Social Media Spats: Tips to Handle Online Altercations

When a problem comes across your brand’s social media, how do you address it? Social media customer care is a hot topic. Your instinct tells you to defend your brand when people bash it, but what is the best practice? You don’t want to offend your followers or concerned consumers, but you do want to protect the integrity of your business.

We always say that social media is a conversation, but that conversation isn’t always going to go your way. You’re going to get negative feedback or criticism from people because the reality is that you can’t make everyone happy. Ignoring these criticisms or simply deleting the comments might be tempting, but don’t do it! Responding to comments is what makes social media “social.” Sometimes, you can even turn your biggest critic into your biggest fan.

So how do you deal with negative feedback? Here are five quick tips to guide you through a social media train wreck.

 

  • Stay positive! Even when your critic is being negative, spin it into a positive situation. Make sure to respond to the problem in a timely manner and let your solution to the problem be known. Simply apologizing isn’t going to satisfy your critic, but offering a solution and a way to make things right will please even the most sour critics.
  • Listen to constructive criticism. Whether you’re running an event that didn’t flow correctly or your product has a flaw, take constructive criticism for what it is and learn from the experience. Think of social media as a huge, free, real-time focus group and listen to your audience. Thank them for their input and tell them you’re putting it into consideration. Maybe it’s an idea you’ve never thought of and it would improve your product!
  • Sometimes people are simply looking for a fight. Don’t let it get personal and don’t give in to the temptation to fight back. There is no way to win in this situation so the best solution is to simply move on. Focus on problems that you can solve, not the impossible.
  • Be human, not a robot. One thing people hate are corporate responses. Show that you are a human and you have feelings, that you can relate to the person’s frustration. If you feel comfortable, give your name or an email for the upset customer to contact you. This way, there is a name and almost a face to the problem instead of someone simply yelling at a faceless brand.
  • Make it right. Offering an apology is a good start, but you can’t turn around a critic without action. Everyone makes mistakes, but how we fix those mistakes is what consumers will remember.

 

Facebook Home for Android Users

Facebook Home

This week, through rumors of a Facebook phone, we were introduced to Facebook Home. Facebook’s CEO Mark Zuckerberg made the announcement using the phrase “people first,” meaning that your friends are front and center on your mobile device instead of the apps. Zuckerberg tells us that we can now keep up with what our friends are doing and easily communicate with them using Facebook Home, personalizing your home screen and making it as if Facebook Home was the phone system and not a third party app.

Want to learn more about this new development in the world of Android devices?

What Goes Into Social Media Management?

So you’re thinking about becoming a Social Media Account Manager? On the surface, the job looks fun and simple, socializing on Facebook and Twitter with people on behalf of a company. But social marketing takes time and effort to run a successful campaign. In order to be successful, you have to have goals and a strategy, and that strategy includes more than simply the fluff of posting cute animal pictures and making an office Harlem Shake video.

Every organization is different and the workflow is catered to work towards achieving your goals. But what really goes into social media management? Let’s break it down a little bit to help get a closer look.

  • Updating social networks by posting text, photos, videos and comments
  • Planning, publishing and socializing blog posts to the right audience
  • Research and planning, sourcing both internal and external content
  • Reading different feeds in your field, filtering through content and sharing it
  • Listening and monitoring brand mentions
  • Keyword searches
  • Building relationships and creating conversations by responding to follows, mentions, dialogue, questions and comments
  • Damage control!
  • Research
  • Community building
  • Strategy, planning and brainstorming
  • Analytics, measurement and reporting

 

In addition to all of these duties, Social Media Managers have to stay on top of the latest trends in the social media world. If there’s a new platform coming out (and it seems like there always is), you better be testing it and seeing how to jump on it to give your business leverage above your competitors. Conference, meet-ups and community events are vital for networking and learning new tricks of the trade. Also, you have to remember that unlike a regular 9-5 business, the internet never turns off.

Social media management is more than Facebook and Twitter; you have to be an expert in all platforms and networks from Google+ to LinkedIn to YouTube. It is a field that is always evolving and continuing education is a must. It is a demanding schedule of tweets, meetings, updates, replies, blogging, editing, designing, marketing and even sales. People skills, humor, flexibility, resourcefulness and creativity are all part of the job. Can you say multitasking?

Being a Social Media Manager can be a fun and rewarding job, but it is also one that is tough, demanding and time-consuming. Social media never goes to sleep. Do you think you have what it takes to run a thriving campaign?

Google Business Walkthroughs

google business

Want to learn how to embed your Google Business photos onto Facebook? With the Facebook app Woobox, you can embed your photos easily to let your customers get an inside look at your business with stunning, high-quality photos. To set this up is quick and painless, so give your business the Google advantage following these steps.

Google Business Photos

Host a Successful Google+ Hangout

google+ hangout

Have you used a Google+ Hangout for your business yet? This new social video chat platform is a great way to connect with other people and businesses in the same field or with similar interests. As a business, a Google Hangout can be a great way to make a personal connection with your customers. Check out this infographic we made to give you tips on how to make your Hangout a success.

