Facebook stuff

Re: Facebook stuff

Mark Hedberg — Fri, 08 Apr 2011 18:53:59 GMT

Would it? They'd take it off, maybe...and then go on about how that "evil vet with lots of money hired solicitors to shut me up so THERE!" and so on.

Or perhaps I take too dim a view of human nature. :p

Re: Facebook stuff

Arlo Guthrie — Fri, 08 Apr 2011 08:09:40 GMT

This is the first time I've seen negative commentary about someone I know (well, sort of know, anyway), and it somehow makes it much more real than hearing about it happening to some large company.

Must say, I'd be absolutely bloody furious if something like that was written about me. Madder than a bunch of madmen on 'mad night' at the local asylum. I'd probably be hurt too, though I suspect you have a thicker hide than mine, JGW!

Looking at it more clinically, the downside of facebook is that there seems to be no automatic right to reply on someone else's 'wall'.

In this case, the author has 133 friends. One has to think how many of those:

a) have read this commentary
b) are a client of yours, or possible future client (ie live in the local area / have or will have a pet)
c) believe what they read, and are influenced not to use your practice as a result of this commentary.

I would guess the number is very, very small. However, ONE lost client is presumably worth thousands to your practice.

As to what to do about it. I guess to some degree it depends on the answer to the question above.

Personally, my inclination would always be to try and overcome my irritation, and be conciliatory. I'd write to the client 'without prejudice' (as opposed to ringing them) and explain why I feel their commentary is unfair and asking them nicely to take it down.

If that failed, I'd either let it wash over, or I'd take advice from a solicitor. I suspect a firmly worded 'cease and desist' would be enough to stop most people venting their spleen on facebook.

Re: Facebook stuff

Stephen Courtney — Thu, 07 Apr 2011 21:12:01 GMT

Facebook can be a lot of fun and has helped me reconnect with numerous friends who have scattered over the world.

We have had some instances at work where staff members have indiscretely posted items that ought to have remained confidential - cutesy puppy pictures etc - which the Boss stamped on pretty quickly, with no harm done.

We have a practice page, as do many of our neighbour practices.

I am sure everyone is alo aware of various stories where people have been indiscrete on Facebook resulting in dismissal. It is an instant medium, and it is wise to keep an eye on your virtual friend list, and always thing twice before posting. a bit like emailing too - never fire off ranty emails in the heat of the moment, you can never reel them back in if you have a change of heart!

Regarding defamation, it is probably best to let it wash on by. You only have to read the moronic public commentary that newspaper sites have allowed to be attached to articles to realise that the interweb allows free reign for idiotic self expression on a vast array of subjects, and no one issue is likely to attract attention or stand out from the crowd. Suing morons for libel and defamation could however bring exactly the kind of attention you probably don't want.

On the other hand, if you feel strongly enough, sue the gobby morons righteously and I'll applaud, my moron tolerance limit for the year has already been exceeded and I'd enjoy seeing some come-uppance delivered!

Re: Facebook stuff

J G Wray — Thu, 07 Apr 2011 12:45:25 GMT

Latest -

From BVA helpline. The publication of this material on a medium like Facebook is a libel if defammatory. This is a specialised area of law. There is a remedy recognised as ending a libel if a defammatory piece is taken down and apology made. Seeking to quantify and prove any damage consequent upon a libel is the expensive bit.

Alternatives are ignoring it, and going to Facebook and pointing out the misuse of their site. There is a regulatory body of sorts, more detail anon when helpline can get back.

So, not an entirely sterile area.

JGW

Re: Facebook stuff

Gillian Mostyn — Thu, 07 Apr 2011 11:50:25 GMT

Having looked at the thread, the client has actually made themselves look bad as they do mention that they expected treatment immediately but didn't have any money to pay for it. That immediately gives some idea of this client's attitude. I would agree that the comments about the other vet's opinions are more worrying - I assume you have told them? All goes to prove that you can't always (ever) believe what the client says...

