Hi Payton - I work for Let’s Win Pancreatic Cancer - a nonprofit and have been in medical social media for over seven years now. I am also on the steering committee for World Pancreatic Cancer Day, work pro-bono with the Elvin Howard Sr., Pancreatic Cancer Foundation, and have worked for Lustgarten Foundation - the largest private funder of pancreatic cancer research - when they need assistance or between members on their team.
I work to break down barriers between patients, doctors, and researchers so that everyone diagnosed with pancreatic cancer has easy access to the latest information about the best treatment options with easy-to-understand, actionable information through Let’s Win. Which is all medically validated.
I’m happy to share my thoughts and what we do for things like this:
How should we be responding to comments/questions?
No medical advice, ever. I know you know that, but if you have a medically validated source, direct them to it. This allows them to do their own research with from a trusted source and does not open you up to problems with your responses.
Do we respond to only the not so nice comments?
Most of the time my response will be “No.” The only caveat is if you can respond to something that needs attention from someone on your team that needs to go offline (complaints about care received, etc.) or if you can direct them to a validated source from your organization (on a webpage) that will answer their complaints.
They are going to happen, but you’re performing an act of customer service by handling them in the best way possible that will make your organization look good.
Do we let negative comments whittle away and pay them no attention?
No. Hide them or delete them.