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Facebook Promoted Posts: Are They Right For You?

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Facebook’s Edgerank algorithm—the formula used to determine the order content appears in a given newsfeed based on which content is deemed most relevant to that user—may make the Facebook experience more seamless for casual browsers, but it’s a challenge for businesses that harness the social media platform as part of a marketing strategy. After all, thanks to Edgerank, each post on Facebook only makes it onto the newsfeed of about 12-17% of its fans. The fans that do see it are more likely to be those that have already chosen to visit your page, or that regularly interact with your posts. Edgerank’s feedback-loop effect makes it harder than ever to reach and engage consumers that don’t self-select your business’s content.

To counter those daunting odds, Facebook recently introduced a new service allowing business pages with greater than 400 “likes” to pay a fee to promote individual posts. This new feature allows a page owner to select a single post, which could be a status update, photo, video, question, or offer, and pay a premium to increase the reach for that post beyond the circle of fans that are already engaged with your content. Not only that, but promoted posts are supposedly more likely to be seen in the newsfeeds of friends of fans, too.

Promoted posts have a one-time, pre-set budget that remains in place for the life of the post.  While setting up a promoted post, you will be asked to choose a budget from a suite of options that includes the post’s estimated reach at each payment level. The promotion can be suspended or stopped at any time regardless of whether your maximum budget has been used. Promoted posts do have some targeting capabilities, including geographical location and language, but these can only be applied to posts that are less than three days old.

Sounds Great—but Do They Work?

I set out to test the promoted posts feature on my blog’s fan page (which has 613 fans) to see how it performed versus a normal, “organic” post. I’d recently created a page on my blog that consists of a dedicated list of available educational events and conferences for automotive dealers. I shared this blog page via a status update on May 23rd, prior to the launch of Promoted Posts. The post performed as expected, reaching roughly 13% of my page’s fans with a marginal viral reach (a measure of how many impressions came from non-fans who encountered the post because a fan of the page shared or interacted with the post).

  

Keep in mind that my Facebook page isn’t particularly active, nor do I put too much effort into engaging my fans, which limits the reach of posts. I mainly use the page to post blog articles, so I don’t expect high engagement, but these statistics are in line with the average reach reported by others.

On June 2, I decided to test out the new Promoted Posts feature. Upon creating the new post, the only option presented to me was to pay $5 to reach an estimated 300 people.

The post I promoted was essentially the same as the previous one – a status update which included an external link to the same page on my blog. I did no other social media promotion at all for this post and let it run for the full three days.

Here were the results:

  

As you can see, the post exceeded the estimated paid reach (with 324 rather than 300 paid impressions), and it also reached 1200% more non-fans (13 vs. 164) via viral sharing, substantially increasing exposure to my fans’ social networks. Organic displays also increased by almost double (70 vs. 132). The promoted post didn’t increase engagement but, the post itself wasn’t really designed to encourage engagement. I also didn’t see a noticeable difference in traffic to the external page on my blog, with the average number of daily visitors to that specific page remaining roughly the same.

Two interesting side notes: First, Facebook defines paid results as “the number of people who saw your page post in an Ad or Sponsored Story.” But when signing up for the service, Facebook never mentioned that my promoted post could potentially be displayed via an Ad (on the right of the newsfeed) versus as a Sponsored Story (within the newsfeed itself). In my estimation, Ads constitute weaker exposure than Sponsored Stories, but I have to assume that at least some of the paid exposure for my promoted post came via Ads.

Second, as mentioned previously, I was initially only given the option to reach 300 people for $5. However, when I looked into promoting another post following my initial trial, I was given a second option to reach 700 people for $10, as well. This tells me that Facebook underestimated the results they could deliver.

Are Promoted Posts for You?

As in any form of advertisement, you must have clearly defined goals before spending any money. Here are some questions you should ask yourself before making a decision one way or another regarding promoted posts.

1.    How large is your page’s fan base? Keep in mind that the larger your fan base, the more potential reach each promoted post will have, which will result in a higher upfront cost.

2.    Are these actual customers, or are they a random assortment of individuals who were collected in an effort to grow the number of fans at all costs? I consider fans to be relevant if they are potential or existing customers who could realistically do business with you—whether that’s via sales, service, or parts—and whose social networks will, in all likelihood, include more relevant people. In the case of dealerships, for example, it does you no good to increase exposure to people outside your PMA, vendors, or anyone else who doesn’t have the ability to spend money with you. Note, however, that the geo-targeting option does allow you to more efficiently reach relevant fans.

