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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

Clients posting on Facebook about service

24 replies

sloanypony · 11/03/2015 20:39

Can clients post on Facebook about issues with regards to the service they are getting?

If a client starts a conversation regarding, say, staff turnover, which they are unhappy with, and names the staff (albeit in a conversation with friends only), is that acceptable?

Even if they have signed nothing to say they can't, is this the done thing? Is there some way to stop this? Or is Facebook between friends none of anyone's business, even if you have been tipped off by a 3rd party (say a mutual friend)?

OP posts:

Perfectlypurple · 11/03/2015 20:41

It's social media. People can put what they want within reason. They are entitled to an opinion.

msgrinch · 11/03/2015 20:43

of course they can.

FishWithABicycle · 11/03/2015 20:48

Facebook between friends isn't really anyone's business I think, unless they cause reputational damage by lying in which case you can sue, but would have to prove they lied and damaged your business so doing. If they aren't happy with the level of service they get and share that opinion with friends truthfully then that's fair comment.

LadySybilLikesSloeGin · 11/03/2015 20:49

They are allowed to say what they want, within reason. What you can do is set up a page for your company and address any issues when they come in. Reply to them, say that you'll look into what's gone wrong and ask them to send you a private message with some more information. Then look into things and get back to them. Good customer service and all that.

MmeLindor · 11/03/2015 20:56

Is the profile of the person private? i.e. you only know about this because someone took a screenshot?

If they are saying something that is untrue, and potentially damaging about your business, then you might be able to report it, but if it just their opinion of your service, then I don't think you can do anything

MmeLindor · 11/03/2015 20:56

Is the profile of the person private? i.e. you only know about this because someone took a screenshot?

Original poster

sloanypony · 11/03/2015 20:58

What they say is true. (They are discussing the fact that two members of staff have handed in their notice, which they have been informed of, and are disappointed about)

It has come about because someone who is friends with them has been passing this information on...

OP posts:

Perfectlypurple · 11/03/2015 20:59

So what is the issue? Messages on FB are just another way of having a conversation.

MmeLindor · 11/03/2015 21:08

I don't think have grounds for complaint then. It's just like them chatting on the street about being disappointed that the staff members are leaving.

Original poster

sloanypony · 11/03/2015 21:08

The issue is:

2 teachers at the school my children go to have handed in their notice. An official notification went out to parents today.

Some parents are naturally disappointed (though obviously there is nothing they can do about it). They were, however, expressing their disappointment on Facebook, and named the teachers in the conversation. Nothing other than the fact they were disappointed the named teachers were going, how much they would be missed, etc. Nothing untrue, or libellous.

Next thing you know the school has texted all parents with a note saying that school matters are not to be discussed on Facebook and under no circumstances should teachers be named.

Parents have not signed anything to say they cannot discuss school matters on social media. (This is a separate issue to photographs being published on social media).

AIBU to think the school has an overinflated sense of WTF parents can say on social media?

OP posts:

thoth · 11/03/2015 21:09

Two friends having a conversation about a 'service' they both use, what on earth is wrong with that? People are entitled to an opinion, unless they're out and out lying about their experience.
YABU- maybe sort out your turnover problem?

MovingOnUpMovingOnOut · 11/03/2015 21:10

It does sound like the school are massively over stepping their remit if there is nothing defamatory or libellous being posted.

What are they going to do if you persist? Put you in detention?!

thoth · 11/03/2015 21:11

Hah! X-post, sorry.

School need to sort out their 'turnover problem', but two staff going is hardly an issue in most schools!

MmeLindor · 11/03/2015 21:13

School needs to get a grip. I'd also be a bit worried about what they are teaching kids about esafety, if they are so behind the times on what is acceptable to post online.

Perfectlypurple · 11/03/2015 21:13

Ha ha. I would like to see the school actually try to do something about this if people ignore them - as they should.

LadySybilLikesSloeGin · 11/03/2015 21:14

It is breaking third party confidence though, isn't it? If they were talking about LadySybil's Sloe Gin shop, then that would be OK as they were talking about me. If they were talking about my next door neighbour, then it's probably not OK, my next door neighbour may not be too happy about having details of whatever posted over the internet. Make sense?

scrappydappydoo · 11/03/2015 21:16

Our home/school mentions something about discussing school matters on social media - can't remember exact wording though.
I wonder if there was a sensitive reason that they resigned that isn't widely known and are just trying to avoid speculation.

MmeLindor · 11/03/2015 21:17

LadyS
Yes, but no one can control what someone else writes about them on the internet.

I wouldn't use teachers' real names online, but think the school has overreacted.

Perfectlypurple · 11/03/2015 21:17

No lady Sybil. That does not make sense. I don't know what you mean.

Original poster

sloanypony · 11/03/2015 21:18

Thank you - I tend to agree

I was not the person who posted, nor did I comment.

The turnover problem is becoming an issue, the staff turnover is what I perceive to be above average for a primary school, and I thought it was starting to settle but alas no.

But we are all starting to get a little pissed off at the amount of "spies" there are reporting back to the head re activity on social media, and the way the head is happy to come down so hard on parents over this issue, yet unwilling to address any of the parents concerns, even when they are presented to her face-to-face.

Thanks for the input.

OP posts:

Charlotte3333 · 11/03/2015 21:23

Realistically, though, how is the Head coming down hard on parents? A text and a note home isn't going to prevent people from having chats online regarding members of staff. There's nothing from a legal point the Head can do, it's just them trying to shut people up, which is a bit dictatorial.

LadySybilLikesSloeGin · 11/03/2015 21:24

Tis a tad OTT, using a sledgehammer to crack a nut, hey.

That's why closed groups were created, sloany

Original poster

sloanypony · 11/03/2015 21:29

Its funny you say that Sybil, because when my youngest's year group started, someone started a "group" which we were then told had to be shut down as a "safeguarding issue" (this was a parents group, mainly to arrange social stuff, which did not have the name of the school in the title). The admin changed it to a secret group - a spy then told the head that it still existed - she said (apparently) "we'll see about that" though nothing ever happened (because seriously, what could she do?)

She needs to focus on other things, I think. Staff turnover for a start...

OP posts:

DoJo · 11/03/2015 23:51

I don't think there's any legal recourse to stop people discussing these things, but I can understand why the school and the teachers would rather not be the subject of discussion amongst parents on social media. They can ask (and should do nicely if they want people to oblige IMO), and if you like the teachers concerned and are happy with the school, then it would probably make sense to comply, but I don't think there's much they can do if you chose not to.

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