Archive for the ‘Social Networking’ Category

Charlie Gunningham

It’s Tribal, and it’s who we are

It’s Tribal, and it’s who we are

During the recent UK general election (American friends of mine were amazed at how quickly it was over, English friends bemoaned how it dragged on for weeks), I read a Guardian blog post which berated parties of all hues (“tribes”). The writer loathed one tribe, but was saddened how his own tribe had left him, and he wasn’t really interested in the third one either. Hence the inconclusive result I suppose.

And so it got me pondering the state of how we get our information these days, and how quickly media has changed. The blog itself is something I would never had read without the advent of the internet (itself only a 20 year old invention). By the time I read it, it had already attracted 50 comments.

On election night (morning in Australia), I found myself searching #ukelection and #ge2010 twitter themes to read what people were saying as the results came pouring in. Most of them were watching the same telecast I was half a world away (I found the BBC player online somewhere which had been blocked on the official BBC web site). They were reacting to the same commentators and politicians pontificating in front of us, which we were all viewing in real time. Yet, it was these live twitter comments and reactions which drew me in. They had far more validity and were much more entertaining and “real” somehow. They were from people who I did not know and would never meet, but whose opinion had more power and meaning than the pollie spruikers set up in adversarial mode by an aggressive media front man bating them into actually saying something.

Opinions poured forth over the twittersphere – every minute I could refresh the screen to read dozens more updated “tweets” (those 140 character short messages served up by twitter users).

I turned to an ex school friend of mine (a passionate Liberal Democrat and someone I’d not physically met in 30 years and only recently got back in touch with thanks to Facebook) and discussed the outcome with him and his ‘friends’ (we have only one in common, another ex school friend I’ve not seen in 3 decades).

As we collate information (on anything) directly from the sources of individuals whose opinions are as good as anyone else’s ‘in the media’, so we are simply returning to our tribal roots. It’s where we all came from (and still are really) – learning, teaching and sharing.

Of course, this is devastating news for traditional media who have much invested in their print presses, TV and radio stations. Over the past 100 years (a miniscule time frame in the grand scheme of things) they have informed us on what they believe we want to hear, read and view, and when we can get that information too. Our grand children (and maybe our children) will think it quite twee that we all once sat down together with our families at the predetermined time to watch TV programmes (I remember what an ‘event’ the 6pm nightly news was every night in our household in the 1970s). Those days are over.

If someone wants real information on property, who better to tell you than your knowledgeable local ‘tribe’ member? The person selling real estate who lives around the corner from you, the property manager who’s seen everything a thousand times and in a patient manner organizes the leaky gutters to be fixed for the hundredth time. They are the experts, and they ‘know local’ like no one else. 20% of those looking for rental properties in Australia search rentals on twitter. Of the 7 million Australians on Facebook, half tune in every day, and more are aged over 40 than under 20.

If you’re not there, you cannot be noticed or listened to. In this way, twitter, facebook, blogs and the like are merely tools of communication. No silver bullets. No one can give you the scripts and dialogues, but if you view this all in the right manner, you’ll know what to say when the time comes. You’ll make mistakes. You’ll learn it by doing (and listening). Join the conversation. We like to pass on interesting snippets, we like to help, we are good people. It’s tribal, it’s in our nature, it’s who we are.

Photo Credit: Maasai Tribal Dance

Greg Vincent

Realestate.com.au Announce Enhancements to Mobile Site

Realestate.com.au Announce Enhancements to Mobile Site

In their latest press release, Realestate.com.au have just announced some enhancements to their mobile site…

Henry Ruiz, General Manager Consumer Marketing for realestate.com.au indicated the new mobile website features will allow obsessed property hunters to access important property information, at the touch of a button.

“Given the heightened activity in the property market realestate.com.au’s enhanced mobile site means property seekers can now access open for inspection and auction times in chronological order while on the go, so they can maximise the time spent on the property hunt,” he said.

“The site even allows house hunters to save notes on properties to their mobile and then access that information via their myrealestate account from their computer later on,” said Henry.

Since launching the mobile website in early 2009, realestate.com.au has experienced significant growth in traffic, up by 213 per cent(2) during a 12 month period.

“We have had a phenomenal response since launching to market last year with a high proportion (73.6 per cent) (3) of our users accessing the mobile website site via an iPhone handset,” said Henry.

“Our data indicates consumers using our mobile site prefer to call an agent directly from their mobile rather than sending an email. In fact 71.3 per cent(4) clicked to call an agent directly, reinforcing the high level of engagement and immediacy in response wanted by property hunters,” he said.

Other benefits of the mobile site include the new find an agent feature and ability to share property information via popular social networking channels such as Facebook, MySpace, Delicious and Twitter.

It will be interesting to see how popular the enhanced REA mobile website will be with users.

Mobile visitor traffic is only going to keep increasing as more and more people become used to using their phone for browsing the web.

This upgrade also coincides with Commonwealth Bank’s announcement to provide a mobile solution via CBA Combine Realestate.com.au Data into iPhone Augmented Reality Solution as reported here on Business2 last week by Glenn Batten.

