Part 2 : Operational Social Media Marketing
PART II
Operational social media marketing
The introductions to each chapter ...
Chpt 8 Introduction
It reflects the rather confusing state of social media definitions that I think it is worth while me starting this section of the book by reiterating that throughout social media - and writing about it - there is little to help with offering finite definitions for the various element and practices within it. I have decided to make informed decisions with regard to which chapters I include the assortment of platforms. I can put forward valid arguments for my choices in this regard, but I also fully appreciate that not everyone shares my opinions. If that is the case it should not be a concern in either the study or practice of the various elements. Ultimately, an academic text must be divided into chapters, sections and subsections in order for it to make sense to the reader (imagine how difficult if would be to use as a study-aid if it were presented as a novel with only a series of nameless chapters and no sections or subsections). If you so wish, think of my various elements of social media marketing as chapters and sections that make the reading easier rather than definitions of those elements.
Chpt 9 Management and staff
Although this section is included in the operational section of the book, it does include some aspects that are strategic in nature. However, with regard to the subjects addressed here, they are inextricably linked - and so they are covered here in one section.
In my book Digital Marketing - a Practical Approach (2014) I emphasise how important it is that for any website to be effective it must have input from people with a variety skills - my so-called 'dream team'. The list of skills for the website dream team is extensive, being made up of programmers, graphic designers, usability experts, content writers, copy writers, search engine optimization specialists, sales staff, merchandisers and marketers. However, no dream team will be effective if its management is not addressed as a key component to social media marketing success.
Chpt 10 Viral Marketing and influencers
From a commercial perspective, the concept of word-of-mouth marketing is developed around the marketer putting out a marketing message and then encouraging, or persuading, people to pass that message on to other people. Preferably these will be people who are potential customers for the product, brand or organization. Customers might even be offered an inducement to do so - free or discounted products if a set number of 'friends' are introduced to a product which they subsequently purchase for example.
In the digital world, any word-of-mouth communication is likely to be transmitted via the Internet - and the most popular media for that is any or all of the social media platforms. If the digital marketers have done their job effectively, the marketing word-of-mouth message spreads from social media user to multiple other users - digital media allowing the message to spread like a virus. Hence, word-of-mouth marketing is now commonly referred to as viral marketing. That said, some authors and practitioners still refer to the practise as word-of-mouth marketing, though in this book I will treat them as - essentially - the same thing.
Chpt 11 Blogging
I'll preface this chapter by referring back to the previous chapter and making the point that it is, perhaps, within the blogging fraternity that influencers wield the most influence. Why is this the case? The answer lies within the content of the previous chapter, but by their very nature, bloggers tend to be honest and sincere in their reviews of products and services, talking about both negative and positive aspects of a brand, product or organization.
Although it is the likes of Facebook and Twitter that garner the most publicity, both of those media are limited in their ability to get across more than a fleeting message. As Brown and Fiorella say in their book Influence Marketing (2013); 'blogging offers the medium where a brand can be truly itself and offer the exact messaging for which it wants to be recognized and respected'.
Chpt 12 Consumer reviews
Like blogs, consumer reviews receive far less publicity than social media platforms such as Facebook and Twitter - but it is a reasonable argument that the most significant impact that the Internet has had on both consumers and sellers is in the way that it enables the general public to make public their own comments about products and services that they have experienced.
Chpt 13 Social networking and online communities
As I say in the preface of this book, I fall into the same trap as many others by using the likes of Facebook and Twitter as examples. This is because they are well known to the majority, if not all, readers.
One aspect of the concept we have come to know as social media is that it is difficult to differentiate its various elements - and making a distinction between social networking and online communities is perhaps the most difficult. Suffice to say that the digital marketer should concentrate on how to use all such sites rather than getting involved in pedantic definitions.
