In late March, I gave a presentation for the Mid-Columbia SCORE on how to use social and digital media to grow small business.
Additional sources mentioned include the Pew Research Center research on social media.
In late March, I gave a presentation for the Mid-Columbia SCORE on how to use social and digital media to grow small business.
Additional sources mentioned include the Pew Research Center research on social media.
On the request of a few attendees, this is the spot you can download the slides from my Tri-Cities Women in Business 2019 conference presentation.
This was the first time I’ve given a full-length conference presentation on questions, and I so appreciate everyone who was able to attend!
“Be patient toward all that is unsolved in your heart and try to love the questions themselves, like locked rooms and like books that are now written in a very foreign tongue. Do not now seek the answers, which cannot be given you because you would not be able to live them. And the point is, to live everything. Live the questions now. Perhaps you will then gradually, without noticing it, live along some distant day into the answer.”Ranier Maria Rilke, Letters to a Young Poet
“It Doesn’t Hurt to Ask: Question-Asking Increases Liking” Harvard University, 2017
“Disclosing information about the self is intrinsically rewarding” – University of California, Santa Barbara, 2012
Blood donation study / more likely to take action: link forthcoming.
“Sense and Superstition” New York Times, 2013
“UI study shows social class makes a difference in how children tackle classroom problems.” UI Bloomington Newsroom
As I’m building out and working on a number of presentations that I’ll be giving over the next few months, I’ve run across something I kinda-sorta knew, but didn’t like remembering. People like quoting statistics. And as often as not, those statistics aren’t backed up by research, or even a self-reported survey result.
You can find plenty of lists of “shocking social media statistics” or “101 online reputation facts that will blow your mind” or any permutation of clickbait-y headlines. My rule for every presentation I give, though, is that every single statistic or piece of information I present as fact needs to be backed up by research I’d be comfortable presenting to my boss, or in my podcast.
Stats without support is one of my pet peeves, given that a good research-supported statistic is one of the fastest ways into my heart.
So, for all you other statistics, social media, and online reputation management nerds out there, here’s my roundup of statistics I reference on a regular basis, and the stats that I love but refuse to reference due to lack of support. (Speaking of which, if you can dig up the study or survey or paper behind any of those on the “unsupported” list, please let me know!)
Last updated October 21, 2018
Attention spans have dropped from 12 seconds down to 8. Humans now have a shorter attention span than goldfish.
This one gets me steamed enough I’ve got a full breakdown of the multitude of problems with this statistic on this separate blog post: Goldfish attention spans don’t justify anything.
58% of executives believe that online reputation management should be addressed, but only 15% actually do anything about it.
I found about six versions of this statistic, including some that quote 14% or 16% not doing “anything”. Some also quote only the 58% part, attributing it to “Fortune 500 CEOs”. Either way, as tempting as it is to use this statistic, there’s simply no support that I could find to back it up.
“84% Of Marketers Believe That Building Trust Will Be The Primary Focus For Marketing Efforts In The Future”
This is another one of those stats that gets quoted far and wide, but rarely with a source. The few places I could find that attributed this stat point to 1to1 Media and a 2008 survey, but this company no longer has that survey published. Also, seriously, find a marketing survey newer than 10 years old if you’re trying to talk about the “future” that we’re now in.
25% of market value is attributable to reputation
This one *almost* makes the list of love-but-leave for me, but squeaks in to the nice list. It’s originally attributed to the World Economic Forum. Search their studies as I might, I couldn’t find the original. What I could find, though, was this 2015 article on the World Economic Forum blog that specifically calls out “A recent Forum study,” but it’s linking to a Huffington Post article.
63% of the general public give companies with excellent reputations the benefit of the doubt in times of crisis.
This stat comes from the Reputation Institute in 2018.
When a reputation improves from average to excellent in rating, there’s a 2.7x increase in purchase intent.
This is another one from from the Reputation Institute in 2018.
90% of people searching haven’t made up their mind about the brand they are going to buy
Research by Think with Google in January 2018.
87% of people do comparative shopping for every single purchase they make.
McKinsey based article in February 2017.
Only 7% of people ever go to page 3 of search engine results pages.
This number changes depending on a number of factors, and most studies only look at clickthrough rate. This number is the closest I could find to a combined stat. It’s from Chitika
Wikipedia shows up in the top 10 of the search results more than 50% of the time.
