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Explaining how to respond to negative comments on your Facebook page

If you are in charge of operating your company’s Facebook page , how do you respond to comments from fans?

Facebook generally uses real names, so there tend to be relatively few derogatory comments on social media, and since the information is sent to the company’s fans, most comments are likely to be positive or constructive. However, in rare cases, criticism and slanderous comments may still be made.

Criticism should be taken seriously, but if it’s not pleasant for other users to see, something needs to be done about it.

This time, we will explain what to do if offensive content is posted in a comment.
There are several ways to deal with this problem, so be sure to understand the differences between them so you can respond appropriately.

table of contents

  1. How to hide comments
  2. About the deletion function
  3. About the ban function
  4. Other solutions
  5. Plus α: How to reply to comments

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1. How to hide comments

Let’s hide the comment “Test”.

When you move your mouse over the comment field, a light gray “☓” mark will appear and a speech bubble will appear saying “Hide.”

Click this “☓” to hide the comment.

When you hide comments, two things happen:


The comment remains visible to the user who posted the comment and their friends, so the user does not notice that the comment is hidden.
(Of course, you won’t be notified that you’ve been hidden.)
Additionally, only you and your friends will be able to see your comments, so you can hide your posts from the eyes of many other users.

Just because you want to hide comments that other people don’t feel comfortable seeing, doesn’t mean you can simply delete them.
If you simply delete the comment, not only will it not be possible to restore it, but the user who wrote the comment will notice that it has been deleted, and this could lead to an uproar.

In such cases, you can hide comments so that other third parties cannot see them without the person who wrote the comment noticing.

In addition, if you want to display it again, such as if you have hidden it by mistake or after considering it and it is not necessary to hide it, click “Show” and it will be displayed as usual.

Facebook has learning capabilities, so if an administrator frequently hides comments from the same users, or hides or deletes the same comments, the system may automatically put you in hidden mode. there is.
If you notice that your comments are hidden even though you didn’t hide them, it’s a good idea to keep in mind that this learning feature may be a possibility.

When hidden, four menus will be displayed: “Show”, “Delete”, “Report”, and “Ban△△”, so click on the corresponding item.



Below, we will explain the “Delete” and “Ban” functions.

2.About the deletion function

This is a function to delete comments.
If you delete it, it will no longer be visible to the commenter or their friends , so there is a high possibility that the commenter will notice.

Deleting comments is not recommended as a response method.
This is because it gives users the impresson that they should delete comments that are inconvenient, which can lead to more negative comments being posted or even causing a firestorm outside of the Facebook page .

It is best to avoid using it as much as possible, unless it is an obvious spam comment or the content violates the law.

3.About the ban function

This feature prevents users who repeatedly make baseless slander, offensive comments, spam comments, etc. from commenting.
Just like deleting comments, “Ban” is a last resort, so it’s best to avoid it if possible.

You can also remove the ban.
If you have been banned by mistake, or if you have reconciled and no longer need to be banned, click “Undo” to remove the ban.

What happens when you get banned

When banned, the user will experience the following:


If you look at a Facebook page from a banned user , you will see comments and likes like this. The button is no longer visible.

4.Other solutions

In addition to the solutions explained above, there is also a way to prevent access to the Facebook page itself.
Although it is difficult to think of a situation in which this method would be used, please discuss it carefully with your management team and use it only if you have determined that the problem is too malicious to handle.

First, click “Settings” from the admin screen.
A menu will then appear, from which select “People and other pages “.

Then like the Facebook page ! A list of users will be displayed.
There is a gear mark next to the username, so when you click on it a pull-down menu will appear where you can “ Remove from Page Likes” or “ Block on Page .”
In addition, “Assign Page Role” at the top of the menu displayed here means granting permission to edit, manage, etc. the Facebook page .

5. Plus α: How to reply to comments

These are points to keep in mind when responding to comments you receive.
Most cases can be resolved by being honest.

for positive comments

If you see a positive comment, reply to it, or if you’re too busy to reply right away, let the other person know you read it by clicking “Like”.

If you have trouble responding

If you find it difficult to respond to a comment, it is important to respond with something like “I’ll contact the person in charge” or “I’ll look into it,” to show that you’re responding even if you can’t do it right away.
Depending on the content of the comment, we may ignore it (not respond) without doing anything.
Discuss this line with your management team to ensure they have a common understanding.

If negative

There are a variety of possible cases, from minor complaints and pointing out mistakes to groundless slander.
As explained above, you may use the “hide” option for comments, but if you can respond without going that far, be sure to take the following precautions.

■For minor complaints, pointing out mistakes, etc.

In response to such complaints, the first thing to do is to express gratitude for the comment, apologize sincerely as soon as possible, and make corrections if necessary. By doing so, you can prevent major problems from developing.
This exchange is visible to other users, so consider that they are checking to see if you can respond in good faith.

■If the content has confidentiality etc.

Depending on the content of the comment, it may not be desirable to communicate in a place where many people can see it.
In such cases, we may use the message function of the Facebook page or the user support provided by the management side to guide you to individual support.
In addition, it is important to explain that you would like to provide more detailed support before guiding the problem, so that it does not seem like you are hiding the problem by simply directing them to individual support.

summary

Deleting comments or banning a user may give the user an even more negative image, so basically the solution is to reach a settlement through comments or messages, or to “hide” the comments. method would be preferable.
As a premise, it is important to try to post in a way that will not attract such comments.

In any case, don’t forget to treat your users with sincerity and take the most appropriate response method at the time.

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