Social media in business

for teachers
Social media in business
(written for learners of English)
for learners

‘Social Media’. When you hear this phrase, what do you think of?
Your first thought is probably Facebook and Twitter: the first to
interact with friends and the second to discover interesting
content and read comments on the news.
But do you understand the many other roles of ‘social’ (as it is
called by professionals), and how it all works as part of a
company’s marketing strategy?
This slideshow will help you to understand social media in a
business context, and includes discussion topics and some key
vocabulary for learners of English at the end.
for teachers for learners

History and Definitions.
Seth Godin, the guru of contemporary marketing and
thought leader for start-up entrepreneurs, published
Permission Marketing in 1999 (revised 2007).
I recommend his daily blog – short posts about everything from small business
marketing to human psychology. http://sethgodin.typepad.com/

Permission Marketing introduction on Amazon:
“Traditional advertising is based on taking our attention away from whatever
we are doing. This is Interruption Marketing.
Instead of annoying potential customers by interrupting their most precious
commodity, time, Permission Marketing offers consumers incentives to
voluntarily accept advertising. By reaching out to only those individuals who
have expressed an interest in learning more about a product, Permission
Marketing enables companies to develop long-term relationships with
customers, create trust, build brand awareness, and greatly improve the
chances of making a sale.”

These ideas were picked up by an internet marketing company called Hubspot.
Their CEO and co-founder, Brian Halligan, coined another similar term in 2005, Inbound
Marketing. This term is now in general use, and the diagram below comes from Hubspot.

SEO – search engine optimization,
i.e. getting your website near the
top of the first page of Google.
Marketing Analytics e.g. using Google
Analytics and data from social media to
get a profile of people at every stage of
the marketing funnel; using A-B testing
(aka split testing).
Marketing automation e.g. sending out
a series of targeted emails to people who
subscribe to your list, or using data from
people’s search results to target them
with relevant banner ads on web pages.
Social Media – sharing, discussing, networking
and publishing. Across all devices.

SEO – search engine optimization,
i.e. getting your website near the
top of the first page of Google.
Marketing Analytics e.g. using Google
Analytics and data from social media to
get a profile of people at every stage of
the marketing funnel; using A-B testing
(aka split testing).
Social Media – sharing, discussing, networking
and publishing. Across all devices.
Email & Lead Nurturing – targeting your
email subscribers and SM leads with
content and offers to move them down the
funnel (from site visitor to repeat visitor to
email subscriber to looking at products and
offers to customer to repeat customer).
Landing Pages – having specific pages of
your website for when people land from
specific referring sites (eg you click
through to a specific landing page from
a particular FB promotion).
Content Creation – blog posts, videos,
PDFs (eBooks), webinars, infographics,
etc. All free and designed to make you
into a repeat visitor, and word-of-mouth
referrer, to the company website.
Marketing automation e.g. sending out
a series of targeted emails to people who
subscribe to your list, or using data from
people’s search results to target them
with relevant banner ads on web pages.

Let’s look at the areas of Inbound Marketing in the diagram,
starting with content creation.
‘Content’ means:
• A blog on your website with regular new
posts.
• Longer articles, either to be read on the site
or available as a PDF eBook to download.
• Videos: promotional videos that you hope
will go viral; videos introducing the product
or explaining how to use it; etc.
• Infographics.
• Slideshows.
• Podcasts.
• Funny or interesting images,
photos, cartoons, quotes, etc.
• Industry white papers, perhaps
with original research (for B2B).

Having created the content, you have to share it on social media.
But what exactly is social media?
Fred Cavazza has a blog (www.fredcavazza.net) where he makes a
diagram every year to summarize the current state of social
media. He calls it his Social Media Landscape.
We’ll begin with his images for 2008 and 2012, and then look at
the most recent image for 2015. The quotes at the side of the
images come from his accompanying text.

Social Media Landscape 2008.
“The main characteristic of social
media is audience fragmentation. Your
brand does not belong to you
anymore, it only exists in customers’
minds, which are massively present in
blogs, forums, wikis, social networks …
That is why it is important to name a
social media champion within your
organization.”

