This is a really interesting question and one I've spent a lot of time thinking about. As we have just passed "soft launch" phase, I'm trying really hard to set the tone so to speak, and I have included in the user guidelines a clause stipulating: This is not a place for public gripes: While we value your feedback, we want to keep this forum "on message" and help people with their technical issues. Posts which are simply unconstructive critisism may be removed, although we will make every effort to make contact privately to discuss any problems you may have had. We are very much foccused on tech support and want to steer people's billing complaints and so forth through more traditional channels. So, if a post is "I'm having problem X, not really happy with the answers I've got so far. Can you help" - in other words constructive requests with a chance to get to a win/win situation - will get a detailed response. But if the users post amounts to "the hell with you, your company sucks", it's removed and the poster gets a message asking what the problem was but warning them not to continue that kind of behaviour. We're very much in "service delivery" mode with our community, so we really want to minimise the "noise" coming from people who had bad experiences. As the community manager I send examples of these complaints to the people I report to, and will actively chase the historical support tickets leading up to the complaint so that I can understand what went wrong. But I surely cannot be alone in thinking that providing a platform for people to inflict brand damage without recourse makes poor business sense?
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