3.    What is your goal for promoting a particular post? Is it to increase engagement? Increase exposure for an offer or event? Share important information with your fans? Lead people to an external website or conversion page?

In my opinion, promoting a post just for the sake of promoting it is ill-advised. If you have clear goals in mind, you should be able to accurately track whether your money was spent wisely. Did you actually increase engagement, and was that engagement by new people rather than those who already regularly engage with you? Did more people take advantage of your offer? Did you receive more traffic (via Facebook) to the external link you included in your post?

If you’ve built your fan page organically via your website, in-store signage, or via inclusion in other marketing channels, I could see a promoted post helping to jumpstart your page by potentially increasing your fans via increased exposure to THEIR networks. Keep in mind that the majority of the people you will be reaching already like your page so, in my opinion, the greatest potential of Facebook Promoted Posts is in its ability to extend your exposure beyond your fans and into their social networks.

That being said, a well-thought-out promoted post with clearly defined goals has the potential to increase reach and revenues—all at a relatively low cost.

via the June 2012 edition of the 3 Birds Marketing newsletter

Foursquare Launches Local Updates for Businesses

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If you haven’t heard, foursquare announced yesterday the launch of what they’re calling “Local Updates”.

What are these and how can you use them?

Essentially, Local Updates will allow businesses to push messages to consumers who have either “liked” their business or frequent it. Updates can include things like specials, pictures of a new car (or a used car you just got in stock), it can include coupons, service specials, or whatever else you’d like your customers to see.

Your customers will be able to see these updates while in the same city as you. While certainly not as geo-targeted as it could be (like in the auto mall or within 10 miles of your dealership), being in the same city is a start.

In the past, the only way (or type) of message you could put out there for consumers on foursquare were “special offers” which required a check-in. While you can still make an offer to a customer, the ability to simply provide updates to consumers is another way of engaging them and staying top of mind.

Here’s an example of what an update would look like:

With nearly 1,000,000 business pages claimed and 10,000,000 users, foursquare is simply something you cannot afford to ignore. It’s fairly low-maintenance when set up and, since its free, the benefits vastly outweigh the possibility of lost business. Engaging your customers (or potential customers) is something that’s not only necessary but integral to increasing customer loyalty and retention.

The Local Updates feature will be rolled out to businesses that have claimed their page this week sometime so stay tuned.

Here is a brief video intro created by foursquare:

 

Google Cars Encourages Dealer Trades

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Yesterday, Brian Pasch posted a great article with the first examples of a new live Google product called Google Cars – Google’s entry into the 3rd party lead provider business for car dealers.

Other than all the obvious tactics that other third-party lead providers employ to maximize revenue from a consumer lead (as illustrated by Brian), I did some digging and found another component of their program that I thought was very interesting.

In Google’s support article explaining the program exists this piece of advice for consumers:

“If you see a particular car (specified by a unique VIN) showing in a dealer’s inventory, you may be able to get that car from other dealers as well. Dealers often times trade inventory with each other, so you can buy from the dealer that you prefer.”

What?!?!

The only way Google could have a dealer’s inventory is via the dealer feeding it to them. If you’re a dealer sending your inventory to Google, be advised that Google is telling consumers that if they find the exact car they’re looking for (down to the specific VIN) in YOUR inventory, that a consumer doesn’t have to buy it from you.

In my internet sales career, there were many times that myself and a competing dealer were working with the same customer online. One of the things I always had to look at was if the exact car the customer was looking for was available and who had it. There were plenty of occasions where the only convenient place that had the exact car the consumer wanted was my dealership. One of the strongest value propositions I had when quoting and/or trying to convince a customer to do business with me versus my competitor was that I had the car.

Since Google doesn’t release the consumer’s information to the dealer, it’s going to be much harder to identify the cases in which my competitor is working the same customer and trying to sell them a car that I have in stock with the intention of dealer trading with me for the vehicle.

One has to assume that only dealers providing inventory and/or participating in this program have the “Contact Dealer” button available as not every dealer does (as illustrated in the image below).

cars

As you can see in the example above, it appears that dealer C and F are participating in this program while dealer D and E are not based on the existence (or absence) of the “Contact Dealer” button. So, as a consumer, I’m guessing that only inventory from dealer C and F would be available for a consumer to view. However, using Google’s own advice, I now know that since dealer D is closer to me, I could hypothetically buy dealer C’s car from dealer D.

