Social media marketing

Social Media Marketing is the process of gaining website traffic or attention through social media sites.[1]

Social media marketing programs usually center on efforts to create content that attracts attention and encourages readers to share it across their social networks.

Among social media platforms, user-generated content has acquired a huge interest for marketers. User-generated content in the form of online consumer reviews have given birth to electronic word of mouth.

Online consumer reviews (or electronic word of mouth) are conceptualized as any positive, neutral, or negative information about a product, service or a brand created and published on a consumer review platform or social commerce website by a potential, former, or actual customer.[2] When the underlying message spreads from user to user and presumably resonates because it appears to come from a trusted, third-party source, as opposed to the brand or company itself,[3] this form of marketing results in earned media rather than paid media.[4]

Platforms

Main article: Social media

Social networking websites

Social networking websites allow individuals and businesses to interact with one another and build relationships and communities online. When companies join these social channels, consumers can interact with them directly.[5] That interaction can be more personal to users than traditional methods of outbound marketing and advertising.[6]

Social networking sites act as word of mouth or more accurately, e-word of mouth. Social networking sites and blogs allow followers to “retweet” or “repost” comments made by others about a product being promoted, which occurs quite frequently on some social media sites.[7] By repeating the message, the user's connections are able to see the message, therefore reaching more people. Because the information about the product is being put out there and is getting repeated, more traffic is brought to the product/company.[6]

Social networking websites are based on building virtual communities, that allow consumers to express their needs, wants and values, online. Social media marketing then connects these consumers and audiences to businesses that share the same needs, wants and values.

Through social networking sites, companies can keep in touch with individual followers. This personal interaction can instill a feeling of loyalty into followers and potential customers. Also, by choosing whom to follow on these sites, products can reach a very narrow target audience.[6]

Social networking sites also include much information about what products and services prospective clients might be interested in. Through the use of new semantic analysis technologies, marketers can detect buying signals, such as content shared by people and questions posted online. An understanding of buying signals can help sales people target relevant prospects and marketers run micro-targeted campaigns.

In order to integrate social networks into their marketing strategies, companies have to develop a marketing model. In[8] a marketing model (SNeM2S) based on social networks is provided. The model includes the following steps:

In 2014, over 80% of business executives identified social media as an integral part of their business.[9] Business retailers have seen 133% increases in their revenues from social media marketing.[10]

Mobile phones

Just under half the world’s population is currently on the Internet. Roughly 75% of those people are on social media and ¾ of those folks have social media accounts on their mobile phones.

Mobile phone usage is beneficial for social media marketing because mobile phones have social networking capabilities, allowing individuals immediate web browsing and access to social networking sites. Mobile phones have grown at a rapid rate, fundamentally altering the path-to-purchase process by allowing consumers to easily obtain pricing and product information in real time[11] and allowing companies to constantly remind and update their followers. Many companies are now putting QR (Quick Response) codes along with products for individuals to access the company website or online services with their smart phones. Retailers use QR codes to facilitate consumer interaction with brands by linking the code to brand websites, promotions, product information, or any other mobile-enabled content.

Mobile devices and The internet also influence the way consumers interact with media and has many further implications for TV ratings, advertising, mobile commerce and more. Mobile media consumption such as mobile audio streaming or mobile video are on the rise – in the United States, more than 100 million users are projected to access online video content via mobile device. Mobile video revenue consists of pay-per-view downloads, advertising, and subscriptions. As of 2013, worldwide mobile phone Internet user penetration was 73.4%. In 2017, figures suggest that more than 90% of Internet users will access online content through their phones.[12]

Strategies

There are two basic strategies for engaging the social media as marketing tools:

The passive approach

Social media can be a useful source of market information and customer's voice. Blogs, content communities, and forums are platforms where individuals share their reviews and recommendations of brands, products, and services. Businesses are able to tap and analyze the customer voice generated in social media for marketing purposes;[13] in this sense the social media is an inexpensive source of market intelligence which can be used by marketers to track problems and market opportunities. For example, the internet erupted with videos and pictures of iPhone 6 bend test which showed that the coveted phone would bend merely by hand. The so-called “bend gate” controversy[14] created confusion amongst customers who had waited months for the launch of the latest rendition of the iPhone. However, Apple promptly issued a statement saying that the problem was extremely rare and that the company had taken several steps to make the mobile device robust. Unlike traditional market research methods such as surveys, focus groups, and data mining which are time-consuming and costly, marketers can now utilize social media to obtain ‘live’ information about consumer behavior. This can be extremely useful in a highly dynamic market structure in which we now live.

