Check out these 10 quick tips from our legal counsel that’ll help make your
Facebook business page thrive while keeping you out of hot water.
1. Avoid defamation or libel. Don’t make statements that can harm the reputation of others. While it’s tempting to talk negatively about your competitors, remember that doing so can open you up to a liability.
2. Know when to make a move. Resolving issues on social platforms like Facebook or Twitter needs to be dealt with on a case by case basis – people have a right to freedom of speech and are allowed to voice their opinion about your company.
3. Report via social channels. If it’s clear that the actions of a social channel media user are an infringement or illegal, the best approach is to reach out to the social platform itself. Each platform has channels that you can report issues like these to, which will usually take care of the problem.
4. Know if you can take action. If a customer is writing something negative, but truthful, social platforms will generally not take action. However, if someone is creating the impression that they’re acting on behalf of your company, you can work with the platform to remove the content or delete an account.
5. Be aware of social policies. Know that social channels aren’t required to act if you encounter an issue with one of your customers, and have legal and contractual terms that insulate them from being directly liable for user content. Threatening to hold a social platform liable for negative content will not make them act differently and only expose how little you understand the platform.
6. Play fair. Generally speaking, a social platform’s abuse department will be more willing to help you navigate your options if you’re nice about your complaint, so be sure to keep those emails extra friendly.
7. Take action, if necessary. If you’re unable to work with a social platform, your next step may be to file an injunction or take formal action. At this point, you’ll want to consult an attorney. You’ll save time and money if you hire an attorney who’s already familiar with internet and social media laws.
8. Manage your brand. From a marketing standpoint, you’ll want to maintain consistent control of your message to keep your trademark. Police these pages closely to make sure that your brand isn’t being diluted.
9. Monitor employees. It’s important to monitor what those close to you do; their actions can affect your company. Have a policy for employees and a disclaimer that demonstrates acceptable behavior on social media platforms.
10. Be nice. Best practice tells us to never approach anything or anyone (including your competition) negatively. Always promote positively and play fair.
Easy enough, right? By following these simple tips, you’ll keep your company in good standing and turn your Facebook fans into lifelong customers!
Want more advice? Check out the Volusion Facebook page for ecommerce tricks, special discounts, product announcements, contests and more!
Lauren Hill, Social Media Associate, Volusion