Archive for the ‘Online marketing’ Category
Tuesday, August 31st, 2010
Technology news site Arab Crunch posted some interesting Facebook statistics yesterday from InsideFacebook’s most recent Gold Report (read the ArabCrunch story here). According to InsideFacebook, Facebook’s Arabic language interface is now the fastest growing language version inthe world, growing by 18% per month. According to Spot On’s research, Facebook’s Arabic platform in the Middle East & North Africa added about 1 million new users during the past three months (accounting for about half of all new users in the region) and the momentum that the Arabic platform has is changing the Facebook demographics for countries like Saudi Arabia and Egypt for ever.
Language preference of MENA Facebook users (as percentage)
As expected, the language bias for Saudi Arabia’s Facebook users has now switched from English to Arabic. During the past three months the percentage of Facebook Arabic users in Saudi Arabia has crossed the 50% mark and now stands at 53% of total users of the platform. It’s a change of a few percent, but it’s going to be increasingly important for marketers as Facebook reaches new demographics of users, perhaps previously put off by having to user its English language interface.
Numbers of Facebook users by country (in millions)
Egypt, Saudi Arabia and Morocco added the most new Facebook users during the past three months, with Egypt adding 641,000 new users. Egypt also added the most Arabic language users during the past three months, which accounted for 57% of its total new users added to Facebook. However, 81% of all new Saudi Facebook users were adopters of the Arabic platform. At this rate, we could well be looking at a 60:40 percent ratio of Arabic to English Facebook users in Saudi by the beginning of next year.
Overall, Facebook users in the Middle East and North Africa grew by 15% over the past three months adding some 2.2 million new Facebook users and bringing the total MENA Facebook population to 17.3 million.
Want to read more?
If you liked reading this post MENA Internet users, you might like our other Internet demographics and habits surveys:
Media consumption & habits of MENA Internet users (July 2010)
15 Million MENA Facebook Users – Report (May 2010)
Twitter & Customer Service Survey (March 2010)
Spot On PR’s MENA Twitter Demographics & User Habits Survey (2009)
Sign-up for more reports
If you would like to receive reports like this by email click here to join Spot On PR’s mailing list.
Tags:Arab World, ArabCrunch, Arabic, Carrington Malin, communications, digital marketing, Egypt, Facebook, InsideFacebook, Internet, marketing, MENA, Middle east, Morocco, Online marketing, research, Saudi, Saudi Arabia, social media, social networking, statistics, UAE, United Arab Emirates
Posted in Facebook, General, Internet, Internet research, Middle East marketing, Middle east, Online marketing, research, social media | 3 Comments »
Thursday, July 22nd, 2010
Scroll down the page for survey download links
The figures in our new Media Consumption & Habits of MENA Internet Users Survey simply confirm what everyone involved in the Middle East’s growing digital marketing industry has already been talking about for the past year or two: Internet connectivity has become pervasive amongst many of our key target audiences and is now a significant part of their daily lives. The new research survey conducted by Effective Measure in conjunction with Spot On PR, underscores that the Internet opportunity is not just something that exists in the USA or Europe, its right here in the MENA region too. It’s not just a rich thing. It’s not just a youth thing. (And its not just a Facebook thing either). The Internet’s reach is now much broader than that and its influence in the Middle East and North Africa is now truly rivalling its traditional media counterparts and providing marketers with real (and highly measureable) alternatives.
Here are some of the survey’s key findings:
- MENA Internet users now spend more time browsing the Internet than they do watching TV.
- 88% of those surveyed stated that they access the Internet daily
- 71% of those surveyed stated that they watched television daily.
- Most traditional media have peaks and troughs in attention. Radio and newspapers achieve peak share of audience in the morning. Television audiences peak in the evening. However, the Internet holds audience attention fairly consistently throughout the day and well into the night.
- 28% more respondents watched TV during peak viewing hours than when viewership is at its lowest, at 7%),
- 20% of respondents stated that they use the Internet at any time-period surveyed, peaking at 33% in the evening (just 13% higher than the lowest period).
- Predictably, 73% of the survey’s respondents cited email as the activity they most often carried out online, ranking abover all other online activities.
