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Tools to publish better content: All the metrics for positive interactions (likes, comments, shares and clicks) and negative interactions (hide post, hide all posts, report as spam, unlike page) have been aggregated into a post-specific score card. Facebook says this lets marketers evaluate positive and negative metrics side-by-side for each post. Insights about people interacting with your page: Page Insights now allows administrators see not only who they’ve reached but also who they have engaged. This should be useful for figuring out how content resonates with different audiences.

the best approach may be to get your fans to support your reputation for you.

Reputation defenders will do anything from passively monitoring social media to creating paid, positive reviews in order to counteract negative posts - and dominate the first page of search results. (For more insight on how the process works, see Brian Proffitt's post: Inside The Mysterious World Of Reputation Management.)

Wyer's advice for businesses looking at negative reviews is to stay positive. In almost every instance, an aggressive rebuttal will look defensive. “Our experience is that, in most cases, this approach only antagonizes the attacker and this, in fact, can escalate the online conversation, accusations and attacks.”