Our local council has a presence on social media. All sorts of rubbish is written there, showing (and to some extent propagating, for it acts somewhat as an echo chamber) a total misunderstanding of the councils role, obligations and limitations.
I know someone who has responsibility for updating and responding on behalf of the Council and they are given some advice on how to manage awkward customers. It occasionally gets personal and it is very hard to not give as good as you get, but they just have to grin and bear it and remain professional, at times in the face of fairly extreme provocation.
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