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How to Effectively Manage Critics, Trolls and Spammers on Facebook Pages

August 25, 2011 by  
Filed under Latest Lingerie News

Facebook Marketing Bible

The following is an excerpt from our Facebook Marketing Bible. The full version contains detailed strategies for dealing with each type of disruptive commenter and three more key tactics for making your Page an inviting community.

A well-managed Facebook Page allows businesses of all sizes to build a large and engaged community of fans, many of which can and will become loyal customers and advocates of the brand if nurtured correctly and consistently.

As your Page grows in popularity and starts to attract hundreds and thousands of Likes it will also begin to see unwelcome attention from the less-savory members of larger online communities – critics, trolls and spammers. While this is a largely unavoidable side effect of popularity, Page administrators can take steps to ensure that these kinds of members are controlled and removed.

Know Your Enemy

Critics - Critics are commenters that hurt a brand’s image by filling its Page wall with negative assessments of the brand’s identity, products, or services. They can be difficult to identify and manage, as they can veer between being your biggest fan to most outspoken naysayer from one moment to the next.

Trolls - A troll is someone who consistently posts inflammatory, negative and disruptive messages to your Facebook Page, with the sole intent of provoking an emotional reaction amongst the other members of your community. Trolls differ from critics in that they usually have no actual interest in the brand’s products and services, but are simply there to cause problems.

Spammers - The rate of spam that is posted on any given Facebook Page is exponentially linked to the number of Likes that it has. While Facebook’s spam filters will do their best to identify and move spam to your Wall’s hidden wall tab, this is at best a hit-and-miss affair and some spam will get through

Admins can employ the following tactics to ensure that their Page is optimized to recognize and manage problem users.

1. Create a Customized Page Rules Tab

One of the smartest things all Facebook Page Admins can and should do as soon as possible is implement a customized Page rules tab that clearly lists the behavioral expectations of members of the community.

Coca Cola’s House Rules is one example of how this can be done.

This tab will give you something to point to if users ask why they or someone else was banned. The tab is also likely to make all community members who see it more civil.

2. Take It To Email

Facebook Pages do not provide any kind of private messaging system, but sometimes a customer needs to be engaged on a one-to-one basis, and the best way to do this is to recommend directly to them that they contact you via email. This has numerous benefits – the customer can speak more freely, you can provide a more personal level of support and if the matter gets heated it doesn’t have to be a public affair.

If you feel that a customer has a legitimate enquiry but that public correspondence might become disruptive to the Facebook Page or even damage the reputation of the brand, it’s good advice to move things to email as soon as possible. Reply to their comment with your customer support email address or another email address they can reach you at and kindly ask them to follow up with you via email.

If you have made the decision to have a brand presence on Facebook then the business of moderating your Page needs to be taken seriously, with the correct level of resources made available to meet the expectations of your fans as the Page grows in size and stature.

The rest of our strategies for handling disruptive commenters and improving the civility of conversation on your Facebook Page can be found in the Facebook Marketing Bible, Inside Network’s comprehensive guide to marketing and advertising through Facebook.

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Facebook’s new privacy setting an instant hit

August 25, 2011 by  
Filed under Latest Lingerie News

KOCHI: For Facebook addicts in the city, the social networking site’s plan to be more serious about its privacy settings is a welcome change. Most of them seem to be true blue Facebook loyalists, who can’t seem to make the switch to Google +.

As Divya Ann Thomas, a management student of Rajagiri points out, “Google + lets anyone add me into their ‘circle’, we don’t seem to have a say in that”. In this whole angle of which of the two rules the roost, she circles her vote for Fb. “Google also came into the market after seeing the growing popularity of the other, and they also came in with the same template right?”, says this marketing student.

“Facebook and the type of ‘profile harvesting’ that it does is now a known fact”, says Richy D Alexander, COO of a start-up brand building company. “Through the Farmville or love calculator, or by you liking the Nike ad, you are actually telling your likes and your needs to a corporate which can make use of it”. Who ever seem to have gone to Google + is because of its heightened privacy settings, but what Google will do with such information is still left to be seen he adds.

“The access and the comfort that Fb provides is unparallel, plus I can’t find my friends active at all in Google +”, tells Vaishaki Ramesh, a law student of the city. “The privacy settings, like the option of blocking and ‘listing’ was always there in Fb too”.

Facebook overhauling its privacy setting is to give easier and more precise controls to its users. This would give in plain language the advantage of Google+ to the Fb user. It seems that Fb is trying to catch hold of Google+ converts if any. For many youngsters in Kochi though Fb is trying too hard on already victorious grounds. “Facebook and the type of ‘profile harvesting’ that it does is now a known fact”, says Richy D Alexander, COO of a start-up brand building company. “Through the Farmville or love calculator, or by you liking the Nike ad, you are actually telling your likes and your needs to a corporate which can make use of it”. Whoever seem to have gone to Google + is because of its heightened privacy settings, but what Google will do with such information is still left to be seen he adds.

“The access and the comfort that Fb provides is unparallel, plus I can’t find my friends active at all in Google +”, tells Vaishaki Ramesh, a law student of the city. “The privacy settings.

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