This is from Stone Temple in 2017.
The average person has 7 social media accounts
Research from GlobalWebIndex in 2016.
From brands, social media users want to see discounts, news, posts the educate, and posts that entertain.
Sprout Social 2018 index
58% of adults surveyed said they do not trust a brand until they have seen “real world proof” that it has kept its promises. 2018, Trinity Mirror via Ipsos Connect.
57% of people will shun a business after a bad experience on social media.
Conversocial in 2018
Average response time on social media is 10 hours
Most people will wait only 4 hours for a response on social
89% of all messages on social media go ignored
All three of these are from the 2016 Q2 Sprout Social Index.
80-85% of those who post on social expect a company to respond within 24 hours. Most of these expect within 1 hour. Altitude, 2018
70% of people will change their mind after seeing a response to something negative online.
Jay Baer’s Hug Your Haters, 2016
Customers are willing to pay $204 more per year for wireless carriers that respond to their tweets within 5 minutes. Harvard Business Review, 2018.
49% of customers are prompted to purchase when they receive a response on social. Sprout Social, 2017
There’s a 20-40% increase in per customer revenue when a business interacts with their customers on social media.
Bain and Company, 2011
There’s a 5-9% increase in revenue for restaurants when their Yelp reviews go up by 1 star This one is often extrapolated out to non-restaurant businesses, but the study looked only at eateries, and only on Yelp. Harvard Business School, 2016
49% of consumers need at least a four-star rating before they choose to use a business
BrightLocal Survey, 2017
42% of consumers won’t use a business with less than a three-star rating.
86 percent of consumers will pay more for a better customer experience. This is often reported as “86% of people will pay more if you have a higher star rating” and while correlationally, this may be true, the actual statistic is from a 2011 Oracle report.
Local reviews have a 7-13% influence on local search SEO ranking.
This is from SEOMoz in 2017.
What people hope to get from leaving negative reviews:
69% of people would turn down a job from a company with a bad reputation, even if unemployed.
Corporate Responsibility Magazine study in 2013.
A bad reputation will cost a company 10% more per hire
Harvard Business Review, 2016.
Employee posts are 150% more likely to be engaged with than posts from a business itself on social media.
Sprout Social 2018 index.
Six campaigns the STCU Marketing Team completed in 2018 received awards, including two omni-channel campaigns.
In 2018, my work on a Facebook Live broadcast and contest was honored with a Spokane Regional AAF Gold Addy Award in the social media – single execution category.
In 2018, while I was serving as the Digital Marketing Assistant Manager, the STCU team took home six Diamond Awards, including one category’s best and awards for several omni-channel campaigns.
While I was serving as the Digital Marketing Specialist, the STCU Marketing Department received five Diamond Awards, including one category’s best and one for our financial education blogging efforts.
Driving home from what, to me, was a usual Friday evening of live broadcasting $5,000 being handed out to local nonprofits, listening to NPR. The story of Owura Kwadwo Hottish came on, discussing the worldwide attention he is receiving for teaching technology in his rural Ghana classroom by drawing a computer screen on the blackboard for every class.
What especially struck me was this:
Did your students laugh at you when you first tried teaching them computers on the chalkboard?
No. That’s the normal way and they’re used to it. They were OK since they don’t have an option, not having computers at the school.
So you’re not the first to teach computers on a blackboard!
Yeah, that’s normal in the rural community.
It reminded me, in one short exchange, of a lesson I’ve been trying to truly embrace for years. The lesson? What is “normal” or “easy” or “makes sense” to you is often what’s shocking or surprising to others. We all have a normal — the things we do every day, that we think about constantly, or that we just absorb from our everyday life. It’s when something becomes “normal” to you that you likely know a lot more about it than at least 50% of the people out there.
One of the most common questions I get asked when I’m talking with people about social media is “but what do I post?”
The answer is, more often than not, to post what seems normal to you. A big part of sharing our stories isn’t sharing the Big Lessons or the Huge Ideas that we have to think about and work to perfect. Often times, if the only thing you’re posting about is the Huge Ideas, it feels… fake. It feels like someone putting on a front and inauthentic. It’s no fun to follow in the long term, because it’s the digital equivalent of watching a 24/7 highlight reel. And that’s exhausting for everyone. There’s a reason that hours-long live videos of things like fish tanks and commuter train views are so popular.