I don’t necessarily want a provider that I am paying telling the consumers I am paying to attract that they can buy MY cars from my competitor.

My other thoughts on Google Cars:

Not only is this new program by Google hijacking dealer’s SEO efforts by making Google Cars the “most relevant” result in searches but the inventory itself is hosted on Google’s own site which could also eliminate the need for a consumer to visit your own website.

Google is also considering the vehicle results delivered via search as “Sponsored” versus organic results so now they are also competing with you for your PPC ad placement.

It’s going to be pretty difficult for dealer’s to NOT participate in Google Cars. Unlike other third party lead providers who rely on organic result positioning and PPC ads, a dealer can combat this if it has an aggressive SEO strategy. Google, on the other hand, is always going to deliver their program at the top of the search results, right above the first true organic search result.

Does anyone truly believe Google is going to bury their income-producing program in search results?

On top of this, Google’s recently formed automotive division has been invited to (and spoken at) many of our industry’s educational events in the last year or so giving advice and “assisting” dealers when all along they were preparing to bring to market a product that would compete with those very same dealers for not only their money but also in their search engine marketing strategies.

Google is the new Honey Badger. They don’t care. They’ll just take what they want.

When Customers Attack

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Dealers are continuously struggling to keep customers happy. Most dealers want their customers to be happy as a happy customer can lead to more sales through word-of-mouth and referrals. CSI scores in both sales and service are essential in many ways to dealerships and can cause a multitude of problems if they’re not up to par.

Sometimes dealers are unfairly treated by customers for minor things, however.

I came across this video on YouTube quite by accident and was absolutely astounded.

I wasn’t searching for that particular dealership nor was I searching their brand or even searching their area. I’m about as far away geographically from the dealership as you could get so I can’t even blame geographical relevance. In fact, I had very broad search terms. This video still showed up on Page 4 of a Google search.

The video’s description makes this even more astounding:

“The dealership provides free Wi-Fi internet access to it’s customers, while waiting for their vehicle to be serviced. One problem: It doesn’t work.
Watch me walk around nearly the entire dealership, only to get a signal enough to grab a few bits of data, and crap out. There was a point I got a good signal, but it never returned.
It’s very hard to see, but you can see that the signal meters remain red pretty much the whole time, until the media player shut itself off. At that point, I gave up. My car was about done anyhow. This is the ONLY part of Ron Bouchard’s that is not good. Sorry Ron. 🙁
EPIC FAIL Internet.”

Seriously?

This YouTuber knows the power of the internet. He’s uploaded over 1,500 videos and has amassed over 2.5 million views. He’s in a dealership that he even agrees on video deserves its 5-star rating and states in the video description that this is the only part of the dealership that is not good yet he feels compelled to make a video complaining about the lack of free wi-fi despite it being advertised in the service waiting area. It’s obvious that he didn’t “mean” any harm but this dealership now shows up ranking high for search terms like “car dealer” and “fail”. In the comments, he follows up TWO YEARS LATER, stating that the wi-fi still didn’t work.

Reputation management begins with knowing what’s being said about you.

This is completely unfair to the dealership but it’s a perfect example to illustrate the importance of perfection in your customer’s dealership experience as well as the importance of monitoring what people are saying about you online.

What would you have done had this video been made about your dealership?

Facebook Promoted Posts

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Facebook’s Edgerank algorithm—the formula used to determine the order content appears in a given newsfeed based on which content is deemed most relevant to that user—may make the Facebook experience more seamless for casual browsers, but it’s a challenge for businesses that harness the social media platform as part of a marketing strategy. After all, thanks to Edgerank, each post on Facebook only makes it onto the newsfeed of about 12-17% of its fans. The fans that do see it are more likely to be those that have already chosen to visit your page, or that regularly interact with your posts. Edgerank’s feedback-loop effect makes it harder than ever to reach and engage consumers that don’t self-select your business’s content.

To counter those daunting odds, Facebook recently introduced a new service allowing business pages with greater than 400 “likes” to pay a fee to promote individual posts. This new feature allows a page owner to select a single post, which could be a status update, photo, video, question, or offer, and pay a premium to increase the reach for that post beyond the circle of fans that are already engaged with your content. Not only that, but promoted posts are supposedly more likely to be seen in the newsfeeds of friends of fans, too.

