Tag Archive | "pages"

Facebook, 2C2P’s Qwik Testing Payments via Pages in Thailand (Report)

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Facebook is conducting a test in Thailand with 2C2P’s Qwik whereby users can make payments directly on pages via credit cards, debit cards or online bank transfers.

The social network already handles payments via its Messenger applications, but not through Facebook pages themselves.

Jon Russell of TechCrunch reported on the trial, saying that Facebook and 2C2P declined to comment.

According to Russell, several top Facebook pages in Thailand are testing the use of Qwik, which brings users who click links to purchase products to a new site, where they enter their payment details.

Russell reported that he obtained screenshots of the process but did not share them due to nondisclosure agreements between pages involved in the test and Facebook.

Sources in Thailand also told Russell Facebook intends to extend the test to other countries in Southeast Asia.

Readers: Would you like to see Facebook introduce a way to pay for products and services directly via pages?

Image courtesy of Shutterstock.

Article courtesy of SocialTimes

Death of Muhammad Ali Shakes Up Facebook, Twitter World

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The death of former heavyweight boxing champion and cultural icon Muhammad Ali last Friday jolted the sports world, along with Facebook and Twitter.

Facebook said in a blog post by Evan Shugerman, who works on sports partnerships for the social network and Instagram, and data scientist Dustin Cable that in the first 24 hours after Ali’s death, 48 million users were responsible for more than 110 million interactions (posts, comments, likes, shares) on Facebook.

According to Shugerman and Cable, the countries with the most Ali-related conversations during that period were:

  1. U.S.
  2. U.K.
  3. Turkey
  4. Australia
  5. Canada
  6. Italy
  7. India
  8. Pakistan
  9. Germany
  10. Ireland

As for Twitter, social media optimization platform SocialFlow examined the use of certain terms on Twitter over the 30 days leading up to Monday, as well as since June 3, the day of Ali’s passing.

Not surprisingly, there was a spike in usage of those terms since last Friday. Data from SocialFlow follows:

Past 30 days:

  1. Ali: 12,843,610
  2. Muhammad Ali: 5,639,220
  3. The Greatest: 5,004,017
  4. Boxing Legend: 361,490
  5. #goat: 183,615
  6. Cassius Clay: 131,369
  7. The Greatest!: 77,996
  8. #greatestofalltime: 60,671

June 3 through 6:

  1. Ali: 8,240,658
  2. Muhammad Ali: 5,522,746
  3. The Greatest: 1,995,362
  4. Boxing Legend: 345,911
  5. #goat: 129,150
  6. Cassius Clay: 128,840
  7. The Greatest!: 62,998
  8. #greatestofalltime: 59,913

Finally, Facebook shared the top six posts about Ali by public figures (embedded below), from:

  1. Will Smith
  2. The White House
  3. Leo Messi
  4. Jean-Claude Van Damme
  5. Ice Cube
  6. 50 Cent

Readers: Did you post about Ali’s death on Facebook or Twitter?

Image courtesy of Muhammad Ali Facebook page.

Article courtesy of SocialTimes

Facebook Pages Paid for 31.68% of Total Reach in April (Report)

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Brands on Facebook are slowly beginning to accept the fact that the social network is a pay-to-play platform.

Social analytics and reporting firm Locowise found that 43.28 percent of the 5,000 Facebook pages it studied in April used Facebook advertising, which accounted for 31.68 percent of their total reach.

According to Locowise, the levels reached in April marked the highest since it began studying pages on Facebook in May 2015, as well as the highest number of pages using ads since October 2015.

Other findings by Locowise in its April analysis of Facebook pages included:

  • Likes growth remained steady compared with March, at 0.18 percent, marking the highest percentage since November 2015.
  • The average post reach was 10.71 percent of total audience, down 6.13 percent from March.
  • Organic reach is actually on the rise, as Locowise found that the first four months of 2016 tallied the highest organic reach since it began its studies.
  • Videos secured the most reach, at 12.17 percent of total audience, followed by photos (11.53 percent), links (9.32 percent) and status updates (5.09 percent).
  • Engagement rose 2.44 percent from March, tallying 5.04 percent of people reached. This figure is up 13.26 percent since reaching its low point in January.
  • Surprisingly, status updates were the most engaging format in April, at 5.4 percent, followed by videos (5.26 percent), photos (5.26 percent) and links (4.11 percent).
  • 0.64 percent of pages’ total audiences engaged with videos, followed by photos (0.61 percent), links (0.38 percent) and status updates (0.27 percent).

LocowiseFacebookApril2016AveragePostReach LocowiseFacebookApril2016AveragePostEngagement

Locowise said in a blog post announcing its April findings:

50 percent more advertisements were served in 2016 than in 2015, and advertisers are now paying 5 percent more than what they used to last year per ad. Facebook has made 33 percent more money per user this year than it did last year.

