I’m always amazed at the liberal view people have regarding social media moderation. The consensus around the globe seems to be that you can say what you like on social platforms and that a brand should just suck it up and leave it sitting there as some sort of homage to freedom of speech.
Now, I’m all for intelligent criticism. I truly am. If you’ve had a horrible holiday experience and you’re not getting anywhere through normal channels, why not take to a company’s Facebook page to vent your spleen. However, that’s based on the assumption that all criticism is intelligent and well thought out. I can tell you first hand it’s not. Often the comments left on brand pages are poorly spelt, pay little attention to grammar and barely have a point other than to cause a bit of a stir.