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Got a Troll? Tips for responding to comments?

Social Media TrollThe more active your Facebook page gets the more comments and wall posts you are likely to get.  The big question is: how to reply?

  1. Always reply!
    Unless the comment is just a quick “Thank you”, you should pretty much always respond. This does not mean that you have to write a full reply, sometimes giving the comment a “like” is sufficient.
  2. Don’t delete.
    It is generally a bad idea to delete any comment or wall post, even if it is negative. People will tend to think that you are avoiding an issue and will make a bigger deal out of deleting a comment than if you just respond.  The only time you should delete a comment is if it is truly inappropriate, like porn or hate speech. If you do delete a comment that was in a discussion thread, I would recommend making a comment in the thread that addresses the deletion and why you did it.

Those are the two golden rules of managing your comments, but obviously there is more to it than that.

Comments tend to be one of four types:

  • Positive
  • Constructive Criticism
  • Negative
  • Spam

Positive Comments: These are usually praising your brand or your product. The person is commenting on the value you bring to their consumer experience. These are really important to respond to. This is how you build brand loyalty. Thank the person for the comment and try to add some additional value, like a fact relating to their comment – or tip them off to some exciting developments.

Constructive Criticism: This might be negative feedback but it is usually in an area that can be improved, like customer service or an issue with the product. Consider these as opportunities for flexing your customer service muscle. You can take the feedback and expand it to an email to help resolve their issue. Or if there is a solution, you can tell them how it is being addressed and thank them for bringing it to your attention.  When you address the criticism head on, you are also building brand loyalty. It shows the person that you value their opinion.

Negative: These comments are usually from a bad personal experience.  It can be an opportunity to remedy the situation if possible, or at least apologize. You may not gain a new friend, but it will smooth out the situation and show other people that you are invested in the customer/client experience with your brand.  Plus, if one person had an unsatisfactory experience there is a good chance that others have as well, but aren’t telling you.

Spam: This is pretty much the one thing you can delete without the worry of getting pushback from your fan base.  In fact, most will appreciate you moderating comments and getting rid of the spam; it will show that you care about the content on your page.

 

Someone said this really bad thing about you…Twitter Phishing Scam

Phishing on TwitterIf you have a Twitter account then you have likely gotten and DM that is trying to phish your account. Right now there is one main phishing scam that seems to being plaguing most people on Twitter and is wearing a number of different faces. What has been making this scam so successful is that it is appealing to peoples sense of personal privacy and curiosity.

Have you received one of these:

Is this you in this blog? …http://tiny.ul/847IN6

There is a really bad picture of you in this blog… http://tiny.ul/847IN6

There is a really bad video of you… http://tiny.ul/847IN6

Why did you say that about me in that blog?…http://tiny.ul/847IN6

Why did you post that bad photo of me?…http://tiny.ul/847IN6

Someone said this really bad thing about you…http://tiny.ul/847IN6

So you get the idea. The content of the DM is designed to make you curious or to make you feel as though someone might be threatening your online privacy. For many people their need to protect their online reputation overrides the need to be cautious of unfamiliar links.

When you click the link it takes you to a site that looks like your Twitter login. When you enter your information you have just given your login and password to the hackers and then they send out that same DM to every person you follow.

Because they are sending it to all your followers the chance that they will click the link is better, because it is coming from a trusted source…you.  Though currently they are only sending out DMs, if they have access to your account they could also use it to post tweets. Those tweets could contain links with viruses, or send them to spam sites, or just be generally inappropriate.

If you do click the link, change your password immediately and post a tweet that tells your followers that you got phished and to ignore any DMs.

Play it on the safe side, don’t click any links you don’t know.

Protected Tweets are bad for business

twitter bird behind jail baars

I recently went to re-tweet someone’s post and received a warning:

Warning: This tweet is from a protected user

I was taken aback!  This is someone who is in the public eye. Why on earth would they protect their tweets?

If you are wondering what a protected tweet is, it is essentially a private profile on Twitter.  It means that only approved people can see your tweets.

This is fine if you are just an individual and you don’t want the bots to get you, or the porn spam, or the regular spam. Maybe you tweet content that you don’t want certain people to see, or content that you only want to share with some people.

However, if you are a public figure or just using your Twitter for business, then having protected tweets is counter-productive. Your goal is to get people to follow you. Increasing your followers, increasing participation and improving your business networking opportunities are all centered around interactions.  If people can’t interact with you, or even see your posts, then what is the point?

Because I am on the “approved” list, I can see this person’s tweets.  But this tweep just missed a networking opportunity. I was going to re-tweet something interesting and engaging.  Maybe some of my followers would have started following this person because I facilitated an introduction.

I could have decided to re-tweet anyway. However, it would have only been visible to the other people who follow this person. So I abstained.

Re-tweet lost. Networking lost. Opportunity lost.

What a shame.

Facebook Not-Mail: Part 5 The opposite of preferred is Spam?

Cartoon with a man saying "You should check your email more often, I fired you three weeks ago."

There is one glaring issue with the new Facebook email – spam.  There is no spam folder, only an “other” folder. Though we might tend to think this is the same thing, it isn’t. The “other” folder is really meant to filter emails that do not belong in your preferred email box, like bills, newsletters, and annoying friends who only send you forwards with inspirational quotes, etc.  The preferred box is supposed to be for people you really want to hear from. However the opposite of preferred is not spam.

The first part of your email address is your vanity URL.  So if you are www.facebook.com/lauren.macewen  then lauren.macewen@facebook.com will be your email address. These URL’s are crawlable by spam bots which means that any spam bot will easily be able to figure out your email address.