Facebook is definitely doing its best in order to keep its audience engaged on the platform. This month, we saw the first temporary Reaction on the platform, as Facebook added a flower button for Mother’s Day. We can expect more temporary Reactions to follow for some of the other big events and holidays.

Facebook has recognized that actions such as sharing and commenting may not necessarily be the best indicators of what content people want to consume. The News Feed algorithm now predicts how likely you are to click on an article and how long you are likely to spend reading it–all this in order to put more relevant content into your News Feed.

Readers: What did you think of Locowise’s Facebook findings for April?

Article courtesy of SocialTimes

Facebook, MSQRD Kick Off Custom Filters for Copa América Centenario 2016

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The U.S. will host the Copa América soccer tournament for the first time, and Facebook and MSQRD have fans covered, literally.

Soccer fans can use custom-created filters via MSQRD or the Copa América Centenario 2016 Facebook page to “paint” their faces with their country’s flag and create video selfie animations or still images, which can be shared with friends or set as temporary profile pictures.

Copa América Centenario 2016 kicks off June 3 and runs through June 26.

Readers: Are you ready to represent your country?

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Article courtesy of SocialTimes

More Instagram Features for Business Profiles Discovered in Code?

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Analytics for business profiles may not be the only new advertiser-targeted features being cooked up by Instagram.

Elliott Murray, head of innovation at Social Chain, decompiled the code for the latest version of the Instagram application, and he discovered four potential game-changing features that have not yet been activated.

Murray detailed the hidden features in a Medium post, noting that all four of them are Boolean variables and are set to either true or false, depending on the user:

  • can_boost_post: Instagram, much in the same way Facebook currently does, will allow users (and more likely businesses) to pay to boost their posts’ reach across their network. Worrying for businesses that have amassed sizable social audiences is the prospect that this paid method of boosting may become the only way to efficiently reach followers, as many businesses found with their pages on Facebook.
  • can_see_organic_insights: Now this is an interesting one. Last week, screenshots were leaked that showed what Instagram’s upcoming analytics interface will look like. Clearly, a paying user that utilizes Instagram’s ad platform will gain access to these insights, but the fact that there is a new label for organic_insights may suggest that regular users will have the ability to gain analytical insight into their posts’ data. Twitter similarly grants regular users access to this information, and it would be a huge change to Instagram’s display of data if it was to allow regular user access.
  • can_convert_to_business: You may remember when Facebook started forcing businesses to convert their regular profile accounts to pages. Facebook clearly wanted to differentiate between businesses and regular users, and up until this point, Instagram has lacked that differentiation. The fact that this variable says convert suggests that Instagram will soon begin encouraging or forcing some pages to migrate over.
  • show_insights_terms: Insight terms are typically the terms used when describing analytical insight data, including reach, impressions, views, engagement rate, clicks, likes and comments. The potential to gain analytical insight into these areas would be huge for users with a serious social strategy.

Readers: Would you like to see Instagram roll out these features?

InstagramCodeHiddenFeatures

Screenshot courtesy of Elliott Murray.

Article courtesy of SocialTimes

Changes to Facebook Offers?

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Facebook appears to have quietly tweaked its offers features for pages.

Reader Chris Ruberg, digital marketing specialist at OneCommand, shared the screenshot to the right, which displays a new logo for offers, as well as the screenshots below, displaying how offers can now include:

  • A percentage off.
  • An amount off, with the option of selecting currency.
  • Buy one, get one free.
  • A free component to the transaction, such as shipping.

Ruberg also said offers can now contain multiple images or a single video.

Readers: Have you ever used Facebook offers?

NewOffers20PercentOff NewOffersBuyOneGetOneFree NewOffersFreeShippingWithPurchase NewOffersMultipleImages

Article courtesy of SocialTimes

How Facebook, Twitter Updates Improve Customer Service

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Behind the flurry of virtual photo albums, the latest celebrity gossip and day-to-day updates condensed into just 140 characters, there exists a forum for customer service. More and more often, customers are turning to social networks to engage with brands, seeking support and offering both positive and negative feedback.

While the conversation between brands and customers on social may have begun organically, these engagements are now encouraged and supported by the networks that host them. Recent updates to Facebook and Twitter have been geared directly toward improving companies’ ability to engage with customers and offer support.

It’s a win-win … win, if you think about it. Social networks give both brands and users another reason to visit their platform, businesses are able to collect and address feedback quickly and customers can get the support they need without having to make a call or fill out a form.

