The Science of Social Timing [infographic]

We all post content on Facebook. Sometimes it’s well read, sometimes not, in spite of putting in our best effort and intentions. Well, apart from what we post, it is important to know when we post. In this blog post, I will attempt to highlight the different social media timing preferences and how they impact different businesses by looking at Buddy Media’s report on effective wall posts published earlier this year together with a recent infographic by Dan Zarrella at HubSpot.

To understand the impact of accurate social media timing, we earlier referred to the Buddy Media report that gave sector wise break-ups of the interest level for every post and time at which it is supposed to peak and tank.

Most effective time to post
According to the Buddy Media report, brands that post outside business hours have 20% higher engagement rates. As a result, for instance content aimed for US, Asian and European consumers will benefit from being timed differently. In the same way, every industry is said to have different traction on different days. The same report also quotes that posts show a higher engagement on a few days compared to others. For example, sports industry and automotive industry have the highest traction on Sundays whereas entertainment peaks on Thursdays and Fridays (18% higher rates). Business and finance hit high on mid week.

General observations:
– Shares on Facebook spike around 7PM, while Twitter spikes around noon.

– On Facebook, content shared on a Saturday is more effective, while Twitter gets the highest engagement mid week. Also, it is good to share 1 post in every 2 days on Facebook.

However, here is an interesting infographic on timing in social networks, which I found on Socialmediagraphics.com. It highlights consumer behaviour on different social media channels, namely Twitter and Facebook. The infographic, The Science of Social Timing, gives us insight into posting at which time to make the content most sharable.

Take a look at the infographic here:

science-of-social-timing-part-1

 

Get Ready for the Bots – on Facebook Messenger

2Facebook Messenger was released 5 years ago and now has over 900 million users. Originally receiving a flood of negativity towards a standalone messaging app, compared to one simple Facebook app, users seem to be warming to it. The decision to make it standalone does make a lot of sense, since messaging is a big part of people’s lives nowadays and Facebook even bought the domain messenger.com to launch a version for web browsers last year. Their 900 million users will more than likely be merged with Whatsapp’s 1 billion users, which means that Facebook will have the personal phone number of every single user – sounds like $19 billion well spent.

 

Open for Business

So that’s humans covered. Where to go next? Facebook is now venturing into their next Messenger-based project: bots. If you haven’t been keeping up, Facebook launched Messenger Platform last month, which holds within it, chatterbots. Luckily, these bots are not machine learning bots, such as the disaster that was Microsoft’s Tay. They do have some humorous replies if provoked but they ultimately steer the conversation back to the subject they’re designed to cater for. Thanks to their highly advanced Send/Receive API, these bots are able to reply with actual structured messages, including links, images, hotel reservations, the weather etc. You may immediately compare this to Apple Siri, Microsoft Cortana, Google Now and Amazon Echo, but what sets bots on Messenger apart is the fact that businesses can develop them, which in turn gives them another way to develop customer service. Simply put, bots could end up changing the world by replacing humans in such job sectors. Without the bespoke customer service integration that Messenger bots provide, the above voice-activated services will most likely not be able to solve business-related queries themselves. Having said that, the way bots behave is very reminiscent of the way Siri does. Maybe they’ll talk to each other one day and we’ll get the best of both.

 

Customer Service and Added Value

So how can these bots work for brands? Well, eventually, every major company in the world will have an account, which will be a first port of call when contacting their company. The reason this is almost definite is due to Facebook’s already-mammoth-sized network of users. It doesn’t get any bigger than Facebook when advertising to individual people, so connecting Messenger bots (as customer sales reps, for example) is extremely attractive. Messenger codes, one of many things taken from Snapchat, will also make it easier for businesses to connect with their customers. One industry example is how bots will almost certainly change how banking works for the consumer, replacing an app or web-based system with a dialogue with a machine that is able to understand your every need. The option to send money within Messenger itself is highly likely too, like Snapchat allows. This could also eliminate the hassle of speaking to a bank’s voice recognition system when calling by telephone – no more time (and money) wasted by the dreaded “I didn’t catch that. Please try again.” These voice recognition systems are essentially bots done badly, but they’re based on voice, which is a lot more difficult to translate into zeros and ones. Plus, you cannot autocorrect your voice (yet). I can see this whole system being replaced by bots – it could even connect you to a human advisor with ease, as you’re most likely already using your phone. Even if you’re using the desktop version or Facebook Chat, I’m sure they’ll figure something out. Besides banks, what other markets will benefit from this? Restaurants, travel and possibly supermarkets with online shopping services are big industries for it to thrive. The healthcare industry could also be a large portion – Healthtap have already created their bot, which isn’t surprising considering one of the first ever chatterbots was called DOCTOR and simulated a psychotherapist. In fact, the potential amount of markets are endless for this stream of interaction – just like it is with human customer service.

 

At the end of the day, customers are moving towards messaging as their preferred choice of customer service. And as generations progress, it will no doubt become the standard – a phone call will most likely be reserved for long, meaningful conversations with friends and family, which in turn will add even more meaning to them. The phone call will no longer be taken for granted, but talking to robots will be.