said 1 year, 3 months ago:
One way to circumvent problems is to manage expectations by explaining clearly the response policy. For example, I know there are some big airlines on Twitter who put it in the bio section, i.e. “We respond to tweets between 7am to 11pm EST”, so that someone can’t get offended not being responded to during night time (or whatever time it may be if you are in a different time zone).
Same applies for Facebook page or G+ account. Real-time communications are indeed what is sought after, but people will understand if you reply within 2-3 hours, specially if you are a small business and can’t be expected to have a full-time community manager on the payroll. As long as you explain it in your policy section, it should be OK.
Of course, this assumes you have a policy section… (you know, where you explain what content can be removed, i.e. offensive, religious, spam, etc.)