Chpt 14 Social sharing
As with the networking aspects of social media covered in the previous chapter, defining the various elements of social media is far from being an exact science - and so it is for social sharing. Social sharing is commonly described as the broadcasting of our thoughts and activities - which suits the concept of Twitter's short message format because marketers actively use the messaging site to communicate directly with their target audience. The informality of Twitter - and its immediacy - allows marketers to be perceived as real people rather than faceless brands, products or organizations.
Chpt 15 Social service and support
Although this chapter considers how social media can be used to provide service and support, there is little in the subject where the basics principles have not already been addressed in other sections of the book. Similarly, identifying which 'concept' practices belong to is problematic. This being the case, this subject can be broken into two elements - though the two are so inter-related that it is impossible to consider them to be different subjects (or chapters). Those two elements are proactive and reactive service and support.
Chpt 16 Real-time social media marketing
In the preface of this book I made the point that differentiating many of the elements of social media marketing was nigh on impossible - and this chapter is yet another example of this conundrum. The reasons for this are primarily that; (1) no new social media platforms are introduced, and (2) some might argue that the titular subject of this chapter is actually what social media marketing is all about. Nevertheless, I have decided this deserves its own chapter and readers should be aware that they will not understand the contents fully without reading the earlier chapters - for they lay the foundations of the practices covered in the following sections.
Real-time social media marketing, considers how the social media marketer can react to happenings in the 'outside' world to the benefit of the product, brand or organization they represent.
Chpt 17 Event social media marketing
It is the case that an event cannot be organised and delivered purely by social media - but its marketing could be. And social media can certainly be used to enhance the experience of the customer. Which takes us back to the argument I presented back in chapter one with regard to social media being used as customer service and therefore is part of the product they are buying? So how can social media be used in event management? Obviously, the actual answer depends very much on the type of event. However, there are four stages to consider.
1 Organising an event
2 Promoting an event
3 Enhancing the live experience
Chpt 18 Online public relations and reputation management
It is worth pointing out (1) why I decided to include the subject of public relations within a book on social media marketing, and (2) why in a book on social media marketing, I have widened the scope of this chapter to cover online public relations - that is, not limited to social media platforms. My reasoning for these issues is (1) it is becoming more and more the case that social media is the platform for public relations to be practiced, and (2) with the exception of a section on the corporate website, online public relations is practiced on almost entirely on social media.
Chpt 19 Advertising on social media
Some readers might consider that this chapter has no place in this book, the subject being advertising rather than social media marketing. And to some degree, I would endorse that view.
In my book Digital Marketing: a Practical Approach (2014), I have a chapter on social media marketing and a chapter on online advertising. In the latter, I cover advertising on all online platforms as one subject. This decision was based on the fact that the development, instigation and maintenance of any digital advertising strategy or campaign is best practiced as just that, ie advertising. The skill set required is that of advertising - and not, for example, social media or search engine marketing. In the same way as you would not expect an experienced advertiser to know how to develop a social media marketing strategy, why would an expert in social media (i.e. everything covered in the previous chapters of this book) also be an expert in the development of online adverts? Obviously, an effective online advertiser would need to have some knowledge of the platform in which the ad is featured (e.g. the different mind-set of a user visiting Facebook as opposed to the same person searching on Google), but this is related to advertising expertise, not social media expertise.
Chpt 20 Epilogue
This epilogue is included to remind you that effective marketing is holistic in nature. The concept of the marketing mix reinforces this, where each element is interdependent on the others.
CHAPTER 4 SEARCH ENGINE OPTIMIZATION
further reading ...
If you check the bio of the author of Comparing SEO to PPC you will see she is not new to search engine marketing - and so her opinion carries some weight. Note how the articles differentiates SEO from advertising on search engines ... just as I have done in this book - and as I have done since advertising on search engines started.
If you really want to get your head around how Google works, make yourself comfortable and read Google’s Search Quality Rating Guidelines.
These search commands for Google are useful for people searching on Google - but are included here as they can also help search engine optimizers in determining where keywords/search terms can be placed within a site.
Ignore the headline of Half Say Advertising is Important in the Buying Decision – top in the list of shopper’s important purchase information sources is search engines.