Promoted posts have a one-time, pre-set budget that remains in place for the life of the post. While setting up a promoted post, you will be asked to choose a budget from a suite of options that includes the post’s estimated reach at each payment level. The promotion can be suspended or stopped at any time regardless of whether your maximum budget has been used. Promoted posts do have some targeting capabilities, including geographical location and language, but these can only be applied to posts that are less than three days old.

Sounds Great—but Do They Work?

I set out to test the promoted posts feature on my blog’s fan page (which has 613 fans) to see how it performed versus a normal, “organic” post. I’d recently created a page on my blog that consists of a dedicated list of available educational events and conferences for automotive dealers. I shared this blog page via a status update on May 23rd, prior to the launch of Promoted Posts. The post performed as expected, reaching roughly 13% of my page’s fans with a marginal viral reach (a measure of how many impressions came from non-fans who encountered the post because a fan of the page shared or interacted with the post).

Keep in mind that my Facebook page isn’t particularly active, nor do I put too much effort into engaging my fans, which limits the reach of posts. I mainly use the page to post blog articles, so I don’t expect high engagement, but these statistics are in line with the average reach reported by others.

On June 2, I decided to test out the new Promoted Posts feature. Upon creating the new post, the only option presented to me was to pay $5 to reach an estimated 300 people.
The post I promoted was essentially the same as the previous one – a status update which included an external link to the same page on my blog. I did no other social media promotion at all for this post and let it run for the full three days.

Here were the results:

As you can see, the post exceeded the estimated paid reach (with 324 rather than 300 paid impressions), and it also reached 1200% more non-fans (13 vs. 164) via viral sharing, substantially increasing exposure to my fans’ social networks. Organic displays also increased by almost double (70 vs. 132). The promoted post didn’t increase engagement but, the post itself wasn’t really designed to encourage engagement. I also didn’t see a noticeable difference in traffic to the external page on my blog, with the average number of daily visitors to that specific page remaining roughly the same.

Two interesting side notes: First, Facebook defines paid results as “the number of people who saw your page post in an Ad or Sponsored Story.” But when signing up for the service, Facebook never mentioned that my promoted post could potentially be displayed via an Ad (on the right of the newsfeed) versus as a Sponsored Story (within the newsfeed itself). In my estimation, Ads constitute weaker exposure than Sponsored Stories, but I have to assume that at least some of the paid exposure for my promoted post came via Ads.

Second, as mentioned previously, I was initially only given the option to reach 300 people for $5. However, when I looked into promoting another post following my initial trial, I was given a second option to reach 700 people for $10, as well. This tells me that Facebook underestimated the results they could deliver.

Are Promoted Posts for You?

As in any form of advertisement, you must have clearly defined goals before spending any money. Here are some questions you should ask yourself before making a decision one way or another regarding promoted posts.

1. How large is your page’s fan base? Keep in mind that the larger your fan base, the more potential reach each promoted post will have, which will result in a higher upfront cost.

2. Are these actual customers, or are they a random assortment of individuals who were collected in an effort to grow the number of fans at all costs? I consider fans to be relevant if they are potential or existing customers who could realistically do business with you—whether that’s via sales, service, or parts—and whose social networks will, in all likelihood, include more relevant people. In the case of dealerships, for example, it does you no good to increase exposure to people outside your PMA, vendors, or anyone else who doesn’t have the ability to spend money with you. Note, however, that the geo-targeting option does allow you to more efficiently reach relevant fans.

3. What is your goal for promoting a particular post? Is it to increase engagement? Increase exposure for an offer or event? Share important information with your fans? Lead people to an external website or conversion page?

In my opinion, promoting a post just for the sake of promoting it is ill-advised. If you have clear goals in mind, you should be able to accurately track whether your money was spent wisely. Did you actually increase engagement, and was that engagement by new people rather than those who already regularly engage with you? Did more people take advantage of your offer? Did you receive more traffic (via Facebook) to the external link you included in your post?

If you’ve built your fan page organically via your website, in-store signage, or via inclusion in other marketing channels, I could see a promoted post helping to jumpstart your page by potentially increasing your fans via increased exposure to THEIR networks. Keep in mind that the majority of the people you will be reaching already like your page so, in my opinion, the greatest potential of Facebook Promoted Posts is in its ability to extend your exposure beyond your fans and into their social networks.

That being said, a well-thought-out promoted post with clearly defined goals has the potential to increase reach and revenues—all at a relatively low cost.