The “secret” to owning your expertise, to mastering your personal brand, to being a good citizen online, is letting people see, authentically, into your everyday. The everyday that you’re habituated to and barely see unless you’re looking for it.
It’s a scary proposition, too. Letting others in to your everyday as a person or as a brand, means sometimes you’re being a bit silly, uncertain, or unpolished. Sometimes it means that you are sharing what feels just ridiculously basic. But that, right there, is where the magic happens.
I can’t tell you how many times I have, in the past, had a conversation that’s gone something like this:
“So I am hosting Thansgiving again this year, but I’m at a bit of a loss, because there’s only 8 people coming. The pies…”
“Wait, 8 people? That must be stressful!”
“It is. I would really prefer about twice that, minimum.”
When what I really wanted to talk about was the pie issue, this person who dosn’t know that I grew up in a catering business, owned a personal chef buiness, and love feeding a crowd is stuck back on what, to me, is barely worth mentioning.
Your life is a math problem. And unless you share the basic arithmatic, then nobody is going to understand the algebra. It’s going to fly right over their heads.
I have a friend who owns a business repairing pagers. Yes, those devices from the 1980s that you thought nobody carried any more? They know them inside and out, from the systems that make pagers work to the components in individual pagers. It’s “normal” to them, but it’s fascinating to those of us who don’t know them in detail.
Another friend of mine is an incredible artist, who “doodles” these hand-drawn mandalas that are mind-blowingly beautiful. When she’s not doing that, she processes bones, creates jewlery, and hand-inlays bone runes with stone. And that’s while she’s also home-schooling her two kids, making beautiful bread, and more. Her “everyday” is incredible, an she’s got expertise in dozens of areas that would take the rest of us years of Googling to begin to approach.
Both of them have to be reminded occasionally that any of these things would be great to share.
Habituation is powerful, and makes it easy to forget that the things that are “normal” for us are fascinating to others. Embracing your expertise starts with sharing your everyday, and recognizing it for just how awesome it is.
For anyone who spends a not-insignificant amount of their time online, the explosion of Vero in the last few weeks is impossible to ignore. It may be FOMO at work, it may be that (finally!) having a network that promises to stick to chronological timeline speaks to our frustrations.
Whatever it is, the growth has been explosive. And the promises are huge. And I’m the first to admit – very attractive. The promises, though, have left me with one big question.
What exactly counts as an ad? And what are we expecting from an “ad free” network?
Many of the people Vero is counting on to help catapult its service and hold users are “influencers” – people who make at least some part of their living on their personal brands. Many of the individuals I see enthusiasticlly embracing this new service are also small business owners. And, without a doubt, all of these groups are likely to be posting about their own products and services, about their latest blog post, or promoting the brands that have paid them to do so.
If you open a Vero account on behalf of a company, organization, or other entity, then (a) “you” includes you and that entity, and (b) you represent and warrant that you are an authorized representative of the entity with the authority to bind the entity to this Agreement, and that you agree to this Agreement on the entity’s behalf.
Does this mean I think Vero will become a wasteland of self-promotion? Not necessarily. It does, however, bring up some very real questions about expectations. Why? Because the people Vero is betting on are the ones that live and die on content and discoverablity.
The standard narrative of social media over the last decade has been that a service is offered for free, and eventually ads have to be added because everyone got so used to getting it for free that they’d leave if they had to pay. That narrative also tells us that algorithms for what we want to see are implemented for those ads.
It is, interestingly, the exact opposite of the narrative created for content creators, from individual photographers to large news organizations. If you create enough great content and give enough of it away for free, then eventually people will want to pay to support that content.
There’s two problems here.
One – while we all say that we hate the algorithms, our actions say something different. In general, algorithms are useful because we tend to interact more after they’re implemented. We use Google because of its algorithm — Dogpile, as a search engine, only lasted so long. We stay on Facebook longer when we’re seeing posts from people we tend to interact with. That doesn’t mean we like the idea of a formula figuring out what we “should” see — but we also don’t like the post we put up getting ignored after 20 minutes because so much has drowned it out. While hardcore Twitter users loved this, it’s also what kept a lot of casual users — the users that make up the bulk of any successful network — turned off.
