Tag Archives: Facebook

Don’t Leave your Facebook Messages Unanswered

Your Facebook business page is awesome, isn’t it? It’s like sharing updates and pictures, but to your customers instead of family and friends who don’t want to hear about your opposing political views.

But maintaining this page is more than just posting information about a discount on an item. Visitors will use this medium as another way of engaging with you. And if you don’t reciprocate, the consequences can range from losing a customer, having people speak poorly about you, driving away future customers, and a negative reputation. All of these result in revenue not going into your business.

According to Locowise, 65% of pages that enabled the publishing ability didn’t respond to any of their posts. Up to 87% of all posts went completely unanswered.

Your Facebook business page is a great opportunity to engage with people who are taking the time to ask you questions, and to show how responsive you are to their questions or issues.

For example, let’s say that Bill ordered a pair of pants online from an online retailer. The ordering and checkout process went smoothly, and the order arrived at his doorstep on the day it was promised. However, the pants were not in good condition.

Instead of calling the 800 number, Bill decides to go to their Facebook page to post a complaint. This way, he can also show pictures of how the pants looked when they arrived.

The company responds to Bill’s post in a professional manner. The solution can be any number of things, from sending Bill a coupon or discount code, to refunding his purchase, to sending a new pair of pants to replace the defective pair.

There are other ways to respond, such as asking Bill for more information, and asking to take the conversation into private messaging.

The point is, the company sees a situation in which a customer of theirs is unhappy, and works to resolve the issue. This interaction, seen in the Visitor Posts section, can leave a positive impression on those who visit the Facebook page.

But what happens if you don’t respond?

A couple of days go by after the initial post, and the company doesn’t respond. Bill’s frustration, which existed already due to receiving the bad pair of pants, is now growing because nobody is helping him. Did the company just take his money? Did he get ripped off?

He posts again, with a more agitated tone. Again, no response from the company.

Now, other visitors are seeing the lack of response from the retailer. That’s terrible that Bill isn’t being helped, they think. Since they’re probably not masochistic, they will save themselves the trouble and shop elsewhere.

Meanwhile, Bill is leaving a 1-star bad review of the company online, after leaving a third post.

All of that equates to the company’s reputation taking a negative hit on their reputation. A bad reputation means lost revenue.

What does this all mean?

If you’re going to maintain a Facebook page for your business, then treat those that communicate online with you the same way as you would if they were face to face. Engage with them, and they could possibly turn into loyal customers.

Facebook Adds Several Buttons with its Launch of Reactions

Now you can avoid the awkward situation of hitting the “Like” button on a friend’s Facebook post about a loved one’s death.

This week, the social media giant rolled out alternatives to its arguably most notable feature called “Reactions.”

Users are now able to choose from “Love,” “Haha,” “Wow,” “Sad,” and “Angry.”

They will be able to see these buttons when they hold down the Like button when using a mobile device, or when hovering the mouse over the Like button while on a desktop.

From Facebook product manager Sammi Krug:

When people come to Facebook, they share all kinds of different things, things that make them sad, things that make them happy, thought-provoking, angry. We kept hearing from people that they didn’t have a way to express empathy.

Prior to the global release, Reactions was already in place for Facebook users in Ireland, Chile, Spain, Portugal, the Philippines, Colombia and Japan. According to Krug, initial reactions have been positive, with the Love button being the most popular.

So now your Donald Trump-hating friends can emphatically click on the Angry button when reading a post about another mention of building a wall at the Mexican border, and your hound dog uncle can tap the Love button when viewing a photo of a member of the Kardashian clan showing some skin.

Facebook Introduces the Legacy Contact Feature

Nobody wants to think about death. Grasping the loss of someone is already hard enough. That’s before you have to deal with funeral arrangements, notifying family and friends, and dealing with any of the financial, business or personal accounts that may exist.

Those personal accounts may include any of your social media accounts. Chances are, only you have access to them. What happens to them when you pass away? Do they sit there and collect virtual dust?

This past week, Facebook took a step to solve this problem by introducing a legacy contact feature. This allows the user to designate a specific friend, family member or loved one to access their account after they pass away.

This person will have limited access to certain parts of the user’s account, such as responding to friend requests, editing the profile image and header image, pin posts to the top of the page, and download an archive of the deceased’s posts and photos. The designated person will also be able to delete the user’s account, but they will not be able to view messages.

Once the user has been verified as deceased, usually through an obituary, Facebook will then add a “Remembering” label before the user’s name to signify the account as one in which the person has died.

It should be noted that no ads will be shown on deceased’s page, and nothing from that page will appear in a news feed.

Overall, this feature seems to be an interesting step made by Facebook to help those who are concerned about their accounts when they pass away in the digital age. It puts a “final touch” to that person’s page, and could possibly serve as an online memorial.


Before You Copy and Paste that Copyright Facebook Message…

Recently, you may have noticed at least one of your friends on Facebook post some sort of privacy alert message. If you have hundreds of friends (do you, really?), you may have come across this message several times.

This message essentially states that if you copy and paste said message onto your Facebook feed, it will automatically give you copyright protection to the content that you share.

The problem with this, is that it is nothing more than a hoax.

Facebook does NOT own your the copyright to anything that you post.

In fact, Facebook addresses this very item within its Help section. In short, it says that “…you retain the copyright to your content. When you upload your content, you grant us a license to use and display that content.”

Just think about it: if you post a selfie while stuck in traffic, and don’t allow Facebook to display it, how will your family and friends know of your rush-hour displeasure?

So if you see someone post this message on their feed, you may consider enlightening them of this hoax.