true, but even so, perhaps that is something they could have said.

This reminded me of a blog post by another Toronto social media blogger, Dave Fleet, who wrote that Commenting Makes You Sexy. In his post he says that he enjoys getting comments of any sort on his blog because it gives him a chance to interact with and get to know his readers. He gets to know if they like what he writes, if they have something to add or if they disagree with what he has to say.

This is what every blogger should want. Feedback from your audience. That way you get to know what your audience likes that you write about and what they don't. With this information you can then write better for your audience. Seeing your posts get so many clicks is one way bloggers can know if their material is being well received, but it's not the the feed back of the actual words.

On the topic of click numbers, a former teacher and current friend of mine, Karen Snider, said that comments aren't the only measurement for blogs, and she's absolutely right. There all sorts of different types of measurement.

This topic also came up in Danny Brown's blog last week, The Metrics of Social Media. In the post he listed some ways in which companies can start measuring the success of their social media campaigns. Some examples I first picked out were things like "likes on facebook" or "views on youtube", and how these numbers also related to sales. Down in the comments though, began a great discussion of what ROI in social media means and how different measurements mean different things for different campaigns. I brought up the topic of public sentiment and we discussed how both a mix of sentiment and other numbers can be put together to find success (or to find out what doesn't work).

Again this is true. Especially when we're dealing with companies who are ultimately trying to turn their social media efforts into actual sales. The more numbers they have to look at, the more they can find out what their public really responds to and constantly improve to reach them better. These are the number they can gather both through analyzing sentiment and other web analytics.

In the end I came to the conclusion that comments can mean different things to different people. But they seem to come around to the same thing; gathering sentiment. Both companies and bloggers like to know what their publics think of what they are doing. This way they can both better get to know and improve for their audiences.

While comments are not everything, they are helpful and always good to see.

Any comments?