Tag Archives: Social Media

Admin roles on Facebook

New admin roles on Facebook

Facebook has finally empowered us with the ability to assign different levels of access / ability to the administrators on Facebook Pages. This is great because:

  1. Divide and conquer. The ability to differentiate between a Content Creator, Moderator or Advertiser finally allows us to create job-specific profiles for our social media content managers. A big fear I often encounter from business managers is that employees will spend too much time on social media. In South Africa only the larger corporates are branching out and making room from dedicated social media communicators/ brand managers. For the most part, the job still falls to a “lucky”  employee who has but one more duty to add to their “to-do-list”. The new roles
    might force us to start thinking in terms of achieving objectives with our social media communications. I for one am looking forward to more insightful, authentic communication from South African brands / business.
  2. Less risk. We are a conservative, risk-averse people. Placing your ‘online’ brand in the hands of but one individual might just have been too much to handle for most. Now we can make intelligent choices about accountability without handing over the steering wheel.

What roles look like on Facebook

Admin roles on Facebook.

Image from Social Media Examiner.

And now…

The ball is in your court again. Make time to sit down with your social media communicators and plot both your strategy and roles. Divide time & effort and create specific expectations – this is always the best way to ensure that you achieve an actual goal.

If you a) don’t have a social media team yet OR b) don’t know what to say to or expect of them – let me help you.

You KNOW this Diva is just dying to put you on the Social Media Map :)

Toodles.

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Socially in South Africa

10 days in the USA! It was amazing. The trip of a lifetime. A conference in Atlanta and my ENTIRE first day was filled with speakers talking about various social media angles. Having listened to them, working through my notes and just taking stock, here’s what I now know (perhaps I even knew it all along)….

My social media take-aways from the USA:

 

  1. South Africa is not the USA. Our consumers and social groups have not adopted social media communication to the level the international audience has. I do believe that we will get there, but at the moment our social media landscapes differ significantly. Here, I still start most social media conversations with the “why you should” sentence or the “benefits of”. There it is an assumed reality that you are connected socially on more than one platform. Delegates swapped social addresses like we would exchange business cards. Conference updates happened via Twitter and both delegates and organizers used the platform well without the fall back to more traditional communication methods. In other words – there was no FEAR…
  2. We aren’t ready to be the USA just yet. I felt completely exposed and laid bare with life happening in split-second bursts in the online world and it left me wondering whether it really is so bad to be patient while our country and culture readies itself for real global, social connectivity? I will be more focused on equipping our clients with appropriate communication skills than to rush them onto social media soapboxes (with nothing to say).
  3. We don’t have to pretend it’s our invention. Kudos belong (and should remain) with the North American’s, we don’t have to try and do it all over again. I was overwhelmed with the quality, quantity and type of social media interaction I experienced during my brief visit to the States. We should look at what works for them and then add our own Local is Lekker flavour. It’s OK to do what works… :)

 

And lastly, I was pleased to see that although all of the above is true, our (Adrinalin Concept) interpretation of sound social media practices stood with the rest. You can look forward to more from us on:

  1. Engaging with your audience in a meaningful way.
  2. Connecting with parents.
  3. To do and not do’s

If you have any questions or comments please feel free to leave them here or on our Facebook wall!


Trashing your Boss on Facebook (An Article on Caution via www.labourwise.co.za!)

TRASHING YOUR BOSS ON FACEBOOK

From an article on www.labourwise.co.za

Social networks, such as Facebook, serve as a useful vehicle for sharing one’s personal views. It can also have unexpected and unfortunate ramifications. One example is when an employee makes use of a social network to air his views about his or her employer. It would seem that, for some reason or other, employees lose their inhibitions when there is a screen between them and the world out there.

There have been several cases where employees have used a social network, such as Facebook and Twitter, to say nasty things about their employers.

It is one thing to speak your heart out about your boss to a friend over a drink. As soon as you post it on a social network, though, two important dimensions are added: Firstly, your thoughts or words are recorded in text and cannot be retracted; secondly, you lose control over its distribution.

Who can blame an employer for wanting to take disciplinary action if an employee’s caustic comments about the employer are given publicity in this way? Several questions arise, though:

  1. What if it did not happen at work or during working hours?
  2. What about the employee’s right to privacy? Can the employer rely on evidence that was meant to be private?
  3. Does the employee’s position within the company make a difference?
  4. Does the remark necessarily destroy the employment relationship?

These considerations were addressed very lucidly in the CCMA-case of Sedick & another vs Krisray (Pty) Ltd.

Two senior employees were dismissed for having exchanges via Facebook regarding the employer and members of management. They exchanged several snide remarks about the founder of the business and younger family members that were brought in to help manage the business. These remarks included “Trust me no one can put up with so much shit when the fing kids join the company!”; “From so-called ‘professionalism 2 dumb brats runnin a mickey mouse business”; “… today was hectic with Frankentein”; “What an idiot”; “a very ugly man with a dark soul”.