“Three major players can be found
in the central circle. Regarding
competition between these three,
I don’t believe one can eat the two
others, since each one has a
distinct orientation: Twitter for
content discovery, Google+ to
manage your online identity and
Facebook to interact with your
friends.”

“Out: Google+. They launched their
social platform years after
Facebook, Twitter and never really
caught up. It officially splits into
Photos and Streams.
In: Meerkat and Periscope (live
video streaming); Imgur and Giphy
(images and GIFs); Yammer and
Slack (professional social
networking for communication and
collaboration).”
“Facebook and Twitter allow users
to fulfil each of the four main social
usages.
At the center we also find mobile
applications like WhatsApp,
WeChat, Hangouts, Viber, Tango,
Kik and Snapchat where ‘simple’
communication tools have evolved
to try to be the digital Swiss knife
in your pocket. They allow users to
do various tasks from ordering a
taxi, to playing games, to reading
articles, to exchanging money with
friends, to shopping online.”

Here’s another way to look at social media, taken from the Hootsuite blog. Can you think of any area that is
missing? Maybe instant messaging (Whatsapp)? And video calling (Skype, Hangouts, Facetime)?
http://blog.hootsuite.com/types-of-social-media/
LinkedIn Groups; FB Groups;
communities for specific
interests and hobbies
Facebook, Twitter,
LinkedIn
Instagram, YouTube, Snapchat
TripAdvisor, Yelp,
Airbnb, Uber
Quora, Digg
Tumblr, Wordpress
Pinterest, ScoopIt,
StumbleUpon
Buy buttons on platforms like
FB, Twitter and Pinterest;
specialized sites like Etsy

So, picking up the story of Inbound Marketing strategy … we want to post our interesting website
CONTENT to SOCIAL MEDIA where it can be shared with others.
How do we actually post? Professional marketers don’t just log in to FB and post. They use tools
(such as Hootsuite or Buffer or SocialOomph) that allow you to:

So, picking up the story of Inbound Marketing strategy … we want to post our interesting website
CONTENT to SOCIAL MEDIA where it can be shared with others.
How do we actually post? Professional marketers don’t just log in to FB and post. They use tools
(such as Hootsuite or Buffer or SocialOomph) that allow you to:
• set up your various SM channels (Twitter, FB, LI, YouTube, Instagram, etc)
• schedule posts for particular times and days
• get analytics on how well your efforts are being received
• monitor streams such as mentions, lists, favourites, hashtags, competitors’ feeds
• monitor keywords (such as your brand name - to see what people are saying)
• get suggestions for content
• find quality people to follow, in the hope that they follow you back

Before continuing we need a new term: CTA, which stands for Call To Action. The CTA is
a button that appears on a website or on SM. You click the CTA to take the action you
want, which may involve going to a web page first. Here are some examples of CTAs:
On the next slide is an example of how to set up a CTA for Twitter. It is taken from the
Twitter account of my site for learners www.BEhereBEthere.com.

Preview of the tweet
text here, the image
under the tweet here,
the CTA here, and a
general headline for
the card here.
This is the area of Twitter where I can design a Card (i.e. image) to appear under
my tweet. Look first at the Preview on the right (how the finished card will look).
for teachers

Now look at the left hand area where I define the various elements of the card.
Here I can change the ‘image’
(in this case an A/B telephone
dialogue but usually a photo).
Here I enter the URL that you
reach when you click the CTA.
Here I enter the ‘headline’
that appears next to the CTA.
Here I choose a CTA. The pull-down
menu gives me other choices like
Read More, Shop Now, Play Now,
Order Online, etc.
for teachers

Okay. I’ve designed my tweet, and added an image. What do I do next?
Well, if I’m a private individual I just tweet. It will then appear on the screen of any
of my followers who happen to be logged in. In their timeline (‘the Twitter firehose’)
it whizzes past. A few followers may read it, and a few of those may engage with the
tweet by replying, or clicking on a link inside the tweet, or favoriting it, or retweeting
it to their followers.
Some of the retweets may reach people who are not currently following me, and
they will now decide to do so.
That’s Twitter (mostly).