If you’re serious about understanding SEO We’ve crawled the web for 32 years: What’s changed? is a must read. Its author, Mike Grehan, worked from the North East of England in the early years of the web and we shared the stage at numerous events telling owners and managers about the Internet and how it was going to change business. From the same author, and also well worth a read is The origins of E-A-T: Page content, hyperlink analysis and usage data.
How Google Trends works is an interesting background on Google Search. Similar in nature in that it offers a background in how search engines developed is What we can learn from past and present Google algorithm updates.
The Open Secret of Google Search is an interesting read on the search giant.
The issue of Why you should invest in branded keywords even if your company ranks #1 on Google has folk who argue for both side of the debate – this one is in favour.
Around the time that the book was going to print a story that Google exec suggests Instagram and TikTok are eating into Google’s core products search and maps made the rounds of SEO commentators. One such response included some different types of search which might be used on social media, see - Nearly 40% of Gen Z prefers using TikTok and Instagram for search over Google. However, Millennials Are Increasingly Using Various Methods to Search for Things Online gives a wider, and more revealing. picture – note that there is no mention of ‘prefer’ as stated in the headline above. Are 40% of Gen Z shunning Google for TikTok? Not exactly is an update [Jan 2024] on the concept.
Personal research into this matches findings by others – we’re talking about ‘lifestyle’ searches only [e.g. “lively bar near me” or “how to apply X brand of makeup"], and mainly female users. I can appreciate that watching a series of short videos of local bars might be easier than reading about them. So - message to bars attracting younger clientele ... encourage customers to post videos on TitTok.
Google is trying to reinvent search — by being more than a search engine.
Just to show that SEO is ongoing - Google helpful content system update rolling out now (December 2022 update).
Welcome to the age of social SEO: how to maximize visibility on TikTok searches.
Google ranking signals: A complete breakdown of all confirmed, rumored and false factors.
ChatGPT has some roles to play for the digital marketer - perhaps the most common/useful will be in SEO, so here's An SEO’s guide to ChatGPT prompts and AI Chat and Keyword Research.
5 Website Performance Benchmarks from Q4 2022 offers some [slightly] different stats to the chart - on website traffic sources - shown in chapter 4, but the issues are generally the same. The 5 key issues are:
1. More Than 1 in Every 3 Sessions Encounters Friction
2. Page Load Speeds Impact Bounce Rates, Page Views
3. Mobile Widens Traffic Share Lead
4. Paid Search Traffic Converts Better Than Paid Social Traffic
5. Desktop Still Boasts Far Higher Conversion Rates Than Mobile
I've included Google releases March 2023 broad core update and Google removes several search ranking algorithm updates from its ranking systems page simply as a reminder that search engines change their algorithm on a regular basis.
Is click-through rate a valuable SEO metric?
I make it clear in the book that I consider SEO and PPC ads to be different things. SEO vs. PPC: Differences, pros, cons & an integrated approach offers a different view - although it also can be read as supporting my opinion.
Brand Visibility Is the New SEO ... caused by AI, apparently.
EXERCISE: Byron Sharp purports that ‘ ... paid search is not advertising (which has as its main job building mental availability). Search is like shelf space. It’s to improve purchase availability.’ Samuel Scott offers more detail, saying that ‘Display on retailer, broker, and review sites is the same as paid search. Paid and organic search are forms of distribution, not parts of promotional marketing communications. Basically, you are getting your product put on Google, Amazon, and others' store shelves like when you pay a store to put your juice in the juice aisle. Same for getting listed on sites like G2. This is fulfilling existing demand and having physical availability. Advertising is about creating more demand and having mental availability.’ Going back in time, when I first got involved in the use of the Internet for business purposes [in 1996] I was frequently asked where the new communication medium sat with regard to the 4Ps ... and I said it was part of distribution. My opinion wasn’t supported by many – any, even – but it seems I may have had a point.
What's your opinion on the views of myself, Sharp and Scott?
