This site is dedicated to helping you understand online behaviour by providing you with blog posts, articles, news items, multimedia and downloads on web psychology

Tag Archives | social networking

How to succeed with social media – mix with experts

Young persons head looking with gesture at social type of icons and signsDo you want to be a millionaire? Or a billionaire? If you do, there are several ways you can achieve your dream. You can have rich parents – that’s a good way of being rich yourself. Or you can invent something so cool everyone wants it. Alternatively you could work really, really, really hard and work your way to the top of some global corporation. But most people who dream about being mega-rich do not do any of this; they just fantasise about how they would spend the money if they had it.

However, the people who take action all appear to do one thing in common; they start to circulate in the world of rich people. Ambitious people who want to become rich go to the places where millionaires hang out. If you want to be rich, mix with rich people. You will learn from them, you will be introduced to others and you will be given opportunities that would pass you by if you stayed at home, dreaming.

Even if you look at the myriad of rags-to-riches stories, you find that most of them involve that “lucky” individual in years of work, going to the right places, asking the right questions, meeting the right people. I recall a 19-year-old “overnight blogging sensation” – according to the UK media coverage. It seems this teenager from Yorkshire had made a million with his first online blog. Indeed, he had done that. But his own story had a slightly different version of events. His blog did make him a millionaire – but for the previous year or so he had been studying the people he admired online. He spent time nurturing an online relationship with them and then he started to meet them at blogging events in the USA. Only then did he launch his website and only then did he start to make pots of cash. It wasn’t overnight – it was two years of hard work, getting to know the rich people who could help him succeed.

So how do you become an expert at Twitter? How do you make the most of your LinkedIn account? What do you need to do on Pinterest to get more product sales? The answers to these questions can be found on a variety of blog posts and websites, for sure. But better answers would come from mixing with Twitter experts or LinkedIn gurus, for instance. Make them your friends in the real world and you will benefit.

child with laptop computerEvidence for this kind of impact comes from a rather odd source today. Research on the under-age use of Facebook reveals that children aged 9-12 are most likely to have an account if their real world friends also have an account. Facebook is supposedly only available for those over the age of 13, but around 40% of children under that age limit do have an account. Relaxed parenting styles have an influence. However, it seems that if children of that age mix with other youngsters who already have an account on Facebook, that makes it much more likely they too will open an account.

In other words, your real-world relationships affect your behaviour. You tend to do what your friends do. You tend to behave the same way as them. In psychological terms this is known as being “in-group”; you conform.

So, if you want to “up your game” on LinkedIn, for example, start to meet those LinkedIn experts. You can start online, of course, but visit the business events they go to, attend the same conferences and meet up with them in the real world. Gradually, over time, you will become part of their group. And that will mean you start to behave like them. The result of which is you will be doing the very things that make them great with LinkedIn, or whatever social network you want to excel at.

If you want to do well with social media, mix with the people who are already doing well.

Category: Social


Social Media Used More for Positive Feedback Than Complaints

Social media users would rather post positive feedback to brands and companies than post a complaint according to the latest Customer Service Benchmark results from Voice of the Customer specialist eDigitalResearch.

The benchmark results reveal that, since the last wave back in March 2014 consumers are predominantly using social media as a method to give positive feedback. Of the 2,000 consumers surveyed who have used social media to contact a brand in the past year, 6% have used social media to send positive feedback about a company compared to 2% who said they have used this touch point to send a complaint. Given the nature of the platform and the ability for communication to be sent quickly on the move it’s not surprising most consumers are using social media to send immediate feedback, however character limits make complex issues such as complaints a lot harder to deal with meaning that more people are likely to turn to other service channels.

The amount of users turning to social media as a customer service touch point within the past year has grown to 11%, of which over a third (36%) expect a response within six hours. However our analysis has found that overall satisfaction has decreased since the last wave suggesting that some companies are failing to live up to this expectation.

The study also found that live chat rated much higher than other digital touch points with a 73% satisfaction score. Users of live chat were much more satisfied than those using email, phone or post for their customer service queries. Live chat offers customers the ability to chat to a brand representative in real-time without the hassle of long delays, automated systems or dreaded ‘hold’ music. One third (37%) of those surveyed now expect to be able to contact a brand by live chat.

