How to Monitor Comments on Your Facebook Page
Update 7/27/11: Please know, the information in this blog post is now out of date, since Facebook instituted a number of changes and made it much easier to monitor comments as a Page Administrator.
Here are some tips for monitoring comments on your Facebook Pages.
There are no real notifications systems available to you for when Fans comment or join your Page. Therefore, it is essential that you visit your Facebook Page at least once per day (or once in the morning and once in the afternoon each day) & scan for comments that may require your professional response (or deletion, in the case of spam).
Another way to monitor threads of comments on your Facebook (in case you need to respond) is to “like” each comment that is posted and get email notification when anyone else comments on that post. Of if you are concerned about over-liking comments, then just “like” the hot-button comments and topics you need to stay on top of more frequently than once a day. Under your Account, in Notifications Settings, click the option to receive email notification whenever anyone posts on that comment, video, wall post, etc. You can also get cell phone notification, if desired.
Respond to comments and concerns daily. Thank and acknowledge each commenter; ask them to email or call offline, if needed. Keep in mind that frequently asked questions could be good inspiration for customer seminars, videos, articles in Notes, etc.
Responding to Negative Comments
You may delete comments that are abusive, defamatory, or spam, but consider leaving other negative comments, reviews, or critiques online. You should always acknowledge them, but it’s up to you how you address them (e.g., offer to meet in person, or ask to correspond in email.) The community may also respond with suggestions. Sometimes letting the community defend you or add other suggestions for the commenter is not a bad strategy at all.
Respond carefully, thoughtfully, but promptly. Always thank them for their business and thank them for the comment/feedback.
New Facebook Pages Manual! If you are a client and have purchased a Facebook Page from Fletcher Prince, please contact me and I will email you a complimentary copy of our new, 6-page Facebook Page Manual.
If you have not yet set up your Facebook Page, keep in mind that we offer that service, as well as custom FBML pages and logo adaptation for Facebook! Visit http://fletcherprince.com/facebook to view our resource page about Facebook Pages (lots more tips and video), and our affordable fees.