I think that Go North East's official Facebook page is an incredibly helpful facility given by GNE, but I do feel that it is often mis-used by both members of the public and bus enthusiasts alike (especially, as you say, when the page is not moderated during their offline hours).
It's a shame that very few users of the page choose to compliment specific drivers or services. Someone who has stumbled across the page would immediatedly assume so badly of Go North East, and that's simply down to the fact so many people use the page to criticise services through that facility.
Having said that, if the complaints made to Go North East through this source of social media were to be passed onto the Customer Services department if the person complaining did not want to receive a reply, and only for a service's problems to be resolved, I think it could have the power to actually get Go North East thinking realistically about resolving the issues. I personally do not like contacting the Go North East customer services department through the use of e-mail because you always get the same bog standard pre-written response back. It's incredibly irritating, and while I do admit they must have a lot of complaints to deal with and there just aren't enough hours in the day, it really makes you wonder whether the issue has actually been resolved or not. Perhaps if these complaints were publicly voiced and they received several "likes", Go North East would be more inclined to do something promptly.
As for enthusiasts posting there - it depends on the context. If enthusiasts are posting there for general public enquiries, fair play. If, however, the context of the post is something which should not be dealt with publicly as it's not what the page's purpose is for, then that's wrong. I've previously asked Go North East questions through the use of the messaging system, as I've felt that they're not entirely enthusiast related questions, but they have perhaps drifted out of the public inquiry zone. An example of this would have been the QEH shuttle bus: I asked for timings, if there were any. They said that they didn't have a timetable for that service though, available for public release, as the service is for QEH staff only (which I'd gathered already). Another example is, after a visit to GNE's Deptford depot and having been told to contact Go North East to gain access to the depot rather than to take photos from outside on the public road which I was previously doing, I asked through which medium would I have to contact Go North East to ask for permission to visit the depots. This was most certainly not a public inquiry, so I didn't see why it should have been available for public showing on the page - hence the messaging system. I was given a telephone number I believe and an address to write to. Having said that, I totally disregarded that advice and e-mailed GNE, to receive the reply that it wasn't allowed due to it being a 'health and safety hazard'... Another matter - all depends on who you know on the inside, as always!
I dislike it when enthusiasts try to help Go North East out during their online hours. They're not there to moderate the page and answer questions - Go North East are. During their offline hours, it is good to have an almost 24 hour facility there, but advice given by an enthusiast can often be incorrect or based on opinion, rather than fact. Some enthusiasts have quite a name on that page as their name is seen on an almost day-to-day basis. Members of the public have started to criticise these people rather than be appreciative of their help. Perhaps these rude remarks being passed off by members of the public to the enthusiasts should be a wake-up call to back off a little - but I don't think so! It does make you wonder whether these people have anything else to do when that's all they do, though.
RE: Go North East