How closely should an administrator monitor comments on a page’s posts?  Are negative comments alright or should they be deleted?  Should you comment back or just let it go?  Comment on your own experiences.

You should definitely monitor it closely, and comment back to each one if you can. As for negative comments, by deleting them, you’re asking for trouble.

It’s social media crisis 101. Every fan has a right to their voice and by deleting their comments, you’re basically telling them that their voice or opinion isn’t of value here, and you’re just shutting them up, which will probably lead to worse comments. 

Instead, comment nicely, and see if you can’t turn that unhappy fan into a happy one, who will use his voice to spread good things about your brand!

I feel that a negative response is an opportunity to respond in a way that reaffirms your credibility and reasures your members that you do care and that you are paying attention. Whereas, deleting, or failing to respond seems to garner even more negativity.

Often, expressed negativity can be attributed to a simple misunderstanding, or a customer/client in need of help, perhaps frustrated because they are unaware that there really is a solution to their issue.

I find the best response, is a positive one. Even if that response is a simple apology and an acknowledgement of the posters issue.

Hi Matthew @matthewoneill

I think the same method for responding to blog comments holds true for Facebook. Your post in the Blogging forum has some great responses for those following this thread who missed the blog one on Negative Posts:

http://www.socialmediaexaminer.com/clubs/blogging/forum/topic/negative-posts/

We never delete comments. But there’s one time when we posted a very controversial topic and the conversation went nuts. Instead of deleting the comment we took down the post. Most often we just allow those negative post and try to deal with it decently. 

We monitor & address every negative comment unless it blatant spam. Please check this article out: http://mashable.com/2012/11/25/social-media-business-disasters-2012/

I  just deleted and  didnt  talk about  it….of  course  the policy is up to the page owner….  i didnt want the posts on my page.

..the last one said  …this item is  cheaper at hobby lobby…lol..  and  i have  deleted  several from another nearby store  who  would   blatently  spam my page, i finally just  blocked them…

.. it wouldnt bother me to take off a rude and nasty comment..and  thankfully .i havent had any , …

i hear  this  rule a lot  but its not  sacred to me…i dont  choose to give    them space or  continue an ugly situation..or   start a  big   post  trying to   justify something….a polite  reasonable  complaint   i  probably  wouldnt  delete…..  ….