[Article originally published in the June 2012 issue of the 3 Birds Marketing e-newsletter]

Social Media Safety Part 2: Photos

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In my previous article, I covered the dangers of foursquare. While there are probably still many people who don’t use foursquare, this article’s topic is one that most social media users use: photos. We all take pictures and post them to Twitter, Facebook, Flickr, etc. Many people are posting them simply to share with close family and friends while many more (including your kids) are posting them to a larger social network that, many times, doesn’t include people they know.

First and foremost, if you’re posting pictures online, beware of the content of the photo for many reasons. There are so many perils involved including:

  • Potential issues with current or future employers
  • Photos of your children can create a virtual menu for pedophiles.
  • Photos of your “stuff” can attract criminals and make you a target.
  • Photos of “where you are” also tell people “where you are not”
  • Photos of you also create opportunities for crimes; especially against women.
  • Photos can also aid in identity theft.

Wow, you may be saying. You may also be questioning the veracity of some of my claims. Forgetting the fact that most people don’t use privacy controls on social networks to their full capabilities, there’s one thing many people do not know.

Most people who are posting photos to social networks are using their cell phones to take those pictures and post them to their social networks. It’s easy, convenient, most cell phone cameras rival those of dedicated cameras, and many cell phones integrate with social media networks.

Another feature most cell phones have is GPS functionality including many non-smart phones.

Why is that important?

When you take a picture from a cell phone that has GPS capabilities, the GPS data for the location the picture was taken is encoded into the file for the picture itself. Yes, it’s there and easily accessible for those who know how.

What does that mean?

It means that not only are you sharing the content of the photos but also the location the photos were taken at. By sharing photos taken at your home, you are also giving out the EXACT LOCATION of your house down to the exact GPS coordinates. You know those photos of your cool stuff? Yeah, not only do criminals know WHAT you have, they know WHERE it is. Those photos of your children in your house? Yes, you just provided your children’s location as well. Belong to a dating site? That profile picture you uploaded could be contributing where you live along with all the other facts you posted about yourself.

Photos shared online create an even higher degree of danger than checking in to foursquare. The more public the social network, the greater the risk you take.

Luckily, most camera manufacturers have included the ability to turn off GPS services for the camera functionality. Learn how to turn this feature off. By turning this feature off, you remove GPS data from your pictures and make them a little safer to post.

You should still be judicious in what you are sharing but at least you’re not sharing your location anymore.

Related articles:

“Web Photos That Reveal Secrets, Like Where You Live” by Kate Murphy, NY Times [LINK]

“Get iPhone GPS and Geolocation Data” by Manish Patel [LINK]

“Manage Location Data in the Pictures You Take” by Jerry Hildenbrand, Android Central [LINK]

“Facebook Users Beware: GPS Data In Photos Can Reveal Where You Live” by Armand G [LINK]

Social Media Safety Part 1: Foursquare

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With the ever growing number of social media services and users, it’s more important than ever for you to be aware of and take steps to protect you and your family’s safety. Many people don’t know the information they put out into the digital universe. If they did, they might be shocked. With stories popping up all the time about how bad people use this information to take advantage of good people, its more important than ever to understand the risks inherent in social media use and how to avoid them. This series is certainly NOT comprehensive. There are way too many social media services out there but, in general, if you know these facts and follow my advice, you’ll be much safer when using social media.

Let’s start with foursquare.

Do not check-in at home. For the love of God, people. You do not need to hand out a map to the world of where you live. Your real friends will already know. Luckily, foursquare realized the inherent risks of home “check-ins” and instituted changes to their system last September to help with this. They created a location category titled “home”. This is what it does:

  • “Only the person who created the ‘home’ and their friends can see the address on the venue page.
  • Similarly, on the venue page, only those same people can see the map pin. Everyone else will see a map randomly centered somewhere near the address, with the zoom pulled out a bit.
  • And don’t worry about the link getting sent around, or if you share it on Facebook or Twitter. The same rules apply!”

This was a good start but consider this. One of the criteria of the above changes is that it is centered around the person who created the home venue, not the actual person living there. So, even if you do not use foursquare, the possibility exists that your friends may have created, and checked into, your home on foursquare which would then mean that everyone they are friends with (and only those people ) on foursquare can see it and that’s assuming it was actually changed into the category “home”. If it has NOT been changed to that category, everyone can see it… and I do mean everyone.

