Documentos de Académico
Documentos de Profesional
Documentos de Cultura
Study Design 3
Executive Summary 5
Drivers and modes of social media use 10
Trust in social networking 15
Facebook 17
Twitter 20
The role of brands 21
Smartphones 27
What’s Next 30
Appendix 35
Participant Design
Adult males and females evenly distributed across age range from 18 to 50+
Must have more than one active social media account (Facebook, Twitter, MySpace, etc..) OR be
a Facebook account holder with more than 25 friends
Frequently engage in social media related behavior such as:
Log into Facebook, Linked-in or other social networking site
Check for new tweets from people you follow or tweet yourself
Participate in a branded community
Read or comment on a blog
Write their own blog
Expect current level of social media use to grow or remain at current level in the future
Total: n=314
Session Length/Time
60 Minute Live Session: Tuesday, June 15, 2010
60 Minute Open Session: Wednesday, June 16 – June 18, 2010
3 © 2010 Invoke Solutions - Confidential
Background and Objectives
Facebook
• Many of the activities participants indicated they did the most of, and
with the most frequency, were via Facebook, placing it at the epicenter of
social networking activity
• The company itself had the highest unaided awareness and was also
frequently cited as the most influential company in social networking
• However, Facebook’s recent privacy challenges are having an impact on
users perceptions of the company and their services
Twitter
• While “Tweeting” and “Following people on Twitter” ranked lower than
many other social media activities in current use, the company ranked 2nd
only to Facebook in awareness among participants and there appears to
be a growing trend to use Twitter to connect with companies
Role of Brands
• Consumers clearly believe that companies and brands have a significant
role to play in social media and are in many ways re-shaping what Social
Networking is used for
• 65% of participants follow a company or brand via Facebook
• 31% follow a company or brand on Twitter
• 47% indicated they had posted a comment on a company’s Facebook page
• 32% had posted a comment about a company or product on their own
Facebook page
• 32% and 30% shared “new product information” and “information on sales
and deals” respectively with their social network
• Consumers indicated that they expect to be rewarded for their
interactions with companies via “deals” or “coupons”, which are their top
reasons for following a company on Facebook as well as the reward they
expect in response to a company complaint
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
7) Please select all of the following statements that accurately describe you:
To socialize 13%
To be entertained 7%
To gather information 6%
Another reason 2%
To learn 1%
To share information 1%
Q) Please rank the reasons WHY you use social media like web sites, blogs or twitter.
Q) What kind of things do you most frequently share? Please select all of the following that you share when you communicate.
20% - 40% of the time 40% - 60% of the time 60% - 80% of the time More than 80% of the time
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Q) How much of the time that you spend in social media (between social networking sites, blogs, twitter) is spent doing each of the following:
Blog post by a brand, product or company 11% 25% 42% 15% 6% Trust completely
Posts by a brand, product or company you follow in Facebook 9% 32% 42% 11% 6% Trust somewhat
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Q) Speaking of trust, how much do you trust the following sources of information, with 1= Trust completely and 5 = Don't trust at all?
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Q) Please rate how important the following factors are in how much you trust a blog, twitter, Facebook page or community site, with 1 = Extremely
important and 5 = Not at all important
16 © 2010 Invoke Solutions - Confidential
Facebook is clearly the center of the
Social Networking universe…
• 78% of participants mentioned
Facebook when asked what they
think of when someone says
“social networking”
• 94% of participants listed • “facebook, many people think they can't live
without it”
Facebook when asked to name a
• “Of course, facebook, because it 's the largest
social media tool or site and most extensive social network of various
people common themes and interests”
Please select all of the following statements that accurately describe you:
• “Facebook because many companies use it as
100% an outlet to promote”
90%
90% • “facebook, you can connect more with
80% companies, friends, family, and things you
70% 65% want to get involved with”
60% • “I would say Facebook. It seems to be the most
50% popular one where people can share thoughts,
40% pictures, ideas. Businesses even have
30% Facebook accounts to draw customers”
20% • “facebook, it has a lot of users, also has a lot
10% of tools and games available to keep users
0% occupied and checking in frequently”
I am a fan of at least one product I have a Facebook account which I
or retailer on Facebook actively use
Q) We are here today to talk about SOCIAL NETWORKING. When I say SOCIAL NETWORKING, what do you think of? (1st percentage)
Q) Please list all of the social networking SITES or TOOLS that come to mind now. (2ndt percentage)
Q) What COMPANY would you say is the most influential in the social networking? Why do you say that? (Verbatims)
Q) Facebook has recently faced a lot of criticism about both what privacy controls it offers and how easy those controls are understood by members.