50% of product searches start on Amazon includes stuff from this and other chapters - well worth a read. Note that it's from the US, so the stat in the title might not apply to you.
Organic search could be the moat your brand needs is a kind-of strategic view of SEO using quirky analogies - in general, I agree with its basic premise, not least because it syncs with my opinion.
I'm not a fan of SWOT analysis ... just use the issues raised in SEO SWOT analysis: How to optimize where it counts as a kind-of to-do list.
Another example of why SEO is a full time job is Google to fix link report in Search Console. And another... Google releases August 2023 broad core update.
Why are publishers losing traffic from Google? is about online news - but much of is relevant to other kinds of website.
To understand the present and the future - take a look at the past ... Google’s Florida update: 20 years since the SEO ‘volcanic eruption’.
The AI-powered Google apocalypse is heading for your brand is from December 2023 ... who knows how true it will turn out to be?
Google confirms a search ranking bug where sites disappear from search results over the weekend is an example of what is a fairly common problem - if your website relies on search engines for visitors [and so, business] this can hit income.
The Periodic Table of SEO Elements has been around for a few years - this is the 2024 version.
A concern with using third parties - eg Google itself - for SEO purposes is that the third party can change its operating model ... Google is shutting down websites made with Business Profiles is one such example.
And the changes keep on coming ... Google releasing massive search quality enhancements in March 2024 core update and multiple spam updates.
Who Sends Traffic on the Web and How Much? New Research from Datos & SparkToro.
Consumers' online information sources - search remains top.
You can file Small review site lost 91% of its Google traffic to affiliate-focused SEO content under 'don't put all your eggs in one basket' - relying on Google is not a good strategy for a business.
6 unpopular SEO opinions you need to consider raises some interesting and accurate points. But here's a thing I allude to in the book. The first four points are much the same as I - and others - were teaching [or is that 'preaching'] back around 1997 ... that's before the author of the article left school.
The end of May 2024 saw big news about Google's algorithm HUGE Google Search document leak reveals inner workings of ranking algorithm, here's Google's reply ... Google responds to leak: Documentation lacks context - and Unpacking Google’s massive search documentation leak is a review of the happenings. Only time will tell how big a story this was.
As I allude to in the book, I think that knowing what is being searched for in this research is vital to make it relevant ... the what might dictate where the search is started, Also, note above the article which states that 50% of product searches start on Amazon - where does that fit into Almost Half of Gen Zers Opt for Social over Google for Search?
Is The Google Maps pin scam: A new Google Business Profile threat common? I doubt it - but I've included this article because keeping track of scams like it is an example of why SEO is a full time occupation.
Which Topics Are Gen Zers Searching for on Social Media?
In all aspects of digital marketing new terms come and go. I wonder GEO will stay the course, or disappear like so many others? See What is generative engine optimization (GEO)?
Again, it never stops ... Google August 2024 core update rollout is now complete.
Google updates crawl budget docs for large sites with differing mobile and desktop pages and links ...Google said it is best practice to have all links present on both mobile and desktop versions. I would ask; why on earth would you have different differing mobile and desktop pages and links? Maybe another example of non-marketers in marketing? [see chapter 3]
ThatLong-tail keywords: Target lower-competition phrases and attract qualified visitors has been published by [one of] the world's major SEO websites suggests that some folk are not aware of the issue. I and others were writing about it 25 years ago. Ho hum.
I've included How to fix the ‘Page with redirect’ error in Google Search Console simply as an[other] example of some of the stuff that competent SEOs need to know.
Another reminder that SEO doesn't stand still ... Google quietly updated the News and Discover manual action policies.
Although Google’s search market share drops below 90% for first time since 2015, it's still got 90% of the market so me talking about Google so much in the book is still valid.
Another example of the problem of [potentially] putting all your marketing eggs in one basket ... Google bug cause reviews to drop out of local listings.
59% of Americans click on brands they know in Google results: Survey ... also, nearly half of Americans trust organic results more than paid results and Google remains the most trusted source for information.
