Artificial Intelligence And Social Media. How AI Can Improve Your Job Not Steal It.

August 3, 2019December 3, 2022 ~ K. Quesenberry ~ Leave a comment

Artificial intelligence (AI) is a buzz word that can be confusing and even scary. Some predict AI robots will replace humans, but in this article I will focus on what AI exists now and how it is helping or could be helping your social media strategy. AI empowered social media can assist in many areas such as content generation and optimization, 24/7 engagement, automated bidding and placement of social ads, enhanced audience targeting, automated analytics, personalization, and social listening.

AI and Big Data

Artificial intelligence is simply computer systems performing tasks that normally require human intelligence. In the world of big data AI comes in handy. Big data is the massive amounts of data so large and complex it can’t be processed with traditional data applications. This consists of structured data organized in databases and spreadsheets and unstructured data in free-form text, images and video in documents, articles and social media. IBM reports 2.5 quintillion bytes of data are created per day and over 80% is unstructured with much of that from social media.

Algorithms

An algorithm is a series of steps performed by a set of rules to perform a function. We’re most familiar with algorithms as the rules that decide what appears in social media feeds. We try to determine social network algorithm signals to increase our organic reach. Alternatives include paying for social ad placement or influencer marketing. AI can improve social ad campaigns and improve influencer marketing. AI in influencer marketing can aid in finding and vetting ideal micro-influencers for brands.

Automation

Automation is software that does things without human intervention. Examples include Amazon tracking shopping history to suggest similar items to automate cross selling. Automated testing pulls data to generate scheduled reports. Automated reminders help employees and customers through alerts and notifications. Drip marketing automates sending a series of communications on a schedule or by consumer trigger actions. Drip marketing has used email for years but also now uses chatbots in Facebook messenger.

Machine Learning

Machine Learning is when computers learn from experience by modifying processes from new input. Machine learning can use algorithms to try random variables learning which work best to achieve a goal such as lowest cost per impression or acquisition. Programmatic advertising uses machine learning and automated bidding and placement for media buying. Deep Learning goes further with data processing on a neural network for faster more complex learning. Pattern recognition is a form of machine learning where a computer can be trained to detect patterns in text or visual data.

Natural Language Processing And Generation

Natural language processing (NLP) finds linguistic patterns to analyze and synthesize speech. This is how Hootsuite Insights determines sentiment of brand social media conversations. It can also help with crisis management. Dataminr uses NLP to monitor real time social conversations for crisis communication and real time marketing. Natural language generation (NLG) takes non-language inputs and generates spoken language. Phrasee uses NLG for AI-powered copywriting creating data-driven, human-sounding brand copy for Facebook and Instagram.

Image Recognition

Image recognition or computer vision is software that can recognize people, animals and other objects. Brandwatch has an image detection and analysis tool that finds images containing a brand to report how, when, and where consumers are seeing it. CrowdRiff uses image recognition to discover user generated images (UGC). They combine this with brand owned images and performance data for content optimization. Pinterest has AI powered visual search called Pinterest Lens. Marketers can purchase search ads to appear in that search and use Shop the Look pins.

Predictive and Prescriptive Analytics

Predictive Analytics helps understand future performance based on current and historical data. Prescriptive analytics helps determine the best solution among various choices. Salesforce’s Einstein uses AI for customer and lead predictions and recommendations. Einstein analyzes sentiment and intent to route social conversations to the right person streamlining workflow. IBM’s Watson uses AI for campaign automation and marketing personalization. Virtual Assistants add human interface to software. Watson Assistant replaces tedious queries and spreadsheets with simple questions such as, “How did social media perform this month?”

Chatbots

Chatbots use AI to simulate human conversation through voice commands or text chats. Chatbots can be used for drip marketing automation, lead nurturing, onboarding, renewals, confirmations, and engagement. AI-empowered chatbots can also help lead customers through the sales funnel (AIDA). For awareness bots can initiate conversation at scale communicating one-to-one with 5 or 500 people. At the interest stage bots provide 24/7 engagement at the moment of interest. In the decision stage bots supply information, answer questions and send content. For the action stage smaller purchases can be completed by the bot or hand off more complex ones to a human.

Social Care

AI-powered support can improve customer service via social media. ManyChat’s Facebook Messenger chatbots give customers convenience and speed. Simple chatbots spot keywords and respond with predetermined answers. AI-powered chatbots use NLP to create conversations like human agents. When problems get too complex chatbots can recognize this and hand off the conversation to a real agent. Some report chatbots could save businesses $11 billion in support costs by 2025.