For a business, this is completely hopeless. They need as large an audience, and as
targeted an audience, as possible. What happens is very simple. The company pays
for a ‘promoted tweet’ that stays at the top of the stream of tweets (it doesn’t just
whizz by), and reaches people who are not currently followers of the business.

Here is an example of a promoted tweet. It’s a
screenshot from my smartphone.
The tweet at the top is a normal (non-promoted)
retweet, and will have come initially from
someone I follow.
Below it is a promoted tweet from Amazon. I don’t
currently follow Amazon on Twitter, and they want
me to. So they try to persuade me. This promoted
tweet will stay at the top of my timeline for some
time.
Notice the word
‘Promoted’.
The CTA.
for teachers
age of
tweet

And now you are going to see the power of social media.
Because Amazon (or any company) can target who sees their
promoted tweet with extraordinary precision.
As an example, I will show you how I would create a promoted
tweet for my own account BEhereBEthere.
Here are some screenshots from my Twitter account that show
how I can define the audience who will see this tweet …

I can select in whose
timeline my promoted
tweet appears:
• country, region,
metropolitan area
• the person’s gender
• their native language
• the device or platform
they use to access
Twitter

• keywords that appear in
the users’ own tweets
• all the people who
follow particular
@handles (eg those of
my competitors, or of a
thought leader, etc)
• whether or not I reach
people who are already
my followers
• suggested people who
are like my followers

• people’s interests
(clicking ‘Browse
categories’ gives a
huge number of
choices)
• my own uploaded lists
of emails, Twitter IDs,
etc.
• people who visit my
website

• my daily maximum
budget
• my total budget for this
particular campaign
• my maximum bid (per
click) to reach the users I
have now defined
My promoted tweet will only appear if I
bid more than other advertisers who
want to reach the same audience.
However I only pay if someone actually
clicks on my ad.

And of course Facebook works in the same way, with the same targeting options, if
you want your ad to appear on people’s FB pages. The ad has a CTA button. And the
web page you reach when you click the CTA button is crucial. It’s called the landing
page.
Not so long ago, links from SM would click through to your normal homepage. That
was fine: on the homepage you had frequently updated content, a chance to join
the email subscription list, promotions, offers, etc.

And of course Facebook works in the same way, with the same targeting options, if
you want your ad to appear on people’s FB pages. The ad has a CTA button. And the
web page you reach when you click the CTA button is crucial. It’s called the landing
page.
Not so long ago, links from SM would click through to your normal homepage. That
was fine: on the homepage you had frequently updated content, a chance to join
the email subscription list, promotions, offers, etc.
But now the trend is to have people arrive at your website on a specially designed
landing page. It maintains the visitor’s focus on the action they want to take.
For example, you have a Facebook promotion offering 20% off a product for a
limited time. The FB user sees the ad and clicks the CTA button. They land on a
special page of your website with further information about that particular
promotion, and they can buy the product by clicking another CTA.

Just for interest, here are some ‘best
practices’ for landing pages. This
screenshot comes from a blog post
from DAYTA marketing.
www.daytamarketing.com/dayta-blog/6/4/2015-
landing-page-best-practices
for teachers

Now let’s look at the area of marketing analytics.
We have seen that there are posting tools (Hootsuite/Buffer) that provide data. And
of course data is provided by the social media platforms themselves.
But in modern marketing we need EVEN MORE DATA! Remember how inefficient the
old ways were? Inbound marketers will never repeat the old cliché:
Half the money I spend on advertising is wasted;
the trouble is I don't know which half.
John Wanamaker, store owner and
pioneer of advertising, early 1900s

So what other tools are available to give us data?
Top of the list is Google Analytics, which provides data on who is visiting your
website and what they do when they get there. GA is free and universally used –
you just need a line of code on your site for it to work.

