Facebook is 10 Years Old!

Wow – how’d that happen? Facebook is 10 years old today. Happy birthday, Facebook!

Yesterday, I saw some interesting stats about Facebook from the Pew Research Center. Here are some of them, with my thoughts included:

57% of all adults use Facebook. That’s a LOT of people. Think about that statistic locally – it means that over half of YOUR community is using Facebook. That means that your organization should be actively using Facebook, since it’s a primary communication and hangout tool for over half of your community.

64% of Facebook users visit the site daily. That means your organization’s Facebook Page should post daily, too. On Facebook, you’re not seen if you don’t post – so post!

Major reasons to use Facebook – sharing and laughs. Share a mix of fun and useful content, and your network will respond (i.e., comment, like, share, etc). Because they LIKE to respond – that’s what you DO on Facebook.

Half of all adult Facebook users have more than 200 friends in their network. If one of them decides to share your content, that content will be seen by people outside your library’s Facebook network. That’s the power of Facebook sharing – it can really stretch beyond your normal Facebook boundaries.

Check out the article – good info there!

Facebook logo by Sharon Mckellar

How Do You Thank Your Facebook Fans?

Thanking Facebook Fans

How do you thank your organization’s Facebook Fans? Here’s how Tinley Park Public Library thanks theirs – with a photo of staff, giving a thumbs up and saying thanks!

Tinley’s staff wanted a way to say “thank you” to their growing Facebook fan base on their library’s Facebook Page. They had a couple of options that I knew about (they had asked for suggestions):

  • They could keep track of new fans, and when they hit 1000, they could thank that newest fan (requires some finagling of Facebook Insights to do this).
  • They could do something a little more general in nature, and thank everyone.

They chose to thank everyone in a really fun way – by posting a photo of themselves, saying “thanks” to their fans. How cool is that?

What’s good about this?

  • It’s easy and cheap
  • it’s fun and lighthearted, yet authentic
  • it’s visual – it communicates the message loud and clear
  • it puts a face to the organization, and to the real people behind the Facebook Page
  • It shows that face2face connection with customers that’s so important in organization-to-customer social media relationships

Great job, Tinley Park! You guys ROCK!

 

One Difference between Twitter and Facebook

Somebody recently asked me about Twitter for their library (which lead to my last post and this one). As I was answering her question about social media strategy, I said (a version of) this:

Facebook is a bit more conducive to “branded conversations.” Facebook can be highly visual, and the conversations are a bit more contained and threaded (i.e., comments and likes go underneath the actual post). If you’re not into one conversation, move to the next.

Twitter, on the other hand, is just the raw conversation as it happens. Sure, it can be visual and sorta-kinda threaded now, but it’s still (in my mind, anyway) pretty much real-time text-based conversation.

What’s that mean? For Facebook, you can insert some branded, “market-y” stuff, and not really bother anyone (as long as you have other content too!). It’s expected.

But with Twitter, if an organization starts sounding market-y – if they are mainly using Twitter as a broadcast tool to push out their programs and services – those tweets will stick out like a sore thumb.

That’s a great way to be ignored – fast – on Twitter.

Megaphone pic by Gene Han

 

Five Tips to Reshape your Social Media Plan in 2013


[This is an article I wrote for my book, Face2Face – I thought it would make a great post here, too – enjoy! DLK]

Social media has been around for over ten years. My guess is that by now, your organization is probably involved in some way with social media. Maybe you have created a Twitter or Facebook account. Maybe you even have some friends and fans on those accounts, and you share things with them when you have time.

Let’s rework this in 2013. Social media is now mainstream, and your customers are using it to connect. They connect easily to each other, and since the tool is the same, they’ll find it easy to connect to your organization, too… if you make a few easy-to-do adjustments in your approach to business-facing social media.

Here are five simple adjustments you can make to kick-start your organization’s social media efforts in 2013:

1. Focus on Conversations

First off, let’s focus on conversations. Many organizations and businesses have been using social media status updates as a broadcasting tool. They send out notices of events, sales, or coupons. Possibly, they have used social media as an easy outlet to send out press releases and important corporate announcements.

My new book - Face2Face: Using Facebook, Twitter, and Other Social Media Tools to Create Great Customer ConnectionsGuess what? If your organization focuses primarily on sending out corporate communications, your customers will tune out your organization and unfriend you in a heartbeat. In 2013, instead of using social media as a one-way broadcast tool, work on starting and continuing conversations with your customers.

