Blog Archives

Dealing with nasty Facebook comments

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Of all the concerns nonprofits have about Facebook, the challenge of dealing with nasty comments ranks at the very top. Even higher than getting more comments in the first place.

This video shows you how to deal with mean spirited Facebook comments from a technical perspective. (Yes you can block people.)

social media policy advice

Pity the fool who has to reply to these spirited Facebookers.

But above and beyond the technical is the cultural. Interaction is key to being successful on social media – they don’t call it “social” for nothing. The ability to make comments is an attraction to Facebook. You want comments, as one comment makes a second comment more likely and so on. This rings true for comments in the positive or negative.

Hootville promotes the idea of a social media playbook as opposed to social media policy. Policies tend to be heavy on the don’ts and light on the dos. Part of any nonprofit’s social media playbook should be how to deal with unacceptable comments.

How do you define ‘unacceptable’ beyond the blatantly privacy-breaching, malicious, threatening and unsubstantiated? What if someone writes: “I used to use your service but I found Service X and they are so much better. More friendly and half the price. Losers!” 

Will you let that stay visible? Will you reply? We hope so. Some nonprofits are affronted by anything that isn’t blatantly positive but copping critical comments with dignity, grace and humour is a good look. Something like:

“We don’t see ourselves as losers but we are sorry to lose you. Anyhow we are happy you’ve found a new service that pleases you.”

Have a policy to write back to such comments that are close to, but don’t step over the line. Even better, you may find that others who are part of your socal media networks step in to defend and praise you.

And remember – not everyone who reads what you write believes you, even when you are being sincere and helpful. The same goes double for people leaving critical, nasty comments on your Facebook wall. Most often the only people who look bad are the commenters.

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Facebook changes for nonprofits afoot

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We’re Facebook cynics. Longer term Citizens know that we feel Facebook’s EdgeRank system is an immovable object separating you from you fans / friends. (In fact we wrote five posts about Facebook last year, each one a gem.) Hootville gets it greatest response from email, then Twitter. Facebook is cooler than shouting out the window and about equally as effective. Social media is a funny bugger to deal with.

facebook for nonprofits

Of course, if you are a global force use Facebook and its new look design. For the rest of us...

Anyhoo Facebook is rolling out changes for its Pages format which is popular with many nonprofits and their corporate cousins. Have an ogle at these early adopting Facebook-lovin’ nonprofits.  

It’s easy to argue that the new look is more appealing visually. It’s a lot more like a Welcome Tab (a special landing tab for your Facebook visitors as opposed to immediately seeing your Wall) which we’ve been recommending as the best way to improve your Facebook Page performance.

Our tough love advice? Tweet and invest in a website that is updated very regularly and encourages comments and interaction. Use email and Twitter to drive traffic to it.  have you checked which channels drive traffic to your site? We have but we still use Facebook anyway. For now.

Do you get value from Facebook? Comments welcome.

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best Facebook pages for organisations

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social media training

Most leading Facebook pages implore visitors to like them. (Desperados.)

Whenever Brett delivers Online Savvy 101 he gets a chance to spread his discontent with Facebook which he believes underdelivers for many organisations. Here; to counterbalance his negativity are a bunch of 15 Facebook pages from organisations (corporate) that all have good habits worth copying.

This is the sort of content that is covered in the December 1 webinar Social Media Savvy 101. Is learning how to use Facebook and Twitter more effectively worth two hours and $200?

 

 

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copywriting, social media, eNewsletter and SEO webinars

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It’s official. The internet is for more than just online shopping and pornography. It’s also for training. For the first time we’re offering a smattering of our training via webinar for everyone, everywhere:

Copywriting Savvy 101: write copy worth reading. We ignore spelling and grammar to look at writing in the real world. Improve your releases, letters to editors, opinion pieces, appeal letters, CEO columns and more. How? Well how about getting to know your audiences first, developing a copywriting brief and getting those in charge to adhere to an editorial code of conduct? Plus we’ll work on quotes, headlines, captions and more. (New additional session) Thursday October 20 at 12.30am. Read more…

SEO Savvy 101: Help your website meet friends and influence people as it rises to the top of the Google heap. Nonprofit-related search terms are (relatively) uncompetitive – page one is there for the taking. Our achievable, inexpensive, minimally-nerdy ways to improve your search engine results can be actioned immediately. This is aimed at anyone wanting more from their website – marketers, fundraisers, volunteer co-ordinators and CEOs – not techie types. Thursday October 27, 10am to noon. Read more