Google+ Hangout

Mobile Optimization

Mobile Optimization

Your customers are slowly making the shift from their desktop to their mobile device.  Are you ready for more mobile traffic? Optimize your website and apps to make it easy for your customers by using these simple tips.

 

Twitter Optimization

Twitter Optimization

Twitter is a great tool for brands’ to use to engage potential customers, but are you using this social media platform to its fullest? Twitter optimization is critical to ensure your tweets are relevant for your audience. Get the word out to a wider audience and make sure that you’re tweets are being seen using some of these quick tips to improve your social media marketing. It’s one thing to use social media, but it’s another thing to do it the right way. What other tips do you have for using Twitter for business?

Go Viral With Vine

vine

Some businesses are already harnessing the power of the free video app Vine to market their product. Vine allows users to post a six second video to be tweeted to your followers and the possibilities for these videos are endless. New and intriguing videos have the potential to go viral, especially if done the right way. Do you want to use Vine to make your business go viral? We’ve put together an infographic with some helpful hints.

SEO Tips for Facebook Graph Search

SEO tips

With the announcement of Facebook’s new Graph Search feature, businesses need to prepare their pages in order to get the most visibility possible. We’ve put together an infographic with the top SEO tips to make sure your page is ready.

graphsearch

 

Facebook’s “See What We’re Building” Event Recap

  Facebook Wall

For Facebook’s first big announcement at their new campus in Menlo Park,CA, Mark Zuckerberg announced, “Our mission is to make the world more open and connected, we do this by giving people tools so they can map out the stories of their lives. We believe in this concept called the social graph, the sum of all these connections.”

Basically, Facebook offers two kinds of services: making new connections and staying connected. Before the News Feed, the way people used Facebook was to browse around and discover new things in their networks.

There are three pillars of Facebook ecosystem. First is the News Feed, which is what’s going on with people around you. Second is the Timeline, telling you something about this person. The third pillar is the big announcement: Graph Search. Graph Search gives people power and tools to take any cut of the graph that they want. Graph search is designed to show you the answer and not links to answers.

It’s not web search; Facebook is not indexing the web but rather indexing each individuals’ map of the graph. This large and constantly-changing graph is made up of things such as friend connections, locations, likes, comments and tags, which all adds up to indexing all this content and making it so you can retrieve it instantaneously. This search is privacy aware; every piece of content has its own audience, most content is not public and you can only search for content that has been shared with you. “It’s a completely new way for people to find information on Facebook,” said Zuckerberg.

Graph Search can be used in many ways. For example, you can search “My friends who live in Palo Alto who like Game of Thrones” if you want to have a viewing party. The results are ranked by people you care the most about and the rest are sorted by mutual friends and other signals in the Facebook system. There is a “refine this search” bar on the right that lets you narrow things down.

Using the map on the right, you can refine your search by place type, liked by, places in (location) and visited by (my friends), which is similar to Foursquare.

Let’s say you want to find a person you met through a mutual friend or at a party. You can search “People named Chris who are friends of Lars and went to Stanford.” This is a pretty amazing part of the new Graph Search. Want to try dating queries? Search “Friends of friends” or “Friends of friends who are single men in Indiana.” You can narrow down even more by adding “who are from India” in that search.

Graph Search can be a powerful recruiting tool. “Friends of current employees” is a good place to start for recruiting. Search for “People who have been product managers” or “People who have been founders” to get the exact person you’re looking for. You can get some pretty all-star job candidates through this type of search.

Graph Search makes searching through photos much easier on Facebook. Search phrases such as photos of my friends taken in France, photos of my friends taken in national parks, photos of my friends before 1990 or even photos I’ve liked. Want to see photos of a landmark or destination? Search photos of Berlin to see pictures your friends have taken there. It all ties in directly to Facebook’s privacy settings, such as Only Me, Friends and Public.

Search through your friends’ interests. Instead of staring blankly at your Netflix queue, search movies your friends like. If you search for  TV shows your friends’ like, video clips pop up of those TV shows. Narrow your search down to shows liked by groups of people, such as TV Shows liked by software engineers or liked by doctors.

The same goes for music. Find out the music preferences between supporters of Obama and Romney. When a search is done for music liked by people who like Mitt Romney, results include Johnny Cash, The Beatles, Nickelback and Pink Floyd. Search for music liked by people who like Obama and results include Alicia Keys, Rihanna, Michael Jackson, Will Smith, Madonna. Graph search is a great way to explore the world around you.

Do you need something translated from French? Search the languages your friends speak and you can see which of your friends speak French.

Places will be a huge factor for local businesses. Looking for a dentist? Search for dentists liked by my friends and you’ll get a list of dentists, maps, hours and addresses, and a list of which friends like that dentist. Find the most popular restaurants in Indiana to see what’s most popular, and you can even use tools to narrow down places to one type of cuisine. If you’re traveling, find restaurants and bars in different countries that are liked by the locals. You can even click on a country and see which of your friends have been there.

While Graph Search is still in beta testing, there is a limited beta rolling out today at http://www.facebook.com/graphsearch. It will be a slow rollout, incorporating data from how people use is before it is rolled out to the public, but is estimated to launch over the next few weeks and months.