Dealing with Negative Comments

Negative comments are an inevitable part of social media. To be successful on social media, you have to be willing to take the good with the bad and recognize that you cannot control what other users say—you can only control how you react and what you post. In many cases, a post that you find disagreeable or contrary to your own opinion may not provide grounds for deletion. If you delete every post that you find objectionable, you may escalate the problem or alienate users on your page. Grounds for deleting a post include: use of profanity or derogatory language, personal insults or disrespectful language against another user, or spam or overly solicitous content.

For most other comments, especially those that are of a “customer-service” nature, the best solution is to guide the conversation away from your page by having the user contact you directly via Facebook message or email. For other negative comments, it is best to respond in a respectful way and provide accurate information to support your position. Remain calm and judicious, and refrain from sharp, heated posts.

Please note that you cannot delete negative comments on Twitter, but you can report or block serious offenders.