The problem with social media and Facebook specifically is what we call third party content.  Third party content is content created by others that you do not control – yet it reflects on you and your business.  For instance, let’s say you have added a like page to your home page like I did.  I received a complaint about my site and went to see what the user was talking about and someone had liked me and had changed their avatar/icon to a swastika.  I later noticed someone with a questionable image of a sexual nature.  So my home page reflected values that I was not controlling and could not realistically monitor, police, or patrol.  I dropped my like page add-in code.

Let’s say you have a wonderful Facebook page with thousands of friends who follow you or like you and unfortunately one has a bad experience once and a short fuse.  Next thing you know everyone is reading a post on your page about something horrible you have seemingly done.  In some cases it would be better not to have a Facebook page!  Unfortunately, mathematically, at some point someone will write a bad post and this does not mean you should abandon the medium.  Instead, you should learn how to deal with it. 

I have read many articles on how to handle negative social media and I decided to continually post and update links here to good articles rather than regurgitate some. 

Here’s a start, this article is nicely organized and comprehensive.  The only important item I would add is to not get in an argument online.  Your Facebook wall is not the place for you to look argumentative or like you have lost your cool.

http://www.socialmediaexaminer.com/7-tips-for-dealing-with-upset-facebook-fans/

Enjoy the reading and check back for more!