Social Media Savvy 101: move from using social media to exploiting it. Learn to battle Facebook’s EdgeRank system and discover ways to build a cult-like Twitter following. Also: finding and deciding content, dealing with negative comments, when to post. We’ll look at nonprofits using social media to its best advantage and yes, we’ll overview Google+. Thursday December 1, 10am to noon. Read more…

eNewsletter / eMarketing Savvy 101: eNewsletters aren’t sexy but they reach more people, more reliably creating more response other options. Save thousands of dollars while reaching thousands of people. Agenda: moving from Outlook to a genuine eNewsletter system, creating and building databases, analysing statistics, finding the right content, trigger emails, tricks of the trade. Thursday December 8, 10am to 12.30pm. Read more…

Of course you can always commission a webinar or workshop for your group. Dozens do and and they’re all getting smarter than you courtesy of: Media Savvy 101, Marketing Savvy 101, Speak Savvy 101 and Online Savvy 101.

Webinars and workshops are backed with notes and follow-up coaching. Glowing testimonials, details and bookings at www.hootville/training or call Brett de Hoedt, Mayor of Hootville Communications 03 9017 1062.      

 

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Like me. Really, really like me. Say something. Please.

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Direct from the Department of Duh comes this revealing observation: asking people to like or comment on your Facebook leads to more likes and comments. A lot more.

Likes are easier to extract than comments. Do you ask? How often?

Is this important beyond ego gratification? Oh yes.

As we have said here, here, here and here  and here  and here and here creating interactions leads to a better EdgeRank meaning more of your Facebook content will be shared to more people, more often.

BTW – if you find this post at all helpful please use the social media buittons below to spread it.

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Use Google Analytics to track your social media

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Google Analytics dashboard

The truth, the whole truth and...

If you have a website you need to measure its performance. Duh.

Chances are you use Google Analytics, (left) which is free and effective though there is a delay in its results which can be frustrating if you want to know if the tweet you just sent out has lead to a spike in web traffic.

Anyhow now Google Analytics can also measure your social media stats as this article from the always helpful SocialMedia Examiner attests.

Mind you…just how many of us check our stats more than…quarterly? These are the sort of tough questions asked in Online Savvy 101.

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social media training in Melbourne

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social media training for fclcv

With this training under their belts equality before the law will just be a matter of time.

The Federation of Community Law Centres Victoria has booked Hootville Communications to deliver social media training to a swag of its members in Melbourne Wednesday August 3. We’ll train members in the smarter use of Facebook and Twitter plus we’ll look at getting more from websites. It’s essentially an abridged Online Savvy 101 workshop.

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Beating Facebook and EdgeRank into submission

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OK you know by now that interaction from your friends with your Facebook content is vital. So what gets the interaction started? Try these:

facebook polls create interaction

Vote early, vote often.

Polls – regular, quick, fun or serious. Polls are interactive by nature.

Facebook advice

Open up a conversation.

Ask for comments – studies prove that asking for comments creates more comments. Who knew? Yep it’s obvious but how much of what you write on your Facebook page is questioning and how much is telling?

Facebook photos improve EdgeRank

Pictures tell thousands of words. Many about dachshunds.

Photos insist on interaction as they are small and need clicking for a fair display. Studies show that videos – yours or someone elses – have far greater power over readers than text alone. 

Facebook EdgeRank likes links

You're only as strong as your weakest...

Links - particularly when they are to sites other than your own – show your readers that you care about more than just generating traffic.

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A beastly Facebook experiment

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Facebook advice

Maybe there's hope yet...

We’re all about EdgeRank at the moment and so should you if you’re in charge of a Facebook page. This piece by Thomas E Weber of The Daily Beast summarises one man’s attempt to go viral via Facebook. As you’ll read, most of us have developed an immunity.

Lazy (aka busy) citizens should skip to points six and nine as they offer hope to the devious (aka innovative).

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Facebook pages with the highest interaction

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The most engaged Facebook page

This well-connected website is the chosen one for millions.

Envy may be a sin but it’s an entirely understandable response upon perusing the world’s most engaging Facebook pages.

Idols from theology, pop music and sport dominate. These are not necessarily the pages with the most fans or likers but the pages with the highest percentage of comments, likes and feedback per post. This shows that they are hitting the mark with their audiences. Murder is also a sin but we’d kill for the percentage of interactions these sites enjoy.

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