oracle srm refresher training and new functionality including dark posts

ORACLE SRM:

REFRESHER TRAINING

Matt Shinabarger

FH

[email protected]

*If you have questions, please feel free to use the webinar chat feature

mailto:[email protected]


Planned Oracle SRM Refresher Training

• Training Outline: • Topics to include: Baseline Training, New Features and Functionality and User Driven Content: • Oracle SRM User Survey

• https://www.surveymonkey.com/r/SXS2TRS • Survey Open until 4/29

• Open to all Registered Users and will be organized according to the different Oracle Pillars: Publish, Listen & Analyze, Engage

• Trainings will be recorded and then housed on Asset Central

• Training Refresher Dates: • NA, SA, EMEA

• Session 1: 5/9/16: 2-3:30pm UTC (9-10:30am CT) • Session 2: 5/10/16: 2-3:30pm UTC (9-10:30am CT) • Office Hour: 5/11/16: 2-3:00pm UTC (9-10:00am CT)

• GMI, China • Session 1: 5/16/16: 6-7:30am UTC (1-2:30am CT) • Session 2: 5/17/16: 6-7:30am UTC (1-2:30am CT) • Office Hour: 5/18/16: 6-7:00am UTC (1-2:00am CT)


https://www.surveymonkey.com/r/SXS2TRS

https://www.surveymonkey.com/r/SXS2TRS

THANK YOU

Matt Shinabarger

FH

[email protected]




ORACLE SRM: NEW

FUNCTIONALITY

INCLUDING DARK POSTS

Sarah Luckey

Oracle

[email protected]




Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |

Facebook Dark Posts User Guide

Kim Wolfe Oracle Social Cloud April 2016

Oracle Confidential – Internal


Safe Harbor Statement

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

Oracle Confidential – Internal/Restricted/Highly Restricted 6


Facebook Dark Posts

Introduction p. 5 - 7

SRM Functionality p. 8 - 12

Facebook Functionality p. 13 - 15

Carousel Ad Caveat p. 16

Engagement Workflows p. 17 – 22

Recent Issue p. 23-24

Key Takeaways and Training p. 25-26

1

2

3

4

5


6

7


Introduction



Dark Page Posts for Facebook

What are Facebook Dark Page Posts? A dark post is an unpublished page post that will appear in News Feed through paid distribution only. These dark posts are not publicly displayed on the brand Page. These are used for sponsored news feed ads and look similar to an organic (free) newsfeed post with the options for Facebook users to like, comment and share.

Benefits

• A/B Testing

– Tailor different messages to different audiences without spamming the brand page, and test what results in better performance and engagement. Example: Use different ad images or call-to-action buttons per audiences to see which variations have higher engagement.

• Call-to-Actions

– Dark page posts offer call-to-action buttons (e.g. Learn More, Sign Up, etc.) to help increase post engagement by instructing the fan to take action on the post.

• Advanced Targeting Options

– Ads offer brands a wide option of targeting options, more than offered for free posts.

Oracle Confidential – Internal 9


Organic vs. Dark Post Comparison

Published Organic Post: Visible on Timeline (i.e. Public

Post)

Post traffic comes from: timeline visibility and organic newsfeed distribution

Dark Post: Not Visible on Timeline (i.e. Hidden Post)

Post traffic comes from: paid newsfeed distribution



Dark Post Features This is an example of dark “link” post. You’ll notice this post type has these features:

1. Post Description

2. Image

3. Link Headline

4. Link Description

5. Call to Action Button

6. Display Link



Creating Dark Posts



Two Ways to Publish Dark Posts

There are two main ways to publish a Facebook Dark Post:

1. Through Oracle SRM

If the post ad format is supported by Oracle SRM, this is the recommended way to post Dark Posts. Always look to post through Oracle SRM.

* requires Admin or Editor permission level, typically performed by Brand Social Media agency (Brand Channel Managers)

2. Natively

If the format is not supported through Oracle SRM, then Dark Posts can be published natively on Facebook via Ad Manager. The post will still flow into the Oracle SRM Engage Hidden Folder if the following steps will be performed.



Create Create dark posts in same user interface used for published,

scheduled and draft content. Select “unpublished post” as a new post is

created.


Manage Manage dark posts

in unified dashboard (post grid) with published, scheduled and draft

content.

Respond Respond, label and assign dark posts

in hidden folder along with other hidden posts.