- Social networking and search activities followed as the next highest ranking online activities for MENA Internet users, all coming it at about 40%.
- 54% of Internet users surveyed used mobile applications daily.
- 79% of Internet users surveyed spent up to three hours per day updating their social networks. 20% spent more than three hours updating their social networks.
- Internet users were more positive to companies and brands using “Internet marketing” than they were towards companies and brands using “social media marketing”.
- Most responses to our survey showed little variance between male and female respondents. However, there were a number of notable differences between the genders in their stated experiences with social media.
Survey Downloads
Download the full survey report (PDF)
Download the press release (English, Word doc)
Download the press release (Arabic, Word doc)
- – – -
Media consumption & habits of MENA Internet users by Effective Measure and Spot On Public Relations is licensed under a Creative Commons Attribution-No Derivative Works 3.0 United States License.
Want to read more?
If you liked reading this post MENA Internet users, you might like our other Internet demographics and habits surveys:
15 Million MENA Facebook Users – Report (May 2010)
Twitter & Customer Service Survey (March 2010)
Spot On PR’s MENA Twitter Demographics & User Habits Survey (2009)
Sign-up for more reports
If you would like to receive reports like this by email click here to join Spot On PR’s mailing list.
Tags:communications, demographics, digital marketing, Effective Measure, Egypt, Facebook, habits, Internet, magazines, marketing, media TV, MENA, Middle east, Netlog, newspapers, North Africa, radio, research, Saudi Arabia, social media, social networking, Spot On PR, statistics, survey, Twitter, UAE
Posted in Applications, Facebook, General, Internet, Internet research, Measurement, Middle East marketing, Middle east, Mobile, Newspapers, Online marketing, Twitter, brand marketing, public relations, research, social media | 9 Comments »
Thursday, July 15th, 2010
Remember: a social media programme isn't just for Christmas!
I’ve been doing quite a lot of speaking at ‘online’ conference events and workshops recently (this will surprise nobody who knows me) and consequently meeting a lot of people who are experimenting with social media within their organisations. It’s something of a growing trend – typically, one person within an organisation has been using Facebook or Twitter, even blogging, and has come to realise that there is very real value to the organisation in ‘being there’. A lot of these people come from the communications department, although by no means all. At a recent event where I spoke to an audience of event managers, I found quite a lot of people who had responsibility for companies’ events were the drivers behind introducing social media to their organisations.
Something of a pattern has started to emerge. The enthusiast is given permission to open up a social media account because it seems harmless enough – the company’s management doesn’t ‘get’ social media and so doesn’t see any danger in letting the enthusiast play with it. The enthusiast starts out and quickly finds a ready audience of people responding, interacting and demanding information, access and insight. It all becomes hard to handle precisely because it has been successful – one person can’t keep up with the volume but has gained enough experience to see the potential for this new medium.
So they go back to their management and point out that the experiment has been a great success, customers are now talking to the company over this new medium and appreciating the new degrees of access it brings. Can we expand the programme now?
And many I talk to are right in the middle of that conversation, mired in ‘not just yet, there’s a recession on you know’ and ‘What’s the ROI?’ reactions from the management team that has allowed this thing to develop so far precisely because it has ascribed it no importance.
The trouble is that social media is a difficult habit to break. Having started engagement with customers, partners and other stakeholders online, you have set an expectation of accessibility that can only grow. These early steps are important and help to build experience and learning – but it can’t stop there. The very fact that these programmes now need additional resources and expansion shows that they’re doing something right. It’s odd, in fact, that management presented with something new that is actually working would balk at it.
Tags:Alexander McNabb, budget, campaign, Facebook, Internet, Measurement, MENA, Middle east, Middle East marketing, planning, ROI, social media, social media marketing, Twitter
Posted in Facebook, Internet, Measurement, Middle East marketing, Middle east, Online marketing, Twitter, social media | No Comments »
Wednesday, June 16th, 2010
The promise of behavioural marketing is a wonderful thing. After hundreds of years of mass media advertising that targets broad audiences with the same advertising message (whether they like it or not), the technology is now becoming available to advertise very specific advertising offerings targeted to reach only those that are likely to be interested in them. It’s a concept that excites both advertisers and consumers, since advertisers get to market to specific consumer audiences in the most profitable way and consumers only see the ads (and other types of content) that are directly relevant to them. However, as with many good things in life, there is a price to be paid by consumers and the currency is information. As the old English proverb goes, one can’t have one’s cake and eat it.
