Your Facebook Page is a representation of your business. It is a place where your customers ask questions, get information, and share their experiences. If you are a business owner or if you get too many enquiries from your fans on Facebook, then you need someone to moderate your Facebook page.
The role of a Facebook page moderator is to manage the social media page, reply to comments & direct messages, and make sure all customer queries are addressed.
Note that not all comments or messages that you will be getting on Facebook will be positive for your business. What do you do with these engagements? The simple answer is: you moderate them.
It is important to know how to moderate your Facebook page, as you need to build rapport for your business. An essential part of any Facebook engagement strategy includes creation and maintenance of conversations with your followers.
A majority of social media (including Facebook and Instagram) have prescribed guidelines on content moderation for personal or business pages. These guidelines and other features (like hiding and deleting comments) help you properly manage your page.
But these guidelines are just that: guidelines. Listed here are some ways that will help you (hopefully) moderate your Facebook page like a pro.
1. Prepare an FAQ (Frequently Asked Questions) list
In order to make your job easier, prepare a list which includes all the necessary information and most frequently asked questions about your business. It can be the location and timing of your business, details about your product and services, apology scripts for complaints, and other miscellaneous content. This will help you promptly respond to business queries and complaints of your audience.
Be sure to periodically update your FAQs according to fan behaviour, types of queries, and also any changes in your business.
2. Delete or hide negative comments
If you think an engagement (usually a comment) on your Facebook page will hamper your brand image, you should immediately hide or delete it. When you hide a comment from a post on your Page, the comment will only be visible to the person who wrote it and their friends, whereas deleting a post or comment removes the content permanently.
3. Be polite
As a service provider, you should always be ready to deal with positive as well as negative feedback. Just like a front desk staff always puts on a smile while communicating with customers, your online responses must also be accommodating and polite.
Simple gestures, like a ‘Hi’ at the start of the conversation and a ‘Thank you’ at the end makes a huge difference. If you’re feeling adventurous, you can also use emoticons, which are easily available in the chat section.
4. Manage labels
Labels are the easiest way to track potential leads, job candidates, complaints and feedback. Labeling content in Facebook allows you to group individual posts with custom labels so that you can analyze them by segments, rather than just time-frames. At the most basic level, you can quickly analyze posts related to a specific campaign.
5. Report feedback to whom it may concern
As a Facebook moderator, it is your job to note down any feedback or complaints you receive and respond to them, however, it might not be your job to resolve them. If you get any complaints regarding your business, note down the contact details of the complainee, and forward it customer service, or whomever it may concern.
There is a fine line between proper monitoring and excessive monitoring. A good Facebook moderator needs to understand these intricacies and hone their skills accordingly to effectively moderate Facebook engagements for any brand.