Dark Posts in SRM


Create Dark Post From Publish, Choose to

create a Unpublished “Dark” Post from the arrow

dropdown

Oracle Confidential – Restricted 15

Add Post Contents Choose Facebook stream and fill in post contents

just like a public post

Add Call-to-Action Add a post destination link and choose from various

call to action options

How to Create Dark Posts in SRM

Send to Facebook When ready, choose to

send to Facebook to publish post in a dark

hidden state


View in Post Grid From Publish, view all

unpublished posts along with all other post types

Oracle Confidential – Restricted 16

Filter by Unpublished Find unpublished posts

quickly with the post types filter

View Post Details View post details for

unpublished posts the same way as other post

types

How to Manage Dark Posts in SRM

View on Facebook Click the network post ID to view the unpublished

post on Facebook


Page Posts Within Ads Manager Page Posts, all SRM unpublished

posts will appear within Ads Posts


Ads Manager Within the ad creation

process, choose a page and all promotable posts will

show including unpublished posts created

from SRM

Ads Manager & Power Editor

Scroll the post list to see all promotable page posts

including unpublished posts created from SRM

How to Access SRM Dark Posts in Facebook

Ads Manager & Power Editor When editing an ad, choose a

page and all promotable posts will show including

unpublished posts created from SRM


Page Posts Page Posts is the Facebook

recommended way to create and manage

unpublished page posts


Ads Manager Within the ad creation process, choose the + option to create new

unpublished page posts

Ads Manager When creating an ad,

either choose a previously created post or create a new unpublished post

How to Create Dark Posts in Facebook

Ads Manager & Power Editor When editing an ad, choose

use existing post and create a new page post if needed


When an ad is associated to an post, a link to the post will appear under objective in the ads tool.

Click the link to be taken to the post in native Facebook. The post can be public or dark (i.e. unpublished).

These posts appear in Engage for engagement and response.

Oracle Confidential – Highly Restricted 19

Ads Associated to Posts


Carousel Ad Post Each image or video in a Facebook

Carousel Ad is broken out into separate posts


Power Editor Each post appears separately in Power Editor Page Posts section

SRM Engage Therefore, they appear as separate

posts within Engage

Carousel Ad Caveat


Engaging with and Responding to Messages on Dark Posts



Enable Unpublished Posts Within the account tab, check the box to enable Unpublished

Posts to show inside Engage


Engage Hidden Folder From Engage, choose the hidden

folder to view all unpublished posts for Facebook streams

Unpublished Posts View and respond to Facebook

unpublished page posts, whether they were created in SRM

or in Facebook

How to Respond to Dark Posts in SRM NOTE: Process applies to both, posts created in Oracle SRM and natively.


Brand Community Managers (BCM) – When engaging on or assigning a Dark Post, please

add the “Paid Eng.” label to help with future tracking, sourcing and reporting

– If you do not see this label in your drop down of choices please email [email protected]

CoE Best Practices: Labeling Dark Posts within Engage



The Brand Community Manager will be responsible for monitoring Dark Posts for engagement opportunities within the SRM tool • Markets with a BCM Dual Role Care Structure will follow this process;

BCM is Responsible for Monitoring the Dark Posts

Using Oracle BCM publishes a Dark Post

BCM monitors the Dark Post within Oracle’s

“Hidden” Engage folder

BCM reviews the comments on the Dark

Post

Yes

Post needs case handling RFI

Post relevant to Social Care?

• When the customer provides information the BCM will engage with the customer to inform them that a CAC representative will be in contact

• Community manager places “**CM: Complete” and “Paid Eng.” label on post and documents engagement

BCM will share the information with the CAC team

Community manager places **CM: CAC Support label on post

1. BCM ensures s/he is in the correct bundle

2. Navigate to the “Hidden” filter folder

3. Using the search feature find the

Dark/Paid post • To help find the dark/paid post,

search using either of the following; o Text from the post o The owned Facebook page’s

name

No

Yes

Post relevant to BCM?

BCM replies to customer and adds

the “**CM: Complete” and

“Paid Eng.” labels

Irrelevant for all swim lanes >> BCM

to add CM reject label

BCM engages customer as per guidelines and document post

After engagement, BCM adds the

“**CM: Complete” and “Paid Eng.”

label

• BCM directs customer to private message required personal information.

• BCM applies the “**CM: Complete label” and “Paid Eng.” label on post and documents engagement

No


Brand Community Managers within markets that have established Dedicated Social Care teams will also be responsible for identifying and assigning care content to their market’s care team • BCMs within a Dedicated Social Care team will follow this process;

BCM is Responsible for Monitoring the Dark Posts

Using Oracle BCM publishes a Dark Post

BCM monitors the Dark Post within Oracle’s

“Hidden” Engage folder

BCM reviews the comments on the Dark

Post

Post relevant to Social Care?

