Tasha Harrison

Facebook have decided to take over the world. They watched Google do it and now they want a piece. They also watched Twitter rise from nothing and they want to reclaim their dominance.  If you are a Facebook user I’m sure you’ve noticed how many things have changed over the past year. It feels like everytime you get the hang of where everything is you have to learn it all over again.

Constantly Changing

In the more recent change I couldn’t find the pages I am a fan of. I could find groups and events, but I was having to search for each page separately. Eventually I found a list in my actual profile, under Info. How could Facebook have forgotten to make it easy for users to find pages?

Pages are essentially the way that Facebook could separate an ordinary user’s profile from a business or celebrity profile. This was great for businesses, because they now had much of the functionality of a group, but with their own profile. People became a ‘fan’, which enabled them to show their appreciation for a brand, while at the same time feeling like they belonged to the page.

I Don’t Want to Just ‘Like’ My Favourite Brands

In the most recent changes you no longer ‘Become a Fan’ of a page, but you ‘Like’ the page. Just as you ‘Like’ it when someone posts a picture of a cat standing on its hind legs. The sense of belonging is lost. Functionality is the same, syntax has ruined the effect.

These changes have made Facebook Pages, potentially a lot less effective. It makes it more difficult to give the impression of forming a longterm relationship with a brand. A user will still see updates in their news items, but I think they will be less inclined to contribute to the page, adding comments, photos and even video. ‘Like’ is a kind of take or leave it word, it has lost the emotion of ‘Fan’, it has ruined Facebook Pages.

Further reading:
Facebook Limits Fan Pages and Introduces Community Pages
Facebook Group vs Facebook Fan Page: What’s Better?

1. Build a relationship with your customers

   If you walk into a shop and the shopkeeper sits you down, makes you a nice cup of tea and discusses exactly what product is best for you, you are more likely to return. By speaking with your fans and not just at them you can create the same warm fuzzy feeling.

2. Customer services

   There are instances where people may talk about your brand, make a complaint or be unable to sort out a problem through the normal channels. You can monitor social media sites and reply to these people. They may reveal problems you didn’t know where there.

3. Your fans can become your brand champions

   They share your content, they suggest your Facebook page to their friends, they promote your Twitter account through #followfriday. They do the hard work for you.

4. Show your brand’s personality

   What sort of person is your brand? What music do they listen to? What do they wear? This can all be communicated through talking and sharing stuff with your fans and followers.

5. Be consistent

   The way you speak to your fans across all your social media sites should be the same, your fans will expect you to act in a particular way.

6. Create guidelines for your staff

   If more than one person is writing your content, you need to make clear to them how they should conduct themselves and what they can and can’t talk about.

There’s big changes on Google today. The search engine is going to include results from sites such as Twitter and from blogs. This is important, because it means that the search results we receive will be up to date news, as it happens. The explosion of  Twitter, in particular, has been the main catalyst for this change. It gives people the ability to publish news as it is happening. It is important that Google reflects this new real-time news source (Rupert Murdoch should take notice).

The other big change is the increased personalisation of your search. Google records your web history and bases its search results on the sites that you visit. So if you regularly visit a particular news site, it will place that site higher up the search rankings if it is relevant to your search. This is a big game changer for SEO, since it favours more established sites. It also means that when you view your own site on Google you will generally see it ranking differently than most of your potential customers, meaning that you have no idea how well your site is actually ranking.

Most good SEOs will have seen this trend already and will have been aware that personalisation has been increasing over the last couple of years. It provides us with a new challenge and increases the need for different forms of online marketing, like social media and online PR. It also creates a problem for SEO companies who still guarantee positions on Google, as they will find it hard to prove.

From a users point of view I actually think these changes are rather limiting. Surely the point of search engines is that we can find something new. Before the days of social bookmarking sites like StumbleUpon and Digg, we relied on search engines to bring us new sites and information. Now we will increasingly receive the same sites, having to look further through the results to find something new.

It’s Christmas everyone! You know when it’s Christmas when the adverts start. The ‘Holidays are coming’ Coke adverts used to actually make me dance a little inside when I was a kid, such was the power of advertising. Now I am more cynical I can’t help but cringe at all the cheesy nostalgia. M&S have won my prize this year for the most painful Christmas advert, but is it actually quite enjoyable at the same time?

Last week I wrote a blog post about how smart phones, and the iPhone in particular, have become the centre of our communications.  One example of a company really taking advantage of new technology and opportunities is Arsenal FC. Before you click away and think that a football team doesn’t have anything in common with your business, think for a moment as the fans as customers. They pay for a product, which is football, and they buy merchandise, which is all associated with the Arsenal brand.

Arsenal probably don’t need to do as much marketing as they do to consistently sell out each game. Their product, the football, is good enough to do that. By communicating constantly with their supporters and offering them terrific services they add value to their overall offering. Which helps when they ask their season ticket holders for £1,000 every year.

This is why the Arsenal iPhone App is such a genius idea. In my pocket I have fixture information, latest news, video clips (so I can show off Cesc Fabregas to my mates), picture gallery, access to ticket news and information about each player (great for solving arguments in the pub). I didn’t even notice paying £2.99 I was so excited.

Its main strength is its simplicity. They haven’t tried to create a community in an app, they’re just giving people the main information. It integrates perfectly with the website, so the news is constantly updating, and it also takes its video content from there. It is almost the perfect app.

Compare this to Manchester United and Chelsea. They’re just not quite there yet, but they are close.