Manage negative comments constructively

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In general, social media is a positive, informative and enjoyable forum for business people and their customers.  But because some people are prone to be negative for a host reasons, we must deal with whatever comments emanate from fingertips we cannot see.  The six pointers, and additional tips, above are very good.  Besides keeping our cool and reading the message carefully, I like the idea of taking a screen shot.  At the end of the day, however, you as a business person must clarify what it is you're trying to get out of social media and what your protocol and values are on commentary.  Then, it's about deciding accordingly, and reviewing, perhaps modifying, your decisions over time.