Social Ad Optimization

Pattern89 uses AI to analyze billions of data points daily to discover what social ad dimensions drive customer behavior. Their AI analyzes every combination of placement, device, interests, age ranges, behaviors, demographics for custom optimization insights. Clinch provides personalized programmatic social media content across the customer journey. AI enables them to generate unlimited personalized ad versions with real-time optimization for text, image and video. Motiva AI works with Oracle’s Elogua marketing platform to scan campaigns and make performance recommendations, optimize time and frequency suggestions, run auto multivariate messaging experiments, and automatically discover new audience segments.

Privacy And Ethics

With the General Data Privacy Regulations (GDPR) in Europe and new U.S. regulations like the California Consumer Privacy Act (CCPA) marketers are concerned about compliance. Charles Taylor argues that AI could help with consumer privacy protection. For example, Anyclip AI identifies video events and actions for contextualized social media ad placement. Using this AI could allow custom targeted messages without accessing third party consumer data. AI could also improve targeting to insure ads don’t appear with objectionable content. AI can also help with issues like cyberbullying. Instagram is using AI to identify negative comments before they’re published asking users, “Are you sure you want to post this?”

For the social media professional AI can help improve your job.

Gartner describes AI as a way to automate manual time-consuming processes to free up time, so marketers can be more strategic and creative. Pattern89 sums up the advantages of AI saying “AI algorithms work quickly and thoroughly, and they understand more data than a human can analyze within a single lifetime.” According to Adobe, the top marketing uses of AI include analysis of data, personalization, optimization and testing, image recognition, automated campaigns, content creation, programmatic advertising, digital asset management, video recognition, creative work, and automated offers.

How are you using AI to improve your social media performance?

No matter how you use AI ensure you Ask The Right Questions To Ensure You Have The Right Strategy, follow Best Practices For Social Media Content To Improve Your Writing And Design, and have a good Social Media Measurement Plan.

A Simple Guide to Influencer Marketing in Social Media.

August 23, 2018December 4, 2022 ~ K. Quesenberry ~ 3 Comments

Influencer marketing is a growing part of social media strategy. According to the Association of National Advertisers (ANA) 75% of companies have influencer programs and nearly half (43%) are planning to increase their spending next year. Of companies not using it over a quarter (27%) plan to do so. Yet, there are many forms and methods to structuring an influencer program. To be successful brands must ensure they have a solid strategy rooted in business objectives, target market and best practices. Below is a guide to follow in creating or optimizing an influencer marketing program as part of a broader social media strategy.

Objectives and Target Audience: Begin your influencer marketing with business objectives. Are you trying to increase sales or build brand awareness? Do you have a reputation problem and are looking to increase positive sentiment? Are you a B2B brand that wants more leads? Look for the bigger problem or opportunity. Don’t make the mistake of starting with social media objectives that just become an end unto themselves.

Who are you trying to reach? Identify the target market for your product and service. Then turn that market into a target audience or audiences that you want the influencers to reach. You may have one audience active on specific social media platforms. Knowing this will focus your effort on finding influencers popular on those social channels. If multiple target audiences are involved identify every target by objective. Each audience may need to be reached with different platforms, influencers and content. An example is colleges with an annual enrollment objective targeting high school students, parents and alumni. They may also have a second objective of raising funds for a building project targeting alumni, business leaders and state legislators.

Method and Compensation: Influencer marketing can be structured in several ways. Small organizations with a minimal number of influencers or big companies with larger internal resources may want to create and manage their own influencer program. For more help brands can work with influencer platforms or networks that streamline processes and payments and make it easier to find influencers. Fees are charged for the convenience and you may be limited only to influencers in their network. A third option is hiring an Influencer Agency. These agencies provide the most options, customization and access to influencers, but will also cost the most in fees.

Another increasingly popular option for influencer marketing is affiliate programs. Affiliate marketing has been around for many years, but in the past it focused on building websites to draw an audience and send traffic to product links for sales. The retailer rewards the affiliate for each visitor or customer. Today more affiliates are using social media to attract audiences and insert links in social media posts. Instead of paying per post or sending free product, brands pay a commission per sale which could motivate affiliates to send traffic for a longer periods. Options include building and managing a brand affiliate program, working with an affiliate platform and network, or hiring an affiliate agency.

Social Channels: Select the social platforms that make the most sense for brand objectives and target audience. Where is the target audience spending time? What social media networks are they on and where do they look for content in the brand’s industry? Consider options in multiple categories such as Instagram, Twitter, Facebook, Snapchat, LinkedIn, YouTube, blogs, and podcasts. Also look at niche social platforms such as forums, Medium, Reddit, Quora, or SlideShare. The idea is to match social channel users and social channel content type with target audience and objective.

