Category Archives: social media platform

Scary Social Media Stories

Digging a Ditch(Not actually scary…more like big business blunders you want to avoid when using social media for your business)

Halloween is just around the corner, so I thought it would be fun to dedicate this week’s blog to some examples of social media horror stories and how to avoid making these kinds of mistakes as small business owners.

6 Incidents of Poor Judgement and Your Tip to Avoid:

  1. A famous actor was in a fatal Car crash and an reckless insurance company tweeted, including the Twitter handle of the victim, a snarky and self-serving “hope you had car insurance”.  The backlash was swift and powerful in outrage that someone’s tragedy would be used as an opportunity to self-promote. Tip:  Demonstrate positive ethics and good judgement. People generally don’t appreciate businesses who behave like this, even online.
  2. A Pizza company hijacked a trending hashtag (#whyIstayed) about why women stay in violent relationships, using that hashtag combined with “you had pizza”. Meaning all of the people in the conversation were talking about critical and deeply emotional issues and the obtuse pizza folks inserted pizza into the discussion as a reason people tolerate abuse. The company admitted after the colossal fallout, that the didn’t know what the hashtag was about before they jumped on the band wagon.  Tip:  Use hashtags freely, especially on Twitter. They are great for connecting with others around topics and drawing attention to your posts, but make sure you know the context of these conversations so you can use them appropriately.
  3. An athletic clothing company took advantage of an incident involving one World Cup player biting an opposing team member by showing a shirt on a male player and saying it looked so good it was hard not to take a bite. They might have been going for humor, but that is a tricky edge to balance. Tip: When in doubt, err on the side of caution. The thumbs up you get for being funny won’t be worth the judgement of using poor taste.
  4. The family of a girl who had visible facial injuries from a dog attack, were asked to leave a KFC because she was scaring the other customers. The story went viral with outrage over the shameful treatment.  KFC did the right thing and contributed a substantial check to the family for medical bills. Not only did it help that family, but the company’s response restored the brand’s reputation, maybe even elevated it. Tip:  If your company messes something up, don’t be surprised if it ends up on social media. Simply not being present online will not keep your business out of the buzz. People can, will, and do talk about companies that make mistakes, even if they aren’t there to respond.
  5. An employee had a problem with his boss and posted a nasty comment on Facebook about the working conditions and the company. His boss saw the post and promptly fired the disgruntled employee. You may be surprised to know that the tip here isn’t “be careful what you put on Facebook because you may get fired”. It is actually a heads up for the employer. Tip: Make sure you know the law before you take any action against someone for their social media content.  Check with the Fair Labor Standards Act to make sure you are on solid ground. Social media sites may be protected under the act as an employee’s right to organize. Precedence has been set in a number of similar cases where the employers lost in “Wrongful Termination” claims with the argument that employees are allowed to discuss work conditions on Facebook as a right. Here is the verbiage directly from the Act:

It is illegal for employers to fire, demote, or transfer you, or reduce your hours or change your shift, or otherwise take adverse action against you, or threaten to take any of these actions, because you join or support a union, or because you engage in concerted activity for mutual aid and protection, or because you choose not to engage in any such activity.

6. My favorite social media meltdown was the great Applebees Debacle.  A server at the restaurant posted on her personal Facebook page a picture of a check that a customer had written a snide comment on instead of leaving a tip. When the restaurant manager found out about the post, the employee was fired on the grounds of violating customers’ privacy. The story went wild with posts, shares, comments on Applebee’s Facebook page. When you’re in a hole, stop digging, but the restaurant’s PR department must have been absent the day they taught Public Relations. With each interaction, things got worse for Applebees. By responding to negative comments with arguments, defensiveness, denial, counter-attacks, and ultimately deleting threads that had already been made into screenshots, they fueled the attack all through the night. I’m sure when the executives heard about it in the morning, at least one head was rolling. Tip: Never respond to complaints by matching their emotion, even if the comment isn’t justified. I don’t know the recommended action for deflecting a angry mob in person – running the other way, climbing a tree, maybe playing dead. Where the internet is concerned, when faced with negative comments, take it like a human and respond thoughtfully, respectfully, and with the intention to resolve the problem. This will go a long way to mitigating the effects of bad press.

