Drawing a line between criticism and abuse

Should sportsmen and teams put up with abuse on social media - and where do you draw the line?

Pic: Gerd Altmann via Pixabay

We’ve all seens posts  on Twitter and Facebook after a match which slate everyone and everything.

This week Greenock Morton FC blocked fans who crossed that line with personal attacks on players, their families and club employees.

The club took to Twitter to warn  fans about their conduct - a move which sparked the usual diatribe in response.

It said it would block any accounts which were deemed “not in the  best interests of them club” or “in the spirit of constructive challenge and support.”

Dave McKinnon CEO, said: "Whilst banter and opinion are what makes this game we all love such a major part of our lives, online personal attacks have no place in society or indeed our social media platforms."

And he is right.

While social media can be a positive place where you meet like minded communities and enjoy great debate,  it has a very dark underbelly which has destroyed reputations, cost people their jobs, fostered myths and fake news, and done little to aid the mental health of many who use it.

Trying to halt that  endless slurry is a bit like trying to stop the tide from coming in.

Social media is an echo chamber where people howl long into the night. 

Pic: Gerd Altmann via Pixabay

Their tone can be harsh and fiercely judgemental and the posts also create a polarised debate where if you are not with someone, you are automatically against it. Real life tends to have a huge grey patch in the middle where most of us reside.

Flyers’ social media channels have  almost drowned in criticism this season.

Every week brings forth a new issue or complaint. 

If it isn’t the team, it’s the coaches. If it isn’t the coaches it’s the directors. If it isn’t the directors, it’s security. If it isn’t security it’s the PR/The Press. If it isn’t the media, it’s the away fans …

On and on, round and round it goes, all underpinned with a screaming message that #SOMETHING MUST BE DONE in big block capital letters.

Imagine someone moving into town, hearing about Flyers for the very first time and going on line to find out more about taking in a game.  What on earth would they make of it?

Flyers, like Morton, would find it hard to stop the flow of  criticism, and, indeed, they shouldn’t - the rich tapestry of opinions can be hugely insightful - but that doesn’t mean it shouldn’t manage its own social media platforms.

Blocking can be seen as an inflammatory move to many social media users - one which simply sees the ditch dug even deeper so they can get comfy in their entrenched positions.

Muting is perhaps the best alternative.

That removes the abuse from your timeline, while the person firing off tweets can carry on unaware no-one is listening any more. That also then leaves you with the sanction of blocking and, ultimately, reporting them.

The other issue with blocking is ensuring you have a very clear understanding of the difference between criticism - however strongly expressed - and abuse before pressing the button. Simply handing someone the passwords and letting them make the call is a bad move.

Your own tone is also crucial. Scheduled tweets with basic info are fine, but your social media platforms need to have a human voice; something people can relate to. Make that connection and some of the sharp edges might just be toned down a notch or two.

And challenge those who post factually inaccurate info before it is retweeted and half a story becomes the gospel truth.

That engagement - consistent, open and positive - is key to changing the content of your Respond to people, start up debates and discussions,  post regularly and in a style that remains constant.

I wish Morton well with their new policy. The fact the CEO has issued a “come and talk face to face” message is the best part of it - but I  doubt if anyone will take it up. Those who shout loudest on

social media generally have an aversion to speaking face to face. 

But perhaps the role model for  sports teams, including Flyers, in how to deal with disgruntled fans (customers) is … Scotrail.

Every minute of every hour of every day their Twitter feed is awash with complaints of cancelled services and cancellations, but the team which monitors it also replies to pretty much every message in a calm, professional manner.

They can’t magic up a train, no more than Fife’s social media team and go sign new players or change the lines, but they can  acknowledge and respond in a professional, unemotive way.

And, if they are confident enough and know how social media works,a little bit of humour is also a good weapon to deploy when it comes to spiking someone’s bubble of fury and froth online…