Facebook is nothing if not dynamic. Understand how part of its functionality works today, and tomorrow you’ll notice that it’s changed. A week later, it may have changed yet again.
The goal shouldn’t be to KNOW everything about how the platform works, rather to spend enough time with it that you know how to grow and adapt with it.
Recently, Facebook made a change to how it displays a brand’s response time and it added an option to send instant replies to messages you receive through your Facebook page.
Both concepts are easy, and worth taking a moment to understand.
The Change: Response Time
Until very recently, Facebook published to your page how long it takes you to respond to messages you receive through your brand page. It might say a few minutes, an hour or a day. It also publishes your response rate.
Pro-tip: Even if you are going to respond to someone through another medium (phone, email...), respond to their initial message to let them know. For example: “Thanks for writing, I’m calling now.” It’s quick, easy, not at all awkward, and it allows you to maintain a 100% response rate on your page even when communicating through other methods.
While Facebook still publishes your response rate, they made a major shift regarding your response time. It used to be something you couldn’t edit or control (save for responding quicker to messages in the future). It was a report for your customers on the speediness of your response time. No more. Now, it is a tool that allows you to let people know how long they should expect you to take to return their message.
If you have someone working on your social media full-time, it should take you less than an hour. Or maybe even just a few minutes. Let people know that. But if it’s just you and Facebook is one of 1000 things you are managing, you can now let people know that it might take you a day to respond.
The set up is easy.
Go to your Facebook brand page. Directly below your avatar, you will notice a section that shares things like how many followers you have, how many have checked in with you and the like. The very first thing in that section will be your response rate and your response time.
To edit it, go to your page's Settings (located in top right hand corner of your page). Then click on Messaging in the left-hand menu.
From here, simply pick your (reasonable) time frame.
Pro tip: Be honest here, both for your own sake and for that of your customer. If it’s going to take you a day to respond, don’t say you will respond within an hour. Set up expectations that you can meet, and then work hard to meet them.
So that is the change Facebook made. But they also recently made a fairly substantial addition to their brand messenger.
The New Option: Instant Replies
You can now set up Instant Replies that will automatically be sent to anyone who writes to your brand through Facebook.
Let’s say you rarely check your Facebook messages, but you live in Gmail. Send an instant reply telling people that you’ll be in touch soon, but if they want a quicker response, they should email you as well. Or provide a phone number they can call. Or let them know you will be in touch, and send them to your website to shop/learn/take action in the meantime.
We can’t control how people choose to reach out to us. But with this new functionality, we have yet another tool in our toolkit to ensure happy customers and seamless customer service.
Not sure what to put in your Instant Reply? Drop me a line and let's figure it out together!
While many businesses and organizations see social media as a burden—just one more to thing to deal with—a smart digital strategy can help a brand not just tell its story to new supporters (customers, clients, donors, fans...) it can build relationships and create advocates from within its supporter base.
At its best, social media can be utilized to build a movement by:
From simple best practices to detailed strategic concepts, this presentation lays out a path to empower your supporters and strengthen your brand’s reach and engagement through social media.
I will be giving this presentation at Social Media Breakfast Madison's upcoming event on February 17th. Learn more about this volunteer-run non-profit organization with a focus on social media and reserve your free tickets today.
I gave this presentation at Madison Nonprofit Day. Here is what the Alnisa Allgood, the events creator, had to say:
"Josh is an engaging and dynamic speaker / trainer. He presented a workshop for our annual nonprofit / social good conference— the Madison Nonprofit Day Conference. His workshop, "Using Social Media to Build a Movement" was very well received. The audience loved him. He received top scores in both presentation style and workshop structure.
My LinkedIn URL is linkedin.com/in/joshklemons. It’s simple enough to put on my business card or website, or even to just tell to people in conversation. (If only the spelling of my last name wasn’t so darn tricky!)
But if you are like a lot of people on LinkedIn, you haven’t customized your LinkedIn URL. So instead of reading www.linkedin.com/in/[your name], it looks something like this: www.linkedin.com/in/[first name]-[last name]-[random series of numbers and letters].
Good news: Customizing your LinkedIn URL to get rid of the gobbeldygook at the end is VERY easy and will only take a moment.
Start by logging in to LinkedIn. Directly under your name and title, click the link that says “Improve your profile.”
