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Hi everyone!

I\u2019ve been managing the social accounts of different brands for the last decade, and I\u2019m coming across a situation I\u2019ve never encountered before.

TL;DR: our company was merged with another, completely changing our product roadmap, much to the disdain of current users (who the product is no longer geared towards). It has resulted in quite the backlash onto our social channels. Every post is met with comments about how awful our product is, how we don\u2019t listen to the customer base, etc.

What are some successful community management tactics you\u2019ve employed when company changes disrupt the community?<\/p>","url":"\/content-creation-67\/how-to-manage-a-toxic-social-community-818?postid=2377#post2377","creationDate":"2022-11-15T17:33:45+0000","relativeCreationDate":"6 months ago"},"isTopicUnread":true,"privateId":154,"id":818,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":67,"isIdeation":false,"url":"\/content-creation-67","title":"Content Creation","description":"Discover best practice and advice for how to create content for your website, blog or social media accounts using the latest strategies and tips from the community."},"url":"\/content-creation-67\/how-to-manage-a-toxic-social-community-818","title":"How to manage a toxic social community","lastPost":{"id":2391,"author":{"id":3648,"url":"\/members\/kyle-skinner-3648","name":"kyle.skinner","avatar":"","userTitle":"Frequent User","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"avatarIcon":"6574757e-fd68-4284-b712-b98e6d447fbc_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/sproutsocial-en\/attachment\/6574757e-fd68-4284-b712-b98e6d447fbc_thumb.png","name":"Frequent User"},"userLevel":0},"content":"

This is all such great insight and suggestions, thank you so much, Rachael!

And yes, we\u2019re attempting to reach a new audience so we understand that the original followership may not be too hot on changes, but they are relentless in letting us know. I try to explain to our internal team that this is a storm we\u2019ll have to wade until the new audience we\u2019re after begins following, but I think that finding content that puts us on the offense. Going to check out the transition comms resource.

Thanks again!\u00a0<\/p>","url":"\/content-creation-67\/how-to-manage-a-toxic-social-community-818?postid=2391#post2391","creationDate":"2022-11-17T22:30:44+0000","relativeCreationDate":"6 months ago"},"lastReply":{"id":2391,"author":{"id":3648,"url":"\/members\/kyle-skinner-3648","name":"kyle.skinner","avatar":"","userTitle":"Frequent User","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"avatarIcon":"6574757e-fd68-4284-b712-b98e6d447fbc_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/sproutsocial-en\/attachment\/6574757e-fd68-4284-b712-b98e6d447fbc_thumb.png","name":"Frequent User"},"userLevel":0},"content":"

This is all such great insight and suggestions, thank you so much, Rachael!

And yes, we\u2019re attempting to reach a new audience so we understand that the original followership may not be too hot on changes, but they are relentless in letting us know. I try to explain to our internal team that this is a storm we\u2019ll have to wade until the new audience we\u2019re after begins following, but I think that finding content that puts us on the offense. Going to check out the transition comms resource.

Thanks again!\u00a0<\/p>","url":"\/content-creation-67\/how-to-manage-a-toxic-social-community-818?postid=2391#post2391","creationDate":"2022-11-17T22:30:44+0000","relativeCreationDate":"6 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":3,"relevantPost":{"id":2377,"author":{"id":3648,"url":"\/members\/kyle-skinner-3648","name":"kyle.skinner","avatar":"","userTitle":"Frequent User","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"avatarIcon":"6574757e-fd68-4284-b712-b98e6d447fbc_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/sproutsocial-en\/attachment\/6574757e-fd68-4284-b712-b98e6d447fbc_thumb.png","name":"Frequent User"},"userLevel":0},"content":"

Hi everyone!

I\u2019ve been managing the social accounts of different brands for the last decade, and I\u2019m coming across a situation I\u2019ve never encountered before.

TL;DR: our company was merged with another, completely changing our product roadmap, much to the disdain of current users (who the product is no longer geared towards). It has resulted in quite the backlash onto our social channels. Every post is met with comments about how awful our product is, how we don\u2019t listen to the customer base, etc.

What are some successful community management tactics you\u2019ve employed when company changes disrupt the community?<\/p>","url":"\/content-creation-67\/how-to-manage-a-toxic-social-community-818?postid=2377#post2377","creationDate":"2022-11-15T17:33:45+0000","relativeCreationDate":"6 months ago"},"numberOfViews":97,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/advice-best-practices-66","categoryId":66,"title":"Advice & Best Practices","metaRobots":"index, follow","type":0},"lastPostId":"2391"},"isActivityPage":true,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/sproutsocial-en\/attachment\/","isGuest":true,"csrfToken":"bcbf983dbdf5e0cb372b2d1854e576060d6d6d4e","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">