Messaging Applications: A New Era of Business Communications (Part 1)

By Nate Shryock, TVG Manager of Digital Strategy

We’ve all had experiences with people who spend too much time on their phone. Family dinners, dates, Friday night outings… it is no secret that people are often preoccupied with their digital lives. As individuals, this is often extremely frustrating, but as a business this presents new opportunities.

Recently, messaging apps have had a meteoric rise in popularity. Take Snapchat for example. In 2013, Snapchat peaked at 5 million daily active users, and in three years increased to 100 million daily active users.  In 2014, the “Big 4 Messaging Apps” (WhatsApp, Facebook Messenger, WeChat and Viber) combined had the same number of monthly users as the “Big 4 Social Networks” (Facebook, Twitter, LinkedIn and Instagram). In September 2016, Business Insider reported that messaging apps had taken over Social Networking apps in monthly active users.

Messaging apps are no longer just for personal communication, either. A Nielson study, commissioned by Facebook IQ in March of 2016, found that “over the next two years, 50% of people surveyed expect to use messaging apps more for communicating one-on-one” and 67% expect to use messaging apps more to communicate with businesses. Messaging also appeals across all generations. When asked whether they prefer messaging over a phone call or email, 65% of Millennials, 65% of Gen Xers, and 63% of Baby Boomers all preferred messaging.

So, what does this all mean for businesses? To answer this, we’ll explore how Facebook Messenger can work in a business setting.

Social Listening

It is important to listen to what your community is saying on social. Facebook offers a messenger inbox that allows you to monitor not only your direct messages, but comments and reviews on both Facebook and Instagram. A survey conducted by The Social Habit in 2016 states that “among respondents to The Social Habit who have ever attempted to contact a brand, product, or company through social media for customer support, 32% expect a response within 30 minutes. Further, 42% expect a response within 60 minutes,” making Messenger a vital part of the customer service strategy.

The inbox also allows you to respond to public comments and gives users the option to mark comments as “Done” or “Follow up” or they can assign them to another team member.

The Human Touch

According to David Marcus, Vice President of Messaging Products at Facebook, Facebook sees the use of Messenger by businesses as an avenue to add the human element back into web commerce. David states, “for so long, doing business was always conversational. Web (e-commerce) is truly an anomaly. It feels good to have a more human relationship when you’re buying things.”

In Part 2 of this blog series, we’ll focus on some best practices for businesses using Facebook Messenger.

 

What do you think? Do messaging apps create a sense of human interaction when purchasing products online? Comment or Tweet us @VandiverGroup and let us know how you use messaging apps to connect with customers. Need a social media strategy? Our social media team would love to help build a strategy for you. 

Think Typos Don’t Matter? Think Again.

more than an typo, red pencil circles the typoI overheard a conversation the other day while working out at the gym. A woman I had seen there before- let’s call her Cindy- was telling someone about how she works in PR. Cindy was annoyed that her client called her, upset, because her name was misspelled in an article in the local business journal. “I have to tell people all the time that this is PR, not ER.” Cindy mused. “It’s not my emergency! A typo is not that big of a deal.” Oh, but it is Cindy.

Accuracy is extremely important in our field. Not only do we have to manage our clients’ reputations in the media, we also have to make sure the facts are correct and that we’re telling their story in a meaningful and impactful way. A single error could mean a devastating blow to a corporate reputation, and gives fodder to the rumor mill. And yes, typos matter. Especially when it’s your client’s name! Typos in your media releases indicate sloppy work. You always need to proofread your work before you submit it. Yes, an occasional error can happen – we are only human after all. But I’m talking about the errors that occur from just not caring very much about the ramifications of these seemingly small mistakes. You have to care. Our clients depend on us to care. And they deserve to have the highest quality work at all times.

How can you avoid these kinds of errors? Here are a few simple tips:

  1. Have a team of people who proofread documents before they go out the door. The more sets of eyes you have on that important release for a client, the better.
  2. Always use the spellcheck and grammar tools in your word processing program as another layer of protection.
  3. Sometimes it helps to print your document and read it on paper to catch errors. Computer screens make our eyes tired and less able to find simple errors.
  4. Try reading your document out loud. This can help you find errors in verb tense, especially, and it will help you decide if you are conveying the message you mean to convey.

Accuracy matters. Our clients depend on us to get it right. And when they look good, we know we’ve done the best job we can possibly do for them. It’s kind of a big deal!

The Reality of Crisis Communications

Andy Likes, Vice President

 

Throughout my 20+ years in broadcast journalism and public relations, unfortunately I’ve seen my share of crisis issues. They happen every single day. I tell my crisis communications training classes that it’s not a matter of “if” a crisis happens, but “when.” Read more

Want to Understand Someone? Be a Better Listener!

Amy Crump, CFO

“Knowledge speaks, but wisdom listens.” – Jimi Hendrix

With so many things clamoring for our attention these days- technology, multitasking, social media and other distractions – it has become more difficult to be a good listener. Read more

7 Tips to Make the Most Out of Your Internship

Katie Miller, Assistant Account Executive

 

There’s no denying it- internships play a vital role in your college career. They provide connections and valuable experience that can ultimately lead to landing a job post-graduation. If you’ve never had an internship before, it is okay to be nervous and unsure of what to expect. Having recently moved up from intern to entry level employee, the ins and outs of interning are fresh in my mind. Don’t worry, I’m here to help. Read more

Why a PR Pro Should Help You with Presentation Skills

Laura Vandiver, VP of Research & Strategic Insight

 

We’ve all been there. Your palms are sweaty, your mouth is dry. It’s that awkward moment before you begin a big presentation. Public speaking or making a presentation- whether to a large group or small – is consistently rated one of the top phobias among Americans, as well as other cultures around the world. But, fear not friends! There is hope- and it comes in the form of your local PR professional. Read more

Corporate Lingo: Don’t Let Buzzwords Dominate Your Vocabulary

Laura Vandiver, VP of Research & Strategic Insight

 watch full movie A Cure for Wellness 2017 online

As an anthropologist, I am often keenly aware not only of how people behave in various situations, but what they say. Different social groups often have very specific linguistic styles. For instance, take my triathlon club. Unless you are actively training for a triathlon, you probably have no idea what terms like FTP, power meter, pull buoy, bonk, brick, long course, taper or transition mean. Read more

Solving the Internal Communications Gap with Millennials

Laura Vandiver, VP of Research and Strategic Insight

 

A few years ago, we started hearing a similar theme come up in our conversations with clients: Millennials. Many were having difficulty communicating with them effectively. Read more