Underneath your topline bio, you will see your current LinkedIn URL:
Hover over the URL and a gear will emerge:
You will then be taken to your “Public Profile” page. (Learn more about your public profile.) In the right column, you will see “your public profile URL.”
Click the pencil and edit your URL. LinkedIn is for professionals, I’d recommend using your real name, first and last. But you can use anything you want so long as it isn’t already in use (sorry to all John Smiths, Mary Jones and anyone else with a popular name!). Well almost anything. Your public URL must contain 5-30 letters or numbers and no use spaces, symbols or special characters.
Hit "Save" and you're done. As easy as promised, right?
If you found this helpful, connect with me on LinkedIn for more great social media advice.
I don't know you. But I want to!
If you use Twitter as a way to communicate with clients, potential clients, supporters or fans, you want to make it as easy as possible for people to contact you on through the platform. Anyone can always tweet at you, but sometimes people want to share something privately (good, bad or otherwise). That is where Direct Messages (DMs) come into play.
Your account can be set up so that you can only receive DMs from people who you follow AND who follow you. But that means that if you are an organization or a business, and someone wants to reach out to you privately--if you don’t follow them on Twitter, they won't be able to do so.
Good news: It's an easy fix!
First, let's check your current status. To do this, simply go to your Twitter Settings:
Then go to the "Security and privacy" tab:
Once there, scroll all the way to the bottom and ensure that you have toggled on “Receive Direct Messages from Anyone.”
Do you own a business? Work in sales? Have a cause for which you want people to volunteer or give money? Maybe you are in a band or have an upcoming art show? If there is any capacity in your life that involves sharing what you do with others, then you need to develop an elevator pitch.
But what is an elevator pitch?
Let’s say you are asking people to volunteer for your organization. You bump into a friend/colleague/stranger on the street and the subject comes up. You have to make the ask, or they are certainly not going to give up THEIR Sunday afternoon to help you with YOUR cause. If the two of you wind up going to lunch together, or even coffee, then you have all the time in the world to walk through the organization you work with, the benefits of volunteering, how important their contribution will be... But 9 times out of 10 (or even 99 times out of 100), you don’t get to make your ask while waiting for a table. Most of the time, you have to make your ask while you are waiting for the light to change, or as someone is hopping into a cab, or in the time you share together in an elevator.
An elevator pitch is your opportunity to sell yourself, and your cause, to another person in the length of time that you might spend together in an elevator. A good elevator pitch is generally considered to be no more than 30 seconds.
But my ask is so much more complicated than I could possibly sum up in 30 seconds!
That might be true, but at the moment, your cause only matters to you. You don’t get 15 minutes to convert, you get 30 seconds.
Let’s imagine you are trying to explain a difficult concept to someone. You believe this concept to be EXTREMELY important. They have never heard of it and are not necessarily interested in learning about it. Are you going to hand that person a book on the subject? Or a pamphlet? The 1% of people who might be willing to read the book will surely become experts on the subject. But for everyone else, you will be lucky to get them to flip the pamphlet over before tossing it in the trash. You need to make your message simple, concise and extremely easy to digest.
Assuming that you can capture someone's attention in your allotted 30 seconds, then you might get a chance to expand on the subject. The goal of an elevator pitch is not to cram as much information in it as possible, it is to ensure that you get them wanting to learn more.
Whether it’s a client, a potential investor, a friend or even a stranger on the street, your elevator pitch should end with you offering them your business card. If they offer theirs in return, even better. Make sure and follow up!
But I don’t have a business card!
Why not?! Business cards are cheap, easy to get and extremely important. They show the receiver that you take yourself seriously.
So how do I create an elevator pitch?
First of all, elevator pitches are not going to write themselves, flawlessly and in the moment. You should practice yours. Ask a friend or colleague to listen and critique. Recite it in front of the mirror if you have to! Just get used to sharing your pitch on a moment’s notice. If it takes you 15 seconds to collect your thoughts, you just lost half your allotted time!
When crafting it, try making a list of your bullet points.
If someone is properly engaged, you may have time to delve deeper into any one of your main points. The most important thing is that they walk away knowing that your company guarantees satisfaction. Or that you just won ethical salesman of the year. Or that your band was recently nominated for a Grammy.
Is that all?
Having a good elevator pitch does not guarantee success in your ask. But not having one all but ensures disappointment. So get to work.
Need help telling your story? Let's chat.
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