Shoutlet Blog

Happy Community Manager Appreciation Day!

Today is the fourth Monday of January, the day we celebrate Community Manager Appreciation Day. As a company that works with social media teams every day, we know how dedicated community managers are. They work to build relationships with customers and are a critical part of any social media program.

Community managers devote every day (and many nights and weekends, too) to facilitating real conversations that create lasting connections.

A big thank you to all of you!

What Open Graph Means for Users, Brands, and the Web

Facebook’s Open Graph announcement conjures up as many possibilities as there are action verbs that could be used in Open Graph apps. These seamlessly shared actions no doubt unveil a new era in social networking, one that integrates with people’s lives, which is just what Mark Zuckerberg described at his f8 announcement in September. For brands, Facebook Actions mean the opportunity for branded, shared activities, but also for data so rich it adds a new level of importance for Facebook marketing.

The implications of this announcement affect stakeholders in different ways:

For the web:

Announced on the day that web users are protesting SOPA, Open Graph would no doubt test the boundaries of openness on the Web and further incentivize sharing. What started as a few apps that allowed users to seamlessly share music and news will soon become a graph of inter- and intra-connections of 800 million Facebook users’ interests and actions. Shoutlet has written about Google’s expansion in the social space and how Google and Facebook aren’t trying to emulate each other, but instead vying to control the next web – one driven by social connections.

Google has integrated Google+ connections into search, taking it one step closer to being a leader in the social layer of the online world. Facebook, with its priceless data of the actions, products, companies, and friends people are connected to, is rivaling Google on adjoining, but different tracks. Google is using its search platform as a springboard, while Facebook is using its vast graph of users.  Personal recommendations from social connections come through when you seek out specific information on Google, while Facebook’s Open Graph pushes information to you that your social connections choose to share.

For brands:

For brands, the power of this new release lies in word of mouth and data. Users will be sharing branded actions automatically. Easy, no-effort word of mouth will expose customer’s friends to branded content, and the benefits are clear. How effectively brands harness the potential of the Open Graph will determine how the seamless sharing works in each case. Creative applications of Facebook Actions and marketing those apps will play big roles. The data gleaned from the Open Graph stands to inform campaigns in the social space, especially Facebook ads. Venture Beat’s Jolie O’Dell writes, “Actions are kind of the Holy Grail of semantic data, defining relation types between people, objects, content, places, businesses, and so much more. If users warm to the idea of Actions, it might also be one of the most valuable and lucrative move Facebook will ever make.”

For users:

The opportunities (or ramifications, depending on who you ask) for users are around seamless discovery—finding new ways to connect with brands that meet their inquisitions and wants while connecting with communities that have similar tastes and interests, further expanding their networks. Alternatively, Open Graph could be another new Facebook feature that only increases the quantity of activities shared but not improve the quality of content. Or, it could simply be an immediate opt-out for users who believe that it infringes personal privacy. It all depends on which users you talk to. Facebook, having heard the feedback from apps like Spotify and Washington Post Reader, has counseled developers to make sure actions are “simple, genuine and non-abusive,” reports AllThingsD. With a huge user base, the opinions will vary.

It’s users, though, that really matter in the end. They will determine if Open Graph apps take off. They’ll steer brands toward what’s next, and ultimately will determine who “wins” the web (if there are winners).

What do you think about how apps will shape Facebook? Have you installed any yet? Check out Facebook’s summary of the updates here.

Silence Isn’t Golden: Why Responding to Customers Should Be a Top Priority

When companies first debuted their social presences, the role often made its roots in marketing or PR. But social media expanded, and the move to helping social media users with customer service issues or product questions quickly became an area brands needed to embrace.

Even with high adoption of social media by enterprise brands, response rates by brands to questions and issues are lower than some would expect. A study published last fall found that 71% of the 1,300 tweeters surveyed did not get an answer after posting a complaint to Twitter. Another study by eConsultancy UK found that only an average of 5% of questions posted to corporate Facebook brand pages are answered. (Some industries, like airline and telecom, had 65%-75% response rates.)

Not only that, the silence can unravel any positive impact your social media program has built – even for customers who never reach out to your brand themselves.

