It might not have happened yet, but once it will come: Someone will try to force a negative discussion. How to prepare for it and what to do about it?
- Rules for posting. This is a good way to avoid many problems. You can use an online app which will be visible on the page or publish the policy in the company profile information including rules for publishing posts. Clearly define what is unacceptable, and that you reserve the right to block any such contributions or delete them.
- Using the "Manage Permissions" form can be a filter for posts in case of a crisis. Well ahead, you can define terms that usually means unwanted behavior and you do not want such displayed on your page. But be careful not to exclude commonly used words such as "hate," because that in itself does not necessarily mean a problem.
- Choose carefully which posts to like. It is often advisable to just let flow any negative discussion. If you want to like some comments, they should have a generally supportive character to the company and should not directly relate to the cause of the negative discussion. You should not mark more than 10 to 15% of comments.
- Be careful what you delete, hide or block. You cannot delete something just because you do not like it. Lots of discussions should be just left to flow, so make sure you stay in control of your feelings. If it concerns you personally, ask someone else to monitor it. On the other hand, you can instantly hide posts that are against the posting rules as defined above. Blocking is useful for those who are trying to disturb the page persistently and repeatedly.
- Let people vent. It's hard to follow criticism of you company, but be patient. People need to get it off themselves. If you have a solid fan base, the discussion will usually end spontaneously due to support of your loyal fans.
Whatever you do, it is not appropriate to engage in similar discussions online. In your posting rules, you can invite people to contact you offline, where the discussion can continue. Answer questions on your Facebook page, but do not get caught in arguing.
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