And again, again, it never stops ... Google March 2025 core update. And rules change as well ... Google Ads policy update.
In the book I mention the importance of E-A-T, 14 ways Google may evaluate E-A-T is a good guide … but it also shows that SEO isn’t as easy – or quick – as some folk would have you believe.
More on the subject ... E-A-T auditing: How to level up your credibility game
Naturally, just days after the book was published, this happened ... Google doubles up on E with updated search quality raters guidelines (E-E-A-T) - and here's another article, this one with more details ... How Google may identify and evaluate authors through E-E-A-T. And nearly a year later ... Debunking common Google E-E-A-T misconceptions.
The two parts of E-E-A-T Google hasn’t told you about.
Barry Schwartz's list of what is NOT a Google search ranking factor.
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ZERO-CLICK
[April 2023] There is a lot being said about AI-developed content and its impact on SEO - well here's my take. I think that impact will be on zero-click with searches producing more and more SE-developed content ... and that content will be produced by LLMs which will reproduce the content of websites. Furthermore, those websites' owners/publishers will not be compensated [via links] by the search engines.
In the book I suggest that Google was holding the zero-click percentage at around 50% - welllllll, I missed later data from the same researcher that proposed that figure upped it to 65% - around two thirds. In 2020, Two Thirds of Google Searches Ended Without a Click – although note that the research on which this was based does not include the CTR paid links to Google sites.
Google isn’t the only guilty platform to see the value of this strategy; see; Zero-Click Content: The Counter-intuitive Way to Succeed in a Platform-Native World.
More on zero clicks - with Google search study: 25.6% of desktop, 17.3% of mobile are zero-click offering some very different stats to those listed in the book. That said, the research seems to be a bit different. One thing about this research, however, is that the CTR on ads is less than 2%. That seems very low to me.
Nearly 60% of Google searches end without a click in 2024.
As per my comment at the beginning of this section ... 75% of Google AI Overview links come from top 12 organic rankings.
Ex-Google exec: Giving traffic to publishers ‘a necessary evil’ is an article on zero clicks which doesn't use the term.
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Another innovation from Google to keep you on Google - Google Maps adds new store location feature, Locator Plus, Reserve with Google integration, new analytics and more.
A Small Business Guide to Google My Business ... I think there is a reasonable argument that for many small businesses, this could be their web presence.
I’ve included the biggest mystery of Google’s algorithm: Everything ever said about clicks, CTR and bounce rate here as an example of how no one really knows how the Google algorithm works. As if it counts ... I’ve always thought that CTR counted, making it easier to stay in the top spot on a SERP than get to it.
Another version of How Important is The Top Search Result on Google? to the chart shown in the book.
Nothing that's really new in 16 reasons why your page isn’t ranking on Google but it's always good to have a list.
Keyword Research for Product Content
The Search Before the Search: Keyword Foraging.
I’ve put How to do a competitive analysis for local SEO in this section [where local search is covered] but it is relevant to other sections also.
What do you think the Most Searched Consumer Brands in the world in 2022 are? I’m not surprised [I’ve been around a while] but the why still amazes me.
The case of the stealth Google-bomb is about the role of domain names in SEO. You should know most of it if you're to work in SEO. It also kind-of confirms the value of keywords. Find out more about domain names.
YouTube SEO: How to find the best traffic-generating keywords.
Yes, SEO Keywords Remain Important.
SEO: Targeting the Long Tail for More Sales.
Here's a nice - and simply - tip SEO Signals from SERPs.
What Is SEO Writing? How to Be a Better SEO Writer is included in this section as its focus is SEO. However, although it is a reasonable guide to the practice, the article could also be in the section on developing website content and also content marketing. It also offers an insight into the skills, time and application required to get the job right.
I could have put How to attract your ideal customers with quality content in the later chapter on website development, but as it has a SEO focus, I’ve included it here.
Google doesn’t want your AI-generated SEO spam content.
