Lo stato del Social Caring in Italia

Uno degli aspetti di una strategia oculata di Social CRM è il “Social Caring” ossia la capacità delle aziende di curare il rapporto con clienti e prospect all’interno degli spazi sociali di rete. Per capire quante e quali aziende italiane sono attente a questo nuovo modo di relazionarsi online abbiamo analizzato 2.201 pagine Facebook ufficiali di aziende e brand che scrivono prevalentemente in italiano, con il tool Social Analytics di Blogmeter.

Da gennaio a maggio quelle che hanno risposto ad almeno un post originato degli utenti sono state il 54%. Ma quelle che hanno risposto ad almeno 500 post in 5 mesi sono state appena 63 ossia il 3%.

Tre i parametri utilizzati per osservare il comportamento di chi risponde: il response time, il response rate, i post addressed.

Le aziende più veloci nelle risposte sono risultate essere PosteMobile, che risponde mediamente in meno di un’ora, Vodafone, Poste Italiane e Sky Sport F1 HD, che lo fanno in meno di due ore.

Se invece si guardano i tassi di risposta sul totale dei post lasciati in bacheca dagli utenti si scopre che le pagine che superano il 90% sono quelle di Bonprix, Young&ENI, Intesa SanPaolo Servizio Clienti, PostePay e Poste Italiane.

Infine l’analisi del numero di risposte date fa emergere quali sono le aziende più indaffarate: al primo posto TIM che in 5 mesi ha gestito ben 8.932 domande originate dagli utenti, Tiscali Help Desk con 8.019, Vodafone 7.096, Wind 6.529, Alitalia 5.361.

Per avere un quadro di sintesi delle tre metriche si possono mettere sugli assi cartesiani (grafico in alto) e individuare così un quadrante dei leader formato da 15 aziende con performance superiori alla media e un quadrante dei laggards composto da 42 pagine sotto la media per tempi e tassi di risposta (ma che comunque hanno risposto ad almeno 100 post al mese).

Il Social Caring è un’attività sempre più imprescindibile che non s’improvvisa, ma necessita di un’oculata ridefinizione dei processi interni che porti ad una collaborazione proficua tra diverse aree aziendali. La pagina Facebook non può più essere considerata come di esclusiva pertinenza dell’area comunicazione/marketing o del customer service. Le persone non fanno questa distinzione, ma la usano secondo le proprie esigenze contingenti: a volte per chiedere informazioni su offerte/prodotti, altre per porre chiarimenti tecnici.

Dunque risulta fondamentale dotarsi di strumenti di ascolto evoluti in grado di analizzare semanticamente e poi classificare i messaggi, in modo da indirizzarli automaticamente (triage) ai team competenti. Non meno importante è la possibilità di valutare gli operatori anche secondo le nuove metriche prima analizzate. Per approfondire il tema e dare uno sguardo all’esperienza di PosteMobile, vi consiglio di scaricare questa presentazione.

[Source: Blogmeter]

Is Social Media Bad For Your Mobile Phone?

If you have a smartphone, then the chances are you’ve used social media on your mobile at one point or another. It’s great to be connected all the time, but what are the negative effects of social media on your mobile? We’ve developed an infographic to find out the answer…

Key Facts

  • 47% of people use social media from their mobiles
  • 340 million Facebook app users on iPhone and Android
  • After Nov 2012 release of the Facebook app, mobile signal used by the app rocketed by 600% despite their membership only increasing by 4%
  • The Facebook app requests 24% of its data volume from YouTube, 16.5% from Twitter, and 15.8% from Tumblr
  • Mobile data usage is expected to increase 2000% by 2017
  • The cost per megabyte of mobile data has decreased from $0.46 to $0.03 in the last five years
  • Uploading 1 photo a day to Twitter costs $0.195
  • Viewing 10 photos a day on Twitter costs $0.15
  • Annual cost of using Twitter on your mobile: $125.93
  • Annual cost of using YouTube on your mobile: $438
  • Annual cost of using Facebook on your mobile: $470
  • Annual cost of using Pandora on your mobile: $657
  • Driving whilst social networking on your mobile makes you four times more likely to crash
  • Smartphones slow your driving reaction times to 38% (compared to 21% for Cannabis and 12.5% for Alcohol)
  • For every 1 million new mobile subscribers there is a 19% rise in distracted driving fatalities
  • 45% of people feel agitated when they can’t access their social networks
  • 60% of people feel the need to switch off their phones to have a break
  • 66% of people have trouble sleeping after using social media
  • 25% of people have relationship problems because of online fights
  • Regular mobile users experience withdrawal symptoms similar to that of drug addicts
  • 64% of people have accepted a friend request from a stranger
  • 73% use a geo-tracking application on their mobile
  • 41% are extremely concerned about letting potential burglars know when they’re away
  • The Android app uses 75% of its energy to serve ads and uploading user data

[Source: liGo]

How Apple’s iOS 7 Changes Everything For App Designers

If you are a mobile developer getting to know what’s new in iOS 7, you’ve actually got it fairly easy. It’s the mobile designers who are banging their heads against the wall.