If you would like help avoiding an angry mob online, or just staying on top of your digital presence, give me  a holler and I’ll be happy to help.

What Every Entrepreneur Should Know About Social Media

Social MediaAs a panelist for at the  Mortgage Banker’s Association’s Mid-Atlantic Leadership Conference this week, I thought I would share my answers to the questions being asked about social media

What social media services does your company help connect clients with?

We work with all manner of digital media – social media sites, review sites, websites, directory listings, basically anywhere a business can be present online, we help our clients set it up and manage it. Our clients are small and independent businesses owners who must be careful allocating their resources. In the 7 years we’ve been doing this, we have found that Linkedin works best with more personal involvement, Twitter should be set up and then connected to Facebook so everything you post on Facebook posts on Twitter, and the majority of time, attention, and funds should go to Facebook.

Do you actually help the clients engage in Social Media?

Our clients don’t have time to curate quality content, build their audience, stay on top of posting, sharing other people’s posts, commenting, and liking the posts from their referral partners – but this is exactly how a social media platform should be managed. We do this for them and keep open lines of communication. We offer training, set-up, and full-service management where we engage with their audience on their behalf.

What are some of the “Do’s and Don’ts ” in Social Media

  1. Do set up a business page and direct all of your professional interactions and relationships there. You can still use a personal page to help promote your business, but make your business page your platform to showcase your knowledge, expertise, products/services, and engage with clients, prospects, and referral partners.
  2. Do approach your social media with a giver’s gain attitude. You will get a much better long-term outcome if your orientation comes from  “How can I help you?” rather thab “What can I get from you?”
  3. Be consistent, relevant, and audience-centered with your posts on these sites. There is no shortage of quality content from well-respected industry leaders, so share it on your page. A good guide for posting is: 3-5 times a week, varied days and times, 1 or 2 posts each time.
  4. Do get to know your audience and give them what they value. If you are a mortgage lender, provide content that a realtor would appreciate, if you are in the home services industry, share information that homeowners would find useful.
  5. Do plan to spend money on Facebook advertising, absolutely! More on that below.
  6. Don’t treat your social media like it was advertising! This will undermine all of your efforts. Since you are not exclusively focussed on self promotion, share other people’s valuable content 2/3 of your posts (let me know if you need help figuring out how to do that) and 1/3 can be self-promotion.
  7. Don’t over post or under post – too much and you will annoy your audience. I just unliked one of my client’s page likes because I couldn’t take the endless stream of hourly posts. But if you aren’t on your audience’s newsfeed at least once a week, you are forgotten, at least online.
  8. Don’t post anything controversial or provocative. Save your political and social views for your personal page. Its great to share activities, interests, and community events on your business page, but be mindful of the implications
  9. Don’t expect overnight success or a huge response without dedicating time and money to you presence.
  10. Don’t forget the social part of social media. Professionals who get the most benefit from social media: A. Use these platforms to connect with people they have met in person  B. Ask for introductions to people they want to meet   C.  Share posts as an opening to connect with someone in person. Use an integrated approach, online and offline, to market and grow your network.

How do you “drive” potential clients to your Social Media platforms?

There are a number of ways to integrate social media into existing marketing efforts such as:
  •        Put social links on everything – email signatures, collateral, websites
  •        Specifically invite connections on newsletters and emails
  •        Like pages of your audience and post something complementary about their page.
  •       Engage in groups on Facebook and Linkedin and be helpful,  not spammy
The most powerful way to drive your audience to your Facebook page is through targeted advertising. If you haven’t become familiar with Facebook’s Power Editor it is well worth checking out. The level of detail available to target your audience through this platform is incredible. Future blogs will be dedicated to this specifically because it is complex and not intuitive, but the results can be fantastic.

Concrete take-aways – what can we do today to start?

If you aren’t doing anything on social media, start by playing around with it. set up a business page and find your audience. Check out all the amazing content going on there and get in the conversation.  See what others are doing and follow their lead.

