I've just experienced my first negative encounter with a recent alum on our facebook page. She's appears to be quite miffed. She posted several comments on the page to one subscriber (who posted a negative comment to one of our posts), cursing him out and, in one instance, suggesting he die (how lovely).
We removed her comments from our page, in accordance to our stated policy and reached out to her through e-mail telling her why we took her comments down and encouraged her to repost on our wall without using any offensive or deragaroty language. We decided not to remove the other subscriber's posting because it was his opinion and did not violate any of our set guidelines.
Unfortunately this threw the girl into a tail spin of comments which has spanned over several hours (with no comments from the community, either for or against her). To me, it seems, that her anger is part of a larger issue and was triggered by this man's comments. Our office did try to reach out to her about this but she refuses to not respond back.
How to handle? It appears that nothing will really "calm" her. She makes the claim that her first amendment rights are being violated (and that we don't set the policies for our Facebook page) and that her voice is being silenced by the removal of her comments.
I would be very interested (and appreciative) in hearing your comments about this and what would be the best approach to take in diffusing this situation (I think she is here to stay!). On one hand, it may serve us well to know what these "larger issues" are (as this may be a campus-wide issue), however, it may be something that top management may not want to hear or deal with at this time.