Social Media comments have consequences...

Drama, Drama, Drama!  

In The last 24 hours author Chelsea Cain has made some comments that has fans, readers and authors stirring with emotion and no matter how it is spun, most of them are quite negative.

We all have bad days, weeks, etc but one thing we should always keep in mind, DO NOT snap at everyone else around you.  Well it would seem that Chelsea either disagrees, does not care or has yet to learn this lesson.  Last night her fans were privileged to this comment:

This was a generic comment made on Facebook.   It sent everyone into all sorts of tirades.  Most are very upset with the author.  Especially when this first commenter mentions how readers pay the author her wages and the authors replies saying they don't and how she doesn't have to reply.  A couple hours she creates another post to illiterate:

 

This gets everyone going more so with the not caring comment and how no one is seeing these questions that are "time-wasting."  Especially when on here goodreads profile she invites questions withthe Q/A progra, stating:  “Are you locked in the trunk of a car? I can tell you how to escape. I can also answer questions about my books, parallel parking, and how to perform a home tracheotomy. ”-Chelsea Cain

Now I would like to interject my opinions. 

First off and foremost Chelsea Cain's approach is most unproffessional.   While writing can be a passion, if you make money from it it is primarily a JOB.  And jobs are not always fun or pleasant.  But there is a cardinal rule when you work.  DO NOT INSULT your customers.  Those who buy or potentially may buy her books are customers.  An author, whether they like it or not, work a type of customer service.  You do not walk into your place of business and say things like this.  You don't answer a business phone or customer question in this mannor.  EVER.  Bad Form!

What you can do: 

Option 1: Answer the questions anyway.  I get asked questions all the time that I should not have to answer.  I have been asked here on this blog what an ebook, what an ARC is, what is Goodreads, etc.  At work I get asked store hours, return policies, and more.  I have had complete strangers pull up next to my car asking directions.  People ask questions all the time that are not our responsibility or the answers can be found elsewhere.  Answering is being polite.  And can win you a friendship, customer or in Chelsea's case, a fan.

Option 2:  Ignore the question.  I know authors get asked a plethora of questions all the time.  So getting basic questions, repeat questions, etc can get one to a weary state with it all.  No fan should be expecting every question to always be answered.  So just say nothing.  Let the question go.

Example to both of these.  Authors, publishers or tour hosts contact me about reviewing a book.  They say they found my blog and thought the book would be a good fit but it is obvious they did not read my review policy.  Yes it is frustrating.  But I can tell you know it happens a lot.  Now I either email back, politely pointing out my policy and explaining my decline or for ebooks  mention a print copy alternative if they prefer or just letting them know I can't make their deadline request for the review.   Or I can simply ignore the email. What I don't to is go off about them asking for things they shouldn't.  All that will get me is a bad rep and less review opportunities.

The same rules apply to authors.  Fans love to see their questions answered!  But most will understand if you don't.  We get that authors have a lot on their plate.  Many have another job, families, and other questions being shot at them from all angles.  Most of us get that.  And those that don't aren't worth the energy.

Option 3:  Hire someone to help manage media sites.  Or ask a friend or trusted fan.  If an author asked me to help with their facebook page, I would take it as a high honor!  Just set parameters for the types of questions they can answer (facts like titles, release dates, official sites, etc) and that frees you up to answer the more engaging, personal questions (your life, book insight, etc). 

Option 4:  Copy/Paste answers, FAQ links, etc.  Quickly send a link to these questions as the answer.  If someone wants to know a the chronology order, have a quick link ready to send them.  Help them out.  Yes it takes a few seconds and yes they could just look it up.  But this saves them time  and makes them happy for the interaction.   Some questions may seem simple to you but the answer may be tougher for some.  Such as the chronology/book order example since it was mentioned by Chelsea.  I was trying to read a series a couple years ago that had multiple books.  There are 3 sites online that all claimed to be the "official" site.  Each put the books in a different order.  Goodreads lists them in yet another order, Amazon in something different as well.  No two sites agreed on the reading order!  So fans can get confused.  Not saying that is the case but we don't know.  Maybe they aren't very research savvy.  A quick hand to a link verified by the author themselves would go a long ways with me!

Option 5:  If you don't want all the questions, don't invite them!  While many questions are well-thought, others are sure to be pointless.  Deal with it!  Some of the 'questions' fans ask you aren't questions at all.  Just praise.  Yet those are okay?  PLEASE be more clear with the fans.

So there you have some ideas of how better this could have gone.  Then we get the fans, non-fans and former fans going at each other!!  Yikes.  Some fans are even threatening others in Chelsea's defense.  DRAMA DRAMA, BAD DRAMA!  Now the people are divided. 

Then I notice people commenting about the author complaining and blaming fans for not making the NYT bestsellers list.  So I search and find this post:

Well it isn't blaming the fans but it is a cry for attention.  Not everyone can make the bestseller's list!  Sorry you didn't move on.  Complaining on a Facebook page probably not the best idea.  People can easily get the wrong impression.  Complain to your spouse, friends, family, publisher.  Not your fans that buy the books.  Now we have people wondering if she'll drop the series.... and after the most recent posts and loss of fans it will have her chances of future NYT lists just went down further.  BRAVO!  

This is cause and effect.  This is why we need to watch our behaviors.  Things do not always go the way we want.  For me, life has taught that the opposite is often true.  While many fans will stick to to Chelsea, many have left and/or likely will.  Potential fans have been lost. 

For me, her books do sound interesting.  I am now torn if I will ever read them.  Just like with movies, I rarely let a person's personal behavior effect the work potential they have.  An actor may be a crappy person in real life, but if their acting is good I will still see the movie.  Same with a book.  I don't want to miss out on a good story just because the author is something else but I hate the idea of encouraging bad behaviour.
Yet there is a catch for me at the least.  I won't buy it.  I will not buy a person's book who complains about NYT lists to fans, then complains to fans about questions she has chosen to accept.  Why should I help them make money?  So if I ever read her works, either she will have to turn over a new leaf and show a certain level of respect to her fans and consumers or I will go the the library or borrow it.  But I will not spend money to support one who thinks so little of her fans.

Again I understand bad times in life, I know an author is just human.  So are the fans.  Their interest and purchases DO effect the money you make and future fan bases.  Keeping them happy is often a good thing.  While no one is perfect, learning to bite your tongue can be a valuable lesson.  

So what do you think.  Do you agree/disagree with what I say here?  How does this leave you feeling about the author?  Please feel free to express yourselves but no threats. Debates and differing opinions are welcome and encouraged but keep it courteous and clean please.  Be respectful to my blog and each other in any comments below.