In the course of managing social media accounts for an organization, the first thing a social media team needs to understand about using social tools to communicate with the public on the organization’s behalf is what authority they have and don’t have. This is a basic concept, yet people will often feel they are “allowed” to respond to a negative comment they see online about the organization or one of your products.
The danger here is saying something like this: “I work for X and take exception to your comment about our product. The
truth is our product works exactly as specified in the instructions and if you’re having that problem, it might be user error.”

READ CONCLUDING PART HERE: https://mediaaccent..co.ke/2017/10/social-media-management-in-nigeria_41.html?m=1