How to Handle a Social Media Maverick

I recently deleted an entire conversation from a private Facebook Group I run for an offline organization. The group was trying to solve a problem that was caused largely by one of the younger members, who was commenting on the thread and making things worse for herself and everyone else. The older members were doing everything they could to manage the thread and respond to her maturely while trying to come up with a solution to the problem.

After the problem was solved, I deleted the entire conversation, because I didn’t want future members of the Facebook Group and organization to read it and have negative feelings about the girl, who will eventually mature. I also didn’t want the older members to be constantly reminded of the issue we had now hopefully put to bed.

When What’s Been Put to Bed Rises Again

A month later, someone posted a complaint on the Group about a related decision I’d made, and stated that she hopes I wouldn’t delete her post like I did the “other conversation.” I chose not to respond, because I honestly didn’t know what to say at that moment that wouldn’t inflame an already-touchy situation; I knew caution was needed here, and chose to stop and think before saying anything.

In the meantime, another leader took the reins, wrote a well-written, thoughtful response, and the post disappeared into obscurity. I never had to say a word.

While my issues didn’t involve bullies, in “How to Protect Your Brand From Facebook Bullies,” by All Facebook (The Unofficial Facebook Resource), the author shares the best advice for dealing with any “bad behavior” on Facebook. The wisdom is applicable in any heated situation, both online and off:

“If someone behaves badly, and you react calmly and logically, the bully looks bad. If your response is equally irrational or dramatic, you look just as foolish as the instigator does….Keep your responses straightforward, acknowledge that you’re listening, but don’t encourage bullies by stooping to their level. You want social media to be an open forum where consumers can share feedback — so remain transparent, but keep it concise and simple.”

How about you? Have you had to make a decision about how to handle a heated situation on Facebook? Tell us about it!