ATLANTA – March5, 2012
– At the recent Facebook
Marketers
Conference (fMC), the social media world received epic news from
Facebook about
how business fan pages, like personal pages, will integrate the new
Timeline
functionality. While hearing about the drastic changes to Facebook, I
realized
how these changes may set an extra hurdle in the way of a hotel’s
efforts to
manage social media on their own. After working with the new changes
first hand,
I am certain that these changes will reshape how hotels market in the
social
ecosystem for the better. The Facebook changes are certain to boost a
hotel’s
ability to market directly to the consumer through rich media, content
positioning, strong advertising, and even a direct customer service
portal.
All Facebook business
pages will automatically be transferred over to the Timeline design on
March 30,
2012, whether you are prepared or not. In order to market on Facebook
effectively, there are 10 changes you must prepare for right away.
1. Express more with
large cover images
Default Facebook landing
pages are gone, and the helpful “like gate” that hides your page’s
content until
the user “likes” you page is no longer offered as well. All users will
automatically land on your new Timeline page, which boasts incredible,
top-end,
digital real estate to visually impact your users. While you cannot use
this
large cover image as a billboard for your web address, phone number, or
calls
to action, you can incorporate emotional imagery that expresses why
someone
should stay at your hotel.
2. Extreme Makeover:Apps
Edition
Apps used to live along
the left side of your Facebook page with small 16x16 pixel icons and
limited
availability for rich text. Now, the Timeline design gives apps a
proper stage
and new look to go along with it. With icons now sized at 111x74 pixels
and an
810 pixel wide playground for your application’s user experience, the
sky is
the limit with what you can create, the promotions you can run, and the
stories
you can tell.
3. Apps area can be
manipulated to maximize clicks
While businesses cannot
use a call to action on their large cover images, you can use a call to
action
on three other areas: the smaller profile picture set to the left of
your cover
image, album cover of your photos, and icon photo of your apps. While
you can
have multiple apps on your page, only three will show up without
clicking the
expander on the far right of the app area. You can set which top three
apps you
want to show by hovering over the top right of each app until a
drop-down
pencil icon appears. The drop-down pencil icon will allow you to
rearrange the
order of your apps and edit the image that appears. If you include only
one
image in the very first album in the sequence, you can control the
image that
shows up as the photos icon in the app area.
4. Receive direct messages from your fans
Finally, Facebook has
given business pages the ability to receive direct messages from their
fans
just we have seen personal accounts send and receive direct messages.
With the
direct messaging capability, Facebook can truly be a place where hotels
provide
timely, private customer service. As another bonus, admins can worry
less about
negative feedback affecting their entire Facebook community if they
make direct
messages an open and encouraged option for submitting feedback. In the
case
that you do receive a negative response, you can reply with a direct
message
apologizing for their bad experience.
5. Stay organized with
the new Admin Panel
Facebook has streamlined
its notifications system, direct messages, and Insights into one
easy-to-use
Admin Panel at the top of your Timeline page. Facebook admins are the
only ones
who can view the Admin Panel and this addition will help admins sort
through fan
interaction efficiently.
6. Assign multiple
levels of administrative control
While all five levels of
the new protective controls have not yet been identified, Facebook will
allow
pages to have multiple admins with varying levels of control. For
hotels that
receive a lot of interaction, this could be the answer you have been
looking for
when you are forced to delegate certain tasks to different staff
members.
7. Fans can subscribe
to a RSS feed for your stream
As the blogosphere
continues to develop, you can now move your Facebook stream into
services like
FeedBurner and capitalize on the natural traffic that these services
provide.
8. Open fan access to
a portion of your Insights
While I am not sure I
love this change as much as the others, giving open access to a portion
of
Insights gives you the ability to check on your competition. You will
be able
to see what your competition is doing, who they are targeting, what is
working
for them, and adjust your campaign accordingly.
9. Ability to pin
stories to the top of your page
You can now make
specificFacebook posts stay at the top of your Timeline page. I believe
this
will be the most impactful change of the Timeline line changes; hotels
can now
run revolving seven-day promotions by pinning rich images and good
content to
the top of the page. Now you can be sure that your Facebook fans know
about a
special promotion or event.
10. Creation of two
new advertising services
Marketplace ads still
exist for lower budget advertisers. For those businesses with a few
more
marketing dollars to spend, Facebook introduces two new advertising
services: Reach
Generator and Premium.
Reach Generator creates
custom ad campaigns that work to increase on page traffic of your
current fans.
The premise is that the business uses their Timeline Facebook page as
their
“mission control” by focusing on producing quality content with images,
polls,
status updates, and the like. Then, Facebook’s marketing team pushes
these
stories into the places that current fans spend the majority of their
time,
i.e., their news feed and personal profile pages. The total spend
requirements
have not been released yet for businesses interested in Reach Generator.
The second type of new
advertising on Facebook is called Premium. Premium advertising on
Facebook
eliminates the smaller business player as it requires a minimum of
$10,000 per
month in total spend requirements. Unlike Reach Generator that boosts
the
activity of current fans, Premium drives all types of traffic to your
page.
From a list of options, a hotel can decide what type of campaign they
want
Facebook to administer like one focused on general fan building or one
focused
on advertising a special event. Facebook positions these Premium ads on
news
feeds, on personal pages, on Facebook mobile (tablet and smartphone),
and
eventually on the exit screen when users log out.
My
Conclusion
For some hotel
owners and staff
members, these 10 Facebook changes have come as a surprise. To truly
capitalize
on the power of Facebook, you must understand these new changes and how
they
can increase public awareness of your business and subsequently sell
hotel
rooms for you. As the Executive Director of Pipeline Social Media
Solutions, I
want to help you integrate the Timeline changes as well as look at your
overall
social media strategy. Contact Pipeline Social Media Solutions at (678)
814-4601 for more information.
About Pipeline Social Media
Solutions, LLC
Pipeline Social Media
Solutions
is a results-driven, social media marketing company founded around 20+
years of
experience in the hospitality industry and 10+ years in online
marketing. Pipeline
believes in the power of social media marketing for hotels and the
ability for
this new interaction to transform the hospitality industry.