Facebook users in Southeast Asia Source: Facebook, GreyReview.com, as of Oct 1, 2011
CIMB on Facebook http://www.facebook.com/CIMBMalaysia One-to-one customer complaint resolution
CIMB advertises for social media-savvy employees
CIMB ad copy
“CIMB is looking for someone who wants to spend all day on Facebook and get paid for it. We want to bring our brand closer to our customers and stakeholders and are looking for people to help us do so. If you believe that social media is the next step in getting people to connect with brands and if this is something you are passionate about , then read on!”
Job: Asst Mgt/Exec-Social Media Team
Location: The World Wide Web Responsibilities:
Create and execute social media campaigns across the various platforms that CIMB has established communities in (forums, Facebook, Twitter, YouTube etc)
Manage, monitor and engage in our online community as well as provide quantitative and qualitative insights based on feedback from this community
Formulate strategies for programs on social media that will complement CIMB's initiatives
Assist in the development of social media strategies as well as community management and implementation of social media campaigns across the region
Requirements: Bachelors Degree in any field, at least 1-3 years working experience in any field
Facebook & Twitter savvy with an intimate knowledge on developments of the media landscape
Able to work and engage with people easily and comfortably
Understand and appreciate the difference between LOL and ROFLMAO
Please ensure that resumes are submitted together with your Facebook ID and Twitter handle for our reference.
Why Facebook? Your target audience is already on Facebook. No additional registration or profile to fill to participate. 1. Built-in audience Setting up a Facebook Page is easy - it doesn’t require a developer or approval from IT. 2. Rapid rollout A Facebook Page is free, versus high costs of developing a custom social networking site. But note: Experts, custom apps, games, landing pages cost money . 3. Minimal costs
If you post something interesting, it will have a life of its own. 4. Viral Features Facebook is aggressive in deleting spammers, rogue accounts and inappropriate content. This minimizes issues in managing your own community. 5. Minimal Hassle Hosting photos/videos is a lot easier and tagging makes those photos easy for friends to share 6. Multimedia features
Facebook, LinkedIn, Twitter and other social networks are great ways to drive traffic to your flagship website, e-commerce platform or other owned sites. 7. Referral engine You can find new customers you would not have discovered otherwise and review profiles to generate new leads. 8. Leads You can engage with existing customers in new ways and build longterm relationships for customer retention. 9. Engagement
Friends’ recommendations of your promotions are better received. Your giveaways, coupons, promos may trigger call-to-actions and direct sales. It is easier to cross-promote with partners. 10. Targetted promos You can do one-to-one customer support and redirect to right personnel for resolution. 11. Customer support Proactive correction of misinformation, errors, inaccuracies, myths and responding quickly to negative comments may avert a crisis. 12. Reputation mgt
Cons of Facebook
Facebook may change : While Facebook is the current “it” social network, traffic may flatten and its future is not guaranteed. If users abandon Facebook, they’ll be abandoning your company/brand page too.
You’re Limited to Facebook’s Feature Set : If Facebook decides to drop or add features that aren’t popular, or imposes restrictions that kill your community’s growth, you’re out of luck.
No Data Ownership : You are limited by number of invites to your page and applications.
Your Competitors Can Do the Same Thing : There are no barriers to entry for Facebook pages. They can copy the popular apps you develop. They can join your group without your knowledge.
Facebook Page Basics How To Start A Page: https://www.facebook.com/pages/create.php
What type of Facebook page is right for me?
Local Business or Place
page is best:
Merge with Bing Place data (map & link on info tab)
Fans can ‘check in’ to your location
Fields on info tab are more detailed
Categories help potential clients find your business
Why a Facebook page is the best for business:
Can add Apps, Custom Tabs, Games
Visitor insights and analytics
Indexed by search engines and can be seen by non-fans
Messages appear as updates
Can target by location, language
Profile Group vs vs Page
Limited Friends, Manual friending
Line between personal and business blurred
Cannot appoint admins
Limited custom apps
No custom URLS
No support for custom apps
Can restrict who can access: open, closed, and secret.
Can send bulk message into inbox of up to 5000 members
Better for quick, active discussions
10 Facebook Tips
Create a Page to promote events, conferences, seminars, projects, launches, your blog, your website.
Do link and promote to stories on your organisation, but provide some other value-add or insider insight , this is not just a broadcast medium.
Be human : Show you care, be witty, disclose some of your personal interests, it helps to get to know you better.
Use apps to automate stuff: blog posts, Twitter updates ~ but don’t overdo it! ( http://apps.facebook.com/selectivetwitter)
10 Facebook Tips
Tag all photos and videos with “Company ABC” for events. Divide photos into separate albums.
Address new fans with personal messages
Have two or three admins as backups
For CSR: like-minded groups for related pages: eg Breast Cancer Awareness, Eradicate Polio.
