Reflection on Social Media Case 5: Paypal Deleted Comments

When is it okay to delete comments on social media? It isn’t okay to delete comments because they are say something negative about your business that you don’t agree with. When a company delete comments from their social media because they are off topic or negative it makes that company look bad. This article gives a run down on when it is okay to delete comments. I like this article because it is pretty cut and dry of when to delete comments and when to leave them up. One of the things that it says is that if the comment is negative but civil leave it up because customers deserve to have their voice be heard. It was interesting to me that with the Paypal incident people were commenting negative comments on a post that had nothing to do with what the content of the post was. This goes to show that when people want their opinion on something to be heard they will post it wherever it will be seen. Paypal was not expecting that reaction on their post and they handled it very poorly by deleting the negative comments.

I liked this article because it talks about how it is important for companies to be transparent. Part of leaving negative comments up for other customers to see is building a transparency for your customers to trust you. Another thing this article talks about is how leaving negative comments up can help you take feedback and actually build your company to be better than it was before. It is important to show customers that you care about their concerns and you’re trying to make it better. When you delete negative comments it can drive customers away that feel you aren’t trying to listen to customer’s opinions. Overall this was a good case study because it wasn’t something I had really thought about before but put into perspective the best thing to do in these situations.