These things are frustrating but I do think intelligent clients can read between the lines. The rest? They'll have forgotten by tomorrow anyway!

The best way to handle these things is to ignore them. I had something similar happen to one of my assistant vets - very annoying!

Re: Facebook stuff

J G Wray — Thu, 07 Apr 2011 11:41:44 GMT

[quote user="Laurence Webb"] VDS may have some advice about defamation too[/quote]

Latest - VDS don't really see it as their bag unless there's a complaint/legal consequence. Awaiting callback from BVA. Will discuss it with legal "friend" before I switch the bedroom light out tonight.

I'm just interested, but suspect as you and others that there won't really be anything practical to do .

JGW

Re: Facebook stuff

Laurence Webb — Thu, 07 Apr 2011 10:30:43 GMT

Facebook can be used as a positive marketing tool - if clients 'like' your page then they will get updates via facebook whenever you update the status. You can use it to let clients know about promotions, a local parvo outbreak or other things of interest - this month we're jumping onto Bayer's bandwagon so those who follow us on Facebook will get a message about lungworm. We've currently only got a handful of followers but in time we could take over the world!

You can disable comments from other people on the facebook page so it's up to you whether you use it just as a noticeboard that you have control over or allow other people to write comments. If you do the latter then you have to accept that not everyone is going to write positive things and the most vociferous people would probably be those with an axe to grind.

What you don't have control over is people independantly setting up a 'hate' page. If they're making untrue allegations then you could persue legal avenues but that may be both costly and end up drawing more attention to their cause than muttering darkly under your breath and doing nothing would do. I don't know what, if any, action Facebook would be prepared to take (eg removing the page). Trying to find out who is disgruntled to try to resolve things through 'normal' channels may be appropriate depending on what the issue is.

It will certainly be interesting to hear what your friend and the BVA recommend as the negative aspects of the internet is something that we're all going to have to deal with eventually. VDS may have some advice about defamation too

Re: Facebook stuff

J G Wray — Thu, 07 Apr 2011 07:35:45 GMT

[quote user="Laurence Webb"]Does your practice have a facebook page where a client has left derogatory comments, is it through a network of 'friends' or have they set a "We hate JGW" page and if so how are they promoting it?[/quote]

There is a "we hate JGW" page. If you would like to see it then contact me off list and I'll provide details. Add a comment if you like.

There is a statement in the postings by the ranter ex-client about another practice which is totally inaccurate. In other words the ranter has extrapolated and attributed inaccurately from an innocent third party and stuck it up there, so ignore that bit and concentrate on what is said about me and my practice.

I cannot see how a Facebook page can promote client footfall beyond getting "friends" to post eulogies and interesting tales. But, if you do that, then you're inviting the opposite as well.What is clear is that should you put up a Facebook page you will have to constantly monitor it if you wish to have a place for client references. What a drag.

As for doing something about it, then the obvious is to let it wash over me. I can do that. However, I have taken the trouble to get our notes together in case of a complaint. I have aslo obtained screenshots of the Facebook stuff, because I think it will help to defend my actions should I need to. I am not complacent.

I have asked a real rather than virtual "friend" to find out what the current view is about getting this sort of thing dealt with. It may be a prohibitively expensive exercise, but I shall report back if there are any tips or hints from legal beagles and I shall ask the BVA helpline at some point today. More anon.

Incidentally, I don't see a lot of difference between the rant I'm referring to and some of the monumentally indiscrete stuff on this site. Facebook may have a less focussed reach, but it is to my client base. This site only reaches colleagues and future employers.

JGW

Re: Facebook stuff

Laurence Webb — Wed, 06 Apr 2011 23:03:48 GMT

Could you exlain more? Does your practice have a facebook page where a client has left derogatory comments, is it through a network of 'friends' or have they set a "We hate JGW" page and if so how are they promoting it?