Type of Influencer: Are you looking for a celebrity (famous in traditional media), a social media star (known for or because of social media ), or a thought leader (known for industry knowledge)? Celebrities can have a lot of advantages including their mass reach and appeal. Yet film, music or sports celebrities can be expensive and people may question the authenticity of their product endorsements. Social media stars may have less followers, but those followers could be more engaged and endorsements could be seen as more believable. Thought leaders are a good choice for certain product or service categories in B2B. A mention or recommendation by an industry leader can carry a lot of weight.

Influencers can also be categorize in terms of follower size. Macro-influencers have 100,000 or more followers. Mid-level-influencers have between 25,000 and 100,000 followers. Micro-influencers can have as little as 50 to 25,000 followers. It may be tempting to only go for the macro-influencers because of their massive reach, but micro-influencers are often more effective. Adweek reports micro-influencer engagement rates can be 60% higher, their buys are 6.7 times more efficient, and they can drive 22 times more conversions. According to the ANA more than half of brands use mid-level (66%) or micro-influencers (59%) while less than half are using macro-influencers (44%). No matter what type of influencer you use a growing concern is influencer fraud. Influencer marketing software companies are working on ways to detect fraud and create industry standards.

Type of Content: Once you have your influencers decide how content will be created and spread. You may think it is best to have the most control, but content created by the brand and merely shared could come across as not genuine. Certain influencers or influencer networks may also have their own standards for what they will or will not do. Consider the pros and cons for each option such as influencer shared brand content, influencer created brand content, or product and service reviews and mentions. Or get creative with options such as influencer brand account takeovers, brand guest content contributions, or collaboration on a contest or giveaway. Another consideration is to repurpose influencer content in other channels and in other forms.

Monitoring and Metrics: Ensure you follow the FTC Endorsement Guidelines. Recently the FTC cracked down by sending out letters to influencers and brands not following the standards and creating deceptive advertising. Brands are responsible for training influencers on these standards and for monitoring their influencers to ensure compliance. Influencers, agencies and brands are all held accountable. Also make sure you have an up-to-date social media, user generated content, and privacy policy. After the Cambridge Analytica scandal and the new European data-protection law (GDPR) many companies are updating their privacy policies to meet new expectations and standards.

Finally, monitor key metrics per influencer and social channel to measure success. Be sure to identify KPIs that connect back to each business objective. This not only helps prove success but also allows you to optimize the program over time by social channel, influencer and type of content. Setting up key metrics and monitoring in the beginning will simplify social media metrics and help prove ROI. Not all marketers are effectively measuring influencer marketing, but according to the latest State of Influencer Marketing Report, 70% are measuring ROI and those firms average an earn media value of $5.20 per dollar spent on influencer marketing.

As other forms of traditional, digital and social media marketing become more challenging many marketers are adding influencer marketing to their IMC mix. Consider these guidelines when structuring or restructuring your influencer efforts. Also, consider how influencer marketing fits into your overall social strategy by Asking These Questions To Ensure You Have The Right Strategy and you should Perform A Social Media Audit at least once a year.

16 Free Tools for Digital and Social Media Marketing.

April 12, 2018December 4, 2022 ~ K. Quesenberry ~ Leave a comment

Are you looking for ways to improve and practice digital and social media marketing? Below is a list of valuable free online tools you can use now to test and learn various digital and social media strategies and tactics.

1. Google Trends (trends.google.com/trends). You can use Google Trends to identify topic ideas for blogs, websites, social media posts or other online digital content. Brainstorm ideas and then use Google Trends to compare topic options and to optimize content subjects. Look for data such as interest over time, interest by region, related topics, and related queries by category and type of search (Image, Video, News, Shopping).

2. Hemingway App (hemingwayapp.com). Clear, concise, and easy to read copy is essential to effective online writing for websites, email, social media posts and content marketing. Copy and paste your writing into this tool to identify areas for improvement including sentence readability, complicated phrases and words, over use of adverbs and adjectives, and passive voice. This can be great in a draft stage, but be careful not to lose your voice by over simplifying. You don’t have to follow all the recommendations.

3. SEO Analyzer (neilpatel.com/seo-analyzer). Search Engine Optimization is important to draw search traffic to your online content. This tool analyzes an existing website and up to two competitors. It provides scores and recommendations in key areas such as keywords, key phrases (long tail), alt tags, heading tags, meta descriptions, speed, back links, and indexed pages.

4. Google Competitor Research (www.google.com). Search marketing is important to digital strategy. Get insight into keywords and ad copy with competitor research in Google search. First, try different keyword phrases to determine which are used when people are looking to buy (commercial intent) or to learn about a topic (informational intent). Next, get alternative keyword ideas by scrolling to the bottom to see “Searches related to …” Then, view the ad formats, copy and landing pages competitors are using. For more see Gary Victory’s post on the Kissmetrics Blog.

