Sometimes people can be downright mean. In 2011, it’s no longer shocking to visit online forums or websites and see a post from someone that is directed at another user and is not only negative, but aggressively nasty.
Unfortunately, that’s the world in which we surf.
The IRS Recruitment Office is keenly aware that many people see social media as a virtual veil they can pull over their identities. It’s a fact that we cannot ignore.
To combat this, we’ve come up with a pretty simple strategy to keep our Facebook wall free of friction toward other users and our employees.
We’ve found that it is imperative to manage expectations. By posting a list of dos and don’ts, visitors to our page know exactly what to expect when they post a comment.
Since day one, we’ve had a message on the info section of our page stating that we will answer questions at least once a week. Naturally, we usually answer questions much more frequently than that – but we take the approach of under-promising and over-delivering. This also saves us face when our other assignments simply do not afford us a great deal of time to answer every inquiry.
We also have a note that states anyone who posts private information – such as an e-mail address or phone number – will have their post removed. The last thing we want is for a fan’s privacy to be compromised after posting on our wall.
Additionally, we let everyone know that we remove posts unrelated to IRS recruitment. This keeps our wall free of spam. An important note about this – just because you remove a spam-type link from your wall, doesn’t mean it’s gone for good. You’ll also need to remove spam posts with links from the ‘links’ section of your page. Just click on ‘links’ under your profile picture and you will see a list of every link that has appeared on your page.
Finally, this brings us back to the meanies. We’ve only had a few people who have posted something outlandishly negative to other users on our wall. There are two of us who regularly monitor the wall, so they weren’t posted very long. We removed them without hesitation, as we created an environment where that kind of posting is simply not tolerated.
Our info statement also says: “We remove… posts that are disrespectful to other users. There are many online forums which allow people to be negative and nasty – the IRS Recruitment Facebook wall is not one of them”
What about your organization – what strategies do you use to manage your Facebook presence?
Recruitment 411 is the official blog of the IRS Recruitment Office.