Module 5:Facebook & Media

Relations

Why Facebook?• 800 million active users ; 50% log in daily, 350M via mobile,

75% of audience is outside US • Average user has 130 friends and connected to 80 pages,

groups and events• More than 2 billion posts are liked and commented on per day • On average, more than 250 million photos are uploaded per

day.• Facebook now hosts more photos than the top 20 photo

sites combined • Facebook bypassed Google as a No 1 most visited site in

US • 65% of US Facebook users said they are more likely to buy

a product based on a positive Facebook friend referral Source: https://www.facebook.com/press/info.php?statistics

CIMB on Facebookhttp://www.facebook.com/CIMBMalaysia

One-to-one customer complaint resolution

Recruitment

CIMB advertises for social media-savvy employees

CIMB ad copy

“CIMB is looking for someone who wants to spend all day on Facebook and get paid for it. We want to bring our brand closer to our customers and stakeholders and are looking for people to help us do so. If you believe that social media is the next step in getting people to connect with brands and if this is something you are passionate about, then read on!”

Job: Asst Mgt/Exec-Social Media Team• Location: The World Wide Web

Responsibilities:• Create and execute social media

campaigns across the various platforms that CIMB has established communities in (forums, Facebook, Twitter, YouTube etc)

• Manage, monitor and engage in our online community as well as provide quantitative and qualitative insights based on feedback from this community

• Formulate strategies for programs on social media that will complement CIMB's initiatives

• Assist in the development of social media strategies as well as community management and implementation of social media campaigns across the region

• Requirements: Bachelors Degree in any field, at least 1-3 years working experience in any field

• Facebook & Twitter savvy with an intimate knowledge on developments of the media landscape

• Able to work and engage with people easily and comfortably

• Understand and appreciate the difference between LOL and ROFLMAO

• Please ensure that resumes are submitted together with your Facebook ID and Twitter handle for our reference.

News updates

Marketing

Source: Ogilvy, 360 Digital Influence

Pros of Facebook• Built-In Audience: Your target audience (and competitors)

are already on Facebook. No additional registration or profile to fill to participate.

• Rapid Rollout: Setting up a Facebook Page is easy - it doesn’t even require a developer or approval from IT.

• Minimal Development Costs: A Facebook Page is free, versus high costs of developing a custom social networking site. But note: Experts, custom apps, games, landing pages cost money.

• Built-In Viral Features: If you post something interesting, it will have a life of its own.

• Minimal Community Management Hassle: Facebook is aggressive in deleting accounts and inappropriate content. Half of the problem of managing your own community will be Facebook’s problem to deal with.

Cons of Facebook• Facebook is in Constant Flux: While Facebook is the

current “it” social network, traffic may flatten and its future is not guaranteed. If users abandon Facebook, they’ll be abandoning your company/brand page too.

• You’re Limited to Facebook’s Feature Set: If Facebook decides to drop or add features that aren’t popular, or imposes restrictions that kill your community’s growth, you’re out of luck.

• No Data Ownership: You are limited by number of invites to your page and applications.

• Your Competitors Can Do the Same Thing: There are no barriers to entry for Facebook pages. They can copy the popular apps you develop. They can join your group without your knowledge.

10 Facebook Tips1. Share: Be useful. Answer questions, offer tips,

guides, timely information. 2. Do link and promote to stories on your organisation,

but provide some other value-add or insider insight, this is not just a broadcast medium.

3. Be human: Show you care, be witty, disclose some of your personal interests, it helps to get to know you better.

4. Create a Page or Group to promote events, conferences, seminars, projects, launches, your blog, your website.

5. Use apps to automate stuff: blog posts, Twitter updates ~ but don’t overdo it! (http://apps.facebook.com/selectivetwitter)

10 Facebook Tips6. Tag all photos and videos with “Company ABC”

for events. Divide photos into separate albums.

7. Address new fans with personal messages

8. Have two or three admins as backups

9. Link to like-minded groups for related CSR: eg Breast Cancer Awareness, Eradicate Polio.

10. Use smart lists to divide group and target messages once you have mastered various apps

Note: Pages vs Groups: Pages are better for a long-term relationships

with your fans, readers or customers; Groups are better for hosting an

active discussion and attracting quick attention. Community pages are for

generic causes or topics. http://bit.ly/pagesvsgroups

A word of caution…1. Avoid shameless plugs on

how wonderful you or the company are.

2. Your personal views are your own, don’t post updates in anger or in spite. Nothing is private on Facebook.

3. Don’t sign up for every game/quiz and annoy others with your updates.

4. Do not disclose confidential information obtained through work that may bring the company into disrepute.

5.Don’t undermine your effectiveness at work.

6.“Friending” should not be taken literally – but others may misconstrue this as being partisan or biased.

7.Avoid racial, religious slurs and personal attacks.

8.You are still a company rep 24/7: Verify facts, identify sources before passing along news. Make it clear if you are skeptical of veracity of information, if you are.