Google Analytics is really the starting point for all analytics because the aim of our
content creation and SM activity is to get people to visit our website.
We want visitors to read and view content when they get there, subscribe to our
newsletter, buy stuff, etc. GA allows us to monitor in extraordinary detail how
visitors use our site.
To give a basic idea of GA, I am going to show some screenshots from my site for
teachers, www.PaulEmmerson.com. Please ignore the data itself as I have used old,
random time periods.

We can see which countries/cities people are from, new vs returning visitors,
bounce rates (people who leave after only viewing the home page), pages per
session, average session duration, etc.

We can see the devices that
people use to view our site, and a
further level of breakdown for
specific manufacturer’s models.

We can see which social media
sites people have come from.

We can see people’s behaviour on the site: which pages they visit after which other pages.

Okay. So far we have seen three examples of marketing analytics:
• data from posting tools like Hootsuite and Buffer
• data provided by the social media platforms themselves
• Google Analytics
A fourth example of marketing analytics is ‘A/B testing’, also known as ‘split testing’.
A/B testing means doing an experiment where you try something out in two
slightly different versions, and then measure which one works best.
On the next few slides are some examples, and you can try to guess the answers
each time …

Example taken from
blog.leadpages.net

Which design increased sign-ups by 80%?
Example taken from
blog.kissmetrics.com

Which landing
page design
increased lead
capture by 100%?
Example taken from
blog.kissmetrics.com

Which webinar registration page increased response by 102%?
Example taken from
leadpages.net

Now we’ll move on to the next area of Inbound
Marketing strategy: search.
Here is the Google Analytics for PaulEmmerson.com
for a random time period. ‘Organic Search’ is by far
the most important channel.
‘Organic search’ means people who typed a phrase
such as paul emmerson (or perhaps the title of one
of my slideshows) into the google search box. From
the list of results they found my site and clicked to
visit it. This is probably what you would do.

With organic search you need SEO (search
engine optimization) to make sure your
website is near the top of the first page.
Who looks at page 2 of search results?

‘Direct’ means people who typed the full
website name paulemmerson.com into their
browser and came directly to my site.
‘Referral’ means a visit from another website –
for example from a link in a blog post that
someone else wrote, or when someone clicked
a banner ad on another site.

‘Social’ are people who clicked a link
in FB, Twitter, Instagram, YT, LI, etc.
‘Email’ are people who clicked a link in
the subscriber newsletter that I send out.

We saw that SEO is critical – you need a good search ranking (near the top of page 1)
for each word or phrase that your potential visitors might type into the search box.
But how does Google decide the search ranking?
Let’s take the first answer that people think of: number of visitors to the site.
Mmm … that’s no good because it’s easy to cheat. You just pay a company to have
people click to visit your site hundreds of times.
Facebook has often got into trouble in the past by not spotting the activity of ‘Like
farms’. These are factories for clicking Like buttons.
In fact, Google uses a secret and ever-changing algorithm to decide search rankings.
This algorithm uses hundreds of factors. Some of the known factors are:

• if the search term is the same as the site URL
(e.g. you search for paul emmerson and there is
a site called www.paulemmerson.com)
• if the search term matches the keyword in the
‘title tag’ (a line of html code for each page)
• how often the search term appears on the page
(but if it appears too much this is a negative)
• unique and substantive content on the site
• how often the site content is updated
• how many other sites, blogs, etc link to the
site (called ‘backlinks’)
• ‘quality’ of inbound and outbound links
• the degree to which people are talking about
your site on social media
• technical issues such as whether the site is
responsive to different screen sizes, how fast
the site loads in a browser, etc.