If you are already using social media but your results could be better, develop a digital marketing strategy, set a budget, and start boosting your unique content to a highly targeted audience. Follow the Do’s and Don’ts above and have fun with it.

Let me know if you need any help getting started, keeping things going, or taking your digital marketing to another level.

How One Professional is Crushing it on Facebook

Facebook for CommunityYou Don’t Have to be a Big Business to Create a Powerful Community Online

Rob Ross is a Loan Officer, Vice President, and Branch Manager with MVB Mortgage, a leading lender in Washington DC Metro, Virginia, West Virginia, and North Carolina. Rob is in charge of the DC branch and has risen to the top of his field in production and through quality work. He has also been a client of mine for several years. We post industry and regional posts on his Facebook page as a good foundation of content and consistency, then he works it like no other. His strategy is not a secret – anyone can do it, but most people don’t. I interviewed Rob to find out what he is doing in the hopes of inspiring other small and independent business owners to create community around themselves as a business.

Interview with Rob Ross:

Me: Rob, you are a very successful mortgage lender and a top producer in your company. You attribute a portion of your success to social media. The efforts you’ve put into building a strong presence as a resource, a connector, and an industry expert has positioned you well for a constant stream of business. What have been your most successful actions and what did they produce?

Rob: This is how I work my business online:

Define the Audience

You have to know your audience so you can deliver what is most important to them. Some people in my industry post mortgage news data…the kind of thing most people would find boring. My audience is made up  mostly of consumers (home buyers), former clients, and referral partners, such as realtors. If I want to stay top of mind and keep this audience engaged with me, I have to deliver content that matters to them. Social Media Maxima posts articles about real estate and the community in DC, and I add to that with pictures of happy closings, announcements of events I’m sponsoring, my marketing collateral, and share meaningful content from my network. 

Consistency

Consistency is the key to creating an online presence – making sure there is interesting, relevant, and regular content on social media sites and responding to messages in a timely manner is critical. I don’t just keep up with my own pages, If people in my community post something of value for others, I share it on my page and use that as an opening to request a meeting. This does 3 things: 1. Add more great content to  my site, 2. Acknowledge the other person for their content, which is reinforcing,  3. Provides common ground to strengthen the relationship. I do this through normal research to see who is having open houses or broker’s opens, then I use social media channels to make a positive connection.

 Be Patient and Persistent

Many people get discouraged with social media because they post for a few weeks and nothing happens. It takes time and attention to build a presence and community online and the return is not always obvious. I know that my posts are in front of people who may not call me for a mortgage today, but maybe in a year or two when they need one, I’ll be top of the list because I’m top of mind.

Think outside the box

How can you create something with your platforms that is good for others and for you? I created DC Metro Real Estate Facebook page as a place not to showcase myself but to give realtors a platform to post their listings, closings, open houses, questions, and share interesting industry information. It started with nothing, now over 17,000 people like this page. I have also done fun things on the page like put up a post “First 10 people to respond to this post will get a listing featured on the top of this page”. People responded like crazy, the site grew, realtors got greater visibility. Though II’m not self-promoting to the group, I have an incredible audience of people who I’ve been able to build quality relationships with on and offline. 

I also created Loudoun 365 Facebook page by partnering with an agent to post something new to do every day. It has taken 2 years to build it to 6,000 and so far we haven’t done any promoting. We are just building trust and giving back a resource to the community. Now that we have a great following, we can promote a first time home buying seminar on the page and expect a great turnout. It is not just for us to promote ourselves, we approach local businesses to sponsor the page with a special offer for page members. Everyone wins and anyone could do this at no cost. 

Integrated Approach

I always looking for personal touch opportunities. We work in a very dynamic industry so I leverage my connections to grow my network. I work online to develop relationships off line, it isn’t an all one or the other thing.  I also teach realtors some of the tools of the trade that has worked for me and share my knowledge and experience with them.

FB Advertising and Other Groups

I often boost posts to get a greater response. I Did an event seminar with a local home builder, advertised it on FB and had 20 people respond. This post would not have had that great a response without the extra bump. Now I have warm referrals from the event and my network continues to expand. 

