Maintaining a Facebook page requires constant commitment. Many larger companies will delegate social media managers to moderate their Facebook page, but if your company is smaller, you may have to do it yourself. It’s unwise and unprofessional to leave your Facebook page unmoderated. Read our guide to learn about how Facebook moderation works.
Controlling what users can post
If you allow people to post on your page’s wall, you can set it to automatically block or filter certain words. This is highly recommended, as it immediately sanitises a lot of potential abuse that you don’t want customers to see on your Facebook wall. You can control both of these under ‘General Management’ in the ‘Settings’ of your Facebook page.
Moderating what users post
Comments with words or phrases that slip through your filters can be manually removed. You can choose to either hide or delete a Facebook comment made on your Facebook page’s wall.
The difference between hiding and deleting posts is that when you make a post hidden, it will still be visible to the person that wrote it and their friends. A deleted post is permanently removed for everyone. To hide or delete a post, simply hover over a comment and click the three-dot (…) icon. Select ‘Hide Comment’ or ‘More > Delete’.
How to respond to comments
When you open your Facebook page to public comments, you must expect to receive both positive and negative comments. How you respond as a brand is important for your image as a business. Your business should have a voice – a defined style of talking that matches the rest of your brand. That could be formal or informal and your replies should match the same tone.
Never respond angrily to customers in public comments; others can see unreasonable behaviour, but responding angrily never looks good professionally.