Sunday, June 24, 2012

Social Media Tip: Management of Offensive Facebook Posting

In a recent discussion with a client on establishing a social media presence on Facebook, they expressed concern over how to deal with Trolls and their fear of reprisal if they deleted offensive comments.

I shared with the management team that deleting offensive comments is not only correct but acceptable if the rules of engagement were established upfront.

This is where the organization needed to establish an Acceptable Use Policy (AUP) governing the management of postings on the organization's wall. Once the AUP has been established, any breaches of these rules will then give the organization the prerogative to delete the post. The only suggestion I have for the organization is not to complete delete the offending post, but to replace it with a statement saying that "a post by <user> was deleted as it had breached the rules established in the AUP." This statement is important as it will then limit accusations of censorship.

For a sample of a generic AUP which you can use for your organization, please refer to the following ...

CW Fong & Associates welcomes all comments on our wall. We want to hear from our fans about what they think about our work and achievements.

As a fan of CW Fong & Associates, you are welcome to express your views, comments, ideas, insights, and criticisms about us. At the same time, fans should show courtesy and respect to others and must not use the wall to abuse others, expose others to offensive or inappropriate content, or for any illegal purpose.

When using our wall, please ensure that you:

protect your personal privacy and that of others by not including personal information of either yourself or of others in your posts to the wall (for example, names, email addresses, private addresses or phone numbers)
• represent your own views and not impersonate or falsely represent any other person
• do not be abusive, harass or threaten others
• do not make defamatory or libellous comments
• do not use insulting, provocative or hateful language
• do not use obscene or offensive language
• do not post material to the wall that infringes the intellectual property rights of others
• do not post multiple versions of the same view to the wall or make excessive postings on a particular issue
• do not promote commercial interests in your posts to the wall
• do not include internet addresses or links to websites, or any email addresses in your post to the wall.
CW Fong & Associates reserves the right to enforce this Acceptable Use Policy at its discretion, and may remove any posted messages that it considers to be in breach of the Policy.

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