No

Yes

Post relevant to BCM?

BCM replies to customer and adds

the “**CM: Complete” and

“Paid Eng.” labels

Irrelevant for all swim lanes >> BCM

to add CM reject label

BCM to assign post to the market’s social customer care team • When assigning include the following in the

notes box; o Mention the post is on a Dark/Paid post o Username of customer with the care

issue

BCM to add the “Paid Eng.” label to the post 1. BCM ensures s/he is in the correct

bundle 2. Navigate to the “Hidden” filter folder

3. Using the search feature find the

Dark/Paid post • To help find the dark/paid post,

search using either of the following; o Text from the post o The owned Facebook page’s

name

Yes

No


Markets that have a Dedicated Social Care team, the Social Care Advisors will be responsible for reviewing and engaging with Dark Posts that are assigned to their team • Social Care Advisors within a Dedicated Social Care team will follow this process;

Social Care Advisors Engagement Responsibly

Using Oracle, the Care Advisor ensures

s/he is engaging in the correct care

bundle.

Care Advisor navigates to the “Hidden” Engage

folder

Advisor selects the “assigned to me”

queue

Advisor will reply to customer and

document engagement as per

guidelines

Based on BCM’s internal note, the advisor will search the Dark Post

thread for the customer mentioned

After engagement advisor adds the

**CC: Complete label

If the “Paid Eng.” label is not already applied, add it

- Only for dark posts


Recent Issue:

Recently, an issue was identified where some unpublished posts were not being shown in the hidden folder. These posts were not being returned from the Facebook Graph API. The issue is associated with the workflow process of how the ad / post was created. During the ad creation workflow in Facebook Power Editor, the user is able to select either use “Create Ad” or “Use Existing Post”. If user chooses “Create Ad” option, these on the fly created ads associated to posts were not showing up in Engage.

Issue Resolved:

After direct contact with Facebook, we identified an enhancement that is not clearly documented. As of 3/31, the enhancement has been released and has resolved this issue.


Recent Response Issue for Dark Posts


GM Holden group used the “Create Ad” option instead of the “Use Existing post” option when they created the

carousel ad in question. This approach allows to create ads with both an image and video.


With released enhancement, these posts for this type of ad appear in Engage. However, the caveat to the carousel

ad post is that each image and video creates individual posts in Facebook Ads Page Posts and Engage.

Create Ads Example Workflow Confirmed


Summary



Key Takeaways about Facebook Dark Posts

A dark post is an unpublished page post that will appear in News Feed through paid distribution only

Align all of the stakeholders managing your channels, paid social and care teams to ensure they understand the process and tool functionality laid out in this User Guide

Post unpublished (dark posts) via SRM whenever possible

Don’t forget to activate Dark Posts in Engage to view and respond (slide 12)

Each image or video in a Facebook Carousel Ad will appear as separate posts in Engage

Comments to Dark Posts will flow into the Oracle Engage Hidden folder

Brand Community Managers are responsible for moderating Dark Posts and escalating any care issues to the appropriate teams

Download and view this training video for an additional step-by-step walk through of Facebook Dark Post information and processes. Watch the video here.


https://www.gmuiassets.com/social/presentations/gccx-newsletter/april/Dark_post_review_call_short_version.mp4


GM Top Hashtags Chart Request April 1, 2016



Safe Harbor Statement

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.



• Top Twitter hashtags for a topic based on date range

• Click-through to see individual snippets

• Click-through to see terms/themes

In Progress


GM Request: Top Twitter Hashtags chart


• Add to charts in listen dashboard

• Scroll down to see Top hashtags chart.

• Click each hashtag to see snippets containing the hashtag


GM Top Hashtags - How to Use

Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 35


• At the moment, the Top Hash Tags chart only contains data from the time we released it.

• This means that if a customer views this chart in relation to an existing topic, they will only see top hashtags since a few days ago.

• Customers should be aware of this constraint as the chart will appear incomplete with existing topics but complete with new topics.

• We're working on finding workarounds for this limitation and will keep everyone posted.


Things to Note


Hiding Comments and Posts in Engage




THANK YOU

Sarah Luckey

Oracle

[email protected]




Data & Analytics

oracle srm refresher training and new functionality including dark posts