Delete and Remove

I recently attended this event that was hosted by a certain organization. By all means, the event was a success. But, of course, nothing is perfect; and something can always be pointed out.

The organization’s Facebook page was flooded with well wishes and congratulations following the conclusion of their event. There was no negative feedback.

Why?

Because the organization deleted each and every negative feedback they received.

See the power of the remove button?  Dozens of opinions flushed down the drain, with just a few clicks. With this mighty button, it’s as if dozens of people were washed away, never to be heard. It’s like portable Martial Law!

I find this very problematic. As my professor has always said, social media is all about conversations. It’s about continuing a cycle. Deleting feedback; positive or otherwise, means putting an end to this cycle, to this conversation.

Basically, it defeats the purpose of social media. After all, feedback is the primary concern of this channel. That is the reason why social media participants are given such a free rein in the digital world. There are no laws that can contain them, no rules to chain their words on their mouths.

With social media, there is a need to create more feedback to be able to continue the conversation that the organization itself has started.

Personally I think the best possible course that the organization could have taken was to answer each and every negative comment, just as they did for every positive comment. This is both a good marketing and PR tool. In addition with that, they should have offered some sort of statement that addresses those negative feedback.

In effect, many parties were offended when this action was taken, making the organization seem like one the traditional “evil” corporations. If this was the original goal, then one must not use social media at all! One of the reasons for using social media is for transparency, a way to bring the organization closer to its public.

Fortunately, the aforementioned organization did apologize for its deletion of comments.

Hopefully, next time, they will realize the mistake in this before someone else points it out.

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9 Responses to Delete and Remove

  1. juolpindo says:

    I agree with your. They should have responded to the concerns of other people. Deleting their comments and or suggestions just makes the customers/target group feel unwanted and unimportant. Creating a conversation by responding to the questions should have been the better option.

  2. kitsatwork says:

    I believe you’re talking about @#@&^@%!$@ HAHAHA but you’re right Eya-boy! Removing the negative comments does not make the problem go away. If anything, it only makes matters worse because without conversation, there can’t be resolution. 🙂

  3. niccy says:

    Too bad for these traditional ‘evil’ corporations who underestimate the power of social media…

    They are forgetting that if they keep these people’s opinions shut, they will find another way to be heard! There’s Twitter and Facebook, per se. Give it some time and the world will know about their portable trash bags.

    (that’s why taking the easy way out is never the best option)

  4. thehappykimy says:

    I suddenly remembered my mother. She doesn’t buy bananas which are very smooth and flawless. They seem to be perfect but they are already treated with chemicals to make them appear to be such. It is not always good to be projecting yourself as something or someone who doesn’t commit mistakes. People would find it hard to believe that all you say or have transparently and honestly reflects you, if all you have to present is perfectness. In this world nobody is perfect. And not all people are disillusioned to believed you are one.

  5. I think everyone in OrCom will agree if I say that feedback is very important. Whether the feedback is positive or negative, it is important because it will help you improve your task the next time you do it. I’m glad that the organization you wrote about apologized to the public. At least they were able to save face for what they did. I’m sure that they’ve learned something from this experience. First, don’t promise something that you can’t fulfill. And second, learn to listen to your audience because they help you improve at the end of the day. 🙂

  6. I don’t think organizations should delete negative comments. I guess the best they can do is to ignore it. Deleting them shows they are guilty. But then, not every feedback should be addressed. Sometimes, people just wanted to babble things.

  7. Gel says:

    I think one of the key factors in keeping a good reputation online is maintenance. We should always ask the question “if I decide to do this now, can I do it for the rest of my cyberlife? Or at least for the most part of it?”

    If the organization really wants to take that route of deleting every single negative comment, then go ahead, 8u3bjdnu&98u23&&@. But make sure that no one’s gonna catch you, and that YOU CAN DO IT FOREVER. Again, maintenance.

    It’s just like blogging. Or tweeting. It breaks your good online reputation if you suddenly stop tweeting or posting blog entries. So always remember that friends, if you decide to do something, make sure you can maintain it. 🙂

  8. gj says:

    It’s unfortunate that while they’re trying to keep up with the times with the tools they use, their line of thinking is still highly characteristic of organizations as psychic prisons, which will eventually lead to the death of the business.

  9. I think I know this event. HAHA! 🙂 As what one of the great political thinkers said, we should present people with both sides of the coin, then let them choose which side to take. It is the people’s voice that is to be heard. As we have discussed in class, consumers are now king. Organizations should realize the importance of the consumers’ voice and how it could actually affect the organization’s business.

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