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Director of Online EMEA at Deckers Ltd
31 March 2009 11:40am
hi all,
I have loved all these postsm and lots v helpful. On my colleagues behalf this comment came through the wordpress tool where you see all posts before we put them up.
as a general rule, we put up all comments, it was simply that this one was simply a rant in the wrong place. we would never take down a post unless it was extremely personal and rude, as in our comments policy.
So... if you vet them before the post goes up, is it worth contacting and nipping in the bud, or simply posting up there.
Personally, I would love to follow the lead of putting up there and let it self regulate, with a little bit of customer care added.
thanks for everyone's input
David
Principal at London Business Advisor
31 March 2009 17:08pm
Hi David and Other Interested Parties
My professional as well as personal view is that branded social platforms are entitled to draw the line somewhere as to what is and is not acceptable content.
Many critical comments and complaints become opportunities and should be published, but unreasoned rants could be excluded. Getting the correct balance of posts in any online community is never easy, but in our experience it is far better to establish firm groundrules early on - and relax them if necessary - than the alternative of standing by while a (branded) environment of which you are a custodian, sinks to an unacceptable level and then has to be resusitated (which is a lot harder and is often impossible).
Consultant at craigmclaughlan.com
31 March 2009 17:28pm
1. it's your blog, so your rules. in my experience the best forums are moderated with a *very* light touch.
2. is this an opportunity to address a genuine complaint and show him/her and others that you're listening.
3. if you're just going to delete his/her comment, why do you have a forum?
Consultant at craigmclaughlan.com
31 March 2009 17:31pm
woops, i've mixed blog and forum, you said wordpress, so it's a blog. in any case, my comments stand.
Director of Online EMEA at Deckers Ltd
31 March 2009 18:26pm
Craig
in response to your points
1.we do, i believe blog posts should be run 'by exception' - i.e posts and responses should allow everything except only the worst kind
2. again I am inclined to allow it up there as I said and respond adequately.
3. disagree, hppefully not confusing things here, but the comment has never been viewed by the general public - it was there for approval. so the argument is perhaps to sometimes respond directly to that person outside that forum.
however,I think that if that comment was already posted, it should definitely stay.
thanks
David
Principal at London Business Advisor
31 March 2009 18:36pm
David, it is best practise where a post is removed or, in your 'pre-moderated' scenario, disallowed, that the author is notified of this and encouraged to re-submit. Ideally they'll be told the reason, so they know what not to do again!