These days when everything seems to be Social Media, or shown as a Community Manager from his mother that bore him, it seems relevant to return to the basics of managing communities of practice, and in particular the primary concepts adapted to this network social to everyone go: Facebook. It was said long ago the uniqueness of user behavior on social networks, where the love-hate relationships are confused. No matter which of the 3 stages of social networks you are, you always have to deal, if you are manager of that community, with criticism, more or less intense. Note that if you are a manager of community - community manager - have a responsibility, not to mention if you manage a business page. In addition, Facebook has a differentiating factor with respect to the veteran community of practice, and is that socialization is a must, understanding socialization customizing the message, beyond their shared experiences and insights. But hey, they still can apply basic management rules of the talks, let's see ... 1. Identifies and blocks the Flame Warriors, because these characters are a dangerous version of the trolls, that social networks are its most valuable battlefield. It is here where they develop all their arsenal, when accessing a page of fans to "whatever" and achieve their purpose (ride row) to the first comment. In the old forums lasted half a second these characters, but with Facebook pages, managed in many cases by moderators apprentices, which is only concerned with adding friends and say good morning, rampant, riding real crisis. Identifying them is really simple, usually enter "sack", as a fan of Barca in a forum of supporters of Real Madrid. Do not hesitate: complaint, block, delete, you do not shake the pulse. 2. Ignores the trolls, as always, but only at first, and remains alert for unsuspecting gets the reasonable adherents. These characters are usually very adept at making space in the user community, giving Vaseline for left and right, little by little, to thrive, and introducing elements of doubt, discussion and, ultimately, break the community even more efficient than a flame warrior. If you see the character is strong in your community let them know you have depth, causing hidden instincts to manifest, to show the bad blood that has inside and expose it to other users. It is very important not to miss even one, the first glimpse of attempting to sow discord in the community parallel at once. By the very nature of trolls, is better in principle do not delete anything, but leave them in evidence. Then, when they manifest, and we apply the third degree: delete comments. Again, for the excessively personal Facebook, for the candor with which these spaces are close to users, it becomes more difficult to control this type of "social animal". 3. Check all links. It is customary to "place" URLs shortened links in social networks, accompanied by a bland comment, it may take as relevant and actually be a "flame" surreptitious advertising pure and simple or critical to your homepage or objectives. If the link is not absolutely relevant delete it without mercy. This is not to block publication of links on the wall of your page or group, because it is about sharing and socializing, but if you check them manage the community forever. 4. Eye in photos with tags that do not serve spam or external links to sites critical of opponents or your community. It is quite common for users to tag in photos that are not such. This will get two effects: the actual user piss and introduce external elements to your community, in some cases negative, all very simple, almost opaque, but with very bad temper. The way to solve any problem in this regard is to edit the photo, where you can remove tags added and, ultimately, eliminate and / or re-raise. 5. Always answer the questions. In the old forums had a cancer: unanswered questions. This, in a forum that is almost part of their idiosyncrasies, Facebook is prohibited, especially if you have some responsibility in the page or group efforts. Answer all questions (reasonable) raised by users of the community, are supposed to be there for something, and the network's success will depend very much of its usefulness, let alone if you manage commercial and home pages, especially political parties. 6. Actively involved. It is assumed that a social network is that, social. You do not have to tell your life but if you keep the community life, not only announcing new events or disseminating press releases, for example, but generating opinion, looking for interaction, trying to learn from your users, resulting in healthy debate, fostering customer loyalty. So, your goal is not like your community but who visit daily, and that can only be achieved if you manage to become that, in a community, not just a list of fans. 7. Distinguish between individual pissed off and smear campaign. Have long to light several critical cases of poorly managed company career pages, where the community manager introduced elements of personal opinion, he lied, tried to manipulate, of everything except what had to be done. In large part this was due to poorly digested a claim, if understood as a smear campaign. And it is assumed that a community manager is the facilitator of a brand, then it must also know how to handle criticism and also do not have to re-discover the wheel. If it is, or seems, a dissatisfied customer, you must address as such channels offering a solution to your problem, especially considering that until they are channeled your management is public and can lose much more than that customer. 8. "Be water my friend". Take a deep breath and not get carried away by emotions, not just respond or act to find a "possible" problem. It analyzes the user, check your history on Facebook, study the message and compare it to like. Only if you are sure that you have to act "levers" do in the meantime take a coffee and watch his next move in perspective.