Any spam emails will automatically be put into the “other” box. So, now are you at risk of missing those emails that aren’t spam but aren’t preferred?

Facebook Not-Mail: Part 2 How the email works

stick person shooting an email with a slingshotOne of the biggest reasons Facebook decided to launch an email system (aka Not-Mail) is that more than 4 billion emails are sent through Facebook every day. Mark Zuckerberg feels that they traditional system of email is anachronistic. On this issue he might be right.  People are increasingly use mail rooted in their social network, ie. Facebook Messages, Twitter DM, Linkedin In Mail, text messages, mentions, wall postings are increasingly becoming primary sources for communication. Traditional email is becoming the way of the past. People are wanting their communications to be linked to one another and with higher functionality than type, send and read.  People are moving towards a complete integration of their communication technology.  This is why my calendar is linked to my other calendar which is linked to my Tungle.me which sends me emails that I get on both my computers and my phone. Though this seems complicated, when one is updated it is all updated. Ultimately this makes things easier because everything is interconnected and it doesn’t matter where or how I access it. Facebook is trying to do this without having 10 different applications and sites necessary to accomplish a high level of inter-connectivity.

There are a lot of questions about how the basic email function is going to work. Basically the essentials will be just like email. I type in your contact info, my subject and body and then send.  You receive and respond back.  This will not be that different.

The best change that will make conversation tracking much easier is that all your conversations with a person will be kept in a singular history.  Currently the messages in Facebook do this for a singular conversation but does not for all communications between two people.  The change will keep all conversations with one person in a singular history, and will do this for everyone in your contact list. This includes friends not on Facebook.

As Bos, the senior engineer at Facebook, said at the live announcement, he could track his entire relationship with his girlfriend through the email history.

What makes this so different from the standard Facebook messaging, outside of being able to email people who are not on Facebook, is that people can send you an email to an address and have it go to your Facebook message center.  All users will be able to get an username@facebook.com email address. So whatever your name is on Facebook will be your email address, for instance mine would be LaurenMacEwen@facebook.com. This means that people can send you emails to your facebook email from any email client, and you can email them back.

Soon IMAP will also be supported, meaning you will be able to use your new @facebook.com email address on your mail client, taking Facebook mail completely off Facebook.

Read the overview of Facebooks “Not-Mail” messaging system here

Tomorrow I will talk about the cross-platform integration of Facebook messages, SMS, IM, and Facebook Chat.

Facebook Not-Mail: Part 1 the complete overhaul!

letter that has the Facebook logo and "To the world" written on the front

On Monday Facebook announced their new email solution, also being called “Not-Mail”. This is not a traditional email where write an email and send it, with some spam filtering and maybe some folders for organizing.  As Mark Zuckerberg has said, “this is not email.”  The modern messaging concept is going to involve multiple platform integration, complete conversation history and the incorporation of social mapping for email sorting.

Still wondering what this means.  Here is the break down:

  • When you receive an email, it will pop up in a message through Facebook messaging. It will also be in your email box. If you have and iPhone you will get a push notification. If you don’t have an iPhone you will get a text message.Essentially you will be connected as your emails happen. Don’t worry you can control the types of notifications you receive so you don’t feel like your technology just exploded.
  • The email will keep all of your communications with a singular user in one stream.  This way you can easily see every email between you and that person since the dawn of time…well, at least since the dawn of Not-Mail.
  • Social mapping is something that Facebook already does with the newsfeed.  The social map determines who you interact with the most and who it thinks are the people you are most interested in and then posts their updates on the wall. A social mail box will be the same.  Facebook will use the mapping algorithm to select who it thinks you want to receive email from.  The people not selected by the algorithm will be put in an “other” folder. You can assist the algorithm by adding people to your your “favorites” mail box, or by moving people into the “other” mail box.  The idea is that your friends and family will get priority via the social mapping and your bills will get put into the “other” box for you to look at later.

Over the next few days I will go into more detail about these features.

Facebook is positioning itself to become the center of your online social experience and focusing communication through the site will help accomplish this.

Will you use Not-Mail?

Are you Verified on Twitter?

Are you verified on Twitter? Does it matter? Is it important?

For some people getting verified on Twitter is extremely important. Twitter verification is essentially a big blue check mark that says you are the real deal! It is Twitter’s way of establishing authenticity behind a well know and public persona. It is used for public figures, ie. politicians, celebrities, rock stars, etc.

Dexter verified on Twitter

The reason why this is important is because your name is important, especially if you are a public figure. Issues that people have in getting verified, and why it is important, are someone already claimed your name and won’t give it up, they are not doing anything with it, just cyber-squatting. Maybe they claimed your name to spam. Maybe they are just posing as you.

Your name is a brand. You have worked hard at getting name recognition and you should be able to reap the rewards, not some random person in cyber-space who doesn’t know you from Adam. What is even worse than someone squatting on your name is if they are spamming or misrepresenting you. Are they damaging the good name you have built? This is, of course, why Twitter started verifying to begin with. But many people have difficulty in getting verified, or getting Twitter to help them resolve issues of cyber-squatting or spam/misrepresentation. In fact less than 2% of Twitter users are verified, and there are way more public figures than 2%.

However, Twitter is no longer verifying accounts. Since the change to New Twitter, many verified accounts have even lost their prized check mark. Though support@twitter does say they are restoring them to their rightful owners.

The change to new twitter seems to come with the promise of a change to the verification system. Apparently the verification system was in its beta form and Twitter will be rolling out a new and improved system. Maybe this new verification system will make it easier to get verified.

You worked hard for name recognition and deserve to have that little blue check mark!

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