Two – the content creators narrative has slowly been gaining steam. Patreon and patron-supported content has been enjoying a slow and impactful growth. In May of 2017, Patreon reported over 1 million monthly active patrons that paid out more than $150 million. Yet large news organizations are using social networks — those of the algorithm debate — to promote their content to get it in front of enough eyeballs to get a small percentage to actually pay.
There’s a lot of good and a lot of bad that has come from both of these things. Algoritms are gamed daily, often to the detriment of content we say we want to see. Yet algorithms also help us sort through the mountain of content out there. Curation is the name of the game — it may be an email newsletter, or a social network, or a friend, but we often ask them to help by doing their best at guessing what we would enjoy.
It’s a problem the podcasting community has been lamenting for years. Discoverability in podcasts sucks, because there’s really no algorithm except for iTunes. There’s dozens of attempted networks that provide a “Pandora for Podcasts” style experience that will use an algorithm to help you discover something new. Curators and networks are a big part of the experience of listening, because that’s what helps you find something new. Advertising, through paid posts, cross-promotion, or sending out hundreds of queries to other creators to try and get a guest spot on their podcast, are a necessary part of the deal. In other words, advertising.
When someone says “advertising” my expectation is billboard, a banner ad, or even an “interstital” pop-up. It could be a “promoted post” or a “partner post.” Ask Google what an advertisement is, and the response is:
describe or draw attention to (a product, service, or event) in a public medium in order to promote sales or attendance.
By that definition, a large part of what Vero is relying on. They’re hoping to pull individuals in that have large audiences, and that create a lot of content. Without content, their social network will become a wasteland (that is, assuming its servers can keep up with actually serving up that content). A lot of that content, from business owners, influencers, and everyday people, will be trying to describe or draw attention to products and services. While, for small business owners, it’s tempting to say that the links or posts you put on social media aren’t specifically ads, the reality is that it’s debatable. Business content or “sponsored content” or “native advertising” have been a debate in every form of media for hundreds of years. Because the fact is, if it’s about a business, it is probably an ad.
Certain users may post promotional or marketing materials, which may include the ability for Users to purchase products or services from such certain users, (“User Promotional Materials”) via the Service; however, you will be exposed to such User Promotional Materials on the Service only if you opt in to do so, such as by following or friending such users on the Service.
So even if you choose to follow no small business owner, no aunt with a Scentsy business, and nobody who ever is paid for an “influencer” post, you’re “safe” from advertising, right?
In many ways, even the posts that are not specifically by someone trying to promote something are being turned in to ads. Vero has a built-in merchant services system, where the books, movies, music, and other items that you link to could have a Merchant Services link that allows you to directly click a “buy” button. Their statement on the matter:
In addition to individual subscriptions, we charge a transaction fee to merchants when they sell via our “Buy Now” feature that allows creators and brands to sell products directly from posts.
To me, that sounds like ads. The difference is that Vero promises you’ll only see these ads if you choose to follow the businesses, the influencers, or the products that they’re associated with. There is value there, but I don’t think it quite fulfills their promise of an “ad free” network.
Vero is growing very quickly by promising a lot, with very little expectation management. Tell someone they’re getting an ad-free network, and they likely envision something very different than a network full of promoted content, business posts, and buy buttons.
I do think that there is a lot to be said for a network that (at least, for now) doesn’t manipulate things to show ads first and content second. I also think that the explosive growth of Vero means that there is a lot of content out there to be seen. A big challenge will come in the discoverability for individuals that put the time and effort in to creation. The other big challenge will come in finding out if users really can keep up with chronological content, or if overload (or annoyance with what our friends are sharing) kick in quickly.
Since February 2018 when this post was originally written, it’s accounted for a full 34% of the traffic to my website. First of all, welcome! I’ve heard from well over 100 people who have successfully implemented the recipe below, and I’m excited that it’s been successful for so many of you!
I do consulting on setting up your marketing tech stack, or am happy to provide short-term consulting support on this recipe if you want some one-on-one help. Just head over to contact me and drop me a note.
My day-to-day job, career, and constant passion is creating truly great experiences and spaces for people. For the last several years, I’ve done this through managing social media at STCU, a credit union based in Eastern Washington and Northern Idaho.
