I decided to look into the question of automatic direct messaging (DM) on Twitter, because I was curious about 1. how it worked technically, 2. what benefits it could bring to social media managers, and 3. what people on Twitter actually thought about them. I noticed indeed that I started to get more automatic DMs in my Twitter inbox in the second half of last year and they are now taking up almost all of my inbox – that is, until I delete them. Continue reading “What I learned from testing automatic direct messaging on Twitter on both personal and corporate accounts”
After the success of my post on social media trends for government communicators in 2016 I received my first proposal for a guest post from Zuzana Padychova. Continue reading “[Guest post] These social media statistics are mind boggling: see them rise in real time”
More and more, those who look ahead will have an advantage in digital communications, in particular on social media. Anticipating future trends is not just fun, and incredibly difficult too, it’s also vital if you want to be able to allocate your resources properly and develop an integrated communications approach across online and offline channels. Continue reading “10 social media trends government communicators should pay attention to in 2016”
Yes, I know. I should be focussing on much more challenging questions such as eradicating world hunger or education for all, but heck, it’s 1am, it’s the end of my first day at the über geek Mecca also known as SXSW, and this question has been haunting me since the death of Hugo Chavez 3 days ago. (By the way, if you read to the end of this article, you’ll be in for a surprise – seriously). Continue reading “What happens to celebrity Twitter accounts when they die? The Hugo Chavez case”
Pour Aurélie Valtat, spécialiste des nouvelles technologies, l’entreprise de demain sera très différente. Conséquence des nouvelles technologies et des modèles véhiculés par les entreprises qui les portent. Continue reading “Demain, une culture d’entreprise résolument plus démocratique”
Je réagis à un article du Monde daté du 4 juin 2011 et qui porte le titre suivant : “Sur les réseaux sociaux, difficile d’avoir plus de 200 amis”. Dans cet article, l’hypothèse de Dunbar, selon laquelle les groupes sociaux de plus de 150 personnes ne seraient pas viables sans effort supplémentaire de socialisation, est appliqué aux réseaux sociaux, avec des constatations similaires. Continue reading “Plus de 200 amis sur les réseaux sociaux, est-ce humainement possible ?”
Here are some thoughts on the evolving landscape of social media, and my experience of a “social” conference. Continue reading “Going unsocial at the 2011 Social Media World Forum, London”
I used to never really ask myself why I use both Twitter and Facebook for leisure and work, but now that I’m more and more asked to lecture and advise on the use of these social media, it dawned on me that these two media had very different profiles, and were being used quite differently by online actors.
So here are the two points I’d like to make and on which I’d be happy to have your opinion:
- corporate brands are better on Facebook than on Twitter, with the exception of news broadcasters.
- the more useful your service, the more likely you are to use Twitter – sounds provocative, doesn’t it? 🙂
Facebook is for brands and communities
Actually, I realised that the traditional scheme for a brand is generally to have lots of fans on Facebook, and far less on Twitter. One recent example of that is Austrian Airlines with a staggering 30,000 fans on Facebook but merely 1,678 followers on Twitter.
You would say this is because there are 5 times more people on Facebook then on Twitter. Personally I think that’s only partially the explanation to this situation. What is however of interest is that when you befriend a brand’s page on Facebook, this brand’s updates get to sit in your home feed next to that of your ex-boyfriend or high school Math teacher.
This gives Facebook users the impression that they are more familiar with this brand, that they can get a glimpse of that brand’s inside story.
Of all the Facebook pages I administer, this has proven very true. The sense of community or belonging is very strong and the posts that usually work best are of two kinds:
- those in which you engage your audience around your brand’s industry/area
- those that let fans see what it’s really like to work at your brand’s HQ or get to meet the real people behind your brand.
Twitter is for real, ‘useful’ information
Now I have one clear example in mind here, backed by several arguments. When I’m not developing online communication strategies or convincing senior management of the benefits of moving to a paperless environment, I manage the social media accounts of a European public organisation (Eurocontrol), including on Twitter and Facebook.
On Twitter this organisation has almost 15,000 followers, while it “only” has 6,000+ fans on Facebook. Now if I take the European Parliament or NATO, both organisations have far more fans on Facebook than on Twitter. So why is it that it’s the other way round with Eurocontrol?
Twitter has made such a big difference to Eurocontrol’s online presence for two main reasons:
- It is all about real-time or almost real-time information, which comes in very handy when reporting about the European air traffic situation in the case of a volcanic ash crisis or a snow onslaught.
- People tend to check their Twitter account more often than they do with their Facebook account.
If you combine those two factors, you end up with a simple equation: Twitter is better if you are looking for concrete, useful information that you can use to take action immediately.
While Facebook remains the domain of PR and marketing, Twitter is in my opinion for ‘hard-core’ communication experts, who value information and client-focus above all.
The other reason why Twitter is gaining momentum for brand communication is because of Facebook technical limitations. Yesterday I read a Facebook update from KLM saying that they could not answer individual questions anymore in private and that they advised fans to move to Twitter (see screenshot below).
No surprise then if Twitter is being more and more used to replace traditional customer support services (eg. Bestbuy and their Twelpforce, http://twitter.com/#!/jetblue” target=”_blank”>Jet Blue, etc.)
Having said that, I’d be curious to hear about your experiences of both Twitter and Facebook as a follower/fan of brands.
It’s funny how simple sentences you hear can stick with you and clutter your brains even at ungodly hours of the day (or night, as a matter of fact). The conversation that triggered this reaction of mine is the following:
- (friend) – Hey you’re famous now!
- (me) – Yes, kind of. *stupid grin*
- (friend) – Well, you can’t just sit here like that. You need to capitalise on this fame. Why don’t you write a book?
I’ll be co-moderating a workshop at the European Parliament on 10 November called MEP 2.0 Workshops, whose objective will be to present Twitter and its benefits to members of the European Parliament.
While doing some research to prepare this workshop, a friend of mine and co-founder of the “EU Girl Geeks” group, Caroline De Cock, mentioned a book she had just published, called Lobby.EU: A Survival Guide to EU Lobbying, Including the use of social media. Continue reading “What EU politicians and lobbyists should know about web 2.0 and social media”