Posts tagged "Facebook"

How Does Social Media Affect Elections?

Today is a big day in Atlanta politics, and I thought it would be appropriate to revisit the topic of social media’s role in politics.  I won’t be getting into the candidates or my affiliation here, but the issue that I want to discuss is how important it is to use all the tools that are available to engage people through the channels they are already using.

VoteLast year, I wrote a post titled ‘Is This the Facebook and YouTube Election?‘ where I mentioned that Facebook and YouTube changed the dynamics of the Presidential election of 2008 in a profound manner.  Many more people were engaged in the process than ever before, and there was an outlet to connect with people in a way that we had never seen in the political process.  The Atlanta Mayoral race reminds me of that dynamic, and perhaps there is even MORE engagement this time.  I find this to be remarkable because local politics rarely gets this kind of attention.  Sure, people get fired up during a Presidential election, but the city level races are rarely in the limelight in this way.

What we’re seeing in the Atlanta race is a willingness to discuss the issues that the community is passionate about, and there has been a great deal of back and forth about the merits of the individual candidates in social channels.  Interestingly, in my conversations with friends, neighbors, etc., very few of those that I’ve spoken with have actually watched the candidates debate on TV.  There have been several televised debates, but many people are simply not tuning in.  But these same people are on Facebook constantly and are engaged in wall posts, video posts, etc. that relate to the race.  There have been several threads that I’ve participated in that have significant engagement with people that I know, and people that I’ve never met before.  Great information is being spread, and hopefully it’s helping people in their decision in the voting booth.  Many people have said they are on the fence, and I can’t think of a better way to get them off the fence than engaging them directly with information and opinions through a trusted friend network on Facebook.

There’s a lesson in this for brands.  People are engaging with each other in these spaces and for many of them it’s the primary way they engage with brands.  In this example, the political candidates are each their own brand, and it will be particularly interesting to see how the candidates use of social media factors into the results of the election.  It’s an incredibly tight race, and they are both doing what they can to get their supporters out to the polls.  There is a difference however – one has a much more robust following on Twitter and Facebook, while the other one is a relative newcomer to the scene.  There was a similar dynamic during the Presidential election last year.  I’m very interested to see if the same pattern holds this time around.

What lessons do you take from this?  Have you been a part of a political discussion through social media that would never have happened otherwise?  How do you think social media affects elections?

Consumer Insights and ROI

BestBuy

The other night while on Facebook, I saw this post from Best Buy that really stood out to me and reminded me of how much I admire their approach to social media. The post asked for feedback on what types of mobile applications they should create to make the holiday season happier, easier, and more enjoyable for their customers. Wow – what a concept! Not only is this one of the best examples I’ve seen of intelligent engagement of the community, but also it promotes the exploration of another smart medium for many brands – mobile.  Despite a lot of the comments being ‘noise,’ there were definitely some nuggets in there that had my head nodding. Here are just a few of the comments (unedited) that I think provide some decent insights:

“An app that downloads specials while in store — good for that visit — reward people that actually make it in to the store”

“Weekly bargins, open box items for fav stores, ability to look up warranty info from serial #, store locator / phone”

“an app that connects people’s whishlists so you can see what the people you know whant for christmas that alow that person to search the facts on that item”

“App idea (not just for holiday season)…
-definately like the sales flyer app
-toss in some stock checking functionality via GPS feature (grabs local zip code via GPS and shows if an item is in stock for closest store).
-Random item… click button -> app displays a random item.
…just a thought.”

“An app that has current specials and local store specials, including unadvertised ones. Also push notifications when a particular product falls below a set price would be nice too.”

“How about a video game app so that when people are doing their holiday shopping the kids can look through the digital catalog and pick out something they like so then the mom/dad will know what they want. please, dont make it just for iphone/ipod. some people have blackberries”

This got me thinking – how do these insights factor into the ROI of their Facebook program? They can obviously measure the number of comments and ‘likes’, and they can also look at the number of ‘good’ ideas that came out of it. Then there’s the ratio of quality comments to overall comments. None of these metrics track directly to the bottom line, but there is a value in this type of engagement to be sure. This type of immediate feedback on a question from a brand is unprecedented with traditional channels, which is a key differentiator for social media. Surely this must have value, but how would you begin to assign a number to it or calculate the true ROI?

It will be interesting to see how Best Buy responds to the input they have received from the community on this initiative. With such a wealth of input, they should be able to create a home run for their customers. I’ll be looking for the app over the next couple of months to see where they landed.

As a side note, I started this post before lunch when Best Buy had about 496,000 fans. As of this writing, they are over 505,000. That’s incredible growth in just a few hours!

Parents on Facebook – too far?

For some time now, I’ve thought that having parents as ‘friends’ on social networks was a recipe for trouble.  This has been reinforced recently as I’ve spoken to several friends and acquaintances that have shared similar stories to my own (unsolicited, I might add).  It goes something like this: “Now that my mom is on Facebook, I have to watch what I say in my status updates and monitor my wall more carefully for friends posting things I wouldn’t want her to see.”  I have found myself second-guessing what I post in my status updates now that my mom, aunt, family friends, etc. have joined Facebook and friended me.  I remember how awkward it felt when I got the friend request from mom – I debated whether to accept it or ignore it?  My cousins were friends with my mom – did that mean I was obligated to accept?  For the record, I’m friends with my mom in real life, so this isn’t some generational rebellion story.  However, I still have the mentality that there are certain things that I just don’t feel like sharing in detail with my parents.  Isn’t this typical for most people?  Aren’t some things best kept between friends?