Has this changed your opinion about the company or raised concerns about your use of its service? (Left Chart)
Q) What do you think the issues are related to privacy and social media? Why do feel it is an issue for some people? (Verbatims)
Q) We are here today to talk about SOCIAL NETWORKING. When I say SOCIAL NETWORKING, what do you think of? (1st percentage)
Q) Please list all of the social networking SITES or TOOLS that come to mind now. (2ndt percentage)
Q) What COMPANY would you say is the most influential in the social networking? Why do you say that? (Verbatims)
Information on sales
or deals, 30%
26%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 23% 25% 27% 29% 31% 33%
Q) How much of the time that you spend in social media (between social networking sites, blogs, twitter) is spent doing each of the following: (Left
chart)
Q) What kind of things do you most frequently share? Please select all of the following that you share when you communicate. (Right Chart)
• “I actually had a really lousy experience at 1 Panera Bread restaurant (they're usually GREAT). I posted
something at THEIR SITE..got a gift certificate”
• “I commented on Nabisco's facebook page about how wonderful the 100 calorie packs are and they sent me a
coupon for a package for free”
• “Had a couple problems with my new dishwasher. I called the 1-800 # and they blew me off so I made contact
through facebook page and they responded and fixed the problem. I guess they didn't want to get a bad
reputation“
• “I comment of the lands end FB page about a slow order and they took care of me by providing me a free
shipping code for my next order”
• I had a horrible sales' experience at Best Buy and have told everyone I can think of about it. Do not plan on
going back to BB and hope to warn others about their misrepresentations to help protect other people. And, no,
Best Buy did not respond. Too big and they just don't care.
• I didn't have good results with either of the things I tried. I wanted to talk to Tide about participating in Loads of
Hope, and all they wanted was my money. I wanted to ask P&G if they were donating truckloads of Dawn to the
Gulf, but got no reply.
Q) Please give me an example of when you have used social media to comment or complain about a company or product. Also, tell me if the
company responded. (Verbatims)
23 © 2010 Invoke Solutions - Confidential
Social networking is changing the way consumers gather
brand and product information…
• While more participants indicated they look for brand or product
information via a search engine or on a company’s website than other
online outlets, those who follow products/companies on Facebook (47%)
and Twitter (62%) leveraged company Facebook pages for info more than
those who don’t
• A quarter of participants who follow a company via Twitter did either a Twitter
search (25%) or added the company of interest to those they follow (28%)
86%
Search engine 88%
91%
81%
Company website 85%
88%
38%
Company Facebook page 47% Total
62%
10%
Twitter search 11%
25%
3%
Other 2%
0%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Q) When you are looking for information on a brand, product, or company, what tools do you use? (Select all that apply)
24 © 2010 Invoke Solutions - Confidential
…and consumers have conversations with those brands
• While more participants indicated they directed comments to the
suggestion page of a company’s website than any other online
outlet, participants who are also followers of a product/company on
Facebook or Twitter consistently expressed a willingness to leverage
additional online outlets across the board
• from posting on their own page, or the company’s page, to “tweeting”
about it and even blogging
Comment or suggestion page of the brand, 65%
63%
product or company website 68%
37%
Facebook post to your own page 45%
47%
13%
Blog about it 15%
25%
12%
Tweet about it 12%
25%
To participate in a particular 5%
5%
5 service or program 26% 4%
6 Another reason 4% 3% 0%
All the time Frequently Sometimes Rarely Never
Q) What tools would you like products, brands, companies or individuals to make available on their websites or blogs for you to either follow
them or redistribute their content easily? (Select all that apply)
Q) How often do you check Facebook, Blogs or Twitter feeds for deals, pricing or coupons from companies before shopping?