This will require your organization to do three important things: 1. Listen before you speak. Set up some listening tools (Google alerts and Twitter search alerts are good places to start) to see what your customers are saying about you; 2. Respond, using colloquial, conversational language. This will feel weird if you’re used to more formal marketing-speak. Make it feel like you’re talking to a work colleague at the water cooler – do this, and people will start talking to you. And 3 – figure out what types of conversations YOU want to start. Do some brainstorming on the conversations your organization needs to hear in 2013, and start those conversations.

2. Focus on the Visual

For the most part, many businesses and organizations have been posting text-heavy status updates in their social media accounts. That makes sense in text-based Twitter, but not so much in Facebook. In fact, Facebook best practices show that when you do one simple thing – add a photo or a video to your post – engagement increases by 100% or more.

So get those cameras out of your pockets (yes, that iPhone or Android smartphone makes a great point-and-shoot camera), and start taking photos around the office, the warehouse, or the store. Maybe think about the three most important things that your customers should know about your organization, take photos of that, then share those photos with customers.

3. Focus on Video

That smartphone I just mentioned in #2 is also HD quality video recorder, and we can put it to good use! There’s a reason YouTube is so popular right now – people love watching short videos. Studies show that people engage more with video posts than with text-only posts.

Here’s my guess – most likely, you haven’t made many videos for your organization. If you have created some videos, it probably resembled a TV commercial. That’s not what your customers want to watch. Instead, get to the point immediately – YouTube suggests that the first 15 seconds are critical to connect with viewers. So don’t waste those seconds with titles, fade-ins, and credits.

Just start sharing your main points. Then post that video to two places – YouTube and Facebook. Use YouTube to share in most places, and use the Facebook upload to share with your Facebook page fans. Facebook’s algorithm favors videos uploaded to Facebook, so those will get seen more than a shared YouTube video.

4. Focus on Next Steps

Many times organizations post information to their social media accounts, but don’t include anything for customers to do. They don’t include a next step. Let’s change that in 2013. Make sure that everything you do includes some type of “ask.” That ask can be as simple as asking customers to “friend or fan” a Facebook Page, or the ask might be to click a link that takes them to a new product or a buy-it-now page.

More people will click if you actually ask them to click. Because of this, make sure to provide customers with some next steps, and actually invite them to take that next step. Do that, and your organization will be one step closer to continued engagement with customers.

5. Focus on your Customers!

Finally, most businesses and organizations, believe it or not, don’t actually focus on their customers! Instead, they focus on their stuff, on their showroom floor, or on their sales staff. In 2013, let’s focus on our customers. Engage them in conversation. Ask them if they like what they’re seeing. Ask them to take next steps, and invite them into your organization.

Follow these five simple reshaping steps, and you will be well on your way to having a great 2013 with social media, and with some really engaged customers, too.

pic by Tintin44

What do you Want from your Facebook Page?

looking closer at Facebook PagesThinking a bit more about my last post on using Facebook ads to actively seek out new fans … Why try to get more fans in the first place?

Another way to ask that – What exactly do you want from a Facebook Page?

Here’s a list of 5 things libraries might want out of a Facebook Page. These five things are a happy convergence of stuff Facebook is good at, and stuff that libraries (and other organizations) might find useful, too. See what you think, and add to my list!

Five things a Facebook Page is good for:

  1. Visibility – the more we interact, the more we are “seen” in Facebook. Which means that more people see our posts about library stuff.
  2. Listening – we share, but we also listen to our customers. They say stuff about us on Facebook! Some good stuff, some bad stuff. It’s a place to answer questions, to field complaints, and to actively ask for input. For free.
  3. Advocacy – this one’s huge, and should be a constant. Share good stuff about the library, and point out when we see customers saying good stuff about us.
  4. Purposeful Engagement – why gather a crowd if you don’t ask them to do anything? We should be including Calls to Action in our Facebook Posts, on specific things we want our customers to actually do. That might mean Liking the page, or it might mean attending a movie at the library. We need to start asking … and then measuring results.
  5. Conversions – Doing that Purposeful Engagement thing in #4 can lead to “conversions.” What’s a conversion? Simply stated, a conversion in social media is when your ask turns into their action. For example, if you ask Facebook Page visitors to register for an event at the library (and supply a link to the registration form), and 20 people actually click the link and fill out the form, that equals 20 conversions. Conversions can be measured and improved upon. But the important point here – you WANT conversions. You want to drive your Facebook Page visitors and fans to actually DO something – to interact with and engage your library. Conversions provides a way to measure that interaction.

Those are my five things … What are yours?

Photo by Flood