Dr. Ezekiel Mutua, the CEO of the Kenya Film Classification Board, made some mean remarks about a post he’d made earlier castigating someone who’d challenged him on his social media platform. His remarks are as below:

When one concerned person questioned his behavior, he apologized for his tough response to the person, saying he was only human and also makes mistakes. He added that he had not only blocked the offending person, but also reported him to Facebook as a spammer.

He again blocked the person who had questioned him. So what angered Dr. Mutua so much about this fellow who only tried to teach him on how to handle feedback?

Tips for leaders who choose to engage the public on social media

1. Acknowledge the haters

You can’t please everyone. And especially not on social media. Being a leader starts with acknowledging that you will never please everyone. It is particularly true if you are trying to enforce pretty unpopular laws, like the KFCB is doing.

Nobody understands this better than Safaricom CEO Bob Collymore, who receives a lot of feedback, some of it scathing. He emerges the bigger man by acknowledging the feedback, choosing which battles to fight and responding with wit.

Responding to critics by blocking them only shows your lack of tolerance. It may be your personal wall, as Dr. Mutua reminds everyone who challenges him, but by posting anything on social media you have opened up floodgates for comments. It’s like standing on a dais to speak, and throwing out of your audience, the people who do not agree with what you are saying. Does a pastor only preach to the converted?

You cannot gloat about receiving a diplomatic passport, without inviting comments from the thousands of people who have faced the humiliation of begging for ordinary visas, having to provide close to their late great great grandmother’s blood only to receive rejections. The fact that one is a public official, whose salary is paid by public taxes, by virtue of which position they receive the diplomatic preference, calls for even more humility when dealing with the said public.

Blocking dissenting people removes the social out of social media. Dr. Mutua may need to follow Chis Kirubi, Caroline Mutoko and Julie Gichuru and see how they respond to critics.

2. Do not react in anger

Even if Dr. Mutua apologizes for his angry reaction on social media, it will not undo the damage to his brand. The fact remains that he did call someone a “bloody fool”.

People will always try to bait you on social media, and are happy when they pull you into the mud. Choose your battles wisely. Breathe deeply and count to 100 before you react.

In this era of screenshots, and fingers faster than the delete button, you have to think twice before pressing the reply button. Especially if you are a public official who has earned the tag “moral policeman”.

3. Watch your language

Nothing irks people like a senior public official, one with the initials Dr. before him and MBS after him to not know the difference between ‘right’ and ‘write’. Bad grammar throws your credibility away. Bad grammar, used angrily, further dents your image.