Rather than removing the post all the the context together, I would suggest you add these words to your profanity filter or use keyword moderation. Here are a couple ideas that you can work from and decide to use based on your approach:
- Add words to your profanity filter to allow the posting of content but to *** out the controversial word(s). People will likely get the idea of what the poster is communicating, but you are not risking the exposure of the term.
- Add a few moderation keyword filters. We leverage this more for the prevention of spam in our postings, but it would be just as useful for eliminating or addressing the term the poster is submitting. For example, you can add the competitor terms as keywords to filter, then setup an custom error message to be returned to the user when trying to submit the post; such as "Please refrain from directly identifying the names of businesses within your response. Please edit the response and re-submit."
Between these two options you can likely cover all your needs.
I hope that helps. If not, feel free to contact me and I can give you some more in depth examples.
I couldn't agree with you more Robert. Unfortunately, sometimes fear of sensitive topics rules the day and it's hard for an organization to overcome the old way of doing business. I suppose we are going through a transformational time and old habits die hard. Progress does happen, sometimes meeting many obstacles (ie management making short term decisions) while missing the long term relationship building opportunity,
One thing in this regard that I would recommend is to do a cultural sensativity audit/analysis of what topics stakeholders within the company are comfortable having discussed publicly and what they are not comfortable with (even if there is not legal/policy reason not to). I would then put the really hot button items into your community guidelines with perhaps some explination. (as an example: we do not use this community as a forum for new product requests, if you have input for our product teams, please do x). Having those boundary conditions in the guidelines will allow you to then send a note to the person that has posted something point to the guidelines and asking them to delete their post and use the preferred communication channel.
Hope that helps. For a huge trove of community management best practices, you may want to check out the State of Community Management report that we publish annually.