In this case the dismissal was not challenged on the basis that the exchanges had happened outside of working hours. However, it has become a firmly established principle that an employer may take action against employees for conduct outside working hours if such conduct has an adverse impact on the employment relationship.

As far as the issue of privacy is concerned, the commissioner noted that the internet is, for most part, public domain. This also applies to Facebook, to the extent that the employees had not restricted access to the relevant pages. As a consequence of their failure to make use of the privacy options, they had abandoned their right to privacy and the protections of the Regulation of Interception of Communications and Provision of Communication-related Information Act of 2002 (“The Interception Act”).

Although no names were mentioned, the employees were intentionally communicating with subordinates within the company, as well as with ex-employees and other persons. According to the commissioner this meant that two of the senior employees in the organisation were publicly making derogatory and demeaning remarks about the director and management to persons who, on the balance of probability, were fully aware about whom these comments were being made. Whilst some of the postings were quite innocuous and not, in the commissioner’s opinion, all that damaging to the employment relationship, the greater number were extremely serious and, if not constituting insubordination, certainly constituted gross insolence. After taking into account what had been written, where the comments had been posted, to whom they had been directed and by whom they had been said, the commissioner found that dismissal was a fair sanction.

The arbitration award was concluded with the following terse observation: “If employees wish their opinions to remain private, they should refrain from posting them on the internet”.

Jan Truter of www.labourwise.co.za

This entry was written by Labourwise www.labourwise.co.za is an on-line labour relations service aimed at assisting employers with the implementation of effective labour relations. They can be contacted via the website or info@labourwise.co.za.

Adrinalin Point-of-View:

Social media sites are public – VERY public – and whether you are acting as an individual, a business representative, an employee or a business owner BE AWARE. Don’t post pictures or post willy-nilly. Decide what your core values are (in any and all of the above instances) and post according to this self-imposed standard.

Encourage yourself, your employees and your colleagues to maintain integrity-based, authentic and professional images for themselves and your business. Don’t abandon the fun, just be cautious when it comes to posting online.

Diva over-and-out.


Key Take-Aways about Facebook

Fear of Facebook

Engaging on Social Media platform (like Facebook, Twitter or LinkedIn) is still a pretty daunting concept for South African SME’s if our day-to-day clients are anything to go by. The typical issues they grapple with are:

  1. Should I bother? (I believe we have conclusively answered this question.)
  2. If I do bother, what should I write about? (Again, we have posted on this previously.)
  3. Does it matter? Ahhh, now we we get to the fun stuff. Do we know that what you are doing is making a difference? Firstly, your Facebook page insights will be crucial in understanding the efficacy of your posting methodology. Secondly, your page interactions will also provide you with real-time feedback. I have said it before and I will say it again – every strategy MUST be different. This means that you can model your strategy on what others have successfully implemented but you must try your own hand at it.
  4. Who am I writing for? Putting a face to this concept has proven to help our clients significantly when it comes to maintaining an active social media strategy. And that is what I want to do today – share some insights about Facebook users with you.

Social Media Statistics & Facts

(Circulated from Social Media Examiner) Please note that this data focuses on the American Online community. takeaway’s are extrapolated from there.

What was found in this recent study on the habits of Social Media users, included some of the following interesting facts and take-aways:

  1. Online users still prefer to use Facebook over other networks like Blogger, Tumblr, Twitter and LinkedIn (listed in order of usage preference). Online users spent a total of 53, 457, 258 000 min’s on Facebook during the month of May 2011. Closest competitor was Blogger where users spent a total 723, 793 000 min’s online during the month. Take away – It IS worth the effort and time.
  2. More than half of Facebook users log in every day – that’s more than 400 million people.
  3. The average user has 130 friends and is connected to 80 pages, events and groups.
  4. There are 900 million objects that people interact with (pages, groups, etc…).
  5. Facebook hosts over 7 million apps, and over 20 million apps are downloaded each day.
  6. Around 75% of Facebook users are outside of North America with accounts available in 70 languages.
  7. The average user spends about 20min logged into his / her account

And here’s a humdinger:

  1. 51% Facebook fans are more likely to purchase the brands they follow!

Crucial take-away’s

  1. Be sure to integrate your social media efforts with your website and mail efforts (online and offline).
  2. Because many customers show a tendency to stay on social media sites, find ways to keep them engaged.
  3. The previous five statistics show the strong competition for eyeballs. A critical success factor for getting seen is consistency. There is a cumulative effect to your social efforts. The next stat highlights this.
  4. Don’t use the excuses of having a limited budget or a small fan base to prevent you from broadening and deepening your social efforts.
Start your business dialogue on Facebook

Start your business dialogue on Facebook

Conclusion

Stop the fear. Dip your toe into the social media pool – you are bound to find that your consumer engagements deepen, intensify and become more rewarding. If you are swimming in the online pool already, work towards maintaining consistency and visibility.