The cake is particularly delicious one. The Internet promises to tailor its audio, video, text, links and other content specifically to suit your individual preferences. Advertising is obviously leading the charge here, by investing in campaigns that are more closely targeted to consumer needs. However, the technologies can be just as useful to provision any kind of content over the Internet. Just imagine a web site, where every story, video clip, link, recommendation or advert was exactly according to your preference, not only in terms of content, but delivery, frequency and style too. Ultimately, it has the potential to become your own personal Internet, just the way you like it and as you discover new websites and services they automatically change to suit you.
Now here’s the catch. In order for behavioural targeting to be effective, it needs to know your preferences and behaviours, and update them in real-time. This includes data on the websites you visit, what you search for and where you spend your time whilst online, plus information like what devices you use to access Internet content, via what browsers, from what locations etc. It raises a plethora of privacy issues, and does so at a time where consumer attitudes towards privacy and knowledge of privacy issues are changing rapidly. Many thought little of putting all their personal details on Facebook a year or two ago, but recent media coverage of user reactions to changes in Facebook’s privacy settings has given many Facebook users pause for thought. A year or two ago it became quite common to find out that ‘all’ your friends were suddenly on Facebook. These days it’s quite common to know someone who’s quit Facebook entirely.
A new survey undertaken by Real Opinions highlights that there is enthusiasm for behavioural targeting and concern over privacy issues in almost equal measure. Consumers appear to appreciate efforts to provide them with more relevant content, but don’t want to control access to their personal information and behaviours online. The survey found that 60% of Internet users in the UAE favoured behavioural targeting for customised advertising and Internet content over less targeted means. However, 76% of UAE Internet users would prefer that behavioural data was only collected with their express permission, given in advance. In the fullness of time, it’s likely that users will have access to more and more tools to control their level of privacy online. In the short term, the likelihood is that new technologies are going to offer opt-in/opt-out options for Internet users. In other words, you’ll need to choose whether to enjoy your cake today or save it for later.
Tags:advertising, behavioural targeting, consumers, Content, data, demographics, Facebook, Internet, Internet marketing, Internet users, marketing, online, Online marketing, privacy, UAE
Posted in Content, Facebook, Internet, Middle East marketing, Middle east, Newspapers, Online marketing, Publishing, social media, strategy | No Comments »
Monday, May 31st, 2010
You don't need a magic lamp either
To our delight, more and more Middle East brands are looking seriously at using social media in their communications and making efforts to plan, structure and invest in strategic activities. It’s no secret that Spot On PR is a big fan of social media and actively recommends that all organisations pay attention to the irreversible changes that social media are bringing to business communications. However, no two companies are the same and we have no ready-made proposals for what social media tactics organisations should use and we would caution company’s against trying to copycat as an alternative to proper planning, particularly if your organisation is a large one. Learning from others social media efforts can be extremely valuable, but not as a replacement for having your own strategy. Equally, beware of one-size-fits-all social media campaign solutions. Here are some common social media myths that are worth being aware of.
1. Social media is cheap.
It certainly can be, but as with many things in life and business, you get out of social media what you put into it. Low budget, low effort social media campaigns have their place, but success usually means more audience engagement and more engagement means that more management and resources are required. Scale is obviously a key factor in influencing costs if you already have a large audience online, don’t expect an intern with a new Twitter profile to be the best way of managing conversations, enquiries and complaints: you’re going to need to have a system in place.
2.You have to be on Facebook!
There are lots of good reasons why it might make perfect sense for your organisation to have a Facebook fan page. However, bear in mind that Facebook is littered with the inactive pages of companies that started a Facebook page because everyone else did. If you can’t think of a good reason why your customers would sign-up for your Facebook page, or what you could post on it beyond company press releases then your brand may be better off without one.
3.You have to be on ‘X’ (where X is a social media platform).
