TVNewser AgencySpy TVSpy LostRemote FishbowlNY FishbowlDC SocialTimes AllFacebook 10,000 Words GalleyCat UnBeige MediaJobsDaily

Facebook

Insulting Customers on Facebook: Real-Life Basil Fawlty or Just Bad PR?

Basil F

Today we bring you a guest post from Alison Lancaster, an account manager at Pressat, a press release distribution service based in Ancoats, UK. She has more than 15 years experience working in the PR industry. You can follow her on Linkedin.

With about two-thirds of consumers checking online reviews before booking a place to stay, many small businesses are leveraging social media to handle customer feedback — be it positive or negative. After all, such content is readable by potential future guests.

However, the act of maintaining a good public image is not on the top of one Scottish hostel owner’s list.

Todd Pedersen, who runs the Blue Sky Hostel in Glasgow, recently attracted international media coverage after branding a guest a “retard” on the hostel’s Facebook page when the customer voiced her discontent in a negative review.

Then things went a little crazy. Screenshots after the jump.

Read more

Mediabistro Course

Mobile Content Strategy

Mobile Content StrategyStarting September 24, learn how to write content for smartphones, tablets, and mobile devices! In this online course, students will learn how to publish across multiple channels and manage the workflow, optimize content for mobile devices, and  engage with their audience across screens. Register now!

L.A. Sheriff’s Office: Stop Calling Us About Facebook!

Since it’s a Friday, we’d like to share this amusing tweet from the L.A. Sheriff’s office:

Things we learned from this single message:

  • Facebook went down for some people this morning/afternoon
  • Some users’ reliance on Facebook is so great that they will call the cops to try and figure out what happened
  • The volume of calls was such that the department’s spokesperson had to let everyone know that the Sheriff’s Department and the Facebook customer service team are not, in fact, the same organization (side note: we’re pretty sure Facebook does not actually have such a team)

Somewhere, Mark Zuckerberg is (probably) smiling…or is he?!

[H/T Salon on that clip]

Phony Fans Aside, Shakira Reaches 100M Facebook Likes

shakira fbA new milestone has been reached on Facebook: Shakira has 100 million likes, the first person to hit that mark. Actually, at the time of this writing, she’d already exceeded that by 718,000-plus likes. The photo at right, posted on the 12th of this month, actually has more than 3.6 million likes on its own, making it one of the most liked pics on the social network.

The Shakira page juggernaut is fueled by her status not just as a celebrity in this country, but around the world. In and of itself, having a ton of Facebook likes only means so much. Just because a lot of people clicked the button doesn’t mean they’re buying what you’re selling. But her page does show that with all of her fans comes a good amount of awareness and engagement.

Read more

Sheryl Sandberg Shrugs Off Facebook’s Latest Scandal

Mark Zuckerberg has yet to begin his apology tour for Facebook’s latest crossing of the invisible line with a research paper that did not get pre-approval from the ethics board at Cornell University.

Today, however, Sheryl Sandberg addressed the matter at a totally-not-related event. Robinson Meyer of The Atlantic sums up her reponse in popular emoji form:

That’s pretty much it. A quote after the jump…

Read more

Facebook’s Own Records Contradict Its Latest Apology

FACE!

If by “people” you mean “Facebook researchers”

We won’t say that Facebook has gotten good at apologizing, but they’re certainly used to it. At this point, even your great aunt has heard about the disastrous effects of a research paper that revealed the details of the company’s “manipulative” emotional A/B testing study. It might be Facebook’s biggest PR challenge to date because, even though it was probably not illegal, many users feel violated somehow.

The damage control line so far has been “it’s all about research” with the ultimate goal of improving the user experience–and that everyone implicitly agreed to play the part of unknowing digital lab rat when he/she clicked “OK” on Facebook’s terms and conditions.

Last night, however, a Forbes story undermined this claim.

Read more

The REAL Cost of Facebook Paid Reach

Despite Facebook’s increasing revenue (this week’s half-hour outage “only” cost the company $500,000), many in marketing are a bit bearish on the company’s futures in terms of its true value in dollars, cents and eyeballs.

The primary complaint, of course, concerns the demonstrable decline of organic reach. Facebook finally addressed the issue after six months of complaints, but product marketing leader Brian Boland’s response pleased exactly no one that we know.

Facebook still claims that its primary goal is to improve user experience, not profit margin…but new data from our friends at digital agency Flightpath indicates otherwise.

It’s not just organic: the agency’s clients noted a recent decline in the reach of their paid posts, and Flightpath turned the data into an infographic.

Facebook paid reach

As you can see, the price of pay-to-play has more than doubled over just six months.

We can’t be sure if all agency clients have seen the same trends, but we’re very curious. Those numbers are scarier than two dozen smiling Zuckerbergs staring us down.

Facebook (Finally) Explains What Happened to Your Organic Reach

thumbs_down

We’re all aware that our beloved Facebook has gone through some…changes this year.

You may recall a certain blogger’s attempts to explain the new “problem with Facebook” in a clip that went viral way back in January, but the company’s own ad product marketing leader Brian Boland finally addressed the issue in a post that went live yesterday.

So what happened to that organic reach? Let’s review…

Read more

Facebook Exec Rants About The Media, Says Things We’ve Heard Before

haduckMike Haduck, a product manager for ads at Facebook, vented all kinds of frustrations about the media in a mega rant — where else — on Facebook.

He goes off on everything from A to Z: CNN is “the network of kidnapped white girls”; newspapers are “are ghosts in a shell”; the three big papers – The New York Times, Wall Street Journal, and Washington Post – “seem incapable of breaking real, meaningful news at Internet speed”; “[e]vening newscasts are jokes” as is Meet the Press. Most media is terrible according to Haduck.

Once he’s vomited all of his complaints and his gut is empty, he ends with this: “It’s hard to tell who’s to blame. But someone should fix this shit.”

Nothing that Haduck says here hasn’t been said before, either specifically or in general. What’s interesting, however, is that he doesn’t seem to see (or at least to highlight) the ways in which media has benefited from social media sites. Like the one he works for.

Read more

Tips on Pitching and Media Relations from Facebook’s Media Coach Bill McGowan

Bill-McGowan

Bill McGowan has held many titles throughout his career: journalist, “A Current Affair” reporter, author, founder and CEO of Clarity Media Group.

His most recent role is media coach for executives, celebrities and artists ranging from Kelly Clarkson and Eli Manning to Thomas Keller and Tim Gunn. He’s also worked with major firms to help PR professionals hone the art of the pitch.

Two of his most recent clients’ names might ring a bell: Sheryl Sandberg and Mark Zuckerberg.

In McGowan’s latest book Pitch Perfect: How to Say It Right the First Time, Every Time, he draws on decades of experience working both in front of and behind the camera to offer tips and tools on how to deliver a message efficiently and confidently.

We recently spoke to Bill to learn how that experience applies to PR.

Read more

Facebook’s New Algorithm Is Smarter Than You

like-baiting-screenshot

WHERE ARE THE PUPPIEZ?!?

We’ve all seen the fruits of our Facebook labors decline precipitously in recent months–and yesterday the company made clear in an online statement that it will no longer tolerate desperate attempts at increasing reach.

In other words, tone down that CTA or your posts will be deader than last week’s meme.

In particular, the company wants to actively punish the purveyors of three types of posts:

Read more

NEXT PAGE >>