5. Answer The Public (answerthepublic.com). The challenge of Content Marketing and Public Relations is to know what to create. Answer the Public provides auto suggest results based on Google and Bing data. Enter a keyword and get questions people are asking based on the Five Ws of journalism and more (who, what, where, when, why, how, are, can, will). It also provides lists of related prepositions, comparisons and topics. There is a graphical interface and you can download results in a CSV file.

6. Zurmo (demo.zurmo.com/demos/stable/app/index.php/zurmo/default/login). Customer Relationship Management holds other digital efforts together. Have you wondered what it is like to work within an online CRM system if you don’t have one? Zurmo provides a live demo of their open source CRM application with social integration. Filled with test data, you can find an active customer email list, create a task for a follow up, create an opportunity, schedule a meeting, search a leads list, find opportunities, and add a note to colleagues.

7. Banner Sketch (bannersketch.eu). Display advertising can be an important way to increase sales, improve brand awareness and raise share of voice. Banner Sketch is a free web banner ad generator. Select your size and shape, choose colors and background, enter text and frame, add a border and color, and create the banner. The tool supports both moving (gif) and stationary banners with templates and allows you to upload your own photos.

8. Viral Video Chart (adage.com/section/the-viral-video-chart/674). Viral Advertising Videos can be a successful part of a digital and social media strategy. But how do you know what will go viral? While there are no guarantees you can see what has worked in the past and what is working right now. Ad Age’s Viral Video Chart tracks the weekly top viral videos by total social media views provided by Visible Measures.

9. Headline Analyzer (coschedule.com/headline-analyzer). Headlines drive traffic, shares, search results and opens. Use CoSchedule’s Headline Analyzer to improve headlines for websites, blogs, social media posts and email subject lines. After a free sign up, analysis includes word balance of common, uncommon, emotional and power words. It also analyzes length, keywords and sentiment with suggested improvements and provides Google search and email subject line previews.

10. Likealyzer (likealyzer.com/). Do you want some insights into what works for brands on Facebook? Metlwater has created Likealyzer to analyze Facebook brand performance by front page, about, activity, response and engagement. Scores are provided for each category along with specific recommendations and similar pages for brand competitor comparison. Valuable summaries include posts per day, average post length, pages liked, number of events and number of native videos. Also see response rate, response time, people talking about this, total page likes and engagement rate.

11. Followerwonk (moz.com/followerwonk). Followerwonk is a Twitter tool created by Moz to find, analyze and optimize for social growth. With influencer marketing becoming the fastest growing part of digital and social media this tool can help identify top influencers by bios/profiles. You can also analyze influencer followers and analyze the users they follow. Logging in with your Twitter account provides insights into brand current followers, and provides tracking of new and lost followers.

12. Mobile-Friendly Test (search.google.com/test/mobile-friendly). Are you looking for a simple way to test if your web page is mobile-friendly? Try Google’s mobile-friendly test site. This tool provides a nice preview of what your website looks like on a mobile device. It also provides details on any issues found with suggestions for improvement.

13. SimilarWeb (similarweb.com). SimilarWeb provides a report on any website with estimates on total visits over time by mobile and desktop, average visit duration, pages per visit, bounce rate, and traffic by country. It also provides traffic by source from direct, referrals, search (organic and paid), social, email and display ad. Within each of these categories you get a look at each source by percentage such as websites for referrals and social media channels for social. SimilarWeb also provides audience interests, visited websites and competitor/similar websites.

14. Website Grader (website.grader.com). Website Grader is a tool created by HubSpot to analyze websites for inbound marketing across the categories of performance, SEO, mobile and security. Enter your website and email address and you are sent a customized report for factors such as page size, page requests, and page speed. It also looks at browser caching, page redirects, compression, and render blocking. SEO is analyzed by page titles, meta description, headlines, and site map.

15. Psycho-Demographic Profile (applymagicsauce.com). Personalization is an important strategy in digital and social media. This tool gathers information from your Facebook and Twitter accounts to give you a look at the digital footprints you are leaving and what marketers can predict about you from that data. Get ideas about how to target digital and social media content. But also consider the ethical ramifications of accessing and using this behavioral targeting information.

16. Native Ad Quiz (marketplace.org/2013/12/03/tech/quiz-story-ad). Native Ads have become an important part of digital advertising, content marketing and social media strategy. Test your knowledge in this quiz to determine the difference between journalism stories and advertising stories. Then determine best practices for creating native ads and ensure you follow FTC requirements for native advertising.