Social media platforms will come and go. Whether they make sense for your business will depend on whether your brand can engage effectively with relevant audiences on them or not. Finding out where your key audiences spend time online is a good first step for any campaign.
4. More connections = more success.
This is obviously partly true, but there are limited returns in investing in indiscriminately increasing the number of social media connections that your brand has. There are many ways of enticing social media users to connect or sign-up for pages, but real engagement is about how audiences interact with you, not passively remain connected to a page or profile they never visit. Focus on making the connections that matter.
5. You have to be ‘cool’.
Of course, everyone likes a cool brand. However, if you’re providing a business-to-business product or service, don’t expect teenage SMS-style messages to resonate with your target audiences. Communicate with your brand’s stakeholders in the way that they expected to be communicated with. Don’t translate all your communications into SMS, MSN or Twitterese!
6.You can automate everything.
Beware of “experts” telling you how to automate your whole social media campaign. Plans are good. Social media tools are good. Any tools to help with content management are good. Frameworks and policy documents are good. And you will find some time-saving practices. However, at the end of the day, people respond best when communicated with personally. If your customers, partners and other important audiences expect to communicate with a real person, don’t give them an RSS feed that SPAMs them thirty times a day instead. If you’re not continuously in dialogue (versus simply broadcasting your messages), then you’ve sort of missed the whole point of social media.
7.You have to have a blog.
A blog is a communications tool like any other. Blogs can be very useful and a provide a cost effective way of publishing information and getting feedback. However, not every business has the content or writing skills to maintain a blog to quality, and many businesses still need to cater for less Internet-savvy audiences that are more reliant on the press, broadcast media and email for their information. Invest your social media efforts where you’re going to be able to drive the best results. If a blog makes the most sense from a content, audience and a resource point of view, then blog away!
8. Social media campaigns replace advertising.
For sure, the open access to information, viral nature and sharing capabilities of social media are forcing significant changes on the world of advertising. Advertising is having to shift its focus from broadcasting brand messages to creating platforms for dialogue with consumers. However, let’s not throw the baby out with the bathwater here! Don’t mistake resistance to advertising for resistance to irrelevant advertising. Social media hasn’t replaced email marketing either, but you’re only going to get an increasing tide of negativity if you insist on spamming your audience over and over in an effort to increase your email response rates.
9. If you have budget, you don’t need to do it yourself.
Agencies can play a pivotal role in helping your brand leverage social media platforms within the scope of your brand’s communications (but then I would say that, wouldn’t I!). By their very nature agencies gain insights into how different campaigns are implemented for different clients and so can provide useful third party advice for brands planning campaigns. Your agency should be able to help you plan, focus and manage your social media activities for maximum returns, but subcontracting the running of your social media profiles, blogs and other social media tools to your agency in their entirety is a short term fix at best. Your customers think they’re connecting with you, not your agency. Even if your campaign is heavily agency-assisted, plan on being directly involved day-t0-day.
10. It’s not all about “the conversation”.
Thanks to the Cornwall SEO blog for this one. Taking your brand onto social media should take place within a pre-defined framework that allows your brand to both promote itself and take part in conversations with key audiences. Being part of “the conversation” on any social media platform, knowing how to engage other users and being, well, social is a pre-requisite. However, being part of the conversation probably isn’t your most important objective. So, while you’re tracking your followers, conversations and social media engagement metrics, try to remember your original objectives. How many people have you reached? How many sales leads have you generated? How many customers have you engaged with? How many customer service issues have you solved? How many new visits did you drive to your website? That was the whole point, right?
Useful links (external)
Social Media Myth No. 1 “It’s about the conversation” (Cornwall SEO Blog)
Debunking Five Social Media Myths (Socialmediatoday)
4 Myths About Social Media and Business (Mashable)
Want to read more?