The active approach

Social media can be used not only as public relations and direct marketing tools but also as communication channels (targeting specific audiences with social media influencers) and as customer engagement tools.[13] Facebook and LinkedIn are leading social media platforms where users can hyper-target their ads. Hypertargeting not only uses public profile information but also information users submit but hide from others.[15] There are several examples of firms initiating some form of online dialog with the public to foster relations with customers. According to Constantinides, Lorenzo and Gómez Borja (2008) "Business executives like Jonathan Swartz, President and CEO of Sun Microsystems, Steve Jobs CEO of Apple Computers, and McDonalds Vice President Bob Langert post regularly in their CEO blogs, encouraging customers to interact and freely express their feelings, ideas, suggestions or remarks about their postings, the company or its products".[13] Using customer influencers (for example popular bloggers) can be a very efficient and cost-effective method to launch new products or services[16] Narendra Modi current prime minister of India ranks only second after President Barack Obama in a number of fans on his official Facebook page at 21.8 million and counting.[17] Modi employed social media platforms to circumvent traditional media channels to reach out to the young and urban population of India which is estimated to be 200 million. His appeal was further buttressed by the recent crowd turnout at Madison square garden.[18]

Engagement

In the context of the social web, engagement means that customers and stakeholders are participants rather than viewers. Social media in business allows all consumers to express and share an opinion or an idea somewhere along the business’s path to market. Each participating customer becomes part of the marketing department, as other customers read their comments or reviews. The engagement process is then fundamental to successful social media marketing.[19]

With the advent of social media marketing, it has become increasingly important to gain customer interest which can eventually be translated into buying behavior. New online marketing concepts of engagement and loyalty have emerged which aim to build customer participation and reputation.[20]

Engagement in social media for the purpose of your social media strategy is divided into two parts:

1. Proactive posting of new content and conversations, as well as the sharing of content and information from others

2. Reactive conversations with social media users responding to those who reach out to your social media profiles through commenting or messaging[21]

Traditional media is limited to one-way interaction with customers or ‘push and tell’ where only specific information is given to the customer without any mechanism to obtain customer feedback. On the other hand, social media is participative where customers are able to share their views on brands, products, and services. Traditional media gives the control of message to the marketer whereas social media shifts the balance to the consumer.

Campaigns

Betty White

Social networking sites can have a large impact on the outcome of events. In 2010, a Facebook campaign surfaced in the form of a petition. Users virtually signed a petition asking NBC Universal to have actress Betty White host Saturday Night Live.[22][23] Once signed, users forwarded the petition to all of their followers. The petition went viral and on May 8, 2010, Betty White hosted SNL.

2008 US presidential election

The 2008 US presidential campaign had a huge presence on social networking sites. Barack Obama, a virtually unknown Democratic candidate, utilized 15 different social media websites to form relationships with the millions of American citizens who utilize those networks. His social networking profile pages were constantly being updated and interacting with followers. By the end of his campaign, Obama had 5 million social media network supporters (2.5 million on Facebook and 115,000 on Twitter). The use of social networking sites in his marketing campaign gave Barack Obama’s campaign access to e-mail addresses, as posted on social network profile pages. This allowed the Democratic Party to launch e-mail campaigns asking for votes and campaign donations.[24]

Local businesses

Small businesses also use social networking sites as a promotional technique. Businesses can follow individuals social networking site uses in the local area and advertise specials and deals. These can be exclusive and in the form of “get a free drink with a copy of this tweet”. This type of message encourages other locals to follow the business on the sites in order to obtain the promotional deal. In the process, the business is getting seen and promoting itself (brand visibility).