Social customer service is getting easier and more intuitive by the minute, thanks to what has become a steady stream of platform updates. The question is, then: What’s new and how does it impact my ability to communicate with customers? You may not care about Facebook Messenger’s new basketball game or Twitter’s improvements for Moments, but there are a number of updates you should care about. Here are a few recent changes worth checking out:

What’s new on Facebook

It’s no secret that having a Facebook presence is strategic and, at this point, a necessary move for businesses. Ever since the creation of Facebook pages in 2007, the platform has welcomed companies and consumers alike. A number of recent updates, built upon the original vision for 0ages, have expanded what’s possible for brands and opened up new ways for communicating.

Chat bot application-programming interface: In early April, Facebook granted businesses access to its chat bot API, which allows brands to create bots for Messenger. With an increasing number of customers turning to Facebook’s messaging application to engage with brands, these bots allow companies to keep up with the increasing number of inbounds with automated conversations. While bots won’t replace human interaction anytime soon, they are tools that are capable of adding a personal touch to automation, and they can speed up customer service by tackling simple questions, such as, “Is this item in stock?,” or, “Can I make an appointment for Friday?”

Messenger links and codes: Facebook introduced new links and scannable codes that allow customers to navigate from a business’ page directly to a private Facebook Messenger conversation. These links and codes can be placed in the business description section, shared in response to a comment or even handed out during in-store interactions as a means for continual support.

Promoted responsiveness: Pages now allow brands to promote how responsive they are to messages. Companies that respond to 90 percent of inquiries within five minutes can add a “Very Responsive” badge to their page. Additionally, administrators may opt, instead, for a badge that states the average response time explicitly. Not only does this transparency push businesses to respond quickly, but it encourages customers to seek help from brands on Facebook. Customers will know how long they can expect to wait for a response and are therefore more likely to give it a try rather than calling a help line.

New and improved pages inbox: As part of the same update, Facebook introduced new functionality for business page inboxes that provide context about each customer. With this feature, admins can access past interactions, as well as publicly shared information—such as location and age—to better serve each customer. Admins are also able to leave notes about customers and sort conversations into categories. When leveraged properly, these features allow brands to tailor responses to each individual customer, offer more intuitive support and build upon previous engagements.

What’s new on Twitter

If you’re questioning Twitter’s commitment to creating customer service features for brands, check out its Customer Service Playbook. This is a company that recognizes the vast possibilities for customer service on its platform and isn’t shy about it. Since Twitter’s launch in 2006, brands have used the platform as a marketing method, and they are growing to more frequently use it as a customer-service tool, too.

Customer Feedback Tool: Social networks are known for generating unsolicited feedback (which is great), but with Twitter’s new update, brands can privately request feedback from customers, as well. Using traditional NPS (Net Promoter Score) and CSAT (Customer Satisfaction) methods, companies can request customers to participate in surveys housed within Twitter. What’s more, that data can be easily stored on Twitter, and customer-service reps are able to follow up with customized replies to thank people for their participation.

Direct message updates: In a wave of updates to Twitter’s DM feature, the platform has made it easier for companies to engage with customers when 140 characters just won’t cut it. Companies and customers are now able to initiate a DM even if they aren’t following each other. Additionally, companies can include a link to private message within their reply to customer. That way, brands can easily offer additional help in a private setting. The result: A quickly serviced customer and money saved by avoiding a potential support call.

What’s next: Snapchat and Instagram

As Facebook and Twitter pioneer the way for customer service on social, it’s possible that other platforms will follow suit. While Snapchat and Instagram may seem to be unlikely candidates for fostering customer conversations, the same could have been said about Twitter—limited to just 140 characters, the platform could have been dismissed as unsuitable for communicating with customers. But that clearly isn’t the case.

Snapchat’s platform opens potential for engaging with users via video tutorials, instructive photos and beyond. With new chat features being added, the platform has become more conducive to long-form customer interactions.

As for Instagram, the platform’s announcement of a new algorithm for sorting photos is a step in the wrong direction. However; it’s not a nail in the coffin by any means. The truth of the matter is that brands hold the power when it comes to bringing social customer service to new platforms. All it takes is a little bit of creativity.

Elizabeth Clor is the senior director of marketing at customer intelligence platform Clarabridge.

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Image courtesy of Shutterstock.

Article courtesy of SocialTimes

Mark Zuckerberg, Justin Osofsky Address Facebook Trending Topics Controversy

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Facebook continued to defend itself against allegations that it prevented conservative content from appearing in its Trending Topics.

Co-founder and CEO Mark Zuckerberg addressed the issue in a post (embedded below), and vice president of global operations Justin Osofsky did the same in a Newsroom post.

Zuckerberg wrote:

This week, there was a report suggesting that Facebook contractors working on Trending Topics suppressed stories with conservative viewpoints. We take this report very seriously and are conducting a full investigation to ensure that our teams upheld the integrity of this product.