If you liked reading this post about social media campaigns, you might also like:
Are you engaging with the right fans? (May 2010)
The coolest agency in the world (February 2010)
Social media measurement (November 2009)
Social media isn’t socialist media (November 2009)
Social media takes time (November 2009)
Tags:advertising, agencies, blogging, blogs, Carrington Malin, communications, Content, conversations, CRM, customer service, direct marketing, email, Facebook, Internet, marketing, marketing communications, myths, online, planning, public relations, social media, social networking, strategy, Twitter
Posted in CRM, Content, Customer care, Customers, Facebook, General, Internet, Measurement, Middle East marketing, Middle east, Online marketing, SEO, Twitter, brand marketing, public relations, social media, strategy | No Comments »
Tuesday, May 25th, 2010
Does this mean the death of newspapers? Not quite...
The seventeen countries we included in the Middle East and Northern Africa Facebook Demographics study have widely varied news media: some, like the UAE, have strong English news components while others, like North Africa, have strong French language daily and weekly news media. When you look at the penetration of newspapers per capita in the region there are some odd anomalies that show some very different reading habits – almost a million newspapers are sold in the UAE to a population of some 5 million people, while Saudi Arabia consumes just under 1.5 million daily newspapers with a population of 28 million.
But one thing stood out for us when we looked at regional newspaper distribution with our Facebook survey in mind: today, more people are on Facebook across the region than buy newspapers.
So what?
So what? They’re both totally different media, aren’t they? We don’t get pages and pages of news from Facebook and newspapers don’t tell us what our friends are thinking and doing.
Well, yes. But consider this. If I, as an advertiser, marketer or professional communicator, want to reach a regional audience, instantly and with guaranteed reach across the MENA region – can I do that using newspapers? Perhaps yes, if I was prepared to advertise in, and try to solicit coverage in, 144 Arabic newspaper, 29 English newspapers and something like 25 French ones. You also have the additional problem of selecting consumers. If I want to advertise to, or promote to, housewives in their 30s with two kids and good household incomes, why would I want to talk to millions of newspaper readers who don’t fit that demographic?
Of course, online advertising and promotion can be much more targeted than that – using content to attract consumers (the right content, of course, attracting the right consumer) and using context to ensure that I put my message in front of the right people at the right time, I can use a regional platform that has the punch of every single newspaper in the region, the ability to target within that audience. Let’s not forget, with online advertising I ideally only pay for results – it’s pay per click. I also would pay to generate content that attracts my target audience and I would have to fund the time my staff give to interacting with consumers. That is likely to be a tiny fraction of the cost of advertising in over 200 newspapers.
But Facebook isn’t about news, is it?
But the comparison doesn’t work because Facebook isn’t about news, surely? Well, that’s a great point. But we can’t say where the future’s taking us. Facebook is drawing in new features, the latest set of which (the ‘like’ button and its kin) bring powerfully Twitter-like features to Facebook, allowing people to ‘feed’ content through Facebook. This adds the powerful ‘discovery’ aspect of Internet usage to Facebook – people can share content and there’s every possibility that stronger offerings based around content sharing using Facebook as a platform will come in the future. But by that time, the landgrab will be over – and the newspapers will still be wondering what hit them and where it came from.
It’s also worth considering that Facebook is just one of a number of online platforms that are coming together to provide powerful information resources. We Google when we want to find information, use Twitter (and, increasingly Facebook), Digg or other tools to ‘discover’ information – either links to interesting stories our friends share or raw news being Tweeted and Twitpicced, posted up on Youtube or hosted on Flickr or Panoramio by eyewitnesses and we use RSS feeders to keep in touch with the blogs, websites and other news resources we’re interested in.
In this environment, we’re creating our own news feeds and resources. Our own newspapers – we no longer need an editor to serve up a dish of the news and content that will suit a median of a readership of thousands of ‘averaged’ readers. In the brave new world, each reader selects the information sources he or she is interested in rather than scanning the headlines of a newspaper for the stories that interest them.
In short, the strong adoption of online media in the Middle East is starting to build a compelling case for money to shift from print to online properties.
And that’s why comparing Facebook to print newspaper sales makes perfect sense to us.
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You can find Spot On PR on Facebook here: http://www.facebook.com/spotonpr
Download the press release (English, Word doc)
Download the press release (Arabic, Word doc)
Want to read more?
