You may have heard the news this week that Facebook is getting ready to unveil a “dislike” button. While the majority of users gave the news a big thumbs up – people have been clamoring for a dislike button on Facebook for almost as long as Facebook has been around – brands were less enthused. Now they have to worry about a deluge of dislikes? Should they dislike the dislike button?
First and foremost: The dislike button isn’t really a dislike button. As Facebook CEO Mark Zuckerberg explained in announcing the feature, it’s more of an empathy/sympathy button. There are experiences/news/events people share on FB – the death of a loved one, loss of a job, injured child, etc. – where users want to commiserate, but the like button doesn’t seem appropriate. Now, users can share a frowny-face emoji or click a thumbs-down button, for example, for a “sad” post.
The ultimate goal, from Facebook’s perspective, is to give users more opportunities to interact with each other in more ways. Its goal is not to make it easier for users to trash or disparage brands – it’s those brands advertising on the site, after all, that keep FB in business. Does this mean brands shouldn’t be prepared for the button – should it come to full fruition – to be used in ways other than FB intends? Of course not. Conversely, does it mean brand pages will be overrun with dislikes on each post? Most likely not.
Remember: If someone wants to voice their displeasure with your brand, it’s already very easy for them to do so. They can leave a negative comment on any post. They can create a negative post on your page. They can publish a negative post on their own profile. They can like someone else’s negative comment or post. They’ve always had the means; this new feature – if it comes to be – would be just another way for them to voice criticism or complaint.
On the other hand, it can also be a way for brands to be more empathic, more personable, more human. It makes it easier to interact with their audience on a personal level, in turn strengthening their connection on an emotional level.
So is the dislike button adversarial Armageddon for brands? Almost certainly not. Is it something brands should be aware of and prepare for? It wouldn’t hurt. Can it be another opportunity to connect with your core audience in a meaningful way? Absolutely. And that, ultimately, deserves a big thumbs-up.