Social media administrators should respond to commenters who express concerns and attempt to address them directly or refer them to a person or department who can.
The structure of your response will vary based on the nature of the social networking platform but it should always be friendly and representative of Virginia Tech’s culture and values.
Not every critique needs a response; some people are just venting frustrations, or they are engaging in off-topic or inflammatory posts in an attempt to provoke others.
Comments that are inappropriate, offensive, insult or attack, contain illegal suggestions, or use foul language should be removed as allowed by that particular social media platform, as should those that are intentionally repetitive (spam). Keep a log of any comments removed, and most importantly, be consistent with the treatment of all commenters.
Removing posts that have become controversial
Occasionally, you may find that something you’ve posted to your page has taken a life of its own in the comments section. If your audience is staying on-topic and remaining civil as per your community commenting guidelines, it is advisable to let the commenters keep each other in check. If needed, remind commenters about your commenting guidelines.
However, if the conversation seems to be sliding toward only one point of view in a manner that is contrary to the spirit of your post, you may need to make a moderator decision to remove that post.
Please contact Susan Gill, 540-231-0946, to discuss the best course of action regarding the topics mentioned above.