What does this mean for Facebook?  I believe it opens the door even wider for another network/social application to sprout up and lure the ‘younger crowd’ away.  Forget about my generation (GenX), the younger Millennials are ripe for the picking, right now.  They flocked to Facebook early on and there was a sense that it was ‘their place’ – as opposed to MySpace that had become the ‘older crowd.’  Interestingly, now MySpace is seen in some circles as the ‘young crowd’ again.  So what happens next?  Will the rapid expansion of users on Facebook be its undoing?  Perhaps in the U.S., but it’s more likely that the demographics will just shift and the site will continue to thrive.  Lest we forget, Friendster was ‘dead’ in the U.S. long ago, yet continued to have explosive growth in Asia for years after the U.S. users moved on.  Maybe a more plausible scenario is that Facebook continues to infiltrate into the mainstream, while other niche networks pop up and chip off segments of their user base.

I’ll even go so far as to suggest that MySpace could reinvent itself and peel off some of the users that have migrated to Facebook over the last couple of years, or at the least become the network of choice for Millennials once again.  MySpace has killer entertainment content (Music, Video, Games, etc) – much better and more robust than Facebook, which is appealing to a younger audience.  I think it’s entirely possible for MySpace to right the ship, so to speak.  It would require a significant overhaul to clean up its image as a porn spam infested online playground, but stranger things have happened.   Highly unlikely, but possible.

Mobile access will clearly be a defining factor for the ‘next Facebook.’  Perhaps the next mass migration will be to a mobile-only network or at least one that is designed primarily for mobile devices.  Sharing quick snippets of text, video and pictures will continue to be key drivers of interest in these applications, and perhaps simplicity will be key to the success for ‘the next big thing.’  I recently installed foursquare on my iPhone, and I can see potential in this kind of application for people to stay in touch with each other and share info about what they are up to.  I can say with almost 100% certainty that my parents won’t be on foursquare at any time in the foreseeable future.  There’s something comforting in that for me.

I’m curious to hear other thoughts on what parents on Facebook means to you.  Do you think it will push the younger crowd away?  There are some signs this is already happening, but how far might it go?  Whatever your personal preference, it’s definitely something we should all keep an eye out for.

Remember MySpace?

With all the hype around Facebook, it’s easy to forget that MySpace is still a major player in social networking.  I’ve written on this topic before, but I thought it might be good to have a quick refresher on the subject.  I ran across an article earlier that describes how Timberland launched a new initiative using MySpace to reach out to 18-34 men by aligning the brand with a popular ‘sports rapper’ – check out the article here.  I was particularly drawn to the quote about MySpace not getting the credit it deserves.  I share that sentiment and continue to encourage our clients to explore opportunities on MySpace.  Last month, we launched a MySpace program for Zoo Atlanta, and there has been an incredible amount of engagement just one month into the program.

Earlier this morning, I went onto the site to see if the new David Archuleta album was available on MySpace Music yet (yes, I admit it – I like the kid’s voice), and although the whole album is not available to stream on the site yet, what stuck out to me was the volume of comments on his MySpace page.  All of the visible comments are from today only and the page has over 45,000 comments total!  Granted, he almost won American Idol and his album came out yesterday, but the point is that there is still a huge contingent of people who are active MySpace users despite the explosive growth of Facebook.  This is especially true when music is factored into the equation.  I have yet to discover a new band on Facebook, but on MySpace it happens all the time.

Keep this in mind as you are planning your social media initiatives for 2009.  I wouldn’t leave any stone left unturned.  Some opportunities for engagement are just too important to pass up.

Social Media’s role in the tanking Economy

It’s hard to turn on a computer, much less a television, without being inundated with messages about the gloom and doom of our current economic nightmare.  But what does that mean for the Marketing world?  One thing seems clear to me – now is NOT the time to crawl in a hole and scale back on Marketing.  To the contrary – we know from history that most companies will slash the Advertising and Marketing budgets that could turn the situation around and keep them alive.  Like a sea captain caught in a storm, the best chance of saving the ship is to turn directly into the waves.  Sure, the ride will be rough, but it’s the best strategy for survival.

Social Media and Social Network Marketing in particular has a role to play in navigating the troubled waters ahead.  Think about it – people will continue to communicate socially online, regardless of how much the Dow plummets.  Consumers might not have as much money to go out to dinner or take a vacation, but you can bet that they will spend as much or more time checking their Facebook profiles, surfing YouTube, checking out new bands on MySpace, or engaging in gaming and other applications on mobile devices.  So, this begs the question – why pull back now?  Isn’t this the time to put even MORE emphasis on Social Media?  Wouldn’t NOW be the time to show customers that you care about them and you empathize with their struggles?  Wouldn’t it be great to have positive messages about your company spreading in the midst of all the negative stuff that is spreading out there?

Going back to the fundamentals of Social Media – ask yourself what added value you can provide.  Is competitive pricing an option?  How about a contest where people have a chance to win something cool while helping others that are struggling in the process?  Can your company give a little more to charitable causes that help those most in need during rough economic times?  Remember, when times are tough, charitable organizations take a big hit, while being called upon more than ever to provide services to those in need.  If you can champion one of these causes and share this enthusiasm with your online communities, you will have gone a long way toward building goodwill and positive associations that will affect the balance sheet for years to come.

Remember, the volume of messaging will almost certainly slow down as companies scale back on ad budgets.  Seize this opportunity to double down on your Social Media efforts, or if you haven’t yet embraced it, there’s no better time than right now to get in the game!  Show your customers and potential customers that you understand the challenges they face.  They will remember your goodwill when their situation improves, and chances are they will have told a few people along the way.