social media marketing

How Engaged is Your Community? The 5 Levels of Social Media Engagement

August 17, 2011 by Kari Rippetoe

If you manage social media outposts for your business or organization, then no doubt you’ve heard the word “engagement” numerous times. It isn’t enough for people to simply follow or like you, the goal is for them to interact and participate in a way that keeps them engaged with your brand. But because we’re talking about “social” media, we have to consider and accept that different people are social in different ways. Not everyone will engage in the same way, but you can help them to increase their levels of participation so they are more engaged with your brand in a meaningful way.

How engaged is your social media community? There are 5 levels of increasing engagement we’ve identified through our social media research and campaign work, which will help you to segment your community members:

Level 1: Observing – watching the conversation from a far & simply “lurking” to decide if it’s interesting/valuable enough to join.
Level 2: Following – following the brand in some way, i.e. following on Twitter or Liking on Facebook.
Level 3: Engaging – interacting in a limited fashion, such as clicking through to read your content, viewing a video, or Liking a wall post.
Level 4: Endorsing – actively sharing your content with others, i.e. retweeting, sharing via Facebook, etc.
Level 5: Contributing – actively participating in the conversation and interacting with your brand, i.e. tweeting to your brand, posting on your Facebook wall, or commenting on a blog post.

Notice that the circles in the graphic get smaller as the level increases. This means that the number of people decreases as they become more and more engaged with your brand through social media. This is to be expected, and those Level 4 and 5 folks are the ones you should ultimately focus on building relationships with – they are your brand advocates. This isn’t to say that you shouldn’t pay attention to the people in Levels 1-3, because there are steps you can take to move them up the ladder and convert them to Endorsers and Contributors.

What are those steps? Stay tuned…that’s another blog post!

What We’re Reading, August 12th

August 12, 2011 by Kari Rippetoe

How the London riots showed us two sides of social networking from Ars Technica: The London riots are the latest in a series of uprisings in recent years where social media sites like Twitter have been the main hubs of activity – from organization and mobilization to as-it-happens news. Those of us who use these tools as part of our jobs are so used to our own one-sided viewpoints of social media and how Twitter and Facebook can be used; but the riots reveal the much darker side. To the point that the British PM David Cameron is considering blocking Twitter and Facebook in the UK.

Before I continue with this week’s reading list, I want to ask you to post your thoughts in the comments below on social media’s role in the London riots – do you think blocking Twitter and Facebook is the answer?

Now, back to our regularly-scheduled reading list:

Klout Shares 6 Secrets Of Twitter Hashtag Chats from AllTwitter: Thinking of hosting your own Twitter chat? Klout offers some useful tips to help you get started.
64% of Small Businesses Think Social Media is Unnecessary [STUDY] from Mashable: This is an interesting report, but I’m baffled how it distinguishes word of mouth marketing (which 50% say they can’t do without) from social media (which apparently small businesses don’t have so much of a need for). Things that make you go…”Really?”
StumbleUpon Launches Program to Help Nonprofits from AdAge: Is it me, or have we not heard much about StumbleUpon lately? They seem to have gotten lost in the social networking jungle. But having used their Paid Discovery platform in the past, I definitely like what they’re doing for nonprofits with a new Stumbling for Good program.

We’ve also been reading about privacy issues in social networks (when aren’t there privacy issues?) – here are a couple of articles to help you:

Facebook stole every contact and phone number in your phone – here’s how to undo the damage from BGR
A Box You Want to Uncheck on LinkedIn from Connection Agent

Have a great weekend!

Search Drives Word of Mouth, But Don’t Discount Social Media

July 26, 2011 by Kari Rippetoe

Today I came across a resource site called Think with Google, containing digital marketing information, trends and insights and recently launched by (one guess)…Google. I excitedly dove into the wealth of information it provided, starting with Word of Mouth under its Think Insights section, thinking of the treasure trove of research, articles and posts about WOM, social media, digital marcomm. What I got was a treasure trove of Google-centric research about how search (Google) is the #1 spark of WOM conversations, how search (Google) is more likely to result in a purchase, and how search (yes, you guessed it) far outpaces social media sites as a resource driving WOM conversations.

No, I’m not surprised about this, for 2 reasons:

It makes sense that search drives most WOM conversations, since that is the one place people will go to find information about a company or product. No, they don’t go to Twitter or Facebook, they go to search. Search has been around for ages in Internet years, far longer than social media, and it’s ingrained into our brains to go straight to Google (or your search engine of choice) to research a potential purchase.
Why should I be surprised that a digital publication called “Think with Google” wouldn’t be Google-centric? It’s like Oprah’s O Magazine – she’s on the cover of every issue.

So the takeaway here is that companies should be focused on search marketing when it comes to generating WOM conversations, right? Well, yes – but the reason why I’m writing this is because I don’t want people to discount social media and its role in the WOM landscape. Search is, always has been and always will be an extremely important (if not THE most important) part of any online marketing strategy; but everything else you do online feeds into that.

Information shared through social media sites is included in search results (take a look at the Discussions tab the next time you search on Google).
The Twitter-to-Google firehose may be off, but retweets still impact how content is indexed on Google.
Sharing through Google+ will most certainly have a greater impact on search over time.
Social sharing impacts the creation of content that is then indexed in search results.
Building a strong social media network increases the likelihood that your content will be shared, therefore impacting how it’s indexed in search.
Relationships built through social media can lead to outside content-creation or linkbuilding opportunities.

So don’t think about how search is more likely to impact WOM conversations than social media, think about how your social media efforts impact your search marketing efforts to drive WOM conversations.