We have found no evidence that this report is true. If we find anything against our principles, you have my commitment that we will take additional steps to address it.

In the coming weeks, I’ll also be inviting leading conservatives and people from across the political spectrum to talk with me about this and share their points of view. I want to have a direct conversation about what Facebook stands for and how we can be sure our platform stays as open as possible.

The reason I care so much about this is that it gets to the core of everything Facebook is and everything I want it to be. Every tool we build is designed to give more people a voice and bring our global community together. For as long as I’m leading this company, this will always be our mission.

And Osofsky added:

The Trending Topics team is governed by a set of guidelines meant to ensure a high-quality product, consistent with Facebook’s deep commitment to being a platform for people of all viewpoints. Our goal has always been to deliver a valuable experience for the people who use our service. The guidelines demonstrate that we have a series of checks and balances in place to help surface the most important popular stories, regardless of where they fall on the ideological spectrum. Facebook does not allow or advise our reviewers to discriminate against sources of any political origin, period. Here are the guidelines we use.

Potential Trending Topics are first surfaced by an algorithm that identifies topics that have recently spiked in popularity on Facebook (in other words, ones that have a high volume of mentions and a sharp increase in mentions over a short period of time). The Trending Topics algorithm also uses an external RSS website crawler to identify breaking events so that we can connect people to conversations on Facebook about newsworthy events as quickly as possible. A list of included websites is available here (embedded below).

Facebook Trending Topics RSS Feed List by David Cohen

Members of the Trending team look at potential Trending Topics as they are surfaced by the algorithm and do the following:

  • Confirm that the topic is tied to a current news event in the real world (for example, the topic “#lunch” is talked about during lunch every day around the world, but will not be a trending topic).
  • Write a topic description with information that is corroborated by reporting from at least three of a list of more than a thousand media outlets. A list of these media outlets is available here (embedded below).

Facebook Trending Topics Domains by David Cohen

  • Apply a category label to the topic (e.g. sports, science) to help with personalized ranking and to enable suggestions grouped by category for the various tabs on the desktop version.
  • Check to see whether the topic is national or global breaking news that is being covered by most or all of ten major media outlets—and if it is, the topic is given an importance level that may make the topic more likely to be seen. A list of these outlets is available in the guidelines (embedded below).

Facebook Trending Topics Review Guidelines by David Cohen

The list of Trending Topics is then personalized for each user via an algorithm that relies on a number of factors, including the importance of the topic, pages a person has liked, location (e.g.. home state sports news), feedback provided by the user about previous Trending Topics and what’s trending across Facebook overall. Not everyone sees the same topics at the same time.

When you click on a Trending Topic, you are taken to a search results page that includes all the news sources and posts that are covering the topic. The articles and posts that appear here are also surfaced algorithmically.

Trending is also integrated into Facebook Search so you can search for any Trending topic that may not show up in your Trending suggestions.

Readers: What are your thoughts on this controversy?

Article courtesy of SocialTimes

Instagram Testing Business Profiles

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Instagram’s answer to Facebook pages, business profiles, are being tested with a small group of users and have been spotted in the wild.

Instagram confirmed the test to TechCrunch, which shared the screenshots to the right and below from Later Blog.

A spokesperson for the Facebook-owned photo- and video-sharing network told TechCrunch, “We are testing new business tools coming to Instagram in a few months,” but offered no specific details on a launch date or further information.

Features on Instagram business profiles that differ from traditional Instagram profiles include a contact call-to-action button, access to maps and directions, the ability for users to email the businesses and the ability for the business owner to specify what type of business the profile represents.

Readers: What are your initial impressions of the business profiles being tested by Instagram?

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Article courtesy of SocialTimes

Facebook Opens Philippines Office

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Facebook set up shop in the Philippines, announcing the opening of its first office in the island nation earlier this week.

Vice president, Asia-Pacific Dan Neary broke the news in a Facebook post from Makati, Philippines:

I’m excited to share that Facebook opened its first office in the Philippines today. More than 49 million Filipinos access Facebook every month to connect with their friends and loved ones–this is over 91 percent of the internet population. The Philippines is a highly engaged, mobile-first nation filled with people who are creative, entrepreneurial and have a strong sense of community.

Filipinos have been sharing the unique moments that matter on Facebook with their friends and family, be it life milestones or a trending video. Two in three Filipinos are connected a business page on Facebook, and they’re using the platform to discover new brands and products.

Our team has already been partnering closely with businesses–small and large–in the Philippines, and I’m looking forward to the opportunity to grow together with our partners there. #FB4PH

FacebookPhilippinesAnnouncement

Article courtesy of SocialTimes

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