Current social media advertising is campaign advertising. An appearance is specially created or taken from the classic campaign and then implemented in a channel-specific way. Last week, a social media award was presented, and the work submitted corresponded to this pattern. But social media advertising is more than that. Social media advertising is a modern form of the regulars' table where people have conversations. Do you run social media advertising? Depending on the size of your company, you have between a few dozen and a few thousand conversations every week. If a user likes your latest post on Facebook, thank them with a friendly message. If a user asks you a question on Twitter, thank them and reply. For you, every conversation is a potential start to a lasting customer relationship. This is social media advertising.
There are three questions that are currently causing experts to rack their brains. How can companies manage the many one-to-one conversations and how can they identify and positively influence the conversations? The fact is that the demand for conversations among users is exploding. Facebook recorded 2.7 trillion likes and comments in the fourth quarter of 2011, and Twitter currently has 250 million tweets per day. In 2009, the figure was just two million. Fortunately, resourceful inventors have recognized the need and started to develop a few exciting applications. The following questions deal with what makes a successful catch-up concept.
1. how do you find the conversations that concern you?
The range of discussions that Migros, for example, has to monitor is enormous. It includes mentions of own brands, external brands, competitors, trade unions, employees, suppliers, international retailers and many more. Migros has to assume that every message carries the potential for the next success story. These are thousands of mentions every day that deserve attention. Without technical aids, it would be impossible to capture this volume of statements. The mentions mainly take the form of entries in social media channels or on the web on websites, blogs and review platforms. We also differentiate between the collection tools available today according to these two places of publication. These tools are actual platforms (dashboards) that are easy to install and on which the content predefined by the search query appears at the time of the mention. Google Alert and Google Analytics are familiar from web search. No comparable universal solution is foreseeable for social search. Here you should turn to specialists or start with one of the tools that covers the large networks. I firmly believe that a carefully selected mix of tools will be a significant competitive advantage in the battle for positive opinions in the future.
2. how do you create messages that get people talking?
Without tangible added value, social media users can hardly be persuaded to participate these days. Yet participation is the hardest currency in the social media business. But how are messages created that motivate users to participate? Brian Solis, leading social media strategist, recommends that we take a look behind the conversations we follow: "We have to read between the lines. We have to see what trends, what themes, what opportunities we're missing." So it's about reading between the lines and spotting the trends. Intelligent analysis of conversations is required here. And there is no standard form for this. The ability to create messages with activation potential is therefore closely linked to the ability to derive moods and motivations from intercepted statements.
Influencer: Other important activation amplifiers are influencers. Identifying them is relatively simple. You use a keyword to search for people with a large following, explore their motivations, compose messages, gain their trust and work your way step by step to the first consideration - in a retweet, a share on Facebook or even in a blog comment. What about your influencer qualities? Google KLOUT and find out your current score. It is calculated on the basis of your activities and their popularity in the popular social media networks.
The Starbucks Case: Here is an example of intelligent analysis by Brian Solis. Using the ReSearch.ly tool, he took a close look at Starbucks' followers: how they talk about Starbucks, who they associate with and what words they all use in connection with Starbucks. Solis not only wanted to find out how frequently, positively or negatively the mentions are, but also wanted to formulate creative messages from the words used by the followers. The analysis revealed that music, love, family, studies and photography are important to followers who rate Starbucks positively. This insight can be used to create messages that are known to meet with a high level of emotional acceptance among recipients.
3. how do you organize your conversations?
With a large organization like Migros, it becomes clear what even smaller companies need to take to heart. Whenever possible, the search for and evaluation of conversations should be carried out by internal specialists. For example, the product manager at Chocolat Frey can identify potential for improvement more quickly from users' comments about taste preferences than a detached analyst. The second success factor is the right mix of tools. You can commission third-party companies to do this. But social media is not a classic contract business. You manage the dialogs, so you should also understand and master the corresponding monitoring tools. A good entry-level tool is Hootsuite. It is free, easy to install and can be used to search the two major networks Facebook and Twitter for specific content. Otherwise, the field of possible tools and providers is very large. Base your choice on your very specific conditions: Volume of conversation about topic and market; content aspects - explosiveness, competition, relevance; type of your reference groups - B2B, B2C, demographic profile; type of offer - emotionality, purchase frequency, price level; available resources - in-house expertise, organization, financial means; cultural framework - mutual trust, openness, ability to be self-critical.
Beat Hürlimann