The document discusses managing negativity on Facebook pages. It notes that while Facebook pages allow direct communication with customers, this can also lead to negative posts like bad experiences, spam, or copyright issues. It recommends creating a detailed posting policy and controlling content through pre-moderating, moderating the wall and page, and removing problematic users. Specific tips for managing negativity include promptly and publicly responding to negative posts while keeping replies concise and the situation under control.

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FACEBOOK – Managing Negativity
FT13476 Shubham Agarwal
www.rebeccaharrietedwin.info
FT13264 Rebecca Harriet Edwin
rebecca@rebeccaharrietedwin.info
www.amitkumaraggarwal.com
FT13104 Amit Kumar Aggarwal
amit@amitkumaraggarwal.com
www.ashutoshnaik.com
FT13211 Ashutosh Hitesh Naik
ashutosh@ashutoshnaik.com
FT13379 Proprietary and Confidential
Company Sudeshna Banerjee
This
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2. 2
Overview
• Negativity & Facebook
• Controlling Content on FB Page
• Managing Negativity
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3. 3
Negativity & Facebook
• FB Pages can be an excellent way to
communicate directly with customer
• But this two-way conversation, may lead to
negativity in the form of –
– Bad Experiences
– Spam/Obscene Posts
– Copyright Issues
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4. 4
Controlling Content – Preventive Steps
• Posting policy which outlines -
– Who is allowed to post
– Who can post as the company
– What people can post
– Who manages the forum
– What your fans are allowed to post
– What happens when you get an inflammatory post
– How do you handle critical posts
– How do you triage and handle posts that create issues
– Branding guidelines
– Examples of suggested post strategies
– Case studies of what has worked for your company
historically
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5. 5
Controlling Content
• Pre-moderating • Moderating Content
posts on FB Page on the Wall
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6. 6
Controlling Content
• Removing users • Moderating Content
from the page from another FB
page
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7. 7
Managing Negativity
1. First and foremost, create a policy clearly
outlining the 'rules' around commenting on
your Page, and ensure users know about it.
2. Keep your cool. Don't lash out at negative
posts.
3. Reply publicly. Show you are in control of
the situation by publicly responding.
4. Keep replies concise. Get your point across
without creating paragraphs.
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8. 8
Managing Negativity
5. Reply promptly. Often silence is taken as
avoidance.
6. Reply privately. Some commenter are there
to make trouble, and some don't know when
to stop.
7. Monitor the developing thread and keep in
touch with the customer until they are
satisfied with the outcome.
8. Ditch the trolls.. or not. It's not hard to spot a
spammer or a troll, but do you delete them
or humour them?
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