Facebook has been a fantastic help to museums who want to be able to share their stories and events with visitors, members and fans. But there are a few AIM members who have run into problems, and not necessarily the types of issues you might expect.
Facebook has transformed the way we can share what we are doing with our visitors and how they can share it with their friends. Word of mouth is a very important marketing route for most museums and Facebook has made that even more so, and easier to track. It is very visual which is great for showing off our collections and the great time visitors have with us. It also lets us hear directly from our visitors.
But one AIM member has been in touch with us recently because they lost control of their Facebook page to a dissatisfied, former volunteer, who was the only ‘administrator’ of their Facebook page. A few simple steps can prevent this problem occurring. Facebook requires that in order to have a company ‘page’, you must start with a personal page. Your company page will always be tied back to this personal account. However, it is possible to make multiple people administrators of the company page, provided each person has their own personal account. Having done this you will be much better protected from an individual taking over your account and impersonating your museum. It will also mean you won’t be locked out of your Facebook account, should the one administrator be taken ill etc.
In order to create multiple administrators, visit the Admin Panel on your museum’s Facebook page and then select the drop down menu ‘Edit Page’. In the drop down menu, select ‘Manage Admin Roles’ and click on the button to add new admins.
But what do you do if you have already lost control of the page and attempts to negotiate a solution with the other person haven’t worked? Bite Social Media were able to help us advise the AIM member this happened to. They explained that the first thing that needs to be done is to lodge a claim against copyright with Facebook. The Facebook Copyright Policy allows a user to report infringement of intellectual property, including copyrights and trademarks. This would include using your business name, trademark, copyrighted content, and/or custom URL on a business page.
If you someone has set up a fake account – a Facebook page that purports to belong to your museum, but is nothing to do with it – the problem can be reported to Facebook. https://www.facebook.com/help/174210519303259#How-do-I-report-a-fake-account-that’s-pretending-to-be-me-or-a-public-figure. It is also possible to ask Facebook to combine multiple accounts relating to your organisation, if there is more than one legitimate account. The advantage of this over just deleting the surplus accounts is that the ‘likes’ can be moved over to the account you wish to keep instead of getting lost.
Facebook can be slow to deal with, but you should be able to sort out any problems with them with a bit of perseverance. Please don’t let this blog put you off starting Facebook if you haven’t already. You only have to visit some of the great Facebook pages of AIM members to see their enormous potential in helping you connect with your visitors.
We would be very pleased to hear about anyone else’s Facebook woes or triumphs. Please leave a comment on the blog or email firstname.lastname@example.org