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Is Your Biz on Facebook? Read On

What do Facebook’s changes mean to your business?

Shane Oosthuizen

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If you keep your eyes on the social media forums as much as I do, you’ll no doubt have seen reports about Facebook making changes to its newsfeed structure.

These changes will allow users to select which stories they would prefer to see on their newsfeed.

But what do these changes mean for Facebook business page owners?

The updated look features a more app like feel with navigation icons to the left of the newsfeed stream.

This look will be consistent across desktop, tablet and other mobile devices.

Facebook has begun the rollout for desktop to developers in the US, but the mobile rollout will come further down the road.

Making navigation simpler

According to Facebook the main reason for the redesign, is to make it easier for users to find what interests them. Mark Zuckerberg compared it to a newspaper – If users just want to see stories about Wall Street they would flip to the business section.

Related: The New Rules to Getting Your Facebook Updates Noticed

Likewise, if users only want to see stories about their friends they can flip to the “All Friends” view on the new Facebook newsfeed.

To navigate between newsfeed streams users can click on a drop down located on the upper right navigation under “Newsfeed.”

Facebook seems to think that the separation of news feeds does not necessarily lead to a negative impact for business pages.

Under the “Following” newsfeed, fans now have a place to go to see only those posts from pages they like and those they follow.

The thinking being that if a user physically clicks on the “Following” feed, they are actively seeking out consumer-orientated content and are much more likely to want to interact with it, versus having it placed in front of them when they are looking for content from their friends or family.

So in that regard, the separation of these newsfeeds could actually result in increased engagement for business pages.

Will users ever look at the business newsfeed?

But here’s my quibble – will South African Facebook users ever view the stream reserved for pages they have liked? I.e. – YOUR business page?

Facebook has assured advertisers that sponsored stories and posts have the ability to show up in any of the streams, including the “All Friends” and “Photos” feeds.

Businesses can take advantage by advertising posts featuring photos and videos, which now take up a larger portion of real estate on the newsfeed.

This is a plus point in some regard, but does it mean a rethink regarding Facebook marketing practises?

Likewise, standard ads on the right hand side appear to be more prominent on the new design.

From the images I’ve seem, the images seem to be slightly larger as well and when there is a call to action button it is very easy to see and click on.

But it still begs the question – will businesses benefit from the newsfeed update, or will they see a dramatic drop in reach as a result?

Facebook says “yes”

According to Facebook, the update does not affect Facebook’s EdgeRank algorithm. This means pages still have the same opportunity to make it into the general, default newsfeed (generally speaking posts reach 15-20 % of a page’s fans organically).

The EdgeRank algorithm takes into account three things; affinity, weight and decay.

  • Affinity is the result of the user’s relationship with the object posted and the person or page doing the posting. The more often users have engaged with the page and with similar types of posts the higher the affinity becomes with that object.
  • Weight is determined by the type of object; whether it is a photo, video, link etc. Photos tend to carry greater weight on Facebook because they generate a lot of engagement.
  • Time decay comes into play as a post ages, the older the object the lower the value.

Tailor your content accordingly

Bearing that in mind, business pages will still have an opportunity to appear in the main newsfeed as they did before, but more emphasis will need to be placed on creating quality, EdgeRank beating content, and less on product and price.

The redesigned newsfeed has the potential to benefit business pages considering the larger images and more prominent ad displays.

Otherwise in the end it’s about posting relevant engaging content that will encourage followers and fans to interact.

Figure out what has worked for your page now, and start considering the impact of the newsfeed update.

Don’t be afraid to try new ideas. You’re going to need them.

Shane Oosthuizen is currently the chief copywriter at one of SA's leading digital agencies. Having spent a number of years in the creative arena, he has forged a reputable authority in the South African social and online marketing community.

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Online Marketing

Putting The Brakes On Insta-Fakes

A huge following means nothing where there is no trust.

Daniella Shapiro

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Is it possible to buy friends? In the realm of influencer marketing, some brands seem to think it is. Let’s call a spade a spade: paid-for likes and shares create what is essentially a fraudulent illusion of high product endorsement.

“Sponsored” tags embedded deep within posts’ comments sections are inevitable. And because higher following means more attention, everybody feels the pressure to keep up. However, once an influencer is exposed as excessively using bots to generate traffic, they are black-listed. So it’s a catch 22 for brands who lack true grit. Most importantly, consumers value brand authenticity. A huge following means nothing where there is no trust.

Keeping it real is the new deal

Brands may find themselves treading a fine line, because influencer marketing has gone mainstream and is highly lucrative, bringing in almost $2 billion revenue in 2016, often delivering an 11x higher ROI. Of course, paid endorsements are almost old school now; they are common practice, and marketers have come to depend on this tactic.

