Debunking Social Media Myths: Facebook and Twitter Strategies

Social media has created a new era of transparency and engagement in marketing. In this world of “Like” and “Follow” buttons, companies now need to create a personality that extends beyond the notion of a faceless corporation and more so towards the status of a friend or acquaintance. This new era provides companies the opportunity to be leaders in their fields through directed conversations and thoughtful interactions with customers.

David and I celebrating Social Media Day 2011 in Palo Alto, CA. We proudly put our company culture on display.

David Harstein suggests a company can actually capitalize on the intimate setting of Facebook to display a more personal side to its organization. Don’t be afraid to show off employees both at the office and out at company functions. While an individual on Twitter might follow a company due to its authority in a certain niche or to receive important news updates, someone on Facebook “Likes” a company because he or she feels connected in some way with that brand (even if at times this connection is for superficial circumstances such as a promotion.) 

Do you feel more connected to a brand over Facebook, Twitter or neither?


11 thoughts on “Debunking Social Media Myths: Facebook and Twitter Strategies

  1. Definitely feel more engaged with brands on Twitter. If a brand interacts with me on Twitter, that’s really cool. If a brand posted on my Facebook wall, I’d be freaked out. That’s *too* personal.

  2. Hey Grady,Thanks for your input. I agree wall-posting on Facebook by brands would be a bit odd. I was referring more to a connection via a brand’s Facebook Page. I feel like the layout of Facebook Pages lends itself to more of a brand-customer connection. Out of curiosity, in what ways do you feel more engaged with a brand on Twitter? Love to hear more of your input on the subject.

  3. This is exactly how I feel, both personally and professionally. Content has to be appropriate to the channel to be most effective. I had to unlike a celebrity chef because all of his Facebook posts were coming from Twitter. Nobody wants to seeTwitterese and parts of conversations (ten times a day!) all over Facebook. I also think both can be personal, just in different ways.

  4. @ScribeOnFire:Thanks for your contribution to the post. I’m sure it was frustrating to see that chef clutter up your newsfeed :). Can you comment as to the ways in which you find each network "personal"? Love to hear what you have to say.

  5. In my experience, Facebook allows for longer, more thoughtful give and take creating a stronger sense of personal connectedness which can be very beneficial for most businesses. Your customer feels like you actually invest some time in him/her. Twitter, on the other hand, can offer a direct, concise response to a customer in need which may not create deep connection, but makes him/her feel like the center of your attention – a very personal place to be. For me, the key is to really listen to your customers and respond appropriately (however/wherever that might be) which is at the heart of all good relationships, online and not.

  6. @ScribeOnFire:Thanks for the follow-up. I definitely agree that each network can be used to offer the customer a different sense of feeling special and connected. Glad you already understand this difference because it seems so many businesses still do not have a firm grasp on this concept.

  7. Thanks for the post. A good reminder as to how Facebook and Twitter are different.I think I’ve found that Facebook offers a better site for multiple comments and conversations leading to stronger relationships, as you mentioned in the article. I like Twitter, but I agree that I find it better for finding information or quick updates on people, businesses, etc.We’ll see how Google+ evolves and/or changes the dynamics of social conversations.Thanks again!Greg

  8. Thanks for the reminder about the differences in Facebook vs. Twitter.As you mention in the article, I do agree that there can be more sustained conversations and relationships developed on Facebook. I like Twitter but I do tend to use it more to get quick news updates on people, places, etc.Thanks again,Greg

  9. Hey Greg,Thanks for the input. I’m equally excited to see how Google+ for businesses will be changing social media marketing schemes. I think it’ll be interesting to see how Google+ and it’s users will incorporate businesses. Will circles for only "businesses" and "brands" be created? Or might users feel more of a connection to businesses on G+ and resort to adding them to Friend or Follower circles. Love to hear your thoughts on what you are looking forward to.

  10. I also feel that Twitter is more for quick updates from brands and people. Facebook can give a brand the ability to present itself in a different way than on its corporate website. It gives the brand a more human face. But I also agree that it can be experienced as akward and too close. My problem with brands on Twitter is thay it gives only few interactions with the customers via their webcare accounts.

  11. Arjan,Thanks for your insight. I agree that it some interaction on Facebook with brands can be awkward but over time I hope it won’t be that way. As for Twitter, many brands use their accounts for customer care but I feel we are also seeing many more brands adopting content strategies to engage followers and direct conversations about their brand and niches.

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