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Social Media Glossary

SM 101 TermThere are so many terms that are used within social media it can be confusing for those that are new to the world of social media. This glossary will help you navigate your way –

A

Algorithm – An algorithm is a set of formulas developed for a program to perform a certain function. This is important in the social sphere as the algorithms sites like Facebook and Google use are critical for developing content promotion strategies.

Avatar – An avatar is an image or username that represents a person online, usually within forums and social networks.

B

Bio – A bio on social media refers to a short piece of text that explains who the user is.

Blog – Blog was created from “web log.” Blogs are usually maintained by an individual or a business with regular entries of content on a specific topic, description of events, or other resources such as graphics or video. “Blog” can also be used as a verb, meaning to maintain or add content to a blog.

C

Chat – Chat can refer to any kind of communication over the internet but traditionally refers to one-to-one communication through a text-based chat application, often referred to as instant messaging (IM) applications.

Comment – A comment is a response that is often provided as an answer or reaction to a status post or message on a social network.

Connections – The LinkedIn equivalent of a Facebook ‘friend’.  As LinkedIn is a social networking site, the people you are connecting with are not necessarily people you are friends with, but rather professional contacts that you’ve met, heard speak, done business with, or know through another connection.

Content – describes text, pictures, video and any other meaningful material that is on the Internet

Conversion Rate – refers to a common metric tracked in social media that is the percentage of people who completed an intended action (i.e. filling out a form, following a social

D

Direct Message – Direct messages — also referred to as DM — are private conversations that occur on Instagram/Twitter.

E

Ebook – is an electronic version of a book. However, most ebooks are not actually available in print (unless you print them). These are typically published in PDF form. For marketers, ebooks commonly serve as lead generating content .

Endorsement – An endorsement on LinkedIn refers to an instance in which another LinkedIn user recognizes you for one of the skills you have listed on your profile.

Engagement Rate – is a popular social media metric used to describe the amount of interaction — likes, shares, comments — a piece of content receives.

F

Facebook – is a social media platform. The site connects people with friends, family, acquaintances, and businesses from all over the world and enables them to post, share, and engage with a variety of content such as photos, videos and status updates. The platform currently boasts around 1.49 billion active users.

Fans – Fans is the term used to describe people who like your Facebook Page.

Forums – Also known as a message board, a forum is an online discussion site. It originated as the modern equivalent of a traditional bulletin board, and a technological evolution of the dial-up bulletin board system.

Follower – In a social media setting, a follower refers to a person who subscribes to your account in order to receive your updates.

Friends – Friends is the term used on Facebook to represent the connections you make and the people you follow. These are individuals you consider to be friendly enough with you to see your Facebook profile and engage with you.

G

Geotag – A geotag is the directional coordinates that can be attached to a piece of content online. For example, Instagram users often use geotagging to highlight the location in which their photo was taken.

GIF – GIF is an acronym for Graphics Interchange Format. In social media, GIFs serve as small-scale animations and film clips

Group – This can be public or private, and gives users the chance to come together to talk about a specific subject in one place.

H

Handle – Handle is the term used to describe someone’s @username on Twitter.

Header image – A header image refers to the large photo displayed at the top of your profile on Twitter. The header image is also commonly referred to as the banner image on LinkedIn or the cover image on Facebook.

Hangout – is a video service on Google+ that allows you to video chat with up to 10 Google+ users are a time. You can name these chats, watch YouTube videos during them, open a Google Doc with colleagues, and much more.

Hashtag – A hashtag is a tag used on a variety of social networks as a way to annotate a message. A hashtag is a word or phrase preceded by a “#”. Social networks use hashtags to categorize information and make it easily searchable for users.

Hyperlink – is the direct connection to specific online material

I

Inbox – the mailbox that receives your online mail.

K

L

Lead-Generation – usually the exchange of free content (eg ebook) for email address or other personal information

Like – A Like is an action that can be made by a Facebook or Instagram user. Instead of writing a comment or sharing a post, a user can click the Like button as a quick way to show approval.

Link – see Hyperlink

Live streaming – Live streaming is the act of delivering content over the internet in real-time.