Everything app designers knew about the look and feel of iOS has basically been tossed out the window in iOS 7. Buttons no longer have borders, drop-down displays are translucent, icons are completely different. Designers are basically going to have to start from scratch with iOS 7 to make sure their apps fit with Apple’s new design guidelines.

It is about time too. On iOS, designers have had it easy for years as the basic user interface guidelines from Apple have stayed pretty much the same. Developers, meanwhile, had to deal with all the new features and functions that Apple released (Siri, Maps, AirPlay and so forth) as it iterated iOS through the years. Now, designers are getting their comeuppance.

Here are the major design changes in iOS 7 and some thoughts on how to get started implementing them.

9 Major Changes

iOS 7 has gone “flat.” If you don’t know what that means, you are probably not a Web designer. For those who are not in the know, flat design eschews shadows and emulating physical objects in design (like a bookshelf for Apple’s Newsstand) for simple constructs. iOS has also gone skinny, with the font and borders line having a lot less width than before. The color scheme is a bit different, with black and white modes, hints of red, blue and pastel all over iOS 7.

iOS 7 has some nine major UI differences from its predecessors:

1. Flat Design – See above. You will notice that the UI of iOS looks quite different in how it is presented. Fewer soft edges, more thin, hard lines. Depending on your perspective, this could be an improvement.

2. Font – The “skinny” aspect of iOS 7 begins with using Helvetica Neue UltraLight as a primary font. You can see this all over the design, though Apple makes it fairly easy to change the size of the font for different purposes.

3. Icons – Icons have been changed significantly. Most have gone borderless. Icons are resizable for different screen sizes (iPhone vs. iPad, portrait vs. landscape).

4. Colors – To accommodate the flat and skinny, Apple updated its primary color schemes to be blue, red, white, black and… pastel.

5. Borderless – You thought that you had your buttons down? Well, all of them are about to change. Solid-color buttons are (for the most part) out of iOS 7, replaced by buttons that don’t have border edges and float on top of the background.

6. Layers – This is where advanced designers are going to have some fun. The new UI layout allows you to present several different layers in one screen of an app. So you can align navigation and tab bar views with a custom view hierarchy to create a cool new interface. Layers also help with the fact that much of iOS design employs translucent windows.

7. Translucence – Say you have the drop-down notifications menu sitting over your app. Users will now be able to see the general colors of what is behind that menu.

8. Gestures – iOS 7 knows when someone is holding the device, allowing enterprising developers to manipulate the interface in some new ways. Apple also introduced new navigation choices, including the ability to return to the last app you were in with a swipe from the edge of the screen. You will also be able to change tabs in Safari with end-of-screen swipes or flick between messages in email.

9. Status Bars & Menus – Menus, controls, navigation and status bars are different by definition of the flat and skinny styles in the new UI and the different color schemes.

New User Interface Kits

If you are designing for iOS 7, there are three things you are going to get really used to: the new UIKit Dynamics, Text Kit and all the new features to implement the design changes in Xcode 5.

UIKit Dynamics – Helps improve user experience by incorporating real-world behavior into apps. New behavioral changes in iOS 7 include Attachment (specifying a connection between two objects and moving then dynamically with each other) and Push (different angles and vectors in how an app is manipulated). The UI convention for gravity behavior  works on a coordinate system that charts points in the movement of the device. Understanding dynamics may be confusing at first, but it is one of the more interesting user interface elements in iOS 7.

Text Kit – The greatest aspect of the new Text Kit for iOS 7 is that it should allow designers to deploy text using significantly less code. Text Kit offers a high-level framework for handling text characteristics on pages and columns, around objects (like an image) and allows for designers to edit, display, store and create text.

Upgrading Your App Designs

Apple has 900,000 apps in the iOS App Store. All built on iOS 6 or before.  If that number includes your apps, it’s time to update.

This is where the new Xcode 5 Developer Preview will help. If you chose to create most of your buttons and menus and other simple functions using Apple’s standard iOS principles, then the Auto Layout function in Xcode will automatically update them for you. If you don’t use Auto Layout… well, time to get cracking on manually updating your custom design elements. You can, of course, also take a hybrid approach where you let Apple take care of the simple stuff and customize certain specific actions in your app. Many advanced developers take this approach.

Apple insists that every iOS 7 app do three things: update the app icon (120 x 120 pixels), update the launch image within the app and support Retina display with all artwork and images.

Apple suggests (though it’s not mandatory) that all apps adopt the translucent user interface elements, redesign custom bars, update background images to support borderless buttons and adopt dynamic types in the UIKit (see above).

If you think you can update your app and sneak it by Apple’s App Store review board without updating the UI, you are going to be very sorry. The design in iOS 7 is extremely important to Apple and a consistent look and feel across apps in the App Store has always been high on Apple’s agenda. As such, Apple offers three guidelines to keep in mind:

  1. Deference – The user interface helps users but doesn’t get in the way.
  2. Clarity – Everything (text size, icons, images) focuses on functionality through design.
  3. Depth – Layers and motion, “heighten users’ delight and understanding,” according to Apple’s UI Transition Guide.

