For example, imagine someone who wants to cancel a subscription, while this is not contractually possible. Or someone who is simply really dissatisfied. He gives a negative nudge on Twitter and an entire team is busy with it for two days. His (recurring) negative posts remain on Facebook, often without a response from an administrator or with a response that actually fuels the discussion. You see it every day with, for example, carriers and telecom companies.
Community manager at the mercy of visitors' whims
These are not the most pleasant conversations (unless you can turn them around), but these types of customer reactions are certainly not messages to delete. However, as an administrator, you can only go along with this to a certain extent. The fact that social media has made communication accessible does not mean that an administrator should be the plaything of the whims of visitors.
Therefore, the credo is: clearly indicate to the public how something is and take the conversation with the person in question offline as soon as possible. When the conversation remains relevant and respectful, it is a matter of managing, but not deleting. Of course, that does not apply to all posts.
What do you remove?
community managersThere are also people who really pollute a page or account with foul language, disrespectful behavior, advertising, discrimination or other types of unwanted behavior. Just like in a 'real' community, the rules for community management apply here.
That may make sense for an organization or brand with multiple channels, but saudi arabia mobile phone number list if you are only concerned with managing Facebook or Twitter, perhaps less so. As a community manager on Facebook, you can simply remove outright pollution on Twitter. However, make sure you have clear community guidelines within your Facebook page or Twitter account, which you can refer to and always fall back on. That way, you can always act according to your own guidelines.
The rules of thumb for enforcing a community policy:
Create a brand-specific 'code of conduct' for the various social media channels you manage. Don't just mention what is and isn't allowed, but also what someone can expect on a channel and put these rules in a clear place on the (corporate) website.
Link to that 'code of conduct' in the description, bio or elsewhere on your social channels.
If possible, welcome people when they become fans of your Facebook page and tell them what the page is about, what they can expect, and provide a link to the 'code of conduct'.
Be consistent and clear in leaving or removing messages. For example, Nujij.nl announced very clearly that all disrespectful and off-topic posts on the message of the funeral of Prince Friso were removed .
Don't resort to censorship, but stay realistic. Not all negative posts are immediately grounds for deletion.
Always apply positive community management.
I'm very curious!