If you need help with your Social Media (Facebook) strategy – book your seat at our Facebook for 2012 (Straterific Workshop) on Friday 25 November 2011. For more information or to book e-mail junkies@adrinalinconcept.co.za


Google+ and the social tendencies of today

The biggest challenge we still face with Social Media (as South African SMME’s) is the fact that it is, well, so social. Clients and colleagues alike complain (time-and-time again) that their Social Media Networking strategies are too time consuming. I believe we need to cultivate a culture of focused activity. We need to find create a plan that will empower us to implement social networking activities without the risk of getting lost in the rabbit holes.

According to Mashable Google+ is now open and available to everyone. No invitation required! Yay? Well, not really. For us local folk, this adds just another online networking platform that needs to be maintained, managed and fed with current, relevant and up to date information. Even more time needed.

Let me be clear. This problem is not a Google creation – it is of our own design and making. We need to manage our time more effeciently if we hope to create sustainable online strategies. So the million-dollar (or rand in our case) question – can it be done?

Yes.

Here’s how:

  1. Plan ahead. If you know where you are going, you can (pre)-create some of your input and use an automated publishing tool (i.e. HootSuite) to make your life a whole lot easier! The added advantage of using an automated publishing tool, means that you hardly ever run the risk of getting caught up in the online intrigues of loves lost and found or the latest company gossip.
  2. Dedicated time. First thing in the morning or in the afternoons before you get ready to punch out, put time aside to interact with your online communities.
  3. Pick and stick. As tempting as it is to create a profile on every new social networking platform that springs up, it is impossible (and unnecessary) to maintain this level of engagement. Review the platforms that you are most interested in (this typically should be driven by where your preferred market congregates) and focus your energy here. Quality versus quantity as the saying goes.

So, despite having a blog, Facebook, Twitter, LinkedIn and YouTube profile – will I create a Google+ account. Probably. But I have always been more curious than is good for me ;)

Diva, done and dusted!


Complaints on Facebook

A recent query from a colleague alerted me to just how overly sensitive we still are to seeing complaint appear in our social media streams. Granted, it does sort of get your gut twisted and your blood draining when you open your stream and there it is for the whole world to see. My colleague’s reaction was to want to hit the “Remove this Post” button but is that the right way to go about it?

John Beale shared his experiences when dealing with online complaints in the post entitled Ten types of social media complaints on BizCommunity. He lists ten types of complaints and how to deal with them.  Valuable insight and a concise summary of complaint-type consumer engagements we can expect in our various streams.

What I would like to highlight as a conclusion from this particular post is the following: In not ONE of the types of complaints does he (or I, as a matter of fact!) ever suggest that you put your head in the sand in pretend it did not happen!

Typically every type of post (and platform) has a unique approach to take, but in general terms what I suggested to my colleague (and clients in the past) is this:

  1. Acknowledge the post or comment
  2. Indicate how you will be addressing the concern (i.e. “We will investigate and report back within 24hrs etc.)
  3. Indicate specific time-frames where possible and stick to them
  4. DO NOT engage in an emotive response where you simply defend your position (SMME’s are typically prone to this type of reaction)
  5. Use this opportunity to assist the consumer to resolve their complaint OR to change your processes to prevent this from happening again (learning opportunity in other words)

I know, it’s like showing up at school and realising you didn’t prepare for the test. Fact remains, you’ve gotta do it. Avoiding confrontation leaves a bad taste in the consumer’s mouth and creates the impression that your brand / business and ultimately you (SMME’s!) don’t care. It just isn’t worth it.

Diva, done.


Writing for Facebook

Facebook is growing, evolving and constantly changing the rules. Online communicators can’t afford to become complacent or lethargic. There is more and more content being circulated via Facebook and other social networking platforms. The overall effect that we are finding (looking specifically again at examples from our South African client base) that this is creating a more discerning reader. With so much on offer, we need to constantly work at adapting and innovating when we write for Facebook.

Here are three tips I always offer to my clients:

  1. Not all readers are alike. Some think visually others like intellectual stimulation and some still look to social networking sites for diversion and escapism. When we create your content strategy, try to incorporate messaging that will appeal to a broad reader-demographic. This means that you will need to create fun, interactive posts, try to incorporate meaningful polls and of course add videos and photos when appropriate.
  2. Circulating content from other blogs and websites. Subscribe to sites and pages that you like and that could add value to your content strategy and share the stand-out posts. What is even more meaningful is to add your own opinion, thoughts, comments or polls based on this content. In other words, use it but make it your own! Please give credit where due and don’t plagiarize.
  3. Don’t sell. Teach, inform, educate, introduce your brand personality and even have fun. You should ideally be prompting readers to visit your website regularly – they can learn more about your products and services there. Don’t spoil your online networking by mistaking it for a door-to-door sales opportunity.

And of course, don’t be stale. Try new ideas. Ask different people in your company to contribute posts and encourage interactivity and dialogue whenever possible.

Our favourite page of this week (with some excellent examples of the above) is Intiem / Intimacy Magazine. Have a look at their live chat sessions and the amount of activity on the page – we give them our A-D-A (Adrinalin Diva Approval) stamp. If you have more examples, please feel free to share.

Diva, over and out.