Kony 2012

A short film released on March 5, 2012, by humanitarian group Invisible Children, Inc. This 29-minute video aimed at making Joseph Kony, an International Criminal Court fugitive, famous worldwide in order to have support for his arrest by December 2012; the time when the campaign ends.[25] The video went viral within the first six days after its launch, reaching 100 million views on both YouTube and Vimeo.[26] According to research done by Visible Measures, the Kony 2012 short film became the fastest growing video campaign, and most viral video, to reach 100 million views in 6 days followed by Susan Boyle performance on Britain’s Got Talent that reached 70 million views in 6 days.[27][28]

Nike #MakeItCount

In early 2012, Nike introduced its Make It Count social media campaign. The campaign kickoff began YouTubers Casey Neistat and Max Joseph launching a YouTube video, where they traveled 34,000 miles to visit 16 cities in 13 countries. They promoted the #makeitcount hashtag, which millions of consumers shared via Twitter and Instagram by uploading photos and sending tweets.[29] The #MakeItCount YouTube video went viral and Nike saw an 18% increase in profit in 2012, the year this product was released.

Lay's-Do Us a Flavor

In 2012, Lays created an annual social media campaign that allowed fans to create their own flavor for a $1 million prize for whatever flavor was voted the best. After 3.8 million submissions from fans who participated, the top three choices were Cheesy Garlic Bread, Chicken & Waffles, and Sriracha. The fans were now able to purchase the three flavors in stores then cast their vote on Facebook or Twitter for the best flavor. Lays gained a 12% increase in sales during the contest. Garlic Cheesy Bread was eventually named the winner of the contest.[30]

Purposes and Tactics

One of the main purposes of employing Social Media in marketing is as a communications tool that makes the companies accessible to those interested in their product and makes them visible to those who have no knowledge of their products.[31] These companies use social media to create buzz, learn from and target customers. It's the only form of marketing that can finger consumers at each and every stage of the consumer decision journey.[32] Marketing through social media has other benefits as well. Of the top 10 factors that correlate with a strong Google organic search, seven are social media dependent. This means that if brands are less or non-active on social media, they tend to show up less on Google searches.[33] While platforms, such as Twitter, Facebook and Google+ have a larger amount of monthly users, The visual media sharing based mobile platforms however, garner a higher interaction rate in comparison and have registered the fastest growth and have changed the ways in which consumers engage with brand content. Instagram has an interaction rate of 1.46% with an average of 130 million users monthly as opposed to Twitter which has a .03% interaction rate with an average of 210 million monthly users.[33] Unlike traditional media that are often cost-prohibitive to many companies, a social media strategy does not require astronomical budgeting.[34] To this end, companies make use of platforms such as Facebook, Twitter, YouTube and Instagram in order to reach audiences much wider than through the use of traditional print/TV/radio advertisements alone at a fraction of the cost, as most social networking sites can be used at no cost. This has changed the ways that companies approach to interact with customers, as a substantial percentage of consumer interactions are now being carried out over online platforms with much higher visibility. Customers can now post reviews of products and services, rate customer service and ask questions or voice concerns directly to companies through social media platforms. Thus social media marketing is also used by businesses in order to build relationships of trust with consumers.[35] To this aim, companies may also hire personnel to specifically handle these social media interactions, who usually report under the title of Online community managers. Handling these interactions in a satisfactory manner can result in an increase of consumer trust. To both this aim and to fix the public's perception of a company, 3 steps are taken in order to address consumer concerns, identifying the extent of the social chatter, engaging the influencers to help, and developing a proportional response.[36]

Twitter

Twitter allows companies to promote their products in short messages known as tweets limited to 140 characters which appear on followers’ Home timelines.[37] Tweets can contain text, Hashtag, photo, video, Animated GIF, Emoji, or links to the product’s website and other social media profiles, etc.[38] Twitter is also used by companies to provide customer service.[39] Some companies make support available 24/7 and answer promptly, thus improving brand loyalty and appreciation.