Given the nature of much of this site [this page, for example] Outgoing links: Are they beneficial for your site or not? is something I've taken notice of over the years.
SEO content writing vs. content writing: The key difference.
An SEO’s guide to understanding large language models (LLMs).
This was true in 1996 ... seems it's still true now - 85% of titles feature keywords in Positions 1-5 of Google.
I think this issue - Does HTML structure matter for SEO? - is more important than many folk realise. One thing not covered in this article is that the search engines dislike pages that don't adapt for mobile devices. I found this out for this site and had to accept a PC format I didn't really to meet the mobile requiement.
How to audit your site’s backlink profile Auditing your backlinks is a process that should be part of your regular SEO routine. Here's a guide on how to do it.
I've included How to outsource link building: Benefits and tips to follow not just for the advice it contains, but as another example of the specialized jobs that are out there.
Links are not a top 3 Google Search ranking factor, says Gary Illyes ... 'I think they are important, but I think people overestimate the importance of links'.
Does guest blogging still work for SEO? Pros ... cons and best practices.
SNIPPET
Smile please - Colgate's oral health website
I’m not sure which section using the amazon search engine as marketing belongs in – but as Google may well pick up the Amazon listing, I’ve put it here. Obviously, it’s not for everyone, but for some it could be a really good idea.
Here are a few articles on links that are a bit old - but they will tell you all you need to know. If you take the time to read them all you will come to appreciate that not only is serious link building a strategic concern, but it is very time consuming. However, on the strategic side of things, you will note that some of the suggestions go beyond link building eg developing a competition on your website to encourage links - the competition itself might be considered as a marketing tactic in its own right. In other words, SEO should be a key aspect of the organization's marketing strategy. 50+ More Things Every Link Builder Should Know, 4 Ways to Wash Away The Link Building Hate, 5 Pieces Of Content: 25 Link Ideas, Link to my awesome content, please!, How To Attract Killer Links For E-Commerce Sites and 10 Questions To Ask When Creating A Link Building Campaign does answer some of the basic questions on the issue, and so is useful - however, some of it does seem just a bit creepy to me. Not sure it's the type of job I would enjoy doing every day :)
How to gain value from broken backlinks is perhaps for more serious SEO - but it shows that effective SEO is a full time occupation.
I have to say that I didn't realise this was so big a thing ...‘Link in bio’ platforms: Which is best for SEO?
GO ONLINE *page 91*
Two of the best SEO guides are Search Engine Land‘s Guide to SEO and Ahrefs’ The Beginner’s Guide to SEO.
Enterprise SEO: Lessons from 20 years in the trenches
I’ve put
9 roadblocks to SEO success here rather than in earlier sections because, effectively, it is about strategic SEO.
How to manage and edit your Google Business Profile from Google search.
1 million URLs: How to pivot your SEO strategy when you reach enterprise level
11 enterprise SEO challenges and solutions
How to plan and budget for enterprise SEO
I didn’t mention Negative SEO in the book, but it deserves a mention. I’ve put it in this section as although all websites are susceptible to it, only major websites are likely to be victims. 6 types of negative SEO to watch out for explains what it’s all about and Negative SEO Disavow Lists lets you know the basics.
How one company’s rebrand and domain name change led to SEO disaster details how getting this wrong can mean the end of a business - but in this example the organization failed to follow advice and guides that have been around since the turn of the century.
How to choose an enterprise SEO platform - what you need to know in choosing the right enterprise SEO platform.
7 tips to turn Google’s Search Essentials into strategy covers the key issues.
I could have put SEO and website design: How to build search engine-friendly sites pretty much anywhere on this page - but it's most relevant here.
Beyond SEO: Embracing the future of organic search optimization.
10 simple steps to analyze your brand SERP and build an effective digital strategy is very good ... but remember it is for a brand name - not all key words [though some of the tips could apply to general keyword issues].
Cross-border SEO for Same-language Sites.
I've put How to fix a huge traffic drop after rebranding here as I think
re-branding comes under 'enterprise SEO' ;-)