SiteSell опубликовал(а) заметку.
Subject line: “Facebook Warning - We have removed your FB Page”. So starts an e-mail the SiteSell Facebook Admins received on June 1st, 2011. There is no warning, though. The page is already down. 16,000 Fans disappeared just like that. No explanation, no details, no recourse.
In SiteSell’s case, Facebook made the mistake, but Facebook didn’t admit it for 26 gut-wrenching hours, despite numerous requests for an explanation or guidance.
It begs the question, as Ken noted in his SiteSell Blog post immediately after receiving the news.
If Facebook can unilaterally pull your Facebook page after weeks and months of work without the right to face an accuser, without any details, what is the value of a Facebook page for business?
Several important “big picture” lessons came out of our hard-knocks experience.
Lesson #2 “Site” Is Core
Lesson #6 Own Up
Full details at this link:
We also put together a list of action steps to take if you ever get caught in a similar situation.
Communication from Facebook is always vague. Still, there might be some hints in the email about the cause for your Page’s removal.
This is a copy of the email the Admins of SiteSell Facebook received.
Subject: Facebook Warning
We have removed your Fbpage: SiteSell from Facebook because we received a report alleging that it infringed or violated the rights of a third party, and/or because we have reason to believe that you are not authorized to represent the subject matter of the Page.
We strongly encourage you to review the content you have posted to Facebook to make sure that you have not posted any other unauthorized or infringing content. Please keep in mind that it is our policy to terminate the accounts of repeat infringers/violators when appropriate.
If you believe that we have made a mistake in removing this content, then please visit http://www.facebook.com/help/?page=1108 for more information.
The Facebook team
Note that the canned message talks about two possible reasons why they took down our Page (violated the rights of a third party, not authorized to represent the subject matter of the Page). Ironically the subject line talks about a “Warning,” whereas in truth your Page is already down. “Shoot first, ask later” seems to be Facebook’s motto.
In other cases we researched, the “Warning” looks slightly different, like in Redmond Pie’s example.
We have removed or disabled access to the following content that you have posted on Facebook because we received a notice from a third party that the content infringes or otherwise violates their rights:
[Page: Redmond Pie]
We strongly encourage you to review the content you have posted to Facebook to make sure that you have not posted any other infringing content, as it is our policy to terminate the accounts of repeat infringers when appropriate.
This email narrows down the cause to one point, a complaint from a third party.
Step 2: Mentally Review The Activity on Your Facebook Page
Your Page is down, so you can’t literally go through the content you posted, as strongly encouraged by Facebook’s “Warning” message. Still, take a step back and think about the activities during the past few months.
Did you do anything special? A contest, a promotion, an event, a new custom tab. anything different from what you normally do. Perhaps there was a post or comment from a disgruntled fan or customer? A dispute with a competitor?
Chances are you come out of this review process with a 99% certainty that there was absolutely nothing that could have justified the Page removal. Good! This gives you a strong position to act upon. because acting you must!
Step 3: Ask For Clarification From Facebook
Do this in various ways.
- Reply to the “Facebook Warning” you received. Explain that you have reviewed your content and there’s absolutely nothing that you see as violating a third party’s rights or Facebook’s terms and conditions. Ask how exactly your Page violated a
third party’s rights.
- Submit the same letter at the form here: http://www.facebook.com/help/contact.php?show_form=page_disabled AND follow up to the autoreply you receive
- Send the same letter to firstname.lastname@example.org - Facebook gives this email address at the link they included in their “Facebook Warning”: http://www.facebook.com/help/?page=1108
Don’t expect an immediate response though. In SiteSell’s case, we didn’t receive a response until AFTER our page was back up about 26 hours later.
Ars Technica, who wrote an excellent article with real-time updates when their Facebook Page was taken down, reported. Facebook has now contacted us and says it's "looking into the specific takedown request that was made."
Neowin, another victim of Facebook’s arbitrary take-down process, received the following clarification.
Thanks for your email. As you know, we received a claim of alleged rights infringement regarding the removed content. Per Facebook's Statement of Rights and Responsibilities, users are prohibited from posting infringing content on the site.
If you believe that we have made a mistake in removing this content, then please contact the complaining party directly with the following information to resolve your issue:
If both parties agree to restore the reported content, please ask the complaining party to contact us via email with a copy of the agreement so that we can refer to the original issue. We will not be able to restore this content to Facebook unless we receive explicit notice of consent from the complaining party.
Basically, Facebook lets you hanging in mid-air, with no clear communication or offer to help. The only remedy is to help yourself.
Step 4: Spread The Word And Ask For Support
The more established communication channels you have, the better. But even if you don’t have a blog, a subscriber list or a Twitter account with a big following, you can still spread the word.
Summarize Your Story and Publish It
If you have a blog or website, summarize what happened to your Facebook Page, like Ken has done at SiteSell’s blog. Your article is your base line, needed for further spreading the word.
You don’t have a blog or website? Create a free account at Blogger.com Or use the “Notes” tab at your personal Facebook account. Talk about beating Facebook with their own weapons :-) But make sure to save a copy of your story on your computer. Facebook also shuts down personal accounts.
Post a status update at your personal Facebook account. Spruce it up with an image to make it stand out in your friends’ news feed. Link to your story for background information. Ask all your friends to tweet, post, blog about it.
Ask them to send an email to email@example.com, expressing their disgust about taking down your Facebook Page.
Tweet the story to the media, with a link to your article, like the example below.
"@CNN Facebook removes Canadian Company Fanpage with 16000 fans, no reason, no chance to defend. Are FB pages worthless? http://bit.ly/jpc1Cd "
Post to Social Media Expert’s Facebook Pages
We received some helpful tips from Mari, for example this article by Joanne Stewart.
Do you know anyone who works at Facebook? Perhaps you were in contact with the Facebook Ads team? Send an email to those contacts. Ask them for help.
Step 5: Say “Thank You” After You Get Your Page Back
In SiteSell’s case it took 26 hours to have the Page restored. In other cases it took days or even weeks. However long it takes, remember to post an update to your story. Thank your friends and supporters for their help.
We at SiteSell are immensely grateful for all the support we received. Cause enough pain to a company that is much bigger than you and you can change their minds.
Please let us know about YOUR experiences in the comments section below. How did or would you deal with a removal of your Facebook Page?
Give Me My Facebook Page Back!