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Right Hand Planning is a professional marketing agency that develops marketing strategies that help brands build traffic, leads and sales.


Marketing news and insights from Right Hand Planning.

Filtering by Category: Social Media

Resolve Customer Service Issues via Social Media?

Pete Semple

There are definitely some very smart marketing people working at Chase Bank so maybe they're seeing an opportunity here we're missing.ChaseBankSocialMediaIdea

Build Awareness and Trust in Public

It seems a better use of Twitter would be to encourage customers to explore products or ask questions.

This would let Chase highlight the positive aspects of their products and services where potential customers on Twitter can learn more about them.

Address Problems in Private (When Possible)

For issues resolution, we think it's better to invite customers to contact customer service by phone or e-mail.

Banking and credit card issues are likely to involve personal purchase and financial info. This is another reason why Twitter doesn't seem like the right forum banking related customer service problems.

Personally we wouldn't feel comfortable using Twitter to talk in public about a late payment that resulted in a higher interest rate or to discuss a specific transaction posted to our bank or credit card.

How to Address Customer Service via Social Media

Some people will inevitably contact a business through Twitter or Facebook to resolve a customer service issue.

These customers can be replied to and the issue addressed right there. Or the business can politely suggest that to protect their privacy they talk about it offline via e-mail or a phone call.

You Can't Always Hide Your Shame!

However, suggesting you talk offline where others can't see your reply might only be appropriate for banking or other sensitive industries.

If the issue doesn't involve personal data, it might look like a cop out to suggest discussing it offline. In these cases, it's probably best to make things right (to the extent possible) in front of your audience.

If you're a retail business on Yelp you're probably already adept at resolving customer service issues in public.

Get More Fresh News in Your FB Timeline with this Change

Pete Semple

Same Old Stories from Big Name Sites?

Have you noticed you're seeing the same days-old stories when you log into Facebook? Does it seem like you're only hearing from a few of the many pages you like?

It's not just your imagination. And it's not because the other pages you like haven't been posting anything, they have. Facebook is just not automatically showing them to you.

Why You're Not Seeing Fresh Variety of FB Posts

Facebook it's constantly changing the way it shows news and shares in your timeline. And right now they're choosing to show more popular stories than giving frequent posts from wide selection of the pages you follow.The result is stale news from the same small group of posters.

See More Updates from ALL the Pages You Like

There is an easy way to change the stories you see to get more variety and more recent postings from all the pages you like. But for some reason it's not the default setting on your news feed.

Click on little arrow to the the News Feed, in the drop down menu change to Most Recent from the default selection of Top Stories.

How to change Facebook News Feed

Spread this Tip To Get Your Own Posts Seen

Consider sharing this tip with your friends and customers because if you're a small business person it could help more people see your posts.

Have Better Usability than Google+

Pete Semple

When it comes to social sharing, Google+ does not make it easy for Google+ business users to reach their target audience. in fact, we could learn from Google+ how NOT to set up social sharing. But why does usability matter?

Because bad usability frustrates your audience and makes it less likely they're going to take the next step you want them to take.

Learning from Google's Mistake

But let's take a positive approach and see what we can learn from Facebook and Google+ about easy social sharing by looking at what Facebook does right, some of the time, and what Google+ does to make it less likely readers will share your content on Google+.

Facebook Does It Right, Sometimes

Facebook lets you share content correctly sometimes and gets it wrong sometimes. This actually depends on which application a site uses on their website to allow readers to share on Facebook. But at least there is a good, easy option.Facebook share to page button

"Like" or "Share" and Share to Where?

What we're talking about is when you click a Like or Share button, whether the button gives you the option to share on your business page, or only to your personal timeline.

If you're creating content for business people, it's likely your readers are businesses who have Facebook Pages for their businesses. And that's where you want your content to be shared - where it will be seen by their customers' eyeballs. Not on the business owners' personal timelines.

Facebook share to page optionThe other way Facebook let's you share is the Facebook "Like" button. Unfortunately, this usually only shows on your personal Facebook Timeline, but let your readers post the content to their Facebook Business Page. Which is not good.

Every Hurdle Costs You Shares

Ideally, sharing content should be easy because the harder you make it for your readers to share your content, the less likely they are to do it.