Lurker – A lurker online is a person who reads discussions on a message board, newsgroup, social network, or other interactive system, but rarely or never participates in the discussion.

M

Mashup – A content mashup contains multiple types of media drawn from pre-existing sources to create a new work. Digital mashups allow individuals or businesses to create new pieces of content by combining multiple online content sources.

Meme – A meme on the internet is used to describe a thought, idea, joke, or concept that’s widely shared online. It is typically an image with text above and below it, but can also come in video and link form.

Mention – A mention is a Twitter term used to describe an instance in which a user includes someone else’s @username in their tweet to attribute a piece of content or start a discussion.

N

News Feed – A news feed is literally a feed full of news. On Facebook, the News Feed is the homepage of users’ accounts where they can see all the latest updates from their friends. The news feed on Twitter is called Timeline.

Notification – A low importance message either generated automatically or as a result of a friend’s action

P

Page – This is your business profile or “page” where customers can find your posts and business information.

Personal Message – Personal messaging (PM) is a form of real-time, direct text-based communication between two or more people. More advanced instant messaging software clients also allow enhanced modes of communication, such as live voice or video calling. Also known as Direct Messaging and Instant Messaging

Permalink – is an address or URL of a particular post within a blog or website that remains indefinitely unchanged.

Platforms – the various online products to assist users online eg social media

Podcast – A podcast is a series of digital media files, usually audio, that are released episodically and often downloaded through an RSS feed.

Post – also known as a status update. These may include text, pictures, links videos and audios.

Privacy – knowing and understanding the security settings for each platform will ensure that you are aware what data you are making available to the world.

Profile – A personal page created for individual use. It is the personal details of you online.

Profile Picture – The image that represents you or your business. This is a smaller photo that shows up alongside all of your posts.

Q

R

Reach – The number of people who saw your post. This includes the number of people you reached through organic and paid reach.

Reaction – a variation to the standard “Like” for Facebook. FB also offers variations during holiday times.

Recommendation – A recommendation on LinkedIn is a term used to describe a written note from another LinkedIn member that aims to reinforce the user’s professional credibility or expertise.

RSS Feed – RSS is a family of web feed formats used to publish frequently updated content such as blogs and videos in a standardized format. Content publishers can syndicate a feed, which allows users to subscribe to the content and read it when they please from a location other than the website (such as Feedly or other RSS readers).

RSS Reader –  allows users to aggregate articles from multiple websites into one place using RSS feeds. The purpose of these aggregators is to allow for a faster and more efficient information consumption.

S

Search Engine Optimisation  – is the process of improving the volume or quality of unpaid traffic to a website from search engines.

Schedule – to set social media posts for future dates.

Selfie – is a self-portrait that is typically taken using a smartphone or by using a selfie stick (a pole that attaches to your camera). Selfies are commonly shared on social media networks using the hashtag #selfie.

Share – to forward another’s post to your own timeline for viewing by others

Social Media Monitoring – is a process of monitoring and responding to mentions related to a business that occur in social media.

Social Proof – refers to a psychological phenomenon in which people seek direction from those around them to determine how they are supposed to act or think in a given situation. In social media, social proof can be identified by the number of interactions a piece of content receives or the number of followers you have. The thought is that if others are sharing something or following someone, it must be good.

Social Selling – is a sales concept in which representatives leverage the power of social communication to engage with prospects by answering their questions, providing helpful content, clarifying information, etc.

Status – a post to a personal or business social media profile

T

Tag – Tagging is a social media functionality commonly used on Facebook and Instagram that allows users to create a link back to the profile of the person shown in the picture or targeted by the update.

Timeline – a record of events from your social media life that you (or your friends) have posted

Trending Topic – refer to the most talked about topics and hashtags on a social media network. These commonly appear on networks like Twitter and Facebook and serve as clickable links in which users can either click through to join the conversation or simply browse the related content.

Tribe – a group of followers

Troll – A troll or internet troll refers to a person who is known for creating controversy in an online setting. They typically hang out in forums, comment sections, and chat rooms with the intent of disrupting the conversation on a piece of content by providing commentary that aims to evoke a reaction.