So that’s organic search, which of course is not paid for. You type a term
into the search box and various websites appear in the search results.
There is a second, paid dimension to search. This is called PPC (pay-per-
click). PPC ads appear on a Google search page, above and to the right of
the search results.
With PPC you define a search term (e.g. business english) and bid for this
term. Your bid is how much you will pay for each click. If your bid is one of
the highest, then your ad will appear next to the organic results, and you
pay Google every time someone clicks the link in your ad.
Here is the Google search page I got just now when I entered the term
‘business english’ (red borders added by me) …

for learners
The Ads may be different later
on the same day – you can cap
the amount you spend per day.
for teachers

So that’s search, and you can see how Google makes its money. It’s an
advertising company for the internet age.
In our overview of Inbound Marketing, we have still not mentioned
marketing automation.
Let’s look at some examples. The first is email marketing automation,
and again I have used myself as an example. The service I use to
manage my email subscriber list is MailChimp. The next slide has a
screenshot from my MailChimp that shows a few of the automated
emails that are possible. There are many more.

My second example of marketing automation is targeted banner ads. You
must have noticed these. You type a term into the Google search box, or
visit a particular website, and (spookily) the internet remembers your
interests.
Here are a couple of screenshots: the one below taken from my PC, and
the one on the right from my smartphone.
I looked at this item on
Amazon the day before.
I visited the homepage
of this company several
weeks before.

Google knows about you because of:
a) your search history (if you use Google search)
b) the websites you visit (if you use Google’s Chrome browser)
c) your Google profile.
That’s a lot of data.
But arguably Facebook has even more data about you and your interests –
through your FB profile, the content of your FB updates, what you ‘like’ and
share, etc.

Ever wondered why Google, Facebook, Twitter and others have such high
stock market valuations when their products are free?
Now you know. They hold personal data about you that allow advertisers to
target you directly with relevant ads.

Here is an interesting question.
This kind of targeted marketing is effective. But is it ethical? Does it follow the
principles of Inbound Marketing? Here are both sides of the argument:
 It is interruption marketing that annoys me. How dare these people use my
personal information to give me ads I didn’t ask for! What else are they going to do
with this information?
 It is permission marketing – you give your permission when you use Google
Search or Facebook or Twitter for free in exchange for non-intrusive, relevant ads.

One person knows which side of the argument he is on. Tim Cook, the CEO of Apple, said this in
June 2015:
“Some of the most prominent and successful companies in Silicon Valley have built their
businesses by lulling their customers into complacency about their personal information.
They’re gobbling up everything they can learn about you and trying to monetize it. We
think that’s wrong. And it’s not the kind of company that Apple wants to be … We don’t
think you should ever have to trade privacy for a service you think is free but actually
comes at a very high cost. This is especially true now that we’re storing data about our
health, our finances and our homes on our devices”.
www.theguardian.com/technology/2015/jun/03/apple-tim-cook-google-facebook-privacy
http://fortune.com/2015/06/03/tim-cook-attacks-facebook-google-government-privacy-speech/
This was widely interpreted as being a reference to Google, Facebook and Twitter, although he
did not name them.

And now that we’re talking about Apple, it’s
only fair to mention the other big names.
On the next slide are some interesting
questions to consider.

Google missed the move to social. Have they missed the move to apps as well? People are spending more time inside
mobile apps and less time on PCs surfing the web. How will this affect Google’s business model of ads next to search
results? Will Google be forced to buy Twitter to play catch-up in SM, and if so how will the integration work? Did
Google take their eye off the ball when they got interested in driverless cars, Google glasses, etc?
Facebook is still growing strongly. And it has lots of personal data about its users to sell to advertisers. But it too is
challenged as the behaviour of people on mobile devices changes and they use many different specialized apps. So
far, Facebook has responded by simply buying the other apps (WhatsApp, Instagram, Oculus). Will people get bored
of FB? Will people turn away as it becomes more of an advertising machine and less of a fun networking tool? Will
young people still think it’s cool if granny uses it?
Microsoft are looked down on by other tech companies as being hopelessly out of date. Its move into smartphones
was a failure. But they have a Trojan horse … their Office suite. Microsoft CEO Satya Nadella wants Office to be used
with any combination of apps, platforms, and cloud-based business services. And the new Office comes with
Yammer, a best-in-class corporate social network and team collaboration tool. Yammer could take the place of a lot of
company email. Will Microsoft continue to do well because of Office?