You can read our original blog post about May 2010’s MENA Facebook Demographics and download the full report here:
15 Million MENA Facebook Users – Report (May 2010)
Tags:Algeria, Arab, Arab World, Bahrain, Carrington Malin, Egypt, Facebook, Internet, Iraq, Jordan, Kuwait, Lebanon, Libya, marketing social networking, Maroc, MENA, Middle east, Morocco, North Africa, Oman, online, Palestine, Qatar, Saudi, Saudi Arabia, social media, Syria, Tunisia, UAE, United Arab Emirates, Yemen
Posted in Content, Disintermediation, Facebook, General, Internet, Middle East marketing, Middle east, Newspapers, Online marketing, Publishing, public relations, social media | No Comments »
Monday, May 24th, 2010
Scroll down the page for survey download links
Summary
Facebook has become a force to be reckoned with in the Middle East and North Africa and the platform can now claim 15 million users as of May 2010. Whilst Facebook saw strong early growth in 2008/2009 from English and French speaking users across the region, Facebook’s decision to add an Arabic interface in March 2009 has opened up access to a whole new demographic of Internet users and added 3.5 million Arabic users over the past year. Egypt and Saudi Arabia’s Facebook communities have seen the strongest growth among Arabic users during the past year with each adding 1.1 million Arabic language interface users. We soon expect the number of Arabic language Facebook users in Saudi to surpass the number of English users.
However, with the strong expectation that the weight of numbers will move from English language users to Arabic language users in a number of key MENA Facebook markets, today’s reality is that just 23% of users across the region use Facebook’s Arabic interface. So, those seeking to make the most of the Facebook platform are advised to keep up-to-date with its changing demographics.
Here are some of the key Facebook statistics covered in this report:
— There are now 15 million Facebook users in the Middle East & North Africa (this figure excludes Iran, Israel, Pakistan and Turkey).
— MENA’s top five Facebook country markets, Egypt, Morocco, Tunisia, Saudi Arabia and the United Arab Emirates, account for 70% of all users in the region.
— 50% of MENA Facebook users have selected their primary language for using Facebook as English, with 25% preferring French and just 23% Arabic.
— Only 37% of Facebook users in MENA are female (compared with 56% in the USA and 52% in the UK). Only Bahrain and Lebanon Facebook communities approach gender equality with female users accounting for about 44% of total users.
— The GCC has five million Facebook users, which Saudi Arabia and the UAE representing 45% and 31% of that total respectively.
— North Africa has 7.7 million Facebook users, with Egypt accounting for 3.4 million users (or 44% of all North Africa users). Egypt has the largest Facebook community in MENA.
— Francophone countries Algeria, Morocco and Tunisia together account for 3.7 million French speaking Facebook users, equivalent to nearly 25% of all MENA users.
— Algeria, Egypt, Jordan, Lebanon, Morocco, Palestine, Tunisia and Yemen all have Facebook communities with more than 50% of users below the age of 25 years old.
— The UAE has the oldest Facebook community in MENA with 41% of users being over 30 years old, 28% being 25-29 years old and 31% being under 25 years old.
You can find Spot On PR on Facebook here: http://www.facebook.com/spotonpr
Survey Downloads
Middle East & North Africa Facebook Demographics (May 2010)
Facebook beats newspapers in MENA (Press Release, English)
Facebook beats newspapers in MENA (Press Release, Arabic)
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Middle East & North Africa Facebook Demographics by Spot On Public Relations is licensed under a Creative Commons Attribution-No Derivative Works 3.0 United States License.
Want to read more?
If you liked reading this post about Facebook statistics, you might also like:
Twitter & Customer Service Survey (March 2010)
Spot On PR’s MENA Twitter Demographics & User Habits Survey (2009)
Tags:Algeria, Arab, Arab World, Bahrain, Carrington Malin, Egypt, Facebook, Internet, Iraq, Jordan, Kuwait, Lebanon, Libya, marketing social networking, Maroc, MENA, Middle east, Morocco, North Africa, Oman, online, Palestine, Qatar, Saudi, Saudi Arabia, social media, Syria, Tunisia, UAE, United Arab Emirates, Yemen
Posted in Facebook, General, Internet, Middle East marketing, Middle east, Newspapers, Online marketing, social media | 3 Comments »
Tuesday, May 11th, 2010
Our use of online media platforms is providing a challenge in terms of how we ‘behave’ online compared to offline. Many people find that they are more outgoing online, that they go that little bit further than perhaps they would in a face to face situation. This is particularly true when anonymity is brought into play – people wearing a mask, believing they face no consequence for their actions, are capable of remarkable cruelty.
