Wednesday, October 31, 2012
No one likes to be criticized, but should brands ever delete negative posts on Facebook? Each brand should establish their own guidelines and rules, but generally speaking, its best to leave it on the wall.
As marketers and social media managers, it is our job to inspire productive conversation, which means its likely you could receive a few negative posts. Oftentimes, you'll find that if you are nurturing your fan base, your customers will come to your aid and respond on the brand's behalf.
But when should you delete posts? There are a few rare cases when deleting posts could be beneficial to your brand:
People and brands alike shouldn't have to put up with offensive language, and its always ok to delete it. Your audience will appreciate it.
It is pretty obvious when a "brand agent" has been hired to post link backs to sites and other forms of self-promotion. Those are easy to spot and should be deleted.
If you have a fan that is harassing you or your other fans and continue to annoy the community, its generally ok to delete their posts and band the fan all together. However, banning should be a last resort and only used when completely necessary
BOTTOM LINE: Inspire conversation! If someone is being negative, always take the conversation offline and try to help as much as possible.
To learn more about managing your Facebook Wall, download the SocialEngage datasheet.