Facebook

Facebook pages are far more detailed than Twitter accounts. They allow a product to provide videos, photos, and longer descriptions, and testimonials as other followers can comment on the product pages for others to see. Facebook can link back to the product’s Twitter page as well as send out event reminders. As of May 2015, 93% of businesses marketers use Facebook to promote their brand.[40]

A study from 2011 attributed 84% of "engagement" or clicks to Likes that link back to Facebook advertising.[41] By 2014, Facebook had restricted the content published from businesses' and brands' pages. Adjustments in Facebook algorithms have reduced the audience for non-paying business pages (that have at least 500,000 "Likes") from 16% in 2012 down to 2% in February 2014.[42] [43][44]

Google+

Google+, in addition to providing pages and some features of Facebook, is also able to integrate with the Google search engine. Other Google products are also integrated, such as Google Adwords and Google Maps. With the development of Google Personalized Search and other location-based search services, Google+ allows for targeted advertising methods, navigation services, and other forms of location-based marketing and promotion. Google+ can also be beneficial for other digital marketing campaigns, as well as social media marketing. Google+ authorship was known to have a significant benefit on a website's search engine optimization/, before the relationship was removed by Google. Google+ is one of the fastest growing social media networks and can benefit almost any business.

LinkedIn

LinkedIn, a professional business-related networking site, allows companies to create professional profiles for themselves as well as their business to network and meet others.[45] Through the use of widgets, members can promote their various social networking activities, such as Twitter stream or blog entries of their product pages, onto their LinkedIn profile page.[46] LinkedIn provides its members the opportunity to generate sales leads and business partners.[47] Members can use “Company Pages” similar to Facebook pages to create an area that will allow business owners to promote their products or services and be able to interact with their customers.[48] Due to spread of spam mail sent to job seeker, leading companies prefer to use LinkedIn for employee's recruitment instead using different a job portal. Additionally, companies have voiced a preference for the amount of information that can be gleaned from a LinkedIn profile, versus a limited email.[49]

Yelp

Yelp consists of a comprehensive online index of business profiles. Businesses are searchable by location, similar to Yellow Pages. The website is operational in seven different countries, including the United States and Canada. Business account holders are allowed to create, share, and edit business profiles. They may post information such as the business location, contact information, pictures, and service information. The website further allows individuals to write, post reviews about businesses and rate them on a five-point scale. Messaging and talk features are further made available for general members of the website, serving to guide thoughts and opinions.[50]

Foursquare

Foursquare is a location-based social networking website, where users can check into locations via a Swarm app on their smartphones. Foursquare allows businesses to create a page or create a new/claim an existing venue.[51]

Instagram

In May 2014, Instagram had over 200 million users. The user engagement rate of Instagram was 15 times higher than of Facebook and 25 times higher than that of Twitter.[52] According to Scott Galloway, the founder of L2 and a professor of marketing at New York University’s Stern School of Business, latest studies estimate that 93% of prestige brands have an active presence on Instagram and include it in their marketing mix.[53] When it comes to brands and businesses, Instagram's goal is to help companies to reach their respective audiences through captivating imagery in a rich, visual environment.[54] Moreover, Instagram provides a platform where user and company can communicate publicly and directly, making itself an ideal platform for companies to connect with their current and potential customers.[55]

Many brands are now heavily using this mobile app to boost their visual marketing strategy. Instagram can be used to gain the necessary momentum needed to capture the attention of the market segment that has an interest in the product offering or services.[56] As Instagram is supported by Apple and android system, it can be easily accessed by smartphone users. Moreover, it can be accessed by the Internet as well. Thus, the marketers see it as a potential platform to expand their brands exposure to the public, especially the younger target group. On top of this, marketers do not only use social media for traditional Internet advertising, but they also encourage users to create attention for a certain brand. This generally creates an opportunity for greater brand exposure.[57] Furthermore, marketers are also using the platform to drive social shopping and inspire people to collect and share pictures of their favorite products. Many big names have already jumped on board: Starbucks, MTV, Nike, Marc Jacobs, Red Bull are a few examples of multinationals that adopted the mobile photo app early.