U

User-Generated Content – is content — blogs, videos, photos, quotes, etc. — that is created by consumers. Marketers typically tap into their audience in an online setting to collect this type of content to support a campaign or initiative.

URL – an address on the world wide web

V

Viral – is a term used to describe an instance in which a piece of content — YouTube video, blog article, photo, etc. — achieves noteworthy awareness. Viral distribution relies heavily on word of mouth and the frequent sharing of one particular piece of content all over the internet.

Vlogging – or a vlog is a piece of content that employs video to tell a story or report on information. Vlogs are common on video sharing networks like YouTube.

W

Wall –A wall is a section on a Facebook profile where others can write messages, post pictures etc.

Webinar – is an online seminar or presentation that is hosted by an individual or a company. Most often, the host requires attendees to fill out a form before granting them access to stream the audio and slides. In marketing, webinars are held to educate audiences about a particular topic while opening up the floor for a discussion to occur on social media using the webinar’s unique hashtag.

YZ


Asking for Customer Testimonials

 

Your Customers Feedback

Some clients will stay with your business forever and some customers will only use your products or services once but every one of them can give you a testimonial. These can be a great source of feedback to improve your service and a great insight for new clients.

Testimonials from your customers are an important business tool as it gives potential customers/clients insight on your offered services. Any positive comment received can and should be considered for use as a testimonial for your website or social media. You may even use it with any promotional material that you send out to prospects/clients.

Always ask clients for permission before publishing their comments about your service.

Asking for a testimonial

You may feel awkward asking for a testimonial but you will find it gets easier each time you ask. Many of your customers also feel awkward because whilst they love what you do for them they don’t always know what to write.

The following is the script that I send to clients when I request a testimonial – the reply I always get is that they are grateful for the assistance.

 

“Hi [NAME]

I was hoping that you would be able to provide me with a testimonial for [WORK COMPLETED]- it is through testimonials from my existing clients that I am able to give prospective clients an idea of how I can assist them.  

 

I know how hard it can be to write a testimonial so if it’s needed I have included the following to help – these questions may assist in completing the template below –   

 

  1. What were your concerns before using our service – how did you feel after contacting us?
  2. What did you love about the service – how were we able to help you?
  3. How did you feel after receiving our service?
  4. Would you recommend [YOUR BUSINESS] to anyone?

 

With your answers complete this easy template!

 

I approached [YOUR BUSINESS] because… 

[YOU] helped me by… 

The result was… 

One thing I liked was their… 

I found the experience… 

I would recommend [YOUR BUSINESS] to people who need…

 

And you’re done! And thanks so much!”

 

You may even like to ask for a photo to use when publishing the testimonial.

Social Media Reviews

If your client is a social media user you may also like to request that they post a review to your business page or if they post a status update from their own profile ensure that the status is marked for public viewing. If they are a LinkedIn user also request that they endorse your services.

If you would like assistance in obtaining testimonials from former and current clients, contact Baillie Admin Services to discuss how we can help.

 


bas.ically business Newsletter 2016

Each month we send our subscribers our bas.ically business newsletter. Each newsletter contains easily implemented business tips and advice as well as an interview with a small business owner. To ensure you receive your copy first sign up here

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5 More Mistakes Small Business make on Social Media

Social Media Mistakes by Small Business

In our last post 5 Mistakes Small Business make on Social Media we covered how many of these social media mistakes could be repaired with an effective social media strategy, reversing your social media efforts from being a time sink operation to an organised process driving brand awareness, customer engagement and ultimately profits.

While these mistakes on the face of it are not so obvious to your followers they will affect your social media efforts over the long term.

 

How many of these mistakes are you guilty of?

 

It’s not all about cute “………”

Too often business pages are only sharing photos of cute cats, dogs, pandas and other animals. This also includes motivational quotes. While these may work to boost engagement for a short time over the long term you will be driving your followers away.

Your followers want to be entertained but they also want to be informed. As a leader in your market it is your responsibility to educate your tribe. You have the opportunity to share your knowledge and passions that sharing these types of posts is taking the easy way out.

It’s these cute unrelated pictures that result in…..