Facebook like button only goes to timelineThe workaround is to copy and paste the URL to to the correct page, but this means asking readers to open Facebook, go to their business Page and paste in the link. Some people aren't going to take the time to do it and it's going to cost you the publisher valuable shares.

Google+ Only Shares to Personal Page, Not Business Google+ Page

We've never seen an option that allows you to share content directly to a Google+ Page, only to the Google+ personal account.

If you're using social media to do business networking online this is a real drawback. The lack of a Google+ Page sharing option means having to:

  • Go to your Google+ personal page
  • Click Manage Page button at top (when it appears)
  • Paste in the link to the content you want to share

 Many Google+ Interfaces Challenges

There are a lot interface challenges that keep us from using Google+ more. But with so many people's disillusionment with Facebook it's probably only a matter of time until Google+ rolls out a redesign.

Can You Streamline Elsewhere?

This topic gives us a good opportunity to think about interface challenges on our websites or marketing materials where we can make changes to make it easier for readers and shoppers to share or take other actions.

Some common examples where improvement might be made:

  • Content readability - How much text is there is there compared to photos and bullet points? Is the material simply written?
  • Calls to action - Are they clear and visible and not crowded with too many other options?
  • Forms and checkouts - The fewer clicks, the more likely to to be completed
  • Layout - Is information where people expect it
  •  Relevance - Are you writing about and sharing in relevant ways?

The list could go on...

Ideas? Disagreements? Questions? Let us know below!

All our SEO plans include analysis of your on-page usability and conversion tools like calls to action. Call us to learn more, (424) 237-8155.

Facebook Marketing Results and Tips

Pete Semple

Real Facebook Marketing Results

If you're curious about Facebook marketing and wondering if it's worthwhile, take a look at these actual Facebook site stats to see how many more Likes, reactions and reach you can get just by running an active Facebook marketing campaign.

Facebook marketing results

Facebook marketing can work IF you actually do it. It can be hard to get motivated so hopefully seeing these results will inspire you to give it a try and start growing your community. There's a big difference in New Likes and Total Reach between Silly Sallys and our anonymous site at the top.

Facebook Marketing Strategies

Let's face it, Facebook marketing can be intimidating. It's something young people do easily and that's probably what makes it more scary. Or it's something young people used to do, the age of Facebook users is getting older.

But we don't have to keep up with young people or their interests to become comfortable on Facebook. We should be using Facebook to join up with things we like and know about, and that's easy.

Think of Facebook marketing as a place where you hang out with people like you who share your interests. It's easy to go to a meeting or a party where you all share an interest, right?

Here are few examples and tips:

  •  Find groups that match both your business and your target audience.
    • If you're a birthday party clown your target is parents and kids. So Like the pages of local bakeries that make cupcakes and birthday cakes, museums, kids party places. In fact, you should know these people in person as well, but you can reach more and do it faster by going to Facebook.
    • You could also join the Facebook groups of the neighborhoods you serve and offer tips as a neighbor not as a clown, though you can post as your Page.
  • Join the conversation as said above, but also Comment, Share and Like their comments and events which will give them exposure to your audience. Your audience (parents and kids) will appreciate the topical tips and the original poster will appreciate and hopefully reciprocate your sharing.
  • When you post make them Relevant, Interesting and Useful to your audience. Can you self promote? Yes! But if that's all you do you can see how it can be a turn off. It's better received when you're also known as a regular provider of unbiased info.

Be Sure to Check Your "News Feed" for Things to Share

Do you feel like all you see are the things you post and those from a few close friends? That's probably because you're looking mostly on your Timeline which Facebook filters to only show the people you interact with most in order to make it manageable.

You want to be sure to check the Home or the News Feed buttons on Facebook. The Home button in the top right takes you to the News Feed, which is also sometimes visible on the left depending on which page you're on.

The News Feed is where ALL the posts of the People, Groups and Pages you Like is shown. The News Feed is fertile ground for finding things to share.Here are the two location we're talking about.

Facebook News FeedFacebook Home Button


Share and Participate. It really just comes to down to activity. It takes practice to get social if you're not already doing it. The proper approach is to think about what you can say or share to help others, sometimes this will be related to your line of work and more often than not it should be for your audience's benefits only.