The statistics for the Press Release were based upon:-

(1)     20 per cent of people indicated the ability to view properties via a mobile can help manage the mania of inspecting properties without getting stressed. Source: Independent online survey conducted by Longergan Research of 1,028 respondents for realestate.com.au, March 2010

(2)     213 per cent growth in unique visitors during a 12 month period from April 2009 to March 2010 Source: Omniture Site Catalyst

(3)     73.6 per cent of unique visitors to the realestate.com.au mobile site came from iPhone handsets. Source: Omniture Site Catalyst

(4)     This is based on total leads sent to agents by mobile users. 71.3 per cent of unique visitors clicked to call an agent directly via the realestate.com.au mobile website, rather than those who emailed (28.7 per cent) an agent during the month of March. Source: Omniture Site Catalyst

Ryan O'Grady

The Importance of Your Real Estate Blog

The Importance of Your Real Estate Blog

Your agency’s blog or news section plays a significant part in any effective online marketing strategy. If your agency website doesn’t include one then you’ll find it hard to compete with your competitors who actively use one.

In summary the key benefits of including a blog or news section in your website are:

Fresh Content: Most real estate websites include pages with static or dynamic content. Static content are those pages where information is not regularly updated and would include about us, team profiles, how to sell etc. Dynamic content pages are those where the page content is continually updated like the property page or a blog page. By including a blog and publishing an article once a quarter, month or week adds more dynamic content to your website. This is great way to show users you’re keeping your website up-to-date with fresh content. More importantly though, search engines look for fresh content when they’re crawling your site and this will push up your search engine ranking.

Extra Website Pages: When you create a post/news article using a blogging Content Management System (CMS) the title of the blog creates a page in your website (eg. look in the browser url for this page). You then can add tags to the post which are key words used throughout your article. All of these keywords create more pages in your blog and some of the content from the post/news article will be added to the pages created. So for the article you’re reading now you can see the pages created in the blog (or added to) below:

What’s so important about creating pages? All pages are added to the sitemap and sent to search engines. The more pages you have indexed with search engines the higher the possibility key words entered by users are picked up in your pages, resulting in your site appearing higher in natural search results.

Database Building Tool: If your blog includes useful information which users enjoy reading then they will subscribe to the blog. When a user subscribes that is one more user automatically added to your database. When you publish an article/post through your blog an email alert will be sent to subscribed users. They will click through to your website to view the article and hopefully they leave a reply or look at your current listings or service you offer.

Generate Back-links: Back links from highly ranked 3rd party websites are one of the key determinants search engines use to calculate your page rank. It is often said that “content is king”. If you have relevant, useful and informative content throughout your website then users will link back to your site from their own website or from other blogs they comment in. B2 is a perfect example of this. Due to the great discussions across a range of interesting topics many users place links on 3rd party websites back to pages with relevant content on B2. Many 3rd party websites also link back to B2 as a source for online real estate technology news.

Build Rapport – Many agents spend countless hours in the local community building their brand and promoting their name. You can now do this online through social networks and your blog. Through your blog you can target potential vendors by discussing topics which relate to them. It could be to do with the latest sales data in your area, remodelling a home, preparing it for sale, or non real estate topics which relate well with the demographics of vendors/buyers in your community. Just because you’re a real estate company doesn’t mean your blog must only contain real estate topics.

Automatic Updates with Social Networks – One of the biggest issues of social networking is finding the time to manage all of your social accounts. By having a blog and through the wonders of RSS, posting content on your social networks is now a lot easier. All articles/posts which appear in your blog can also automatically appear in your social networking accounts.

These are the major reasons I recommend to clients why they should include a blog. I plan to follow this post up with a real example of a website which was built without a blog (and still currently exists) and how it now has integrated a WordPress blog which drives more and more traffic to the original website.

Glenn Batten

Top 10 People to Follow on Twitter for Australian Real Estate Agents – 2010 Q2

Top 10 People to Follow on Twitter for Australian Real Estate Agents – 2010 Q2

I was running a little late with the first quarter Top 10 people to follow on Twitter for Australian Real Estate Agents for the First Quarter of 2010 but the future installments like this one should be on time.

It seems there was a little confusion out in the west with the last list but just to clear it up, this list is for Australian Real Estate Agents to follow. Whilst there will obviously be a bias towards Australian tweeters I will be including interesting people from around the world to follow if I think it can bring something to the list.

Most of the list will be tweeting about the real estate industry however occasionally I will include other tweeters that are still of interest to agents such as @mashable who tweets about social media and @smartcompany which is Australian business news.

Like always if you feel somebody should be on the list in the future feel free you can send me your suggestion to @glenn_batten via a mention or dm.

  1. @aussiehome
  2. @apmasphere
  3. @TRETCOMAU
  4. @smartcompany
  5. @peterfletcher
  6. @mashable
  7. @Larascott
  8. @GregVincent
  9. @Apimagazine
  10. @TomHopkinsSales

Edit:  All the top 10 from this list, the past list and future lists can be found in my Twitter List http://twitter.com/glenn_batten/top-10-for-aussie-agents/members

Glenn Batten

RealEstate.com.au Show Real Estate Agents How to Handle Twitter and Facebook Complaints

RealEstate.com.au Show Real Estate Agents How to Handle Twitter and Facebook Complaints

The recent relaunch of the RealEstate.com.au website created a real buzz of activity on Twitter and Facebook the likes that we have never seen in our industry before. You had consumers and agents providing instantaneous feedback and discussing the new website at record levels for a real estate industry event.

I discussed the ugly side of Twitter about a year ago and in that article I said “Social networking and the internet in general has allowed a voice for everyone including your biggest critics”. Realestate.com.au found that out better than anybody as the new site went live.

Now this article is about that