Instagram has proven itself a powerful platform for marketers to reach their customers and prospects through sharing pictures and brief messages. According to a study by Simply Measured, 71% of the world’s largest brands are now using Instagram as a marketing channel.[58] For companies, Instagram can be used as a tool to connect and communicate with current and potential customers. The company can present a more personal picture of their brand, and by doing so the company conveys a better and true picture of itself. The idea of Instagram pictures lies on on-the-go, a sense that the event is happening right now, and that adds another layer to the personal and accurate picture of the company. Another option Instagram provides the opportunity for companies to reflect a true picture of the brandfrom the perspective of the customers, for instance, using the user-generated contents thought the hashtags encouragement.[59] Other than the filters and hashtags functions, the Instagram’s 15-second videos and the recently added ability to send private messages between users have opened new opportunities for brands to connect with customers in a new extent, further promoting effective marketing on Instagram.

YouTube

YouTube is another popular avenue; advertisements are done in a way to suit the target audience. The type of language used in the commercials and the ideas used to promote the product reflect the audience's style and taste.

Also, the ads on this platform are usually in sync with the content of the video requested, this is another advantage YouTube brings for advertisers. Certain ads are presented with certain videos since the content is relevant. Promotional opportunities such as sponsoring a video is also possible on YouTube, "for example, a user who searches for a YouTube video on dog training may be presented with a sponsored video from a dog toy company in results along with other videos."[60] YouTube also enable publishers to earn money through its YouTube Partner Program.

Social Bookmarking Sites

Web sites such as Delicious, Digg, Slashdot, Diigo, Stumbleupon and Reddit are popular social bookmarking sites used in social media promotion. Each of these sites is dedicated to the collection, curation, and organization of links to other websites. This process is crowdsourced, allowing members to sort and prioritize links by relevance and general category. Due to the large user bases of these websites, any link from one of them to another, the smaller website usually results in a flash crowd. In addition to user-generated promotion, these sites also offer advertisements within individual user communities and categories.[61] Because ads can be placed in designated communities with a very specific target audience and demographic, they have far greater potential for traffic generation than ads selected simply through cookie and browser history.[62] Additionally, some of these websites have also implemented measures to make ads more relevant to users by allowing users to vote on which ones will be shown on pages they frequent.[63] The ability to redirect large volumes of web traffic and target specific, relevant audiences makes social bookmarking sites a valuable asset for social media marketers.

Blogs

Platforms like LinkedIn create an environment for companies and clients to connect online.[64] Companies that recognize the need for information, originality/ and accessibility employ blogs to make their products popular and unique/ and ultimately reach out to consumers who are privy to social media.[65]

Blogs allow a product or company to provide longer descriptions of products or services, can include testimonials and can link to and from other social network and blog pages. Blogs can be updated frequently and are promotional techniques for keeping customers, and also for acquiring followers and subscribers who can then be directed to social network pages.

Online communities can enable a business to reach the clients of other businesses using the platform. To allow firms to measure their standing in the corporate world, sites enable employees to place evaluations of their companies.[64] Some businesses opt out of integrating social media platforms into their traditional marketing regimen. There are also specific corporate standards that apply when interacting online.[64] To maintain an advantage in a business-consumer relationship, businesses have to be aware of four key assets that consumers maintain: information, involvement, community, and control.[66]

Tumblr

Tumblr first launched ad products on May 29, 2012.[67] Rather than relying on simple banner ads, Tumblr requires advertisers to create a Tumblr blog so the content of those blogs can be featured on the site.[68] In one year, four native ad formats were created on web and mobile, and had more than 100 brands advertising on Tumblr with 500 cumulative sponsored posts.