32% of marketers say they cannot live without them. Nevertheless, there needs to be a balance between showcasing high-end popularity, but also communicating brand experience from everyday people. Relatable feedback builds connections between consumers and brands. Trust in a brand is invaluable in the long term.

Related: How To Become A Marketing Influencer Before You Turn 30

Living the dream?

With great power comes great responsibility. If you could buy likes and followers at a vending machine, would you? Well now you can, in Moscow, via credit card none the less.  This seems a far cry from the good old days of word of mouth brand recommendation. What happened to an endorser epitomising what the brand stands for, having actual connections to and experience of the brand? Consumers want true stories, relatability, and can tell the difference between what’s hot and what’s “bot”.

Cautionary tales

New measures are being taken in an attempt to weed out fake media frenzies. The Federal Trade Commission (FTC) has sent “reminder letters” to some major influencers due to inadequate disclosure of bought advertising. The FTC now requires that more restrictive guidelines be followed, including disclosure in the first three lines of text of a post. Sanctions of up to 20 years have been imposed for inadequate disclosure.

Positive reinforcement

One suggestion is to shift the focus to incentives for disclosing paid-for sponsorship; for example, boosting posts that make disclosure. Instagram is moving towards a standardised disclosure process. Posts may soon include a tag disclosing paid partnership which also allows partners to view data relating to engagement.

Problem children

Bot spotting is easy for the savvy consumer. Extreme peaks and lows in comments and engagement disproportionate to the number of followers per user generally indicate misleading marketing ploys.

Instagram has unfortunately created the perfect environment for “pod problem”. Some influencers use Instagram’s algorithm to increase their visibility in Instagram’s Explore tab. This is done by joining with other influencers in a mutually beneficial relationship to make daily comments on each other’s posts. This increases engagement numbers and visibility. False brand competition and, ultimately, a disconnect between brand and target market are the undesirable results.

Related: The Launch Of Instagram TV

Elementary

The most vital element in the brand-consumer relationship is authenticity.  This is not a new concept, but it is refreshing to step back and recognise what matters. Brands with foresight see further than likes and shares. People want integrity and ethics from brands that are relatable to real lifestyles and needs. Quality brands will generate engagement because of what they stand for, without the need for grandstanding.

All we can hope is that with any new trend, the kinks get ironed out and these #ad posts get less #annoying and more #authentic.

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Online Marketing

Crisis Management: Fail To Prepare, Prepare To Fail

The secret to a successful reputational risk management programme depends on leaders’ ability to move with agility as they respond to the immediacy and uncertainty of social media-fuelled crises.

Jordan Rittenberry

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The always-evolving communications environment has intricately linked reputation management with the digital world, and executives must now realise that brand perception functions more like a real-time trading desk with 24/7 news, social media and online conversations shaping brand perception without the participation of organisations.

Put simply, managing your reputation must be an active, ongoing strategic investment that starts well before any risk or crisis begins. Plans and procedures will prove useless if introduced as a crisis erupts. Preparedness planning needs to start at executive level with reputation management practices being built into the fibre of every business at every level.

The secret to a successful reputational risk management programme depends on leaders’ ability to move with agility as they respond to the immediacy and uncertainty of social media-fuelled crises, which cannot be overstated as social media gaffes are occurring faster than we can write case studies to learn from them.

Establishing a preparedness programme

Handling a reputational challenge or crisis effectively starts with recognising the warning signs early. With an established programme, guidelines and procedures in place, your organisation can keep its finger on the pulse of conversations. This allows you to begin what’s known as the OODA loop (observe, orient, decide and act), quickly and nimbly during a crisis.

Recent data shows that 28% of crises spread globally within one hour. The very action of participating in a crisis exercise helps build “muscle memory” and organisations that effectively navigate a crisis are ones with detailed crisis management plans that they are familiar with.

Establishing protocols and systems ahead of a crisis, and then testing and training on them provides discipline and structure.

If the first time you’re reading through a crisis plan is during an operational or reputational crisis, you’re going to be behind the curve and with the pace of today’s digital age, it will be hard to recover.

Related: 10 Laws Of Social Media Marketing

Building a digital foundation

In times of crisis, reaching out to those who count the most to your organisation is critically important. This goes beyond determining who has the most followers on social media as people often confuse influence with reach. The former can be defined as the degree to which someone can inspire others to do something.

To prepare, first identify core groups ahead of time: loyal fans, industry influencers, key opinion makers such as journalists and bloggers, and those who aren’t fans. Knowing potentially negative influencers such as those who might be sceptics or critics is equally important as knowing positive influencers.

Consider online monitoring to be your first line of defence to gauge messages about your organisation. When set up in advance, this monitoring provides an understanding of your overall perception and it allows you to adjust quickly to conversational trends.