I’ve also managed social media for a variety of organizations, groups, and personally for well over a decade. I consider a strong social monitoring system or process to be one of the most important things for both great service — and the sanity of your social media manager.
There are a number of truly excellent social media monitoring tools of various types out there. There’s the “big guys” – Sprout, Hootsuite, Falcon, Nuvi. There’s also online review and location management systems such as SweetIQ, ReviewPush, Yext, and more.
There are two big challenges with these programs, however. One is the obvious one: cost. Not-for-profit institutions and small or medium businesses may or may not have the resources to invest in the tools that would cover everything needed.
The other is a bit more of a self-created issue: I have yet to find a social media management or monitoring tool that handles 60% or more of the social networks that I would like to monitor.
Blame Jay Baer’s Hug Your Haters… or my own Millennial sensibilities. Or perhaps years of trying to tweet at organizations that don’t respond. I may not be actively managing and engaging on a particular network, but that doesn’t mean that I don’t want to see the comments and questions that are out there to help out if I can.
The end result of this, though, is that actually keeping an eye on everything could quickly become a Sisyphean task. About a year ago, I decided to try something other than relying on only notifications and searching. I thoroughly researched well over a dozen social media management tools. None that I could find:
Thanks to just enough knowledge of APIs to be dangerous, I had threatened more than once to try and build my own system when discussing my frustration with my family. Eventually, threats turned to pondering turned to taking a few days to see if I could make it work.
Use Slack as your home base and Zapier to tie in anything that there isn’t a standalone Slack App for. Even if Zapier doesn’t have an app, email notifications make it work.
We spend less than $100 per month, and it can be done for free, with some limitations.
I’d only kind of heard about Slack before this, but had heard wonderful things about it from the Offbeat Empire. One of the few things I had heard was it was extraordinarily extensible. A few days of heavy Googling, a few more days dedicated to building this crazy system, and an occasional true-up or bug-smashing day combined make for a system that not only works, but helps keep me (and our Accounting department) sane.
The basis: Slack
Cost: Free, or $6.67 per user per month
If you haven’t used Slack yet, then you’re in for a treat. You can use the free system, or pay for an upgrade. To meet the record retention requirements and to make things a bit easier, we went with the paid version, but this could likely work without it, depending on what you want to do.
> Cost: $5 per user, per month
MailClark ties a number of systems in to Slack, including Facebook and Twitter private messages, email groups, Google groups, and email. The Facebook and Twitter private messages was especially attractive, since this was one of the few programs I could find that did this well.
> After two years of using MailClark, it is still my preferred tool for this. They continue to make updates, and there are a few things I’m hoping to see in the way of improvements. I’m also investigating if Integromat is an option for at least Facebook Pages messages.
Plugin: Reactji Channeler
This is built by Slack, and posts messages to a second (or third, or fourth) channel on the basis of a reaction emoji added to a message.
Cost: Free or $20 per month
Again, you can do this with the free version of Zapier. The paid version gets the zaps working more quickly and gives you access to three-step systems. Zapier is essentially a GUI (graphical user interface) for API programming interfaces. This is really the “secret sauce” that makes everything else work in this system.
If anything has an RSS feed, this gets it in to Slack for you.
One #incoming channel where everything – and I do mean everything – comes in. From there, reactji are use to copy messages in to a number of different channels that have various purposes. These include #complaints #kudos #inforequests #fraud and the like.
There are two drivers for this:
I also heavily make use of the “star” function to create to-do lists, and /remind and other commands to keep myself organized.
The threading function also makes leaving status notes for other team members especially easy.
So, here’s how the system works out, broken down by what the heck I’m trying to integrate.
Facebook Page Notifications
Facebook is, to put it mildly, the problem child of this whole setup. Even Facebook’s native apps are rather terrible at reliably sending notifications about every review, every comment, every tag, every interaction. So – I kind of go overboard here. This does result in a few duplicate notifications, but I’d rather see two of something than nothing at all.
> Zapier offers several types of Facebook notification tie-ins, and setting up each of these will help get most notifications into the system. This includes recommendations (Facebook’s new reviews system), posts to page, and comments.
> You’ll also want to set Facebook to email all notifications to you. If you are willing to do a little bit more manual work, have those notifications automatically forwarded to Zapier’s parser, and then cut out a lot of the duplicate information. Otherwise, have those emails automatically forwarded to Slack’s email parser.