Derek Eccleston, Global Commercial Officer at eDigitalResearch, “The latest Customer Service Benchmark results suggest that the easier a company makes it for a customer to contact them, the more satisfied they are likely to be. Social media offers consumers the ability to quickly and easily contact a company – there’s no long-winded automated systems, repetitive hold music or lengthy waiting periods. Brands who are executing their social media touch points well are clearly signalling to users when their social media team are available and how long they may have to wait, as well as allowing them to talk openly and honestly about their issues, queries or complaints”.

For a copy of the full Customer Service Benchmark results, please complete the following short registration survey:

Category: Social Media News


Can vulnerable people ever get the most out of the internet while avoiding its dangers?

Online risk signThe internet has a unique capacity to inspire and inform vulnerable young people, engaging their interests, providing them endless learning opportunities and drawing them into mainstream culture and the popular debate.

During a general election this power for positive engagement is increased further still and shines more brightly than ever. Schools across the UK are already teaching children about the importance of getting politically active online and running mock elections with Twitter polls and debates on key issues. Meanwhile support services for learning-disabled people are working to encourage them to get active, helping them better understand their personal rights and to get ready for the polls.

Social media at its best

Social media played an important role in the previous general election in 2010 and will this year be absolutely critical, as it will be every year from now on. An estimated 47% of 18 to 34 year olds regularly change their views on key issues, influenced by Twitter, and politicians are devoting more of their resources to engaging the younger electorate online.

More young people with learning disabilities than ever before will also be joining the national debate in May, learning about the importance of voting or maybe doing it for the very first time. Currently only around 30% of the 1.4m learning-disabled people in the UK vote, something Mencap’s Hear my Voice campaign is working hard to change. It wants more young people with learning disabilities to learn the importance of being politically active online and to have a stronger voice.

Their voting potential has not gone unnoticed by Labour and Ed Miliband has set out a series of policies to capture the attention of more disabled people. He has also pledged to lower the voting age to 16 if elected, pulling the gap in voters and social media ever closer. Of course this is all hugely exciting. Political apathy has been at dangerous levels in the UK for years with only around 60% of the electorate voting in the last few elections (65.1% in 2010).

Understanding the dangers

Cyberbullying, inappropriate content, grooming, exploitation, fraud and identity theft can all present specific dangers for vulnerable young people. Some 27% of parents say their child has been exposed to some kind of online threat and the Government has so far singularly failed to work effectively with internet service providers to tackle the issue, unable to get to grips with a quickly changing online environment.

Douglas Alexander, the head of the Labour party’s election strategy, confirmed this when was quoted in the Guardian as saying it was getting harder for politicians to campaign online. He said: “We are used to a politics where we share facts, but diverge on opinion,” he said. “We are confronting increasingly, because of the rise of social media, a politics where people’s social media feeds can be an echo chamber for, at best, their own opinions and, at worst, their own prejudices. And that’s a tough challenge for all democratic politicians in every party of the UK, and more broadly.”

How Twitter is responding

The industry is responding and Twitter CEO Dick Costolo recently said he was “frankly ashamed” of the company’s weak response to tackling online abuse. The company has since announced a fresh crackdown on abusive content and will be rolling out tougher content filters with an amended policy to suspend the accounts of anyone who breaks its content rules. Only time will tell how effective the stricter filters will be but it’s clear that Twitter has declared war on the trolls.

By understanding the risks and taking a few basic precautions, such as keeping PCs in family rooms, updating antivirus software and teaching vulnerable people about the dangers, you can help them enjoy the positive benefits of the internet safely.

If you need to find out more on online abuse, check out the National Crime Agency’s safety centre, which has some useful resources. The Anti-bullying Alliance, a project dedicated to ending harassment for people with a disability, also has some great resources including advice pages.

Category: Social Media Articles

Tags: ,

Home | Blog | Articles | Newswire | Multimedia | Downloads | Newsletter | About | Contact | Speaking | Press | Accessibility | Privacy | Cookies | Sitemap |

VAT No: 348 4830 29 | Tel: 0118 336 9710 | Kemp House, 152 City Road, London EC1V 2NX

Some of the links on this page are Affiliate Links and lead to sites where I can earn commission income should you buy anything.
Graham Jones is a participant in the Amazon EU Associates Programme, an affiliate advertising programme designed to
provide a means for sites to earn advertising fees by advertising and linking to
This site uses cookies. For more information please see the Privacy page.
Most images are used under license from iStockphoto, GraphicStock or Fotolia