Deleting Comments
It’s perfectly acceptable to delete irrelevant, spammy comments (such as “Buy homemade cookies from me, at MoreUselessCookies on Facebook!”) when your brand has nothing whatsoever to do with cookies or food of any kind. You can also respond with something like “Really? We talk about commercial real estate in this community,” for example, and then delete the comment.
But occasionally, as a heated situation escalates online, an organization will start to accumulate lots of comments from people who are new to the Facebook page or the blog community. It can be scary to watch these comments mount up and wonder what to do about them. Sometimes, in a misguided attempt to defray online tensions, administrators will choose to delete Facebook page comments and blog comments that are unflattering or angry instead of engaging with them appropriately.
Situations like this tend to escalate quickly and also migrate elsewhere online if they continue to be ignored, or worse yet, deleted.
Social media can’t be stifled or simply ignored. If people are emotionally moved about a topic, they will find a way to share and discuss it online.
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