5 Ways to Increase Facebook Engagement Every 5 Hours

Mac Ocampo
Mac Ocampo Social Media Manager, 4Community

Posted on January 27th 2012

5 Ways to Increase Facebook Engagement Every 5 Hours

Facebook has made recent changes like adding a significant metric such as the “People Talking About This” and launching Facebook Actions through the Open Graph last week. Facebook tells users changes like the Timeline profile will enhance user experience. Though some of you might agree that these changes aren’t exactly improvements for usability, most of them can be used to improve user engagement strategies. Keep in mind that for some people, Facebook is the Internet and vice versa. And as a community manager, you have to place yourself in an ordinary user’s shoes.  


With all these new enhancements, how can you increase engagement on Facebook?

Here are 5 ways for a community manager to increase user engagement:

1.) Time Management

One of the most essential aspects of user engagement is time management. It pays to be aware of the peak hours to capture the most engagement. So when’s the best time to post? Always put into consideration the timezone of your customers, if majority of them are in EST then it’s best to post during these hours: 10am-11am, 4pm-5pm, and 10pm-11pm. Arguably, these three schedules will fit into PST as well, but it’s always up to you to test alternative schedules and intervals for sharing a post or asking a question on your page.

2.) Encourage Customer Feedback


Thanks to social media, customer-company collaborations have paved the way to improve product development. Before, companies will ask for feedback just for the heck of it. Social networks gave customers a voice where they can make or break a product. As Jeff Jarvis puts it, “Customers are your walking ads.” And as a business, bear in mind that the products you offer are for customers and not for you. Asking for substantial feedback from customers on Facebook will support your brand development teams in addressing issues to make a product or service better.

3.) Conduct Surveys

Surveys are interruptions and that’s the truth. Most of my peers feel that conducting surveys is a total pain. You can’t seem to ask people to answer questionnaires unless you give free stuff. So how do you entice people to answer a survey? Simple – ask for their opinions about your company’s product or service. People who are active in social networks are the most opinionated. Once you get to have them answer a survey, lead them to a Thank You page where you offer free product-related apps or a 30-day free trial of your service offerrings. Free is the new medium for surveys.

4.) Monitor Mentions and Answer Queries

Arguably, the most crucial aspect of CRM. Remember Dell Hell? Michael Dell turned it to a pitcher of lemonade when he launched the IdeaStorm blog and the Social Media Listening Command Center to collaborate with customers and address product complaints. Dell knows that establishing a presence on the Social Web will not only increase engagement but gain fans as well. Remember that positive customer feedback is more powerful than advertising. Before you know it, you’ve made an irate customer into a brand ambassador!

5.) Your Social Media Dashboard is your Bestfriend

Yes, social media dashboards help a lot with engagement specially with queued posts and tweets. However, it’s another story to totally depend all social media activities to a social dashboard. It’s a lemon that will screw your CRM! Always keep in mind that an effective community manager knows that he has to engage with fans in real-time. Why? Because real engagement happens in real-time.

Mac Ocampo

Mac Ocampo

Social Media Manager, 4Community

"Mac here. I used to be a shy boy but social media changed it all. I handle social media campaigns and manage social CRM for clients."

Mac believes that human emotion is an invaluable asset that fuels communities. 

 

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Comments

Wendy Elwell
Posted on January 27th 2012 at 4:30PM

Mac,

I am amazed how much there is to learn about Facebook.  Thanks for sharing such great information.  I am going to share it with other people!  

 

Thanks again!

Wendy Elwell

http://www.workwithwendyelwell.com

Mac Ocampo
Posted on January 28th 2012 at 1:23AM

Thanks, Wendy. Appreciate the comment.

Lauren Mikov
Posted on January 27th 2012 at 5:57PM

Thanks for this article, Mac. It's a simple, straightforward approach. My only question is about your #1 - first of all, what is your source for those suggested times? (Also - I think you mean 10pm-11pm.)

Thanks!

Mac Ocampo
Posted on January 28th 2012 at 1:16AM

Hi, Ipmikov. Thanks for pointing out the typo. That's my personal schedule and it works pretty well, but you can also refer to this infographic http://sqb.co/8Fm

 

Best,

Mac

Lauren Mikov
Posted on February 3rd 2012 at 7:33PM

Thanks Mac! I've had the best luck in the early morning and late evening - its always great to hear what times have been successful for others. I've seen that infographic before - its a good one! Cheers - Lauren

lovelove
Posted on January 28th 2012 at 12:36AM

Time Management is my favorite. I never have put enough thought into the percise times traffic is probably at its peak. Thanks for that tip.

Virginia Bautista
Posted on January 28th 2012 at 5:14PM

Hi, Mac.  Interesting article here.  I agree with your points, though I believe your #4 should be on top of the list.  Some businesses and brands set up Facebook accounts and follow #s 1-3 and 5 in your list, but fail to "monitor mentions and answer queries". Your article is a great reminder for social media managers to keep monitoring and be prepared with all sorts of questions that netizens would ask. I've seen some Facebook accounts in which some of the netizens' queries are left unanswered. Too bad for the brand, the netizen doesn't come back. Thanks for the article!

Mac Ocampo
Posted on January 29th 2012 at 1:42AM

Appreciate the comment, Virginia. The list isn't in ranked order because we all know that each bullet is as essential as the other. But if your a company who puts a premium on CRM, then number 4 is top priority! :)

SocialMktgFella
Posted on January 30th 2012 at 8:31AM

Free apps for surveys always get my attention!  And as far as monitoring mentions, I think it's important to remember the countless social media marketing tales of where "any press" is NOT "good press."  :-)

socialnetworkdesigner
Posted on February 1st 2012 at 2:25AM

#4 is most important. It is crucial to respond to all posts in a timely fashion. Within the first 15 minutes is best. Nothing upsets a person more than taking the time to post something useful on a Facebook wall, only to never hear back or get a response.

Keep up with the great information Mac!

 

Sandy

Megastar Networks

Mac Ocampo
Posted on February 3rd 2012 at 5:04AM

Thanks, Sandy! Appreciate the comment.