> This will also take some significant management on Facebook itself. For posts that get a lot of comments we won’t need to check, you can make the decision (though it needs to be a measured risk) to turn off notifications on particular posts to keep from flooding your notifications. You can also turn on notifications for any post you want to keep an eye on, be it yours or someone else’s.
Facebook Private Messenger
MailClark handles this beautifully — private messages notify me in Slack, and I can respond, categorize with Reacji Channler, and add notes as necessary.
> Note that you’ll need to make use of Mailclark’s function to assign conversations and mark them as complete / done. Otherwise Slack may not notify you of new messages that are a part of an ongoing conversation.
I’ve got a number of Twitter search functions set up through Zapier, all that post a message to the #incoming channel. These include:
Again, MailClark handles these beautifully and simply.
> Zapier used to offer an integration for Instagram searches, but this API was taken offline. While Facebook has integrated Instagram messages and comments to the pages message center, it doesn’t appear that the API is fully integrated. For now, this is the weak point of the system.
Google My Business
Google is great at emailing you when you get a new review. There are two options here — have those emails automatically forwarded (using your email program) to Slack’s paid service that gives you an email. Or use Zapier to search your Gmail for the Google reviews and send it to your Slack. You can also use Zapier’s parser to clean up these messages.
Two integrations make this work. One is having YouTube email any comments or notifications, and then having Zapier search for and forward those to Slack. The other is Zapier’s tool that searches YouTube for any mentions of our brand, which pulls up videos where the text description or title contain our name.
There are a few Slack tools that will search Yelp, but for now, we have Yelp email all reviews to us, and then those emails are forwarded to either Slack or Zapier-to-Slack creating a notification.
This is another double-tool system. Reddit’s own search isn’t great, but Zapier’s API search for new posts or comments mentioning a search string is great, and sends a Slack notification. I also have Reddit set to send a message for every reply to one of our posts, and emailing us for all messages. That email then forwards to Slack via email or Zapier.
This is pretty much a generic catch-all for mentions of your organization or group — I have this set up for a number of keywords. When you’re setting it up, just choose “RSS feed” as the delivery option and have that come in to Slack. This has notified me of reviews on Ripoff Report, DepositAccounts, and the Better Business Bureau.
Google’s “ask a question” on My Business listings sends emails to gmail. Use Zapier’s parser to manage these.
Glassdoor & Indeed
Both of these services will email you when there is a new review. Have those emails come in to Slack, or Zapier and then Slack.
We aren’t active on Tumblr, so I’ve got this set up to just look for posts tagged with our name through Zapier. There’s no search option yet.
To my knowledge, LinkedIn doesn’t send company notifications to any API or even email notification. These I manually paste the URL in to Slack.
Currently, Pinterest doesn’t offer an API hook for searches — you can’t use anything but Pinterest to search Pinterest reliably.
Google Allo / Business Chat
> If you do decide to turn on Google My Business Live Chat, messages will be sent to you via text. There are several tools, such as Twilio, that will allow you to integrate these with Slack via either built-in APIs or Zapier.
Right now, our app reviews are also handled by another department, but I am working on getting those tied in, for visibility if nothing else.
I’m also starting to play with the fact that Slack ties in to a number of project management tools. I’m currently experimenting in creating and managing to-do items for social media in our departmental project management tools.
Finally, I want to get statistics — from bit.ly, Google Analytics, and our social media into our Slack, but I haven’t yet decided on which app to make that happen.
Theoretically, yes. Most of the networks that tie in for notifications do either have a Slack or Zapier action of posting. And there’s also social media scheduling tools like Yala that will schedule for you. I haven’t personally built this, but I’ve thought about it, and will likely play with it for my podcast before taking it to my professional work.
> I’ve since built a system that manages social media scheduling, planning, and posting via Airtable and Zapier. I’m working on documenting that.
Heck no! It’s got lots of quirks and little things that take some getting used to. BUT – it’s a system that works on desktop and mobile, is easily understood, meets all of the records retention requirements, and keeps nearly all of the notifications I want to see in one place, rather than in 20 different apps. It’s not perfect for everyone, but it works great for me. Have questions or want to share how you’re handling social management? Contact me!