Even if you do not use foursquare, you should check to see if your house is listed. If so, you can create an account and notify foursquare that the venue is your home. Once processed, it will only appear to your foursquare friends. If you don’t have any, nobody else will see it.

People that know me know that I am a very active social media user. I have over 2,000 friends on Facebook, many of whom I don’t actually know in real-life, and approximately the same amount of people following me on Twitter. On foursquare, however, I only have 83, every one of which I know. Remember, foursquare documents where you are and when you are there – or are NOT there.

This same rule applies to your children’s school, day care or any other place you frequent on a regular basis, including your place of employment. While it’s all nice and fun to promote your company, if it’s a place you work locally and visit regularly, all you’re doing is establishing a time-record that someone could use for nefarious purposes. If you’re checking in to your child’s school or day care, you could be jeopardizing their safety.

Another general rule if you’re going to check-in to a business (especially for females) is to check-in WHEN YOU LEAVE, not when you arrive. You never know who’s watching, and waiting, for the right person to check-in. While maybe only your friends can see your check-in in a foursquare stream, ANYONE AT THE VENUE, can see your check-in. In other words, say there is a particularly unsavory character at a bar. If you pull up the venue on foursquare, it will show you not only how many other people are “checked-in” but WHO THEY ARE.

Do you travel? Same perils. Except in this case, all you’re doing is telling everyone that your FAMILY is home alone.

Don’t forget that you are also given the option of sharing those check-ins via Twitter and Facebook, which can increase the danger exponentially.

I hope this helped you understand a little better the perils of foursquare and how you can use it better, or not at all.

Stay tuned for part 2 of this series coming soon.

Related articles:

“Please Rob Me” by Dan Fletcher, Time magazine

“Foursquare’s Stalker Problem” by Lisa Riordan Seville, The Daily Beast

“Girls Around Me App Confirms That Foursquare is a Terrible Idea for Women” by Amy Tennery, The Jane Dough

“4 Ways Foursquare Can Make You A Victim Of Dangerous Crimes” by Millionaire Hoy, Yahoo! Voices

Ford Says Consumer Privacy Is Impractical

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In a Yahoo! exclusive article published today, it was reported that Ford has initiated a lawsuit against 13 individual eBay sellers who they accuse of selling fake or counterfeit Ford parts. I’m not arguing the merits of Ford’s lawsuit as it is certainly within their rights to protect their trademarks and copyrights as well as take steps to protect dealer’s profits in the part business but rather to question the bigger issue encompassed by this: an individual’s right to privacy.

The subpoenas for the  lawsuits were granted by the court for Ford to obtain the seller’s identities and information. What is unusual about this is not that they requested it, but what they asked for after that request was granted.

As reported in the article, most ISPs and websites have policies in place that notify users when the company gives out their information for any reason except for that involving criminal activity and which is requested by law enforcement agencies.

In this case, Ford not only requested the user’s information but also asked for their bank account information (which was denied) then went a step further and asked for the court to prohibit eBay and Paypal (an eBay company) from notifying the targeted users that their information was requested and given out.

This move flies in the face of all privacy issues. With the public outcry against the recent legislation effectively designed to skirt privacy issues accompanied by Ford’s strong pro-consumer brand and social media presence, you’d think they would want to steer clear of any controversy in regards to consumer privacy.

“Much of the debate in recent months over online privacy has been spurred by bills in Congress, such as the Stop Online Piracy Act and a new bill, the Cyber Intelligence Sharing and Protection Act, which passed the U.S. House in April. CISPA would let companies and law enforcement agencies broadly share users’ personal information to fight potential threats — including accusations of copyright violations and counterfeit goods — without penalty, trumping any company policy.” writes Justin Hyde in the Yahoo! article.

The reason reported by Ford for this request was:

“Ford respectfully suggests this procedure is impractical and would serve to undermine the rationale for the subpoenas. The procedure would impose a substantial burden on [eBay and PayPal] to prepare, serve and enforce subpoenas and would serve to “tip-off” or warn the Doe defendants of Ford’s investigation. Under the procedure as written, the Does would have notice that Ford was seeking their identities and thus ample time to destroy evidence, the counterfeit and infringing goods, and flee to avoid service all before Ford would be entitled to receive their true identities.”

I understand why they asked the court to do this but just because it’s a good reason doesn’t mean it should outweigh the right to privacy that all citizens enjoy. This is a civil matter, not a criminal one.

