PayPal vs. Negative Comments


Deleting Comments

When should companies start deleting negative comments on their social media page? This question can see two sides, one from the companies view and one as the consumers. Back in 2011 PayPal was mentioned on Forbes and they wanted to let their followers know about it. What PayPal got in return was hundreds of negative comments that had nothing to do with what they posted about.

In class we have talked a lot about how anything you put up online is open for the world to see. At the moment the world of PayPal was not looking at the Forbes article, instead they were looking at how PayPal was treating Regretsy, more importantly, the words they used. You can checkout the story here https://www.digitaltrends.com/computing/paypal-freezes-regretsys-account-for-needy-children/ giving a detailed explanation of the situation. It was known that PayPal was not happy with Regretsy and was taking back money that they had wanted to be donated. This caused an outrage and society expressed themselves on the most recent post that PayPal made. Once PayPal saw what was going on they decided to start deleting the bad comments, whether they related to the topic or not. This made people post even more because they were noticing that their comments were getting deleted. Once PayPal admitted defeat they decided to apologize, still attracting comments but not as bad as they were. https://www.today.com/money/why-paypals-bad-reputation-bigger-regretsy-118696

Coming back to the question of whether or not a company should delete bad comments, it really depends. In PayPal’s situation it didn’t help, especially since PayPal had nothing to say for their actions. I feel that if PayPal addressed the situation and came out clean when they first started noticing what was going on than this situation never would’ve happened. But this is social media we are talking about, people can post anything anytime and for as long as they want. I will say that certain things need to be deleted especially if it has nothing to do with the company or situation. The fact that someone is saying something on your post should be a positive thing, it shows people something that is trending and going viral, but when it affects the image of your company you really need to take a step back and address the situation.

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