Use smart lists to divide group and target messages once you have mastered various apps
Note: Pages vs Groups: Pages are better for a long-term relationships
with your fans, readers or customers; Groups are better for hosting an
active discussion and attracting quick attention. Community pages are for
generic causes or topics. http://bit.ly/pagesvsgroups
Steps to creating a new page
1. Go To: http:// www.facebook.com/pages/create.php
Also a link to ‘Create a Page’ on the Home Page
Links to ‘Create a Page’ In lower left corner of existing pages
2. Select the ‘Local Business or Place’ Page type
Choose your business type category
Enter business name & info
Click ‘Get Started’
3. Log into the personal account you want to admin the page
You will be prompted to do so if you were not logged in when you started
4. Fill out your ‘info’ tab with details about your business
Add links to your website, Twitter, etc.
Add info about what you specialize in and offer
Make a good first impression that makes people want to like the page
5. Follow the steps on the ‘Get Started Tab’
‘ Get started’ tab makes it easy!
‘ Get started’ tab walks you through:
1. Adding images
2. Posting a status update
Encourage your friends to share your page
Announce a new website or promo offer
3. Adding a ‘Like’ button to your website
Takes a little coding knowledge
4. Inviting friends & announcing to fans
Upload an Excel doc
Import email contacts
Suggest to personal Facebook friends
5. Syncing to a mobile device
Converting a Group to a Page
Facebook DOES NOT allow you to convert a group to a page
Groups were part of Facebook BEFORE Pages were introduced
When Pages were first introduced Facebook temporarily allowed converting
Only way to migrate group members to page fans now is to ask them to ‘Like’ it
Post new page URL on group wall and invite member to ‘Like’ the page
Send a message and/or chat to members ask them to spread the news & like the page
Consider incentives to ‘like’ the page & suggest it (eg: % off a service, coupons, being entered into a drawing for a free gifts, etc.)
Converting your Profile to a Page
Facebook lets you convert a personal Profile into a Page! https://www.facebook.com/pages/create.php?migrate
Cannot be undone – So be sure it’s your best option.
Friends will be converted into fans that ‘Like’ the Page
Only Photos will be transferred. NOTE: All other data lost!
Facebook will provide you with a stripped-down version of a Personal Profile, called a Business Account , which will be the admin of the new Page. It cannot become ‘Friends’ with anyone or ‘Like’ anything, etc.
Custom landing tabs good for branding & getting people to your website
Now custom tabs use iFrames (not FBML) & are more customizable than in the past
Can have interactive buttons, tabs, and animations
You require a designer to customize your landing tab
Some free applications available (not as customizable & usually include their logo) eg: Pagemodo.com
Custom landing pages
Custom tab with game element
Text on your Page Posts Tabs About
“ Like” related sites, events, causes CIMB Edelman AirAsia
Creative use of Profile pic 540 px 180 px
Using Photo Strip creatively Links: http://socialfresh.com/35-creative-facebook-page-photo-strips/ http://mashable.com/2010/12/14/new-facebook-profile-hacks/#view_as_one_page-gallery_box497
TIP: Use http://FBCrop.com to get size right Make landing page work for you – call to action
Edit Page > Manage Permissions
Get fans to sign up for email updates, newsletters, free reports, whitepapers, DVDs.
Have monthly giveaways
Cross-promote Use buttons on Blog, Website, Twitter, print, etc
Tie-ups: Eg: CIMB and SF Coffee
Create Facebook-only specials
Have regular daily or weekly or monthly Facebook giveaways or discounts . Eg: Release a new QR code each month along with the special offer - 25 % off of a product you regularly sell or entire purchase if at a store or free samples or giveaways
A word of caution…
Avoid shameless plugs on how wonderful you or the company are.
Your personal views are your own, don’t post updates in anger or in spite. Nothing is private on Facebook.
Don’t sign up for every game/quiz and annoy others with your updates.
Do not disclose confidential information obtained through work that may bring the company into disrepute.
Don’t undermine your effectiveness at work.
“ Friending” should not be taken literally – but others may misconstrue this as being partisan or biased.
Avoid racial, religious slurs and personal attacks.
You are still a company rep 24/7: Verify facts, identify sources before passing along news. Make it clear if you are skeptical of veracity of information, if you are.
Must-know Facebook Basics Info Update Status Messages Chat Friend Request Subscriptions Join Group Wall Like Share Comment @ Mentions Notes Question Privacy Settings Acct Settings Add photo Create album Tag photo Upload video Create A Page Apps Events Vanity URL
Searching Facebook in real-time Other methods: Bing.com/Social OneRiot.com (searchword site:facebook.com) FacePinch.com Youropenbook.org
Subscribe and Allow Subscribers To allow others to Subscribe to your Public posts, go here: https://www.facebook.com/about/subscribe Subscribers can see only the things you share publicly: https://www.facebook.com/about/sharing
Smart Lists https://www.facebook.com/ListsTeam https://blog.facebook.com/blog.php?post=10150278932602131 Create lists for Close Friends, Acquaintances, Work Mates or Restricted. Good for targetting posts to appropriate list of friends.