Facebook failing at Facebook interactions

March 1, 2014

This:

What’s a big no-no with managing an online community? Copying and pasting the same response to all comments that are similar. Looks like you DO. NOT. CARE. One of my previous clients forced me to do this because they were conscious of legal issues and wanted all complaints handled exactly the same way (literally – down to the last letter). I get what they mean but it was a terrible, stupid and bad way to do things and after a while they realised that. Had to resist the urge to say, “told you so!” ;)

In this case though, I can partly understand why their team member has done this. Their community is behemoth and the team member is trying to spark more interaction rather than quell a complaint or answer a direct question.

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