Me: What would you say has been the best action you’ve taken on social media to get your name out there, rise above your competition, and build such a successful business?

Rob: Constantly sharing other people’s stuff!

Well, there you have it. I really appreciate Rob’s information and inspiration. One of the things that makes Rob so successful in his business is his genuine desire to help others. He is a really nice person, as well as a leader in his profession. I’m always advocating for a greater orientation of giving over receiving. If you have that as your modus operandi in life, you will have a much better time with social media for your business. Thanks, Rob.

Facebook Groups are Good for Business

Facebook GroupsIt is About Presence and Connections

If you are using social media for your business, you already accept the reality that inbound marketing is not advertising and traditional bottom line and ROI assessments are different here. Engaging in groups, with a eye toward helping your business is taking that social  media to a new level.  Are a member of any Facebook group? They present a unique opportunity to connect with others around a common theme, such as industries – realtors, chiropractors, authors…, local  – Real Housewives of _____, Single Parents of ______, 365 Things to do in _____, Existing Groups – people taking a course together, networking groups, organizers for a large event, Interests – golfers, wine lovers, spirituality.  If there is a way to organize people around something, there is probably a Facebook group for it. If not, you can be the first to start one.  Here we are looking at two ways to participate in groups that could help your business, and as always, tips throughout to help you get the most out of it.

The best way to promote your business in groups is counter-intuitive for many entrepreneurs. Like everything else in social media, it is more about giving than receiving. By positioning yourself as helpful, supportive, and knowledgable, you build trust and presence that goes toward building a strong internet voice. Two ways to leverage the strength of Facebook groups:

Join and Engage in a Variety of Groups

Look for groups in the Facebook search bar based on your industry and audience. Or, if you want to be more targeted in your search, click on the “new groups” tab to the left of your “Home” screen under the “Groups” tab. This will open up options to find groups based on Facebook’s suggestions, your friends’ groups, and local groups. I suggest you check the group’s “About” section, number of members (bigger isn’t always better), and level of engagement before you join. If you do get into a group that you don’t like, it is easy to leave. Open groups you can join right away, closed groups require approval and secret groups will not show up in your search because they require an invitation.

Once you find some groups that suit your interests, make sure you are clear about the group rules before you start posting. Most groups want their members to introduce themselves and welcome your 10 second (not minute) elevator pitch and link your website/Facebook page. Some groups don’t allow any promotion, others have it organized by day/posts, and some are all about business promotion. A good rule to follow – when in doubt, ask. I request permission from group administrators before I post my blog in their groups. I haven’t had anyone say no yet and once I get it, I post my articles and engage with the group members on my topics.

Some examples of groups interaction that could be good exposure for business:

  • A group member asks for information that is in your area of expertise. You respond with your brilliant insight for all the group members to see. I just saw this happen and the person offering advice got a lot of interest for her services from other group members
  • You see a post asking for referrals for the service you offer…no brainer “I can help you with that”. It happens frequently in local groups, mostly for business to consumer services, but you have to be there to see it
  • You post your blog, article, or if allowed, a special offer, and people respond. Make sure your post is attractive and compelling, with a clickable link to a sales or contact page.
  • On the flip-side, spammy posts and comments can get you kicked out of a group and publicly shamed for doing so.

Like most other things in social media, beware of the rabbit hole. It is easy to get sucked into group discussions, either as a participant or observer. Limit your participation to discussions that you can contribute to in a helpful way. Consider accessing the support of the group by asking for information or feedback. Be authentic and don’t use your post to sneak in your promotions.

Start Your Own Facebook Group

Once you have had some experience in Facebook groups, you may want to start your own around an interest, industry, network, event, or offering. You will want to have critical mass before you launch a new group. The last thing you want is to be the administrator of a Facebook group that nobody cares about. If you can start with a core group of committed individuals who will participate in the group, you can build from there. Your content should be relevant, timely, and interesting to group members. Give them a reason to want to connect in your group.

Future blogs will go into the mechanics of starting a Facebook group and reveal some case studies of successful strategies to using Facebook groups to promote yourself and your business. We will also talk more about best practice for group moderators and how to manage online behavior in your group.

