Here’s how bots work on Facebook Messenger

Following the F8 conference, Facebook has released the use of bots within Facebook Messenger.  With an initial 33 companies included, these bots can potentially provide a wide scope of use and function.

You can order food or check the weather outside, with some interesting personal touches.  Despite this however, their actual function is somewhat limited in the present as their function blur into more generalized suggestions.  For example, CNN’s bot frequently only offered top headlines and was unable to provide more personalized recommendations.

It is almost a given that these bots will improve over time, but how so has still yet to be seen.  Will they take advantage of individual profiles when addressing a query or sending a message or will they adapt to user specific messages more frequently?  I feel like this may effect their evolution over time, but this is remained to be seen.

http://mashable.com/2016/04/12/how-to-use-facebook-messenger-bots/#asgk19QsAsqm

Questions:

  1. Do you see this becoming popular, with Facebook users regularly interacting with company bots to receive personalized information?
  2. Do you think Facebook will allow bots to take advantage of profile information to provide a more personalized experience?
  3. Will other forms of social media follow with the use of bots?
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The brand outrage bubble just won’t burst (and that’s a problem)

Link: http://digiday.com/brands/brand-outrage-bubble-just-wont-burst-thats-problem/

Social media has become the means for consumers to express their outrage for a brand or company.  Ranging from tiny mistakes to huge missteps, brands must deliberate whether or not to address each issue (The E. coli outbreak at Chipotle and the absence of cheese in McDonald’s mozzarella sticks are two examples on opposite ends of the spectrum) and determine the right course of action.

“Online fails” have been on the incline, not for an increase in frequency but for an increase in the attention placed onto them.  These occurrences deviate from the norm and are easier to identify, making them more noteworthy.  Given the sheer volume and expectation that companies must constantly deliver (more and at a faster rate), there are bound to be mistakes and consumers are ready to pounce online.

With social media, individuals are quickly and easily able to voice their opinions and feel as though they are making a difference.  In reality, the majority of the time they are trivial complaints that companies believe will be forgotten over time.  I believe that in most cases, individuals tend to over exaggerate “online fails” over social media as it gives them something to talk about, and like the article mentions provides a sense of empowerment.

Questions:

  1. How do we classify something to be an online fail?
  2. When does it become necessary for a company to address an online fail? What is the best course of action for a company to take when addressing an online fail and on which social media platform would be the most effective to do so?