One of the most common questions we receive from brands unfamiliar with Facebook page management is centred on "issue management".
That is, just how do you handle those awkward posts or feedback?
Whilst we can never have the answer to every type of post that presents a question, Facebook itself offers you a facility to auto-manage posts that often represent a good percentage of all problem posts.
The solution comes in the form of two tools that many brands don't notice.
The Moderation Blocklist and the Profanity filter.
To use these tools go to Edit Page and Manage Permissions.
You'll then see them on the page, at the lower section. In the image below we've highlighted the Moderation Blocklist and the Profanity filter setting is just below it.
Using the Moderation blocklist
Simply type in a list of words (seperate by commas for each distinct word/phrase you want to block) and any occurrence of those words in posts made on your page will lead to the post being automatically classified as Spam.
The uses are wide. You can use it to block competitor brand name posts, or anything else that may be derisory in your opinion or unsuited to your audience.
We do recommend you check what is captured by your own filters though, because on occasion it might block something you don't want it to (for example, if someone was comparing your brand positively against a competitor, but you'd blocked the competitor name - then you'll have lost the post on the basis of the competitor name being in the moderation blocklist).
Using the Profanity filter
Below the blocklist is the ability to enable, and set the level of, the Profanity filter. This automatically blocks posts appearing if they contain words that are in the profanity lists maintained by Facebook.
Facebook give you a number of settings that can be applied and we recommend that you monitor what is blocked and what setting is more reasonable for your page.
Most brands would probably use the Strong setting if they wish to maintain an entirely professional image, but that doesn't always suit and many want a more open and less-moderated style to user posts.
They're two very easy to set up and use tools that so many organisations look, yet can save a great deal of pain because of their proactive nature.