Keep in mind that Facebook groups can only be joined and engage in from a personal profile, so you will be participating as yourself, not your business. This means that when you are referencing your business you do so with a link to your website or Facebook page. Also, interaction in groups does not show up in your newsfeed, so your Facebook friends will not see your posts and interactions in your groups. Finally, try to maintain a consistent presence in the few groups that matter to you. Like and comment on other people’s posts. It is not uncommon for business relationships, strategic partnerships, and even new customers to come as a result of quality group interaction. As always, if you have any questions, please give me a shout, I’m always happy to help.

In Support of Digital Civility

Civility in the digital ageWhy do People Behave the Way They do on Social Networks?

Inspired by several recent observations of digital acting out, this seems like a good time to approach the subject of social networking, human behavior, and tips to make it a more productive space. The online world is relatively new, so the social, psychological, cultural, and legal implications leave a lot to be understood. I came across an interesting study offering insight into human behavior on social networking sites, but much of this article is anecdotal from my experience. I’ve also included some tips to help guide interaction on these platforms.

Starting from the premise that people are basically good and do not intend to cause harm, it is curious that platforms like Facebook pages, Facebook groups, and online forums, tend to bring out a less than loving nature in so many people. There are characteristics of the digital space that make for interesting human dynamics. Many people act differently online than they do in person. They may be more outgoing, or passive, they may be more aggressive or social online then they are in person. Here are some contributing factors for this phenomenon.

Some Reasons Why People Behave Differently on Social Networks

No non-verbal communication –The loss of tone, volume, inflection, expressions, hand gestures leads to misunderstandings.

People don’t read actual words – Instead of comprehending the words as written, people sometimes see what they think the person means, ascribe meaning that isn’t real (mis-attribution), and let their emotions dictate a response.

Enhanced self esteem – Because we present ourselves in a favorable light on social networks – the best pictures, accomplishments, vacations, and things to be celebrated, our self concept can be enhanced. Though this can have a positive effect, excessive ego feeding on social media may also encourage decreased self control and lowered impulse control.

The new soap box – Online platforms are a great place to share information, express opinion, and exchange ideas. The double edged sword is that is is also a great platform to bully, argue, and proselytize. When differing points or view are expressed, there may be grandstanding and attachment to ideology rather than a respectful exchange of beliefs. 

Consequences for negative behavior are not the same online – Aggressive and threatening behavior in person is likely to meet with painful consequences, however the result of nasty behavior online is essentially inconsequential. 

Greater homogeny (not in a good way) – People tend to surround themselves with others who share similar views, so the opportunity to see the “other” point of view is limited. Unlike most “real life” contexts, on social networks you select your microcosm, which becomes highly self-reinforcing.

Anonymity – People behave better in person. Most people would never call someone in front of them an “idiot”, even if that’s what they think. The internal censor is more active when we are face to face with another, than it is when we are not – note ordinarily nice people transforming into aggressive drivers.

In a culture of polarization, social networking may be contributing to a difficulty finding common ground. I’ve seen some bizarre behavior in Facebook groups and our neighborhood forum, where members are very diverse. A surprising kind of a mob mentality springs up around posts that touch a nerve with someone in the group. It turns into a verbal food fight, that usually starts innocently and turns ugly for some of the reasons listed above. Many people avoid the drama, some are entertained by it, and others jump into the mosh pit with full force.

As we continue to adjust to the role social media and online platforms have in our lives, relationships, and culture, the best course of action is to land squarely on the side of civility.

Tips to Self-Regulate on Social Media

These are mostly self-evident, but still a good reminder

Be a good citizen – the same etiquette that is expected in general public applies online. Don’t be mean and snarky just because you can. Come from a place of helpful support of others.

Don’t take things personally – much of the disputes on digital platforms would be eliminated if participants let go of their need to be right and just let others be themselves.

What would you say if you were in person? – Check yourself and don’t post anything that you wouldn’t say if you were face to face…and be honest about that.

Ask don’t tell – If someone touches a nerve with a post or a comment, take a step back (impulse control) tap into your self awareness, and if you feel you must respond, try asking politely for clarification. Perhaps you misunderstood the meaning.

