Social Media: How should I maintain my brands reputation if someone has tagged us in a Facebook note and disabled comments?
There’s a theory in public relations that you should always focus on the publics with a positive or neutral view of your organization because those with a negative view are least likely to move on the spectrum.
If someone has posted something negative about your brand and has not enabled comments, I would say they are pretty far on the negative end of the spectrum. At this point I would suggest that you try to reach out to this person personally. Try messaging them to address their issue or concern. Reaching out to individuals is a great way to show that you’re listening, and are concerned about your publics.
I hope that helped, good luck!
When you say tagging was disabled on the note are you referring to the being unable to comment on the tagged post on your facebook fan page? When someone tags you (on a profile or a page) you are unable to post a comment on the tagged wall however you *should* be able to post on the original wall it was posted on IF you are connected to that person or page (meaning you’ve liked the page or friended the individual). This could be a fantastic way to utilize the new facebook page feature where you can respond on other facebook walls as the page name! If this is not possible, depending on the content of the post I would post a response on your wall about the comment on your page or reach out directly to the person through facebook messages to help them directly and educate them about your companies. For the future you might want to consider a catastrophe plan so you have a plan ready to set in motion next time this kind of thing occurs (it is very likely something like this could happen ag