Q) How much of a factor was social media access in selecting your current mobile phone? (choose one)
Q) Thinking about your NEXT mobile phone purchase, how important will social media be in selecting that phone? (choose one)
27 © 2010 Invoke Solutions - Confidential
The willingness to use a mobile phone as social media
platform is heavily impacted by age
• 78% of participants age 50+, and approximately half of participants
ages 35-49 indicated they did not want to use their cell phone for
social media, suggesting that the appeal of mobile access may be
influenced by those who are digital natives vs. digital adopters
• Participants ages 45-49, potentially the parents of younger cell phone
users, were more willing than their older and younger peers to use
their cell phone for social networking
Total, 48%
Q) Please select which social networking activities you do not currently use on your mobile phone but would be interested in using in the FUTURE.
(Select all that apply)
Q) Please select which social networking activities you would BE interested in using your mobile phone to do in the future if you could. (Select all
that apply)
• “we may not need our mailboxes outside our houses anymore”
• “I think it will be big, it will be like the invention of the telephone.”
• “I think social media will become the norm in the next 5 years.”
• “I think it will become more polished like web pages are today. We're just tipping our toes in what can be done in
the future.”
• “It'll probably be the main way the people communicate. I'm not sure if that's a good or bad thing yet though.”
• “It will dominate our time and drive our social lives”
• “EVERYONE will be on some kind of social media-it's the latest craze and will become more simplified to use in the
future.”
• “its going to be a great social adventure .however people need to balance it a little”
• “More and more features will be offered on the mobile side - in cell phones, in automobiles, other hand held
devices. Home use will move more to wireless devices and also interface fully with our mobile media.”
Q) Where do you see social media going in the next two to five years?
30 © 2010 Invoke Solutions - Confidential
The medium lends itself to brand-initiated, consumer-
oriented conversation
• Generally, participants expected brands to move more into social media
because increasingly, that is where consumers can more reliably,
continuously and personally be reached vs. other media
• Others cited the opportunity the medium affords for brands to target and
engage niche consumers on their own terms and when they have
demonstrated interest
• “Getting bigger and bigger. Advertisers, I think, are just starting to realize what a great tool it is -- particularly
when you have a very specific target market.”
• “I expect social media to be just as popular for networking with friends and I expect more companies to
communicate with customers on facebook and offer free products/discounts.”
• “I can see purchases being made at great discounts through retailers. Continued ways of staying in touch with
friends through all sorts of portable devices.”
• “It will far surpass any other kind of advertising - print, etc because everyone is online. More and more are
going online to do just about everything. It is becoming easier to go online and with more vehicles to do so. As
the older non-techie Americans die off, and this young crop grows, everyone will be online.”
• “I think it will become more important all the time. Everything moves so fast, if retailers don't keep up with mew
media, they will lose in the marketplace. Look at newspapers and magazines - they're dying, thanks to the
Internet.”
Q) Where do you see social media going in the next two to five years?
• “I see social media becoming more personalized. Via social media companies will be able to promote to people
who like and use their services."
• "Yes it is because it gives consumers more of a medium to let their own voice and opinion be heard."
• "yes social media is a better way for communication as we move toward a global community it's the way people
from one country can communicate with others"
• "It is becoming a better medium because more and more people are using social media and leaving more
traditional media behind"
• "This is a better means of communication because the brands, products and companies post access to special
deals, promotions, discounts and coupons. You don't really see all of those things at once on TV."
• "It allows them to connect with the consumers at a different level and to also give those that are loyal to their
brand advanced notice of things as well as special discounts and offers. It's definitely a good way to promote
brand loyalty."
• "Possibly, because this offers the chance to dialogue in an open way and to interact with the advertisers. To ask
questions, be heard, be taken into account, to be acknowledged. It will help companies to become more
transparent and down-to earth, more approachable"
Q) Is social media a better medium for brands, products and companies to communicate their value to you as a consumer than traditional media?
Why or why not?
32 © 2010 Invoke Solutions - Confidential
However, a few questioned the appropriateness of brand
messaging in “social” media
• A few participants reiterated that their main objective in using social media
was to connect with family and friends and not with companies; evidence
that the reach of brand messaging remains bound by user interest level
• Other concerns centered around responsiveness and the pull nature of
social media vs. the push nature of traditional media; an aspect more
participants cited as a strength of the medium
• “Not really. In social media you have to search for it. In tv ads it is just put in front of you whether you were
looking for it or not.”
• “Not really, because they either ignore what you have to say, or never respond, as to talking to them face to
face, it'd be hard for them to ignore you or not respond.”
• “i don't think so. i don't exclusively look up information about brands from social media anyway.”