Now that one court has issued what I feel is an invasion of privacy, what’s to stop other judges from following suit. I can think of plenty of GOOD reasons for a judge to do this but that doesn’t mean they SHOULD. Where does an ISP or website draw a “line in the sand”? Despite Facebook’s own internal privacy issues, they have, and are still, fighting other companies from requiring or being allowed to access their user’s information and accounts including employer’s requesting pre-employment access, schools requiring students to reveal their Facebook walls to administrators and more.

Being an eBay user for over 14 years and a Paypal user for about 12, I would hope that they would challenge and fight for their user’s right to privacy. It’ll be interesting to see how this plays out and whether any of the companies involved will take a stand for their users.

While Ford may feel that their lawsuit against 13 people succeeding is more important than our rights to privacy, I just find that.. well.. impractical.

Coffee Is For Closers: A Social Media Success Story

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For many small businesses, social media is a daunting, unwieldy task with results that are typically discouraging. Many businesses either don’t see the point in doing it or they try it and quit after not seeing any interaction. How many Facebook pages have you seen abandoned after a short life-span? You go to their page and the last post was 6 months ago. In my career, I’ve seen many.

Recently, an independent coffee shop in New Hampshire came to my attention through social media. I live in Southern California and have never even stepped foot in the state of New Hampshire so a local independent coffee shop would have never been on my radar much less caused me to start paying attention to it.

A&E Roastery is a small, independent coffee shop located in Amherst, NH. I became aware of them through a social media contest they started on their Facebook page celebrating their 10th anniversary. A&E Roastery bought in to social media. You can see that they began using Facebook as a business in January 2010. They have a corporate Twitter account, a foursquare account and a blog that is regularly updated with fresh and relevant content.

The contest was brought to my attention by someone in my social media network (and industry) who is a regular customer of theirs.

The genesis of the contest was the shop’s involvement in a local baseball league consisting of 8-9 year olds. A&E Roastery and their local PR firm collaborated on ideas with which to gain exposure for the shop in conjunction with their sponsorship. The contest was simple. Customers participated in and gathered votes to be proclaimed the MVP of the shop and win free coffee for the rest of 2012.

My involvement started only as one of supporting a friend in his quest to win this contest at a business he obviously frequents and loves. Over the next 9 days, it slowly started dawning on me that A&E had accomplished what not many small businesses (or large businesses for that matter) have been able to do… engage with their fans. You see, it’s easy to GAIN fans. Many people judge social media success by quantity. The more fans or followers I have, the better job I’m doing when, in fact, a more accurate measurement of social media success is engagement. How do the fans you have, regardless of the quantity, engage with you?

A mutual friend suggested I write a blog post about this contest. My initial reaction was skeptical. To be blunt, I didn’t believe there was much there to write about.

As I began digging in and really looking, I found amazing statistics and results from a contest that is still ongoing.

These statistics begin on May 7, the date the contest started.

  • From January 2010 to January 2012, A&E had accumulated approximately 500 fans (approximately 20/month). Over the next 3 months (Feb-April), they added 107 for an average of about 35 per month. In the month of May alone, they’ve added 219 fans for an average of 14 per day.
  • On May 6th, A&E Roastery was averaging 5 new likes per week with 30 people talking about them according to Facebook Insights. Within 6 days of beginning the contest, they’ve increased their likes per week by 5,100% and the number of people talking about them has increased 660%.
  • Since the contest’s inception, the company itself has contributed 28 posts which accumulated 99 likes and 169 comments.*
  • Since the contest’s inception, the company’s fans have posted on their wall a whopping 100 posts with a total of 271 likes and 134 comments.*

In 9 days, A&E Roastery’s Facebook page has seen 128 posts that have generated 370 likes and 303 comments.*

To put this into perspective, I looked at the Facebook page of the Penske Automotive Group. For those who don’t know, the Penske Automotive Group is the second largest publicly traded automotive retailer in the United States as measured by total revenue. As of January 18, 2012, (they) owned and operated 166 franchises in the United States and 169 internationally encompassing 42 brands. They are a Fortune 500 company with 15,000 employees. [Wikipedia]

Over the same period of time, Penske posted to their Facebook wall 6 times which generated 98 likes and 76 comments. Penske’s Facebook page has almost 16,000 fans.

A&E Roastery had more than triple the engagement with 15,000 fewer fans.

A&E has hit the equivalent of a social media grand-slam home run with this contest. The passion their customers have for them is evident in not only the engagement their contest is seeing but in the exposure it is generating for them.