 

Inconsistent branding

What you are telling your customers both visually and educationally may be sending mixed messages to your followers. When you are confident in your branding your information is presented to your followers across all media, not just social, in a consistent manner. You need to ensure that all the information you are giving to your customers is relevant with who and what your business is. Additionally you must ensure that the images you are providing are consistent with your branding. This will include colours and fonts etc – your design guide.

This will also apply across the other platforms that your business is using which leads us to…..

 

Platform Overload

Just because there are in excess of 400 social media platforms doesn’t mean you need to be on all of them. Once you have identified where your target market is hanging out you can determine what platforms to use. Your best option is to start with one and understand that platform and provide content that will build consistent engagement before moving onto the next one.

Many businesses set up on too many platforms that lead them to take on…..

 

Automation

Many social media platforms have now provided businesses the option to automate their posting through native scheduling. This can allow businesses, who are implementing a social media strategy to schedule status updated into the future. There are also a number of software options that provide this service. Some platforms also have pre-set replies to respond to messages. While this may help to return some of that lost time back to you, your customers want contact with you. A little automation will make you a more effective business owner, too much automation and your customers will walk away.

As customers are the life blood of any business, all businesses need a…..

 

Lead Generation Strategy

Keep in mind that you don’t own any of the data held on your social media pages. If these platforms were to close down tomorrow how would you get your information/offers to your customers? You should have in place the strategy to obtain and record essential customer information in particular an email address. The best way to do this is with a free offer in exchange for an email address. This could include coupons, e-books, white papers, check lists – anything as long as it is of value to your target audience.

This list of customers is your gold mine and can be used for multiple purposes from market research to product launches.

 

 

 

If you require assistance with repairing these mistakes across your social media platforms, then Baillie Admin Services can define and develop a custom designed social media service covering strategy, management and marketing to meet yours and your customer’s needs. Your business is unique and your social media strategy should be too.


5 Mistakes Small Business Make on Social Media

5 MISTAKES ON SM

Social media is here to stay and it’s a cost effective opportunity that small business can tap into to grow brand awareness and the bottom line.

Unfortunately many businesses make these five common mistakes on social media that can easily be avoided. If you are guilty of making these mistakes, don’t despair because the remedy to repair them is available.

Ok let’s face it there are more than five but it’s no point alarming you too much.

 

Build it and they will come

Many businesses mistakenly believe that all they have to do is set up a business page on any and all social media platforms and the profits will start rolling in. Business owners know that when potential customers search their social media platform of choice their small business will show up in the results and ultimately customers will find all the relevant information needed that will lead them to their business point of sale. We covered the importance of having a social media presence in a previous post Hello, are you out there?

However, building your social media business page it is only the first step. Unfortunately once the page is established many small business owners fall into the next mistake….

 

No commitment to a long term social media strategy

Sure the customer can find you on social media but today’s consumer is looking for more information and requires as much as 18 touch points before making a purchase. Your social media business page is only one of those points. If you have taken a set and forget approach to your social media platforms then your customer is going to go elsewhere to be informed and entertained.

Using social media requires a constant and consistent approach. With a well-constructed strategy the time you spend on social media for your business can be used wisely that will prevent the next mistake of…

 

Post Overload

With no strategy many business owners jump onto their social media platforms once a week and publish and share multiple posts within minutes. The followers who have stuck around have now been bombarded with your inconsistent messages and posts that they don’t bother reading, let alone engaging with. Most will scroll right past your information and some will move immediately to unfollow.

If once a week is the only time you have to spend on updating your followers then look to schedule your messages so that your audience is drip fed the information over the course of the week/month. The other alternative that many small businesses fall into is the next mistake of….

 

Post Ghost Town

With no commitment to a long term strategy there are those business pages that have been left derelict for days, weeks and months at a time. You can see from the timeline if the business has made the commitment to keep their followers informed. When you come across these pages you are left with the impression that the business is no longer operating or they just don’t care about their customers.

Your business page is not there for you it is for your customers, that leads to the mistake of….