Let’s finish there.
Here is a review of our journey into social media
and inbound marketing …

You start with interesting and relevant content, which you promote on social media,
hoping that people will talk about it and share it. You also hope that other sites will
refer to your content, and link to it.
Social media is one way to drive traffic to your website, another is search. SEO tries to
get you near the top of the search results, and PPC ads next to the results can also
drive traffic. Once people arrive at your site, you need a landing page that is relevant to
the call-to-action they clicked to get there.
You want to convert visitors to your site (‘leads’ in marketing terms) into customers.
You need to nurture your leads with more content, targeted emails, offers, etc.
Many marketing activities can be automated, for example scheduling posts on SM,
sending a series of emails to subscribers, or having a banner ad appear on a site when
the viewer has previously shown an interest in this product.
All this activity can be monitored and measured using various analytics tools.

On the next pages you will find a vocabulary list with words and phrases
that appear in this slideshow. Learners of English will find this useful.
After that there are some discussion topics for students working in class.

Vocabulary list (for learners of English)
A-B testing (split testing) both sides of an argument demographics
active user bounce rate develop long-term relationships
algorithm build brand awareness drive traffic to a website
analytics cap your advertising spend email subscriber
audience fragmentation click through to a page engagement
average session duration content go viral
backlinks to a website create trust inbound marketing
banner ads CTA (call to action) interruption marketing

landing page online identity schedule a post
lead capture organic search screenshot
lead nurturing permission marketing search history
level of engagement post a comment search results
marketing funnel PPC (pay-per-click) search term
marketing spend prospect SEO (search engine optimization)
monitor keywords referring site share a link
new vs returning visitors repeat visitor share news clips

sign up to a newsletter URL (the address of a webpage)
social media channels visitor vs active user
start-up entrepreneur white paper
stock market valuation
subscription list
target sb. with an ad
targeted banner ad
trending topic

1. Explain the terms ‘social media’ and ‘inbound marketing’ when used in the
context of a business marketing strategy. (Do without looking back at the slides.)
2. People are spending more time inside apps on mobile devices and less time
surfing the web on PCs. From a business point of view, how does this change
things? What does it mean for content providers? What does it mean for
advertisers? What does it mean for making money on the web?
3. What is happening in the battle between the two big players, Google and
Facebook? Are Twitter and LinkedIn catching up? How do these four
differentiate themselves in the market? Who are the new players in social
media? Will ‘the next Facebook’ ever happen, or is FB now too strong?
Discussion topics

4. Is it okay for companies like Google and Facebook to hold so much personal data
about you? Do you agree or disagree with Tim Cook’s comments?
5. Think about the real money that you and your friends spend on the web. Include
both spending on physical products that you buy via the web (eg Amazon and
other internet shopping) , and also web-based services, games, subscriptions, etc.
Give some advice to an inbound marketer on how to get you and your friends to
spend more.
6. With a partner, brainstorm and plan how to write a 250 word (one page) text with
the title ‘Social Media in the Age of Internet Marketing’. Then work individually in
class to write the text. (Do without looking back at the slides, and use some of
your own ideas.)
Discussion topics

7. The future of technology is always hard to predict. Here are some trends that
looked likely when this slideshow was last updated (July 2015):
• Voice activation to replace touch on smartphones.
• Apps linking to each other, so that a user’s experience from app to app is less fragmented.
• Apple blocking online advertising in its Safari browser. Google responding with ad formats
that are less annoying and intrusive.
• Increasing power of big companies vs small. So Apple/Google/FB will increasingly meet users’
information and entertainment needs ‘in house’.
Are these things happening? What else is coming soon? Do some research by
searching for the terms Apple Developer Conference, Google Developer Conference
and Facebook Developer Conference. Reports from the most recent conferences will
show you where these three companies are going.
Discussion topics

Social media in business

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