If you want to get noticed in the community, show and up and participate in the community.

Difference Between "Like" Your Facebook Page and "Like" Your Site Content

The difference is that when someone Shares your post it goes into their News Feed once but it doesn't cause them to Like your page. When they Like your Facebook page your posts appear in their News Feed regularly and you're always connected to them until they Unlike you, unlike a Share which is one time event.

So the preference is to get someone to Like (or Follow) your Facebook page (creates ongoing relationship) than to Share (also sometimes called Like) your content (still valuable, but creates only a one-time event, not a relationship).

In this case we're talking about the Like (FB page) or Like/Share (content) buttons on your website that link people to your Facebook page. The Like and Share buttons underneath the posts on Facebook are another topic we discuss just below this list of Facebook plugins.

Three Good Facebook WordPress Plugins

  • Facebook Like Button Plugin - This free and simple Facebook WordPress plugin lets you offer your visitors both options to interact with your content and Facebook.
    • The "f My Page" (f = follow) brings them to the front of your Facebook page (where they'll still need to click the Like button once they're there. Just clicking the button used to "Like" the page automatically but it appears FB only allows that with the own Like Box, see next item.)
    • The "Like" option puts the visitor's like of your content into the area on Facebook where Likes are shown.  I know, they break all the language rules above but whattyagonnado?
    • Click both of our buttons at the top of the page to try it out!

    Facebook Like Plugin

  • Then there is Facebook's own Like Box option (THIS one allows for one-click Liking of your FB page) and it creates the familiar Facebook-branded box on your site with a Like button under the name of your Facebook page has photos of the other people on Facebook who like your site. It's one of several Facebook Social Plugins.
  • See the box on the side of our site for an example and click the Like button at right to see how it works!

Facebooks's Like Box Plugin

  • AA's Digg Digg Alternative - This is a good plugin with a funny name. It provides a floating sidebar (or other placement options) to get people to Like (share, not follow. If you follow ;-) your single page or post.


Difference Between "Like" and "Share" Buttons On Facebook

In the actual Facebook site, these two buttons have the opposite meanings. If you see a post on Facebook and click the Like link at the bottom, your friends will see a little notation that you Liked something. If your click the Share button that content will go into your News Feed which is more visible than the notes about what the things you Like. Facebook knows how to makes things confusing don't they?

Social Media Services

If you'd like help setting up your social media accounts including adding cover photos and find online partners who share your target audience consider one of our Social Media marketing packages.

There are plan for basic levels of posts and frequency all the way to robust plans with tons of social sharing and original postings. No matter which plan you choose, the content will be relevant because we'll plan it out together on your own content publishing calendar.


Send An Email Of Pre-ReTweets - Crafty Twitter Tactics

Pete Semple

Nice Move, EzineArticles

Pre Retweets Ezine NewsletterTalk about mixing up social media tactics in new and effective ways, look at this email that EzineArticles sent to its list.

It provides several pre-written tweets with links back to related content on their site, then asks readers to retweet them.

Getting people to tweet and retweet isn't easy, but this has to be one of the best Twitter tactics out there.

Inbox ReTweets Made Easy

When you click the green "Retweet This" button it open a window in Twitter with the Tweet ready to go. We liked the Milton Berle quote and we like EzineArticles so we were happy to send the inspirational Tweet with a link to Ezine to our Twitter followers.

Why It's Interesting

  • It's Easy
  • It's Win-Win-Win - Helps Ezine, the Retweeters and their Twitter followers
  • It's Unique (for now)
  • It Counted As Their October NewsletterRight Hand Planning ReTweets EzineArticles
  • It Worked On Us


We're guessing that they're happy right now as they monitor the results of this campaign on Twitter.

That's a crafty Twitter tactic Ezine. It's almost like receiving an email, sending a retweet and turning that into a blog post.  ;-)


Social Media Management and Facebook Apps for Business

Pete Semple

Even if you plan to plan to oursource your social media management so you can "set it and forget it", deciding which Facebook apps to incorporate into your page is something to give serious thought to before turning everything over to your outsourcer.Location of Facebook Apps on Facebook Page Helping you select appropriate apps are for your company's Facebook page is one of the most important services we provide to our customers.