 

Ignoring your Followers

Your social media business page is an opportunity to interact with your consumers and just as you wouldn’t ignore a potential customer on the shop floor, neither should you ignore them on social media platforms. It irks me as a small business owner when I visit pages, of both large and small businesses, that have received comments, questions and messages from their followers with no response from the business – even if the page is managed by someone other than the business owner.

It is a simple customer service action to acknowledge the engagement and will leave your follower feeling valued who is more likely to engage with you on a regular basis and from that contact a relationship will be established that hopefully will result in a sale.

 

Once you get these mistakes sorted you will find that your social media efforts move from being a time sink operation to an organised process driving brand awareness, customer engagement and ultimately profits.

Have you made these mistakes on social media?

 

If you require assistance with repairing these mistakes across your social media platforms, then Baillie Admin Services can define and develop a custom designed social media service covering strategy, management and marketing to meet yours and your customer’s needs. Your business is unique and your social media strategy should be too.


Spying on the Competition

eyes

 

Let’s face it, some weeks you post and post and there is just no action on your Facebook page yet you think your competitor is just killing it with massive reach and engagement!!

 

BECOMING A SPYMASTER

Do you want to know their secret?

There are a few options whereby you can research your competitor’s page to see what they are doing and replicate it for your page and for this post we will look at Pages to Watch.

 

THE RECONNAISSANCE 

If at least 100 people like your Page, you can create a list of Pages to watch that easily allows you to compare the performance of your Page with similar Pages on Facebook. Keep in mind that you need to choose at least 5 Pages to watch to see insights about them.

To create a list of Pages to watch:

  1. Click Insights at the top of your Page
  2. Click Overview
  3. Scroll down to Pages to Watch and click Add Pages
  4. Search for a Page you want to watch or choose from Facebooks suggested Pages and click + Watch Page
  5. After choosing at least 5 Pages, click Done

When you add a Page to watch, the people who manage the Page will get a notification. This notification won’t include your name or the name of your Page.

You can add up to 100 pages so make sure you include pages outside of your industry that are performing well.

To stop watching a Page:

  1. Click Insights at the top of your Page
  2. Scroll down to Pages to Watch
  3. Hover over the Page you want to remove and click x

Review your Pages to Watch regularly – check out how often they post, what they post and what type of engagement they get.

 

THE COVERT OPERATION 

To review your list of Pages to Watch:

  1. Click Insights at the top of your Page
  2. Click Overview
  3. Scroll down Pages to  Watch
  4. Click on a Page you watch to see the top posts of the week

To review the Top 5 posts from ALL of your Pages to Watch:

  1. Click Insights at the top of your Page
  2. Click Posts
  3. Scroll across to tab Top Posts from Pages You Watch

 

THE DEBRIEF

Don’t copy your competitors post directly but use the ideas and information to amend your strategy.

You should already be using a variety of post types, including text, links photos and video so it may only be a matter of tweaking what you are already doing.

 

If you require assistance with your social media management, Baillie Admin Services offers management packages to suit your business.

 


Hello, are you out there?

Hello

78% of small businesses attract new customers through social media.

And with 14,000,000 active Facebook users in Australia a business page on Facebook is not an option, it’s a NECESSITY.

But why would I bother?

Your customers are looking for you and statistics now show that they will search for you on Social Media FIRST before they hit Google. The Yellow Pages are a thing of the past!

Once they have found you they will want to know a bit about you. They want to know who you are and what you know – NOT just what you are selling.

From your Facebook business page you can –

  • Inform your customers – share your knowledge, share industry information
  • Talk with your customers
  • Build your brand awareness
  • Engage with your customers – acknowledge and respond
  • Obtain feedback – good and bad
  • Let your customers know what is important to you and your business – your passions will be important to them too
  • Advise your customers of product releases / sales

Only when you have built the loyalty with your customer will they begin the purchase cycle.

It does take time to maintain a social media presence and working with a social media manager who can look after your social media platforms can be a huge benefit to your business, your brand’s reputation and to your business’ bottom line.

Social media done in a strategic way can provide a great return on your investment.

For the best results, whether you choose to do it yourself or outsource to a professional, always make social media a part of your daily routine.

What is your Facebook business page saying about you and your business?