Turning off Facebook comments may seem like a simple way for your credit union to manage risk, but it can actually create bigger challenges. Keeping comments on and activated gives your team and brand some important opportunities to build trust, respond to questions, and leverage engagement to increase reach and actually improve your reputation online. Here’s what you need to know about Facebook comments and why keeping them on is important.
Authentic Engagement Builds Trust
Social media is designed for two-way connection. When members see that your credit union listens, answers questions, and celebrates community moments publicly, it builds transparency and trust. In fact, consumer and market research shows: 64% of people say transparent, responsive brands earn their trust faster than those that don’t engage.
Turning Off Comments Doesn’t Silence Conversation
Disabling comments doesn’t stop members from sharing feedback–it just pushes the conversation elsewhere. On forum-driven platforms like Reddit, inside Facebook groups, and–even worse–in public reviews, your team actually has less visibility and control. By keeping comments open, you maintain awareness and the ability to contain and respond quickly to any issue that arises.
Engagement Builds Brand Advocacy
Facebook’s algorithm favors posts that generate conversation. Posts with comments see two times higher organic reach on average. By engaging authentically–replying to compliments, answering questions, thanking members–you increase visibility and strengthen community ties.
Ensure Risk + Compliance Are Covered
So–given the importance of maintaining open feedback loops, how exactly can you mitigate risk and compliance challenges? Social Assurance’s Marketing & Compliance platform provides the safeguards your need to confidently engage:
- Centralized Moderation
Track and manage inbound comments and public feedback across all pages in one central place. - Real-Time Notifications
Manage your team’s notification settings to ensure everyone is alerted to what’s pertinent. - Keyword Alerts
Flag specific terms (e.g. “complaint,” “rate,” “fraud”) so your team and review and follow up swiftly. - Preapproved Responses
Make it easy for you team to respond with compliant, on-brand replies to common questions and feedback. - Archival & Reporting Tools
Ensure all interactions (including complaints and issues) are logged for compliance and audits.
Recommended Approach
Looking for next steps? Here are actionable and practical steps your credit union can take:
- Keep comments enabled to provide transparency and create community connection.
- Take advantage of the tools within Social Assurance’s Marketing & Compliance platform to monitor and manage inbound comments.
- Set up keywords within the platform to ensure all the terms you’d like to be notified about are flagged for notification.
- Develop a simple comment response plan (including escalation steps for sensitive topics) to ensure consistency.
- Set up pre-approved responses so your team can utilize them alongside escalation protocols.
- Focus on proactive engagement: celebrating members, spotlighting community partners, and answering questions quickly.
Turning comments off may feel “safe,” but keeping them on (with support from the right tools) builds stronger relationships, greater visibility, and a more trusted brand.
Need a hand with your approach to social media content and compliance? Social Assurance can help. Get in touch to learn more about how we can help.
