Archive | May, 2012

Facebook Pages has now administrator roles

31 May

Recently Facebook release feature allowing Page administrator to assign administrator roles. Available roles are Manager, Content Creator, Moderator, Advertiser and Insights Analyst.

This feature is handy for controlling permissions in bigger corporations with large teams.

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Like Facebook Pages directly from a post?

30 May

AllFacebook has reported that some users has gotten option to like Facebook Pages directly from a post. Have you seen this new like button on any posts from brands?

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Switch region on Global Pages for Facebook coming soon

30 May

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Facebook might soon launch a new feature for Pages that will make it easier for brands to work with local presences on a global brand page and thus maintain brand consistency.

The feature also automatically switches the page based on your current geographical location (geo-targeting content). Currently it´s being tested but you can check it out exclusively on the Facebook Marketing Page.

Mindjumpers explains in a blog post in more detailed how this new feature would work

“Combining local presences on a global page enables brands to create a more consistent communication as well as reaching and interacting with as many fans as possible. At the same time, they can customise and geo-target specific messages to its local markets. With the new functionality, users can choose to switch region themselves. A person based in e.g. Germany might be interested in seeing content relevant to e.g. the British market. This isn’t possible with the present geo-targeting of status updates, but with the regional filters, people will be able to access any country-specific content, just by switching to the country in question in the drop-down menu.”

The global Page and all its local Pages should share the same number of Likes (Fans), only the People Talking About number should vary from Page to Page.

Questions that comes to my mind; when is this features rolling out and can regional pages be merged to a global brand page with regional presence?

Adobe white-paper “Going global in a social world” explores also brand consistency and identifies central and regional options for Facebook page structure and immediate advantages/disadvantages:

Centralized page structure (global page with regional content)

Advantages

  • Strong corporate control
  • Single page to tell your brand story
  • Geo-targeting capabilities for wall posts, ads, and applications
  • Centralized, easy-to-find location for customers to interact with your brand on Facebook
  • Centralized content distribution channel that reaches and connects all fans
  • Larger consolidated fan base

Disadvantages

  • Occasional language and cultural misunderstandings that can result from one global Facebook wall
  • Limited country-level engagement data, which might be necessary for many brands
  • ‘Challenges moderating multilingual, multinational fan comments
  • If regional resources do exist, granting them the access and control they want can be more challenging

Regional page structure (regional pages)

Advantages

  • Increased control and responsibility for local marketing resources and less responsibility for the corporate team (required degrees of corporate oversight can be maintained by controlling all pages through one social media management platform)
  • Simplified moderation and customer service responses
  • Robust country-level engagement data
  • Simplified content targeting for locally relevant brand messaging
  • Ability to publish corporate or globally relevant content to multiple pages at once through a social media management platform
  • Locally relevant cover photos for different regions or countries

Disadvantages

  • Fragmented fan base can make it harder to reach all fans with globally relevant messages
  • Distributed page structure may confuse fans and potentially dilute the brand story for regional pages
  • If fans “like” your primary English-language page rather than their regional page, they might miss some regionally relevant content

Other sources that have written about the new feature:

 

Facebook has announced a brand new Facebook Camera, the new “Instagram”

28 May

The app has a newsfeed just like the full Facebook app, but its focus will be your friends’ photos. You can like and comment on pics just like you would on full Facebook. Click the “Me” tab to see photos in which you are tagged.

To access photos stored on your phone, tap the filmstrip-like row of photos along the top bar. That will expand to show you all available pics. Tap one to create a Facebook post with tImagehat image, or tap the shaded arrow to add multiple pics to a single post. To take a new photo, select the camera icon on the top left. You can also comment on and tag photos before posting.

The full article can be found here http://www.pcmag.com/article2/0,2817,2404867,00.asp

21 May

My colleague Mats Adamczak analyzed the 4SQ (Foursquare) users on Aland Island and honored I found myself at top. A translated version can be found at http://translate.google.com/translate?js=n&prev=_t&hl=sv&ie=UTF-8&layout=2&eotf=1&sl=sv&tl=en&u=www.mazocialmedia.com&act=url

Mazocialmedia's Blog

Det är betydligt knepigare att få en sammanställning av foursquare användarna än med twitter. Jag har gjort ett försök och jag borde ha täckt in de flesta användarna eftersom jag är foursquere vänner med ganska många ålänningar. Jag har tittat på mina foursquare vänners vänner och visst är det fullt möjligt att det finns små isolerade 4sq vänöar, som jag inte känner till… Jag hoppas att om någon vet med sig att de är aktiva på foursquare och inte hittar sitt namn på listan att de tar kontakt.

Trots att det finns en stor representation av generation Z så har det inte slagit igenom på samma sätt som på twitter listan, för de ligger ganska långt ner på top50 listan. Det man ser tydligt att det är IT sektorn som dominerar ganska totalt i toppskiktet och speciellt hos paf har 4sq ett starkt fäste. Hela 18 personer på paf ryms…

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Examples of Social Business ROI – Customer Service

3 May

Peter Kim, from DachisGroup published in early 2012 a great blog post –  101 examples of Social Business ROI – and I stumbled on this while doing research for an internal presentation regarding social media and customer support and as the rules says; good content deserves good attention.

Some examples of Customer Service in Social Media are

  • AT&T. Community: 21,000 customer issues resolved, driving16% improvement in call deflections year/year. (Lithium Technologies, 2011)
  • Cisco. Community deflects 120,000 support cases each month. (Lithium Technologies, 2011)
  • Cerner. Community resulted in 13% fewer customer support issues logged. (Jive Software, 2011)
  • giffgaff. 100% of questions answered by community members in average time of 93 seconds. (Lithium Technologies, 2011)
  • HP. More than 4.6 people have told HP that the forum solved their support issues, which HP says makes customer happier and saves the company millions in support costs. (Forrester, 2010)
  • Mint. 75% reduction in number of support tickets via sCRM solution. (GetSatisfaction, unkn)
  • National Instruments. Community resulted in 46% of all support questions answered by peers instead of support. (Jive Software, 2011)
  • Orange. Listening: saved a few million euros in support costs and helped avoid several potential PR problems. (Forrester, 2010)
  • Rhapsody. 50% decrease in support costs and 53% decrease in weekly support contacts via sCRM solution. (GetSatisfaction, unkn)
  • Sage Software. Community drove a +20 NPS increase. (Lithium Technologies, 2011)
  • TurboTax. 71% likelihood of customers interacting with @TeamTurboTax (Twitter support) to recommend TurboTax. (CoTweet, 2010)

101 Examples of Social Business ROI from DachisGroup http://www.dachisgroup.com/2012/01/social-business-roi-examples/

Poll: Are you using Foursquare?

2 May
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