Don’t be so sensitive – there is plenty of opportunity to be offended in our lives. When you choose to be offended (yes, it is a choice) by someone else, you assume a victim stance, which naturally positions the “other” as the perpetrator. This is a no-win situation. Honor everyone’s right to their opinion, no matter how ridiculous you think it is, and you honor yourself.

My mother always said – “If you can’t say something nice, don’t say anything at all”. Cliche, yes, but so very true. If your contribution does nothing to further the discussion in a positive and constructive direction, then don’t engage.

Consider the source – Since we care more about the opinions of those in our close circle, the comments, perceptions, and beliefs of strangers should be of no consequence and therefor given no energy.

Recognize your role – we are not the content police. It is really not our job to challenge and confront what people say online. Politely offering new information may be taken as helpful, or not.

Humility  -It is more important to demonstrate respectful, intelligent, and mature responses to controversy, than it is to be right.

Lighten up – there is a lot of significance placed on the exchanges on these platforms and it is not necessary. These are “social” networks – you wouldn’t go to a social event and get into a food fight with the host because you didn’t like his comment about ____, so don’t do it online.

I spent a lot of time with this issue because, though I typically write for a small business audience, our shifting culture around digital interaction effects everyone. I hope you found this helpful and if you have any comments, please be kind and further the discussion in a positive direction. Any questions or requests for help with social media, please get in touch.

Thanksgiving and Social Media

Thanksgiving and Social MediaHow to Incorporate the Attitude of Gratitude into your Digital Marketing

The holidays are the perfect time to express gratitude to your connections on your digital platforms. As the end of the year draws near, people tend to turn their attention to the things that matter most. We think about our family and friends and what to give as gifts, maybe we are planning to attend or host parties and festive get-togethers, and there is a heightened sense of energy and activity. This is true for businesses and professionals too. Next year’s budget needs to be prepared and we may be assessing the value of our business relationships which have been built over the past year.

Now may be the perfect time to acknowledge the people who have helped your business in various ways, from clients and customers who have contributed to your revenue, to service providers who have contributed to your business structure, and referral sources who have kept the flow of business coming in, allowing you to stay afloat and grow. Continue reading

Creating Landing Pages to Generate Leads

Facebook for Business

How to Get the Most our of your Facebook Page for Business

This is the second in our “Building your Business Through Facebook Pages” series. Last week’s blog offered an introduction to lead generation on Facebook and described the first step in developing a dynamic Facebook marketing plan – Creating a Compelling Lead Magnet Offer. We discussed how to come up with an offer that your audience would find valuable, then offer it for free. This  blog delves into the second in a progression of steps intended to capture the attention of your prospects, encourage their continued engagement by signing up for your offer, which adds them to your email list where you can continue to connect with them through blogs, tips, coupons, and other or refined offers. Continue reading

Generate Leads with your Facebook Business Page

money magnet How to Create a Lead Magnet for Facebook

Have you noticed that the impressions for people seeing your posts have gone way down? Facebook has changed the algorithm for who sees your posts, decreasing that number dramatically. A previous blog post – “Who Sees Your Facebook Posts” goes into detail about Facebook’s official position and some things you can do it help boost your presence. An element of this shift that is causing some turbulence is the Pay to Play concept.  Facebook has made it clear that if you want to get real traction on your site, you have to put money toward boosting your posts and promoting your page. As a small business owner, you can choose to ignore this and go on with business as usual while your page impressions tank, you could break up with Facebook, or you can see this as an opportunity to further expand your reach and client base. We are going to assume the latter, and out create these challenges to a dynamic internet presence! Continue reading

More Resources to Market Your Business

Expanding OpportunitiesDigital Opportunities Continue to Expand

Sometimes I learn about different online resources for business through industry research, tapping into the community, and other times I discover new avenues out of frustration or boredom. Recently, review sites have been challenging my patience with poor customer service and other objectionable behavior that often accompanies wild success. In an effort to circumvent some of the big dogs, I found what often lies behind corporate giants…viable but smaller competitors committed to creating a better solution. Continue reading