There is passionate debate over this – the issue of online freedoms is always brought to bear, but there are increasing calls for ‘something to be done’, with a number of recent tragic events promoting outraged editorials and calls for the platforms themselves to be held responsible.
This is obviously insanity – you can no more moderate the content being posted onto platforms such as Facebook and YouTube than you can count the stars. But what platforms can do is act quickly to remove dangerously offensive content. Where a moderated forum contains such content there is, of course, an onus on the forum to act much more quickly and take an early judgement call, even where leaving contentious or hurtful content up can be good for their page views (the life blood of forums). The penalty for not acting, in the UAE at least, could well be harsh – a local ‘e-magazine’ in the UAE found itself, literally, in the dock over comments made by its users.
So what can you do if that comment’s about you? The first thing to do is walk away, don’t get involved in a slanging match with a troll. It’s hard to resist, but it’s always better in the long run. If you’re lucky, other members of the community will weigh in to your defence. If you’re not already using a range of online platforms such as LinkedIn, Xing, Facebook, Twitter and others get going. Start a blog. But lay claim to your name online – remember, people Google people and you want them to find plenty of stuff about how simply amazing you are, not the comments of some raving drunk posting his views of your personality on a forum at midnight.
If the comments are actionable, dangerous or homicidal, you’ve got a good chance of having them taken down by the platform – all have some form of escalation path for complaint. If it’s a local or regional forum, you’ll be able to get faster action. If you don’t, brief a lawyer and let the forum know you’re doing that – they are likely, if judgements we have seen so far are anything to go by, held responsible in law (in the UAE at least).
This piece originally appeared as one of the chucklesomely named ‘A Moment with McNabb’ columns in Campaign Middle East magazine.
Tags:Alexander McNabb, anonymous, attack, blog, blogging, CampaignME, comment management, comments, forums, Internet, law, libel, online, social media
Posted in Disintermediation, General, Internet, Online marketing, public relations, social media | No Comments »
Monday, April 19th, 2010
Things are looking up for the online marketing community. Recent surveys and media reports widely credit the region’s online advertising spend to be growing fast and becoming increasingly important to more and more people. Although last year was a difficult one for many, some believe that this gave big advertisers pause for thought and time to re-look at where online marketing fits in with their overall spend. Meanwhile, the social media revolution that has forced many businesses in other parts of the world to rethink how they interact with customers seems to finally be making its presence felt in the region with Facebook’s user numbers in the Egypt, the UAE and Saudi Arabia rivaling traditional media audiences. The likes of Facebook, Google and Yahoo! have also all commented during the past year about the Arab world’s Internet coming of age and opening up opportunities for developers, advertisers, governments and others stakeholders across the region.
That’s the glass-is-half-full story.
The other half
The empty half of the glass is that the numbers of advertisers, developers, web ventures, educationalists and government departments using the Internet effectively in the Middle East is still remarkably small. Online marketers are all too often siloed in their own disciplines such as online advertising, website development, e-commerce and lately social media. Businesses very often see their online as a bolt-on to their traditional media campaigns and their website as an elaborate company brochure: and their view of the online world can be equally siloed. Sales might see the value in direct response from websites and email campaigns. Marketing may favour banner ads. Public relations may want to do social media, but marketing and IT are probably in disagreement over that. And customer service is often the elephant in the room, being largely ignored because online budget is owned by marketing.
Businesses across the region have been challenged over the past 20 years to reinvent themselves from being importers and sales agents to being marketing brands that are associated with providing customer value. Today the Internet is challenging Arab businesses to reinvent themselves again and become more open and more customer centric. The divide and rule school of business development no longer works, particularly on the Internet. With the arrival of Web 2.0 customers, non-customers and other key audiences can all be affected by the actions of marketing, sales, PR, customer service and technical support. Marketing can’t send an email to new contacts without existing clients knowing about it any more than customer service can expect customers who have had a bad brand experience not to talk to anyone. This calls for a much higher degree of planning and coordination of communications than Middle East businesses have been used to. And businesses are scared.
