Westpac has been criticised by social media experts after it was found to have been censoring comments made on its Facebook page by irate customers, after the bank raised mortgage rates despite the RBA keeping the official cash rate on hold.
The incident has once again raised the debate over whether businesses should censor disparaging comments made on their Facebook pages, or allow them to remain in the interests of open discussion.
James Griffin, co-founder of online reputation management company SR7, says while it depends on the context as to whether a business should censor messages, most of the time it's not a good idea.
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