Consider these stats from Conversocial:

  • 49.5% of customers said they’d be far less likely to buy from a company after noticing unanswered questions on a social media page.
  • Another 38.8% of customers said if this happened they’d be somewhat less likely to buy.
  • 68% of respondents said prompt answers to questions were “very important” or “important” to them when it comes to a company’s communications in social media.
  • When a customer’s own question was left unanswered, the numbers are mixed: over 25% say they wouldn’t buy from the company, while 28% said they’d understand that a brand couldn’t respond to everyone.

Responding to every comment in many cases isn’t realistic, but a consistent display of silence can damage customers’ attitudes toward the brand.

What happens when a brand does make an effort to respond? The impact is the reverse. Customers love it.

  • 6 in 10 customers want brands to respond on Twitter. The same ratio said they’d be more likely to follow a brand that answered them. (InboxQ)
  • 64% are more likely to make a purchase from a brand that responded to them.
  • More than 80% of those who made complaints on Twitter and received a response from a company said they “loved” or “liked” it, with 74% of them saying they were satisfied with the response.

If these studies are any indication, it could be argued that responding consistently means more sales and being unresponsive means lost sales. But on a deeper level, not responding can lead to erosion of loyalty and disappointment by brand advocates and long-time customers. Those customers who might have become actively vocal cheerleaders for you in social media pivot, causing your company to miss out on untold positive effects.

[Read more...]

Google’s Fight For The Future Web And What It Means For Brands

This post originally appeared on Forbes.com on January 6, 2012.

Google+ doesn’t want to become Facebook.

Instead, Google is betting it can become the platform that powers the entire web itself.

The future Internet will not just be driven by social; all things “social” will be what users experience as the web. The release of Google+ is a tactical move in a larger war for this future web – one that Facebook is arguably currently winning. Google, however, is readying its battalions.

Google’s behemoth of a footprint includes the world’s most widely used search engine, a ubiquitous paid search and display platform, the largest video-sharing site in the U.S. and a store of robust, free tools that millions access daily. Google+ is the social glue that will pull the Google forces together to race to become the next Internet – one with social permeating from every action taken by users online. Those forces individually are impressive, but when fully integrated, give Google visibility, integration, and convenience that will be unrivaled. The potential integration of Google+ into Gmail, Google Docs, YouTube, Google Reader, and other user tools is ridiculously impressive. It’s a gathering storm that could take control of the future web.

Read the article in full at Forbes.com

Altimeter Group Releases SMMS Buyer’s Guide

Today Altimeter released a new report that will undoubtedly be a valuable tool for companies managing enterprise social media programs. “A Strategy for Managing Social Media Proliferation” includes an assessment of social media management systems based on the input of experts, vendors, and social media professionals at brands and agencies. Shoutlet is delighted to be one of the platforms in the report.

Altimeter Group, known for having its thumb on the pulse of the social media space, also outlines the challenges that prompt practitioners to adopt SMMS tools. The review of social media management systems is broken into five “case uses” that Altimeter recommends SMMS buyers use to classify their needs and evaluate vendors. The vendors analyzed are rated in each of these five uses and for their capability of serving small to large corporations. Shoutlet is among those platforms that rank high for large corporations and is rated “Above Average” or “Strong” in all areas (Intense Customer Response, Social Broadcasting, Platform Campaign Marketing, Distributed Brand Presence, and Tailored Service & Support). See page 14 of the report.

While most of these categories are important for teams, which ones are critical depends on their needs, size, and priorities. Altimeter writes that “there is no one perfect SMMS vendor,” and it’s true – every program is different. Finding an SMMS that provides the right features for a company’s unique social media program is key. Also important is ensuring that software is comprehensive enough to provide an effective centralized social media management tool across your social program. A robust software platform will fulfill the role you’ve enlisted it to – as a true management tool across social networks and social accounts. (Companies are managing an average of 178 social media accounts, often across many countries and brands.) Adopting platforms with a rich feature set also makes sure they remain useful as your social media program grows.

Download this report, or view below.

Still unsure if an SMMS is right for you? Read about the challenges social media management systems alleviate in this Shoutlet guide.