• “No. I'd rather hear about these companies and promotions through tv. I use the sites to stay in touch with
friends and family, not for companies and more advertising.”
• “no don't like all the advertising, check their website if interested”
• “social media is not a better medium though beneficial since i don't like to find such information via such means.
i prefer social media for personal interactions, not media driven.”
• “no i use a social network to relax and get away from ads and companies not to be followed there by them too”
• In my personal case, no value as I don't follow or care to follow brands/products/companies via social
networking...get the term "social" networking?
Q) Is social media a better medium for brands, products and companies to communicate their value to you as a consumer than traditional media?
Why or why not?
33 © 2010 Invoke Solutions - Confidential
While others viewed social media as a supplementary
channel for brand information
• Still other participants viewed social media as a supplementary to,
not as an outright replacement for traditional modes of brand
communication
• “Yes and no. Communicating through social media is a great way to sell. but don't lose the fact that face to face
contact w/ customers also helps a relationship grow as well. I hear so often that customer service no longer
exists.”
• “I really Believe That Both ways would help them find more customers”
• “i have mixed feeling about that, cause sometimes they go overboard and run up posts or flood your feeds with
too much updates and their is nothing you can do unless you unfollow or delete them which sucks if you value
them as a company, but then again being in touch with them this way seems more one on one.”
• “it's equal. consumers need to do their homework whenever they want to stay informed, social media is just
another tool”
• “social networking is just an "extra" way to get people be awared of the products offer by companies. It is a
good medium; however, the company will need to do more than posting on facebook and other social
networking sites. Continue with tv ads, circulars, email, mailing, etc”
• “The ideal use for a company would be as a supplement to what already exists. The company should try to
present some kind of "carrot" to ensure repeat visits from consumers.”
• “I don't know if it's better--but it's a must, nowadays. Any buisness which doesn;t use it, is not doing all they can
to reach as many people as possible”
Q) Is social media a better medium for brands, products and companies to communicate their value to you as a consumer than traditional media?
Why or why not?
9%
18-24 8%
12%
15%
25-29 18%
22%
15%
30-34 18% Total
21%
12%
45-49 8%
9%
18%
50+ 13%
9%
Q) Age
39%
Male 35%
41% Total
Female 65%
59%
Q) Gender
1%
Some high school 1%
2%
18%
Under $25,000 16%
11%
26%
$25,000 - $49,999 29%
26%
26% Total
$50,000 - $74,999 21%
24%
I am a fan of at least one product or retailer on
Facebook (203)
16%
$75,000 - $99,999 17% I currently follow products or companies on
19% Twitter (97)
12%
$100,000 or more 15%
16%
2%
Prefer not to answer 3%
4%
Q) Which of the following best describes your total annual household income?
55%
70% Total
30%
Q) Kids in Household
24%
Single 24%
28%
55%
Married 57%
58%
Total
1%
Widowed 1%
0%
14%
Hourly 18%
24%
35%
Every few hours 41%
45%
Total
40%
At least once a day I am a fan of at least one product or retailer on
34%
Facebook (203)
28%
I currently follow products or companies on
Twitter (97)
11%
Every few days 6%
3%
0%
At least once a week 0%
0%
12%
Hourly 15%
22%
36%
Every few hours 41%
46% Total
39%
I am a fan of at least one product or retailer on
At least once a day 35%
29% Facebook (195)
I currently follow products or companies on
12% Twitter (87)
Every few days 9%
3%
0%
At least once a week 0%
0%
Q) How frequently do you check Facebook for friends' updates or to update your own status?
0%
1-10 0%
0%
0%
11-25 0%
0%
23% Total
26-50 18%
13%
I am a fan of at least one product or retailer on
Facebook (195)
29%
51-100 29% I currently follow products or companies on
31% Twitter (87)
24%
100-200 27%
25%
24%
200+ 27%
31%
61%
Home computer only 55%
42%
8%
Home and Work
6% Total
Computer
2%
I am a fan of at least one product or retailer on
Facebook (202)
15% I currently follow products or companies on
One computer plus
18% Twitter (97)
phone
24%
15%
All Access Modes 21%
32%
Q) Access Mode
10% 10%
Facebook only
Facebook Plus
Non-Facebook
80%
Q) Account types
30%
70%
Q) Please select the statement below that most accurately describe your view of future participation with social networking sites (such as Facebook,
Linked-in, Twitter), online communities, or blogs.