Facebook BasicsInfo

Update Status

Messages

Chat

Friend Request

Subscriptions

Join Group

Wall

Like

Share

Comment

@ Mentions

Notes

Question

Privacy Settings

Acct Settings

Add photo

Create album

Tag photo

Upload video

Create A Page Apps

Events

Vanity URL

FB Page: Technical best practices

Posts

Tabs

About

“Like” related sites, events, causes

CIMB EdelmanAirAsia

Creative use of Profile pic

540 px

180 px

Using Photo Strip creatively

Links: http://socialfresh.com/35-creative-facebook-page-photo-strips/http://mashable.com/2010/12/14/new-facebook-profile-hacks/#view_as_one_page-gallery_box497

TIP: Use http://FBCrop.com to get size right

Make landing page work for you – call to action

Edit Page > Manage Permissions

Generate leads

• Get fans to sign up for email updates, newsletters, free reports, whitepapers, DVDs.

• Have monthly giveaways

Cross-promote

Use buttons on Blog, Website, Twitter, print, etc

Tie-ups: CIMB and SF Coffee

Searching Facebook in real-time

Other methods: Bing.com/SocialOneRiot.com (searchword site:facebook.com)FacePinch.comYouropenbook.org

Facebook: New Features• Subscribe Button

– https://www.facebook.com/about/subscribe

• Smart Lists– https://blog.facebook.com/blog.php?

post=10150278932602131

• Timeline– https://www.facebook.com/about/timeline

• Ticker and Privacy settings

• Video chat

Subscribe and Allow Subscribers

To allow others to Subscribe to your Public posts, go here:https://www.facebook.com/about/subscribeSubscribers can see only the things you share publicly: https://www.facebook.com/about/sharing

Smart Lists

https://www.facebook.com/ListsTeamhttps://blog.facebook.com/blog.php?post=10150278932602131

Create lists for Close Friends, Acquaintances, Work Mates or Restricted. Good for targetting posts to appropriate list of friends.

Timeline

840px

310px

http://www.slideshare.net/supernovastudios/facebooks-new-timelimehttps://www.facebook.com/about/timeline

Creative uses of new cover pic

MORE: http://reface.me/profile-pictures/facebook-timeline-cover-photo-hacks/

Facebook: No more privacy

• Ticker: broadcasts all your activity, even to those people who aren’t your friends.

• Go to Home > Privacy Settings > Apps and Websites > Edit Settings for each app and remove ‘Add app activity to your timeline’ for individual apps.

• How to control your privacy on new FB http://bit.ly/fbprivatelah

Facebook Video Chat

• Powered by Skype

• https://www.facebook.com/videocalling

Case study: Intel

• Turning followers into brand ambassadors

Source: Ekaterina Walter, Social Media Strategist, Intel

Get to know your audience

Make it fun with quirky questions, games, polls

Avoid automated updates*

• Frequent automated status updates makes your Page inhuman

• Facebook hides repeated updates in “Show Similar Posts”

• Space out updates so you don’t clog up your fans News Feeds – 3 to 5 posts/day

• Find a balance between “official” updates and being human and spontaneous

* Exceptions: Long weekend or going on leave or reaching customers in different time zones. Do not post every tweet to FB, instead use Selective Tweets app and #fb to cross-post relevant tweets.

Encourage shares, @mentions, show gratitude for sharing

• Use @<insert name of fan> to encourage interaction

• Use of photos and videos gets a lot of traffic

Provide house rules or moderation guidelines

Celebrate milestones

Important considerations

• Promotion Guidelines:

http://www.facebook.com/promotions_guidelines.php

• Analytics: http://www.facebook.com/insights

• Sponsored stories: https://www.facebook.com/marketing

• Facebook advertising: https://www.facebook.com/advertising

Social media best practices

2.Connect1.Listen 3.Add Value

4.Measure

1. Listen

• Search keywords in Google

• RSS feeds, iGoogle, Google Reader

• Google Alerts, TweetAlarm

• Facebook Group or Page

• Use dashboard tools: SocialMention, Trackur, Brandtology

2. Connect• Twitter: Respond to tweets

mentioning your brand, thank followers for re-tweets, say hello to new followers

• Facebook: Thank new fans for “liking” your page, provide reasons to interact: polls, questions, games

• YouTube, Blogs: Comment on blogs mentioning your brand, show gratitude if positive

3. Add value• Provide customer support

• Respond to complaints

• Direct questions to real people who can provide the answers, if unavailable on website

• Correct misinformation, myths, rumours

• Promote issues important to your company

4. Measure1.Quantitative: Page views, Unique

visitors, time spent, downloads, number of friends, fans, followers, likes, tweets, re-tweets, clicks to short links (eg: bit.ly provides stats), comments, mentions, video embeds

2.Qualitative: Were we able to resolve a customer issue, avert a crisis, save costs, improve a service/product. Did we learn something that we didn’t know before? Were we able to engage our customers in new conversations? What is the sentiment of people blogging/tweeting about our brand – positive, negative, neutral?

Never doubt that a small group of thoughtful, committed citizens can change the world. Indeed, it's the only thing that ever has.

Margaret Mead, cultural anthropologist