The good news: you don’t need to be a wizard
However, as with many new trends, much of the fear, uncertainty and doubt felt by business about Web 2.0 and Internet marketing is due to a lack of knowledge. Sadly, the online industry doesn’t help itself much here. Contrary to popular opinion, you don’t need to be a member of the magicians union to know what PPC, PPV, CTR or CPC are, you don’t need a special qualification to use Google Analytics and there’s no secret handshake required to become a social media marketer! In fact, your organisation probably already has much of the expertise required to plan, execute and manage a successful online communications campaign, because the central and most important consideration in this campaign should be your customers and other important key audiences.
Coming late to the party also has its benefits. Organisations across the region can now learn from a wealth of knowledge, example campaigns and online case studies from around the world whilst developing their own online campaigns. Furthermore, many brands, across many business sectors still have the opportunity to be first movers in developing online campaigns for their particular markets.
Introducing Digimedia.ME
Spot On PR is supporting a first-time conference next month called Digimedia.ME. The conference was born out of an idea to showcase and help explain the range of online communications disciplines to the business community. We’re excited about Digitmedia.ME, because a real effort has been made to rope in many different voices from the region’s online business community and the cost of attending has been kept very affordable, making it easy for business people to attend. So, if you want SEO, PPC, social media, email marketing, brand protection, online PR or brand monitoring demystified, we hope that you’ll join us there.
Spot On Public Relations is a supporting partner of Digimedia.ME 2010. Digimedia takes place in Dubai on 5th and 6th May 2010. See the Digimedia.ME website for more information: http://www.digimedia.me
Tags:Conference, cust, customer service, Customers, digimediame, digital, Dubai, Internet, marketing, MENA, Middle east, online, online advertising, Online marketing, social media, Spot On PR, UAE
Posted in CRM, Customer care, Customers, General, Internet, Middle East marketing, Middle east, Online marketing, SEO, brand marketing, competition, public relations, social media, strategy | 1 Comment »
2010 Spot On Public Relations
Night of the anonyhaters
Tuesday, May 11th, 2010There is passionate debate over this – the issue of online freedoms is always brought to bear, but there are increasing calls for ‘something to be done’, with a number of recent tragic events promoting outraged editorials and calls for the platforms themselves to be held responsible.
This is obviously insanity – you can no more moderate the content being posted onto platforms such as Facebook and YouTube than you can count the stars. But what platforms can do is act quickly to remove dangerously offensive content. Where a moderated forum contains such content there is, of course, an onus on the forum to act much more quickly and take an early judgement call, even where leaving contentious or hurtful content up can be good for their page views (the life blood of forums). The penalty for not acting, in the UAE at least, could well be harsh – a local ‘e-magazine’ in the UAE found itself, literally, in the dock over comments made by its users.
So what can you do if that comment’s about you? The first thing to do is walk away, don’t get involved in a slanging match with a troll. It’s hard to resist, but it’s always better in the long run. If you’re lucky, other members of the community will weigh in to your defence. If you’re not already using a range of online platforms such as LinkedIn, Xing, Facebook, Twitter and others get going. Start a blog. But lay claim to your name online – remember, people Google people and you want them to find plenty of stuff about how simply amazing you are, not the comments of some raving drunk posting his views of your personality on a forum at midnight.
If the comments are actionable, dangerous or homicidal, you’ve got a good chance of having them taken down by the platform – all have some form of escalation path for complaint. If it’s a local or regional forum, you’ll be able to get faster action. If you don’t, brief a lawyer and let the forum know you’re doing that – they are likely, if judgements we have seen so far are anything to go by, held responsible in law (in the UAE at least).
This piece originally appeared as one of the chucklesomely named ‘A Moment with McNabb’ columns in Campaign Middle East magazine.
Tags:Alexander McNabb, anonymous, attack, blog, blogging, CampaignME, comment management, comments, forums, Internet, law, libel, online, social media
Posted in Disintermediation, General, Internet, Online marketing, public relations, social media | No Comments »