There is no “one size fits all” content strategy for a crisis. The sooner you can identify and engage with those who matter, the sooner you can begin tackling the situation directly.

Taking control

When you’re at the centre of an unfolding risk, you must demonstrate a strong voice to counteract the forces of social and traditional media that will quickly shape the narrative. Press releases and news conferences are insufficient to meet expectations for content that exists online.

Leveraging strategic content within the context of a crisis forces you to question how you are engaging your key stakeholders and audience beyond a simple text response.

Your owned media properties, particularly your website and social channels, serve as critical tools to provide information that frames the issue from your perspective, addresses misinformation and, if necessary, apologises for a situation with a clear action plan.

Related: Why Your Business’ Social Media Marketing Strategy Is Probably Wrong

Our goal, as a leading communications marketing agency, isn’t to teach an organisation how to simply tweet through a crisis. Rather, we expect our clients to walk away with first-hand experience of working under rapid-fire crisis conditions that mimic an accurate scenario.

There’s a great deal of nuance around effective crisis and reputation management, including what corporate responses are suitable for different crises. Don’t go it alone. Invest in a partner, which has a deep understanding of the complex variables that have a long-term impact on the public perception of your organisation.


Five variables to address ahead of a crisis

  1. Who have we maintained consistent relationships with? You must make friends before you need them. Develop a list of important online and traditional stakeholders and maintain steady communications with this group during the quiet times.
  2. What is your threshold for who is influential? Be aware of the fact that there are people who reside outside your list of key stakeholders who are nevertheless influential and could have an impact on your business.
  3. How quickly does a conversation need to build up steam to warrant a response? The internet and social media now reflect thousands of smaller voices who can find each other and amplify a message. Recognising how conversations gain critical velocity is imperative to gauge when to respond and a crisis partner can help in this scenario.
  4. What is the timing of your response? You don’t always have all the answers and that’s okay. Often, a community just wants to know that you’re listening to them.
  5. Where will you publish a response and notify stakeholders? Sometimes, a response on Twitter, or Facebook proves sufficient, although other platforms such as a website or a blog helps to frame issues more comprehensively. A crisis partner will help determine the best way forward.

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Online Marketing

Why You Should Sort Your Social Media Policy (Like NOW!)

Strong social media policies are needed to prevent such behaviours and should always be considered when setting up and expanding your business.

Entrepreneur

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With 2 billion active users on Facebook alone, sharing our toils, tribulations and triumphs online is becoming second nature. There are, however, downsides to the rise of social media. Habits online have the potential to affect your work and your business if not monitored appropriately.

Recent research combining a survey of 2,000 UK respondents and analysis of work-related Twitter posts has highlighted the behaviours of employees online that could lead to damage for the businesses who employ them. Strong social media policies are needed to prevent such behaviours and should always be considered when setting up and expanding your business.

Related: 5 Tips To Generate Sales Leads Through Social Media

The Risks of Social Media

Lost Working Hours

The average person now spends 25 hours a week online, with almost two hours a day (116 minutes) being used to browse social media platforms.

With so much time being spent online it’s almost inevitable that people will habitually reach for their phone to check Facebook during the working day. The survey research suggests the average person spends 52 minutes procrastinating every day, with most of this time being spent on social media.

Across the working year this amounts to 225 hours lost per employee, a total of 7 billion lost hours from the UK working population of 32,344,000. Failing to set clear boundaries of when employees can use social media in the workplace may cost you a lot in the long term.

Employee Posts

15% of employees say that they have previously shared something negative about their work online, and a further 5% said they would do so in the future. This means that one in five workers think it is acceptable to take to social media to air their grievances with their company.

The volume of tweets found in Twitter analysis that contain negative work-related phrases illustrates how widespread the problem of employees complaining online is. In 2017, 8,186 tweets containing phrases such as #ihatemyjob, #worksucks and #hatework were sent, a 43% rise on the volume of similar posts in 2015.

Related: Make Sense Of Social Media In 60 Minutes

It is not only negative posts from employees that pose a risk to your business – they might also be inadvertently sharing confidential information. Off-hand comments on social media about what they have done with their day may lead your employees to unintentionally reveal information about a client, future plans or other information that you would not want in the public forum.

This could result in lost business if a client feels their security has been compromised or may give your competitors important insight into your working practices, which they can use to their advantage. A clear policy on what is acceptable to post in relation to work will help prevent these risks.

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How Can a Social Media Policy Help?

Social media policies should be issued and explained to all employees. Their purpose is to ensure proper usage of social media, in a way which will not negatively impact on your business.

A social media policy can set out when usage of the platforms is appropriate and what employees can share with regards to your company. The policy may not guarantee adherence, but it does allow you to set out proper practice to all your workers in a clear, accessible format, which can be regularly consulted.

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