House rules in blogs and social media are often called netiquette, and they define the tone of communication, describe undesirable content and disclose how it is dealt with.
As an example, here you can find my own “Notes on Commenting” for the PR Doctor .
Here, for example, are the blog rules of the GLS Bank.
Here you can read the comprehensive and clearly structured facebook data "rules of the game" in the company magazine of Stadtwerke Neuss .[1] This also includes information on data protection. Incidentally, it also states at what times the corporate communications staff are available, why the comments are moderated in the first place and why it can take a little longer outside of office hours. Defining certain times is now possible and accepted on the web and in social media. After all, no one can demand that an online team be on duty around the clock in small and medium-sized companies, for example. (It goes without saying that there should still be an early warning system for worrying developments.)
[1]Disclosure: Stadtwerke Neuss is my customer.
“... and what about comments and posts on the Facebook fan page, for example?”
Of course, you also exercise your house rules in your social media accounts within the framework of the terms of use of the respective platform.
Here is an example of netiquette on the fan page of Stadtwerke Neuss .
This is how Deutsche Bahn Personenverkehr solved it on its Facebook fan page .
Third example: The netiquette of the Vodafone Germany fan page .
The same applies here: if the rules are defined, it is clear to everyone involved. Apart from that, certain comments are out of the question based on common sense alone, and (almost) everyone will understand if they are deleted. Others, however, require more sensitivity, and different people's views can be very different. This is of course especially true for politically or socially particularly controversial topics and areas.