Facebook Apps can showcase your products, highlight your location and hours, play your videos to keep customers and prospects interacting with your brand and moving them through the purchase process.

What Are Facebook Apps and How Are They Helpful?

Everything today is all about Apps. Apps simplify the web and give you an easy way to give your customers everything they need in one place to keep them from surfing away for more information (apps keep them in your "walled garden" in internet-marketer speak).

In our four Social Media management packages, you can have from 1 to 6 Facebook apps installed and set up.  Here's a description of some of the more popular Facebook apps to get you thinking about which ones would be most helpful for to keep offer on your Facebook page:

  • Google Maps - perfect for brick-and-mortar stores whose marketing goals include driving foot traffic through the doors. Great for retailers, car dealerships, coffee shops, mechanics, muffler places or realtors' open houses.
  • Contact Form - Installs a standard Contact Us form for visitors to send you an email
  • Shopping Cart - Sell your products from your Facebook Page with a variety of shopping cart options.
  • Extended Info - This app lets you add a box with additional information to your Facebook page It's similar to a Widget in Wordpress, but  for your Facebok page. Extended Info App for Facebook (
  • YouTube for Pages - Connect your visitors with your YouTube channel to be sure they see all your sales and informational assets when they arrive at your Facebook Page.
  • Hosted iFrame or iFrame Apps - Hosted iFrame lets you build up to five custom tabs on your Facebook Page using HTML. This is content that will be hosted there on your Facebook page. iFrame Apps on the other hand allows you to add to custom tabs the content of which is imported via iFrames. This content is hosted elsewhere (probably your website) and uses iFrames to display on the tab in Facebook.

The difference is that with iFrame Apps, changes make to the site (or the source of the HTML) will automatically show up it the Facebook tab. Customer HTML built in Hosted IFrame tabs would have to be updated separately.

  • Oracle Involver is a good place to find several of popular Facebook apps. Some are free and some are tied in with paid services, but you can see them all here: Involver list of Apps
  • - Automatically import posts from up to five blogs into your Facebook Timeline. However, this can look spammy and may result in oversharing if you post frequently and don't add much else.

How to Find Apps For Facebook

How to Find Facebook Apps MenuWhere to search for Facebook AppsFinding apps in Facebook for Facebook is not easy. First, you need to know that to find the Apps link along the left hand side, you need to be on the "Home" page link on the top right menu, not on your page tied to your name.

It can be confusing that the "App" link doesn't appear on the side of your page, but you'll know you are in the right place when you see the menu on the left.

Popular Facebook Apps You Might NOT Want To Use

  • Feed Blog To Facebook via RSS - Like the Twitter integration option below, you might want to think twice about whether you want to import all your blog posts automatically to Facebook via an RSS Feed. The advantages are that you are sure your Facebook is updated and it's one less site to have post on (though you shouldn't let your blog feed be your only FB posts you make - boring!) And it can be helpful because people finding you for first time will have easy access to your blog posts without having to leave Facebook. One of many apps that do this is,
  • Integrate Twitter? We don't recommend this, but we mention it because it's often suggested. The reason it's not always a good idea to put your tweets in your Facebook feed is because if you like to tweet your Facebook Posts, you can end up with a lot of overlap and repetition that your follows aren't likely to appreciate.

Additional Services We Offer with Our Social Media Management Packages

  • Facebook Cover Photo Design
  • Timeline Management
  • Permission Management
  • Twitter Cover Design
  • Google+ Brand Creation/Optimization
  • Google+ Authorship Markup
  • Rich Schema Tags - Reviews, Authorship name and photo appearing in
  • Google+ Authentication - Follow through all the steps so you don't have to
  • Google+ Direct Connect
  • Add to Google Circle
  • Join Circle Groups
  • Adwords Integration - if you want your Google+ button on your AdWords ads.
  • Social Share Synchronization - We'll social updates are crosss postsed to each other
  • Brand Badges
  • Author Badges
  • Brand Widgets
  • Personal Widgets
  • Personal Plugins
  • Monthly Unique Facebook Posts
  • Monthly Unique Twitter Tweets
  • Monthly Google+ Unique Content
  • Monthly Facebook Relevant Shares
  • Monthly Google+ Relevant Shares
  • Work Report
  • Publishing Calendar
  • Facebook Shares