As a Community Manager for a large brand on Facebook, it’s commonplace to deal with Spam Comments and indeed Spam Wall Posts. The nice thing about most Spam is that it’s so obviously Spam that there is no question in your mind.
But what happens when the spam takes on a more personal tone? Indeed, what is a community manager to do when spam is mixed with recognition of your own social initiatives?
Now, I don’t think it would be kosher of me to display any examples. But I can say that the “spammer” is not your typical faceless profile, but instead belongs to what seems to be a normal person who feels that they’ve stumbled upon a great way to get their business out there. But the reality is that their post likely won’t be seen by many people, and those that see it probably don’t even live in the Business’ area. So what real harm is it if I delete the post?
Then again, this person may very well be a loyal consumer, who’s simply attempting to gain a similar level of publicity from the advocacy they’re giving. And deleting their post may only anger that individual unnecessarily, because as I just said, few will ever even see that post.
What’s a Community Manager to do? I feel a distinct desire to put community engagement beyond minor brand inconvenience. But in a world where micro-management and pseudo-social media skills are rampant, that decision may very well bring one into conflict with the Brand one represents.
It’s a sticky situation that lives in a grey area of Social Ethics. Anyone else out there dealt with these issues? Share your experiences in the comments.
Creator of GyroPulse and Co-Founder of The Gyronauts. Social Media Manager at Saatchi NY. Loving the Hoop since 2006. Loving the Poi since 2007. Loving the Burn since 2007 More from this author