These are just some of the free online tools I have found to be helpful. For a more complete and updated list of over 300 free and paid tools and resources see postcontrolmarketing.com/links.

For the latest changes in social media strategy consider Asking These Questions To Ensure You Have The Right Social Media Strategy and its a good idea to Perform A Social Media Audit at least once a year.

A Guide To Social Media and UGC Policies for Employees, Influencers and Fans.

November 12, 2017December 4, 2022 ~ K. Quesenberry ~ Leave a comment

Are you leveraging the influence of your employees and fans in social media? Brand evangelists whether employees, influencers or fans have enormous potential to greatly impact perception and demand of products and services through user generated content (UGC). Research reports consumers trust other people more than advertising and this gap may be growing with younger generations.

A Salesforce survey found the most trusted sources of product information was online reviewers (31 percent) and friends, family and colleagues (23 percent) ahead of the band itself (20 percent). With Millennials trust in online reviewers was 40 percent, followed by friends, family and colleagues at 25 percent and trust in the brand itself only 19 percent. Yet, before launching into a widespread brand evangelism or UGC campaign there are important considerations to follow.

The Word of Mouth Marketing Association (WOMMA) publishes Social Media Discloser Guidelines that explain brands have responsibilities to ensure influencers, partners and employees properly disclose relationships and ensure statements about their and competitor products and services are truthful and accurate. They suggest explicit social media policies and ensure partners have their own policy aligned with brand standards.

Yet WOMMA indicates it is not enough to have a policy and publish it. You should train and educate influencers, and employees on those policies and actively monitor brand campaigns to ensure standards are followed. Also consult government websites (like the FTC) for current views on social media disclosures and claims.

Social Media Policies

Social media policies set standards for employees and partners for the way they post content in social media as part of their job or as a private person. The Forbes Human Resources Council suggests social media policies should be comprehensive including guidelines across many categories, best practices and training tips. Yet, Jylian Russell of Hootsuite says actual social media policies can vary greatly from a comprehensive legal document to condensed straightforward guidelines.

Examples include the two page Adidas guidelines to 14 page New York City Schools guidelines. Intel’s social media guidelines take a balanced approach with a short summary of 3 rules of engagement expressed in a simple graphic as (1) Disclose your relationship to Intel, (2) Protect Intel, and (3) Use common sense when posting. The policy then expands to explain the three rules with details, examples and links to additional, resources.

A good policy will consider standards for official brand accounts and standards for employees on their own accounts. Jylian Russell suggests a social media policy include rules and regulations for behavior and conduct including brand guidelines, etiquette, engagement and confidentiality. Roles and responsibilities should be specified and legal risks should be addressed such as crediting sources, confidentiality and disclosure. Security risks can also include information about secure passwords, attacks, or scams and accountability.

The Forbes Human Resources Council says a social media policy should include several categories. First educate about social media including specific platforms terms of use, conditions and limitations. Then explain blurred personal and professional lives and how personal social media actions have professional implications. Remind them to think carefully before posting about controversial issues and follow conventions as a brand representative. Set standards for respecting professional boundaries of co-workers including guidelines for internal workplace issues and conflicts. Identify how to clarify their opinions as their own and ensure they don’t disclose confidential or proprietary information.

User Generated Content Policies

Another important consideration is user generated content (UGC). Many fans often share content to the brand hashtag or handle and you may run contests, events and promotions to ask for this content. Practice good policies when it comes to sharing, repurposing, and eliciting UGC. One important practice is attribution or giving original authors credit for their content. The fan-based marketing company Tradable Bits says the way to attribute user generated content varies per platform, but a general standard is to include the original network’s official log, author’s username, profile picture and a live link to the original content. Alex York on the Sprout Social blog suggests in social media adding the words “credit,” “photo,” “cc” or “by.”

In addition, Tradable Bits suggests that brands should explicitly and transparently request permission for the rights to use fan photos and post content. This can be as simple as replying to posts asking that they grant rights with a response. To go with this ensure you have a publicly published rights granted, or user generated content policy that spells out the details of how the brand will use UGC so fans know exactly what rights they are granting. The website TermsFeed suggests included clauses addressing the categories of intellectual property, liability, privacy and acceptable use. Macy’s User Generated Content Policy is published on their website and covers brand social media channels and hashtags.

Are you leveraging employees, vendors, partners, influencers and fans to their full potential in social media? Before diving in consider legal requirements and having strong social media and user generated content policies in place.

Please note that what is presented here is simply general guidelines and does not imply legal advice. You should consult your lawyer or company’s general counsel before any action or policy.