Ad formats

These posts can be one or more of the following: images, photo sets, animated GIFs, video, audio, and text posts. For the users to differentiate the promoted posts to the regular users’ posts, the promoted posts have a dollar symbol on the corner. On May 6, 2014, Tumblr announced customization and theming on mobile apps for brands to advertise.[70]

Advertising Campaign on Tumblr

Marketing techniques

Social media marketing involves the use of social networks, consumer’s online brand-related activities (COBRA) and electronic word of mouth (eWOM)[73][74] to successfully advertise online. Social networks such as Facebook and Twitter provide advertisers with information about the likes and dislikes of their consumers.[60] This technique is crucial, as it provides the businesses with a “target audience”.[60] With social networks, information relevant to the user’s likes is available to businesses; who then advertise accordingly.

Activities such as uploading a picture of your “new Converse sneakers to Facebook[73]” is an example of a COBRA.[73][74] Electronic recommendations and appraisals are a convenient manner to have a product promoted via “consumer-to-consumer interactions.[73][73] An example of eWOM would be an online hotel review;[75] the hotel company can have two possible outcomes based on their service. A good service would result in a positive review which gets the hotel free advertising via social media, however, a poor service will result in a negative consumer review which can potentially harm the company's reputation.

Social Networking sites such as Facebook, Instagram, twitter, MySpace etc. have all influenced the buzz of word of mouth marketing. In 1999 Misner said that word-of mouth marketing is, “the world’s most effective, yet least understood marketing strategy” (Trusov, Bucklin, & Pauwels, 2009, p. 3). [76] Through Opinion Leaders:

The more recent buzz of word-of-mouth marketing is due to the rise in use of social media and smart-phone. Businesses and marketers have noticed that, “a persons behaviour is influenced by many small groups” (Kotler, Burton, Deans, Brown, & Armstrong, 2013, p. 189). These small groups rotate around social networking accounts that are run by influential people have followers of groups. The types of groups (followers) are called: [77] 1. Reference groups: either face-to-face or have an indirect influence on a persons attitude or behaviour. 2. Membership groups: direct influence to a person’s attitude or behaviour. 3. Aspirational groups: Groups, which an individual wishes to belong.

Marketers target influential people on social media who are recognised as being opinion leaders and opinion formers to send messages to their target audiences. Marketers have come to the understanding that “consumers are more prone to believe in other individuals” (Sepp, Liljander, & Gummerus, 2011). OL’s and OF’s can also send their own messages about products and services they choose (Fill, Hughes, & De Francesco, 2013, p. 216). The reason the opinion leader or formers have such a strong following base is because their opinion is valued or trusted (Clement, Proppe, & Rott, 2007). They can review products and services for their followings, which can be positive or negative towards the brand. OL’s and OF’s are people who have a social status and because of their personality, beliefs, values etc. have the potential to influence other people (Kotler, Burton, Deans, Brown, & Armstrong, 2013, p. 189). They usually have a large amount of followers otherwise known as their reference, membership or aspirational group (Kotler, Burton, Deans, Brown, & Armstrong, 2013, p. 189. By having an OL or OF support a brands product by posting a photo, video or written recommendation on a blog, the following may be influenced and because they trust the OL/OF a high chance of the brand selling more products or creating a following base. Having an OL/OF helps spread word of mouth talk amongst reference groups and/or memberships groups e.g. family, friends, work-friends etc. (Kotler, Burton, Deans, Brown, & Armstrong, 2013, p. 189).

[78] [79] [80] [81] [81] [81]

The adjusted communication model shows the use of using opinion leaders and opinion formers. The sender/source gives the message to many, many OL’s/OF’s who pass the message on along with their personal opinion, the receiver (followers/groups) form their own opinion and send their personal message to their group (friends, family etc) (Dahlen, Lange, & Smith, 2010, p. 39). [82]

Messages: The platform of social media is another channel or sites that business’ and brands must control the content of. As well as magazines, newspapers, radio advertisements, television advertisements the content needs to be consistent throughout. Heath (2006) wrote about the extent of attention businesses should give to their social media sites. It is about finding a balance between frequently posting but not over posting. There is a lot more attention to be paid towards social media sites because people need updates to gain brand recognition. Therefore a lot more content is need and this can often be unplanned content. [83] Planned and Unplanned content:

Planned Content: Planned content begins with the creative/marketing team generating their ideas, once they have completed their ideas they send them off for approval. There is two general ways of doing so. The first is where each sector approves the plan one after another, editor, brand, followed by the legal team (Brito, 2013). Sectors may differ depending on the size and philosophy of the business. The second is where each sector is given 24 hours (or such designated time) to sign off or disapprove. If no action is given within the 24-hour period the original plan is implemented. Planned content is often noticeable to customers and is un-original or lacks excitement but is also a safer option to avoid unnecessary backlash from the public. [84] Issues: Both routes for planned content are time consuming as in the above; the first way to approval takes 72 hours to be approved. Although the second route can be significantly shorter it also holds more risk particularly in the legal department.

Unplanned Content: Unplanned content is an ‘in the moment’ idea, “a spontaneous, tactical reaction.” (Cramer, 2014, p. 6). The content could be trending and not have the time to take the planned content route. The unplanned content is posted sporadically and is not calendar/date/time arranged (Deshpande, 2014). [85] [86] Issues: Issues with unplanned content revolve around legal issues and whether the message being sent out represents the business/brand accordingly. The main difference between planned and unplanned is the time to approve the content. Unplanned content must still be approved by sectors but in a much more timely manner e.g. 1–2 hours or less. Sectors may miss errors because of being hurried. When using unplanned content Brito (2013) says, “be prepared to be reactive and respond to issues when they arise.” [84]

Crisis Escalation Plan Brito (2013) writes about having a, “crisis escalation plan”, because, “It will happen”. The plan involves breaking down the issue into topics and classifying the issue into groups. Colour coding the potential risk “identify and flag potential risks” also helps to organise an issue. The problem can then be handled by the correct team and dissolved more effectively rather than any person at hand trying to solve the situation. [84]

Tools

Besides research tools, various companies provide specialized platforms and tools for social media marketing:[87]

Implications on traditional advertising

Minimizing use

Traditional advertising techniques include print and television advertising. The Internet has already overtaken television as the largest advertising market.[88] Web sites often include the banner or pop-up ads. Social networking sites don’t always have ads. In exchange, products have entire pages and are able to interact with users. Television commercials often end with a spokesperson asking viewers to check out the product website for more information. Print ads are also starting to include QR codes on them. These QR codes can be scanned by cell phones and computers, sending viewers to the product website. Advertising is beginning to move viewers from the traditional outlets to the electronic ones.

Leaks

The Internet and social networking leaks are one of the issues facing traditional advertising. Video and print ads are often leaked to the world via the Internet earlier than they are scheduled to premiere. Social networking sites allow those leaks to go viral, and be seen by many users more quickly. The time difference is also a problem facing traditional advertisers. When social events occur and are broadcast on television, there is often a time delay between airings on the east coast and west coast of the United States. Social networking sites have become a hub of comment and interaction concerning the event. This allows individuals watching the event on the west coast (time-delayed) to know the outcome before it airs. The 2011 Grammy Awards highlighted this problem. Viewers on the west coast learned who won different awards based on comments made on social networking sites by individuals watching live on the east coast.[89] Since viewers knew who won already, many tuned out and ratings were lower. All the advertisement and promotion put into the event was lost because viewers didn’t have a reason to watch.

Social media marketing mishaps

Social media marketing provides organizations with a way to connect with their customers. However, organizations must protect their information as well as closely watch comments and concerns on the social media they use. A flash poll done on 1225 IT executives from 33 countries revealed that social media mishaps caused organizations a combined $4.3 million in damages in 2010.[90] The top three social media incidents an organization faced during the previous year included employees sharing too much information in public forums, loss or exposure of confidential information, and increased exposure to litigation.[90] Due to the viral nature of the internet, a mistake by a single employee has in some cases shown to result in devastating consequences for organizations.

