Why You Should Be Glad US Airways Tweeted That Photo (You Know The One)

Tuesday, 15 April 2014

Did I need to see the picture in question? No. Did the customer that was complaining and already dealing with the headache of a delayed flight? Certainly not. But we all need to grow up and move on. Because you know why and how that photo got tweeted? There is a real, live human being replying to people and humans make mistakes.

That mistake could have been a copy and paste error (totally possible, I’ve done it…just not with quite such disastrous results) or a technical glitch (less probable that their Twitter management system mistakenly grabbed it, but still possible) or just somebody having a bad day (we’ve all been there). The point is, they are all mistakes. Accidents. Unintended actions, or possibly a lapse of judgement. Which is going to happen when you have real people doing their jobs.

Think about it: would you rather receive an automated response that tells you nothing, or a human who replies and has a typo? If this was simply someone pasting the wrong URL, it’s not much more than a typo. It’s the media in question, the subject matter of the photo, that makes it a big deal. If the wrong URL led to the US Airways homepage instead of the complaint form, no one would be making a big deal.

Machines can’t do everything, and the price we pay for real-time, live customer service is the occasional human error.

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Your Guide To Facebook’s New Look For Posts

Friday, 11 April 2014

Facebook’s changes to the Newsfeed are continuing to roll out to users. What’s that mean for brands? New specs for posts, yet again. Take a look at this infographic for a guide to image sizes, and check out the examples below for an idea of what each type of post looks like in the Facebook Newsfeed.

Text Only

Standard Facebook font, no real change here.

Link Share

Yuck. For some reason, Facebook changes the font of articles posted as a link share, creating a mix of serif and sans serif fonts in one Newsfeed that is confusing at best, ugly and outdated at worst.

Square Photos

Despite owning Instagram, an app known for square images, Facebook designed the Newsfeed for more panoramic, wide shots. Square and portrait photos leave a lot of extra space.

Full Photos

Big, beautiful images are what Facebook is after for the Newsfeed. They handle resizing, while keeping aspect ratio intact.

Application Actions

Facebook has turned application actions into text-heavy posts, even for visual apps like Pinterest, creating big blocks of unfriendly text in the Newsfeed.

What do you think? So far, I’m not impressed. Let’s hope they are still making tweaks.

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Facebook Makes Reviews A Priority For Places

Thursday, 10 April 2014

In addition to allowing businesses to reply to Facebook Reviews, they’ve also given Reviews more prominence on Pages. This change has taken effect already on any Page that is also a Place; that is, a business with a physical location. This only applies to Pages tied to a brick and mortar location–so a restaurant or hotel chain will NOT see this change, but a Facebook Page for an individual location within that chain will. I have seen this change applied to hotels, restaurants, retail stores, schools and service companies. Basically, any Page that includes the ability to check-in.

This change is independent of the other Page redesign rollout going on right now, but is applied a bit differently based on whether the Page has the new or old design. When you visit a Facebook Page using the old layout, you will now see Reviews moved to the top of the righthand column, with Posts By Others below it. (See example below.)

For Pages that have switched to the new layout, Reviews are in the left column, a little farther down. They are in a tabbed box shared with Posts By Others, with the default view showing Reviews first and requiring a click to see Posts By Others. (See example below.)

Is Facebook trying to join the reviews business? Looks like a new revenue stream may be opening up for them soon.

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New Facebook Looks A Little Old

Tuesday, 08 April 2014

What seemed like small changes designed to streamline the Newsfeed have actually made Facebook harder to read and more old-fashioned looking. The grey background doesn’t help the readability of the side navigation and makes the icons look very outdated. The feed algorithm itself seems to be a bit better, showing actual recent stories on top when choosing “Recent Stories” as opposed to “Top Stories,” although recent stories alos includes new comments on old content.

What do you think about the new layout?

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Facebook Tests Post Reach Language

Tuesday, 01 April 2014

Looks like Facebook is testing how they show post reach to Pages. See the language change in the screenshots below, both taken on the same post from the same Page, just hours apart.

This Post Was Served To

Instead of  measuring reach by views, and saying how many people “saw” a post, Facebook updated language to “this post was served to.”

Saw This Post

Just a few hours later, it was back to the original language of how many people “saw this post.”

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Beware Of Facebook Spam

Friday, 28 March 2014

Made me laugh, but considering how much Facebook knows about its users, it’s easy to see how someone could be tricked by this type of Facebook spam.

What’s the funniest subject line you’ve ever received?

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Spotted In The Wild: New Facebook Layout for Pages and Events

Thursday, 27 March 2014

We’ve all seen Facebook’s examples of the new layouts for Pages and Events, but now they are being rolled out in the real world as well. See examples below.

New Facebook Page Layout

New Facebook Event Layout

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Facebook Feature: Unread Stories

Tuesday, 25 March 2014

Facebook has finally admitted (by way of new features) that the Newsfeed algorithm is lacking. It’s no secret that the organic reach of Pages has dropped dramatically, but chances are you miss a lot of stories from your friends, too. But not anymore!

See what you’ve been missing by visiting https://www.facebook.com/feed/missed_stories. Here you’ll find all the posts you didn’t see from your friends. Want to get more of their content in your real feed? Add them to your “Close Friends” list for in-Facebook notification of new posts. Or simply click through their profile and like a few things to give Facebook the hint that you still remember this pal.

Marketers, take note: Pages are conspicuously absent from this unread feed. So there’s no way to game this feature quite yet, but stay tuned. Users will see content shared from a Page by their friends, as seen below.

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Instagram Gets A New Look

Wednesday, 12 March 2014

Seems like every social media site is getting a new look these days. This spring, the trend seems to be simplicity, with Instagram getting more white space and some seriously pared down icons. The new camera logo is almost unrecognizable if you’re not familiar with the original.

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Take A Look At New Twitter

Tuesday, 11 March 2014

Facebook isn’t the only site getting a new look. Twitter is also slowly rolling out their latest iteration of the site, including a new format for profiles, below.

There’s definitely more of a Facebook feel, and I think it feel more approachable, inviting new users to stick around, find new content and sign up for the site themselves. What do you think?

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