Let’s face it. Not everyone loves your brand. Some see your Facebook page as a public forum to deride you. You have two options: Engage the person or ignore him. Both have their potential pitfalls, and it’s the job of a social media manager to weigh those possible outcomes and choose the best course of action.
Only in special cases and last-resort scenarios do you want to delete a comment. If you delete them without proper cause, you risk the same fate ChapStick suffered in 2011. In short, it’s not pretty.
Here are a few guidelines on when we deem it necessary to delete posts on brand pages:
If the post is depicting some illegal action. Any time someone posts a photo of an illegal activity on your page, you should definitely delete it. For instance, a group called Label It Yourself likes to go to grocery stores and put its own warning labels on packaging. This is actually illegal, so brands shouldn’t worry about deleting these posts from their page.