That’s the primer designers need to begin thinking of updating app design for iOS 7. Make sure you familiarize yourself with all of Apple’s new guidelines before applying the paint.

Mobile Apps

Mobile, connected thought leadership

BYOD – Global

All Things Mobile – Global

Mobility Hub – US Advisory

Financial Services Mobile Payments Community – United States

[Daily Notable OT] Kanye West is back with “Yeezus”, and a hard touch of Daft Punk!

Kanye West è tornato, con quello che secondo me è il disco dell’anno. Duro, esplicito, con un sacco di parolacce e campionamenti. Ma carica davvero di brutto.
In tutto questo, ben 4 canzoni scritte/prodotte insieme ai Daft Punk che nulla hanno a che vedere con l’atmosfera di RAM: a mio vedere son anche le più belle.

  • On Sight
  • Black Skinhead
  • I am a God
  • Send It Up

Bando alle ciance, cliccate e ascoltatevelo!

[Focus on Social Platforms – 06_2013] Instagram

Digital media is going visual, with Instagram leading the way.

Just three years old, Instagram is now owned by Facebook and poised to become a major player on the social Web. Along with its growing user base, Instagram has attracted more and more brands, too. While Instagram isn’t quite on par with Facebook or Twitter when it comes to brand adoption, it’s well on its way.

Check out these 15 interesting stats about the ever popular mobile photo-sharing network:

  1. Instagram has 100 million monthly active users. (Instagram)
  2. 40 million photos are posted per day. (Instagram)
  3. There are 8,500 likes per second on Instagram.  (Instagram)
  4. 1,000 comments are made per second.  (Instagram)
  5. 59 percent of Interbrand’s top 100 brands are on Instagram. (Simply Measured)
  6. Engagement on Instagram with the those top 100 brands has increased 35 percent, driven mostly by Nike, Adidas, and Gucci. (Simply Measured)
  7. 26 of the top 100 brands have more than 10,000 Instagram followers. (Simply Measured)
  8. 10 of the top 100 brands have over 100,000 followers. (Simply Measured)
  9. 40 percent of brands’ photos are filtered. (Simply Measured)
  10. Lo-Fi is the most used filter among brands. (Simply Measured)
  11. Of the brands that use Instagram, 41 percent now post at least one photo per week.  (Simply Measured)
  12. 98 percent of Instagram photos posted by top brands are now shared to Facebook.  (Simply Measured)
  13. 28 percent of U.S. Internet users between the ages of 18 and 29 use Instagram. (Pew)
  14. 14 percent of Internet users between the ages of 30 and 49 use Instagram. (Pew)
  15. Only 3 percent of Internet users between the ages of 50 and 65 use Instagram. (Pew)

How Your Device Is Controlling You


We take it for granted that more of our time and attention is spent staring into a screen. It’s become our central interface with the world. In fact, we’re consuming as about three times the amount of information today that we did in 1960, according to researchers at University of California, San Diego.

What this does to our brains, our attention span, our relationships, even our moods, however, is being studied as we speak. There is no definitive answer, yet. But we conducted a survey at meQuilibrium to find out what impact screen time was having on people’s lives, attention spans, outlook — and even we were shocked at what we found.

We Can’t Ignore Them

It would be one thing if our phones just sat there quietly until we needed them. But they don’t. They exert a kind of tyranny over our attention and actions. Sixty-one percent of respondents said they cannot ignore their devices and check them within an hour of receiving an email, text, or alert — and 81 percent of those surveyed interrupt conversations, meals, all kinds of fun things, to do it.

Rethink the urge. When you feel yourself reaching for your phone, hit pause. Ask yourself what could be gained from checking right now. Delay it–especially if you’re in the middle of food or conversation.

We Feel Worse After Checking

I could almost understand the Pavlovian response we have to buzzing and ringing if we were guaranteed to feel better after tuning in to our screens. But it turns out we’ll stop mid-sentence or mid-chew to check our email and texts–only to feel worse. Sixty-one percent of those surveyed reported feeling jealous, depressed, or even annoyed after checking updates! It’s no surprise, then, that 73 percent of respondents believe that their devices contribute to stress in their lives. (Learn more about the stress epidemic and how it’s impacting you.)

Rethink the effects. Next time you do a quick scan of email, text, and social networks, ask yourself, what did you learn and how did it make you feel? We rarely take the time to reflect on it, but doing so and owning up to how it makes you feel and what, if anything, it’s doing for you, is the first step to making a shift.

We Spend More Time With Screens Than People

It’s bad enough that we’ll stop what we’re doing with those we love to do something that will undoubtedly leave us more stressed — but more and more people are opting for screen time over the company of others. Three out of five people admitted to spending more of their free time on their computers than with their significant others.

Rethink your time. Rather than let digital inertia take over, make a plan: to go out, to see people, to get food, meet someone for a walk. It does require an extra effort to put yourself in front of other people, even the ones you live with — but the rewards you’ll reap from that company will outweigh anything you’ll find on Facebook.

Your device isn’t evil unto itself, of course. But the more you can become aware of your own habits and the effect your screen time is having on you, the more in control of your attention you can be.

[Source: Huffington Post – meQuilibrium]