An example of a social media mishap includes designer Kenneth Cole's Twitter mishap in 2011. When Kenneth Cole tweeted, "Millions are in uproar in #Cairo. Rumor has they heard our new spring collection is now available online at [Kenneth Cole's website]".[91] This reference to the 2011 Egyptian Revolution drew an objection from the public; it was widely objected to on the Internet.[91] Kenneth Cole realized his mistake shortly after and responded with a statement apologizing for the tweet.[92]

In 2012 during Hurricane Sandy, Gap sent out a tweet to its followers telling them to stay safe but encouraged them to shop online and offered free shipping. The tweet was deemed insensitive and Gap eventually took it down and apologized.[93]

Numerous additional online marketing mishap examples exist. Examples include a YouTube video of a Domino's Pizza employee violating health code standards, which went viral on the internet and later resulted in felony charges against two employees.[90][94] A Twitter hashtag posted by McDonald's in 2012 attracting attention due to numerous complaints and negative events customers experienced at the chain store; and a 2011 tweet posted by a Chrysler Group employee that no one in Detroit knows how to drive.[95] When the Link REIT opened a Facebook page to recommend old-style restaurants, the page was flooded by furious comments criticizing the REIT for having forced a lot of restaurants and stores to shut down; it had to terminate its campaign early amid further deterioration of its corporate image.[96]

Ethics of Social Media Marketing

The code of ethics that is affiliated with traditional marketing can also be applied to social media, however with social media being so personal and international, there is another list of complications and challenges that come along with being ethical online. With the invention of social media, the marketer no longer has to focus solely on the basic demographics and psychographics given from television and magazines, but now they can see what consumers like to hear from advertisers, how they engage online, and what their needs and wants are.[97] The general concept of being ethical while marking on social network sites is to be honest with the intentions of the campaign, avoid false advertising, be aware of user privacy conditions (which means not using consumers' private information for gain), respect the dignity of persons in the shared online community, and claim responsibility for any mistakes or mishaps that are results of your marketing campaign.[98] Most social network marketers use websites like Facebook and MySpace to try to drive traffic to another website.[99] While it is ethical to use social networking websites to spread a message to people who are genuinely interested, many people game the system with auto-friend adding programs and spam messages and bulletins. Social networking websites are becoming wise to these practices, however, and are effectively weeding out and banning offenders.

In addition, social media platforms have become extremely aware of their users and collect information about their viewers to connect with them in various ways. Social-networking website Facebook Inc. is quietly working on a new advertising system that would let marketers target users with ads based on the massive amounts of information people reveal on the site about themselves[100] This may be an unethical or ethical feature to some individuals. Some people may react negatively because they believe it is an invasion of privacy. On the other hand, some individuals may enjoy this feature because their social network recognizes their interests and sends them particular advertisements pertaining to those interests. Consumers like to network with people who have interests and desires that are similar to their own.[101] Individuals who agree to have their social media profile public, should be aware that advertisers have the ability to take information that interests them to be able to send them information and advertisements to boost their sales. Managers invest in social media to foster relationships and interact with customers.[102] This is an ethical way for managers to send messages about their advertisements and products to their consumers.

Metrics for social media marketing

Web site reports

This involves tracking the volume of visits, leads, and customers to a website from the individual social channel. Google Analytics[103] is a free tool that shows the behavior and other information, such as demographics and device type used, of website visitors from social networks. This and other commercial offers can aid marketers in choosing the most effective social networks and social media marketing activities.

Return on investment data

The end goal of any marketing effort is to generate sales. Although social media is a useful marketing tool, it is often difficult to quantify to what extent it is contributing to profit. ROI can be measured by comparing marketing analytic value to contact database or CRM and connect marketing efforts directly to sales activity.

Customer response rates

Several customers are turning towards social media to express their appreciation or frustration with brands, product or services. Therefore, marketers can measure the frequency of which customers are discussing their brand and judge how effective their SMM strategies are. In recent studies, 72% of people surveyed expressed that they expected a response to their complaints on Twitter within an hour.[104]

Reach and virality

Popular social media such as Facebook, Twitter, LinkedIn and other social networks can provide marketers with a hard number of how large their audience is nevertheless a large audience may not always translate into a large sales volumes. Therefore, an effective SMM cannot be measured by a large audience but rather by vigorous audience activity such as social shares, retweets etc.

See also

References

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