I spoke with Emeran, the shop’s owner, about her thoughts and goals for this contest. She felt the key to the contest’s success to this point is the social media saavy customers she has that have contributed to generating the buzz. The question she’s looking to answer is one that’s all too familiar to social media professionals and business owners – “How does that translate to growth in business?”. She went on to say that “the challenge is to assess what our new network looks like now and how to target those new people and translate that into revenue growth on both the retail and wholesale areas.” She felt it would be interesting to see not only if it did but by how much even though she shared that she knew this would be a difficult task to accomplish. Some of her new fans being from outside her local market is actually one that works in her favor as, in addition to the operation of this local shop, she has a thriving wholesale business selling the coffee beans they roast themselves. A&E currently has quite a few local businesses that serve her beans to their customers and she certainly isn’t opposed to expanding her wholesale business to other areas of the country.

The initial round of voting for the MVP nominees is scheduled to be reduced to 9 at the end of this week with a new round of voting on the remaining contestants beginning. The contest itself is scheduled to end a the end of this month.

To all my fellow automotive coffee enthusiasts, you might want to give A&E Roastery coffee a try. In the age of Starbucks, not many independent coffee shops can generate the loyalty and following from their customers that A&E has managed to do.

There’s probably a good reason for that.

*Statistics complied through May 16, 2012 at 8:30am PST.

Facebooks Potential New Feature Could Kill Your Newsfeed

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Facebook has always been experimenting with ways to generate revenue. It’s mostly been focused on businesses through Facebook Ads and Sponsored Stories but now it’s contemplating a revenue stream generated through users.

TechCrunch reported last night that Facebook has began testing a feature it calls “Highlight”. The basic functionality of this feature is that a user can pay a one-time fee to have a single post shared with more of their friends. Facebook’s algorithm is designed to identify and deliver what they believe is the content most interesting to any individual. According to the TechCrunch article, only about 12% of any given person’s friends see any given post. (People that utilize EdgeRank to maximize the potential that their posts are seen probably have a slightly higher average.)

facebook-highlight-status-updates1

In my opinion, there are only a few legitimate uses for for this feature by an individual that wouldn’t annoy the heck out of their friends: “I’m moving”, “having a baby”, “someone died”, “help me raise money for a good cause” etc. would all be legitimate reasons, in my eyes. However, I don’t see too many people actually paying for increased exposure to other legitimate types of status updates even if it were available. (“Legitimate” in my eyes being a valid, non-spammy type of status update.)

More than likely, the people willing to pay for increased exposure for their posts would be people selling something.. whether that’s recruiting for a multi-level marketing “opportunity”, advertising their business or services, and, in the case of the automotive industry, delivering the many different ways of saying “come buy a car from me (or my dealership)”.

With many car dealers still stubbornly clinging to Facebook profiles versus Facebook pages, I think it’s just going to be way too tempting for them to pay the small fee to make sure more of their “friends” see their sale ad, highlighted vehicle, or “come buy a car” message. It will also be tempting for individual vendors to ply their wares on your Facebook newsfeed paying a couple of bucks for increased exposure to all the car dealerships they’ve friended.

The potential for people to newsfeed spam is way too high, in my opinion. I put up with an “occasional” plug from my Facebook friends. I mean, everyone needs to earn a living and rule #1 in sales is to make sure everyone you know is aware of what you sell. There’s nothing more frustrating than being a Toyota salesperson and having someone you know buy a Toyota from somewhere (or someone) else. That being said, I do have a line that a person can cross when the volume of those types of posts by them gets annoying to me.

I’ve never been a huge fan of Facebook choosing who they think I want to see posts from. I would personally like to be able to control that option but, for the most part, it accomplishes its goal. I also think I’m probably in the group of people that actually tells Facebook who and what I want to see by hiding people, creating lists, knowing (and using) my privacy settings, etc. as the more you do this, the more accurate Facebook’s algorithm can be in delivering relevant content. It’s unclear whether “Highlight” would circumvent these settings (ie. delivering messages from people I’ve hidden or normally wouldn’t see status updates from just because they’ve paid for that increased exposure).

Bottom line is that if your newsfeed becomes littered with individual advertising-type posts rather than being filled with relevant content from people you want to interact with, people will either start hiding or unfriending more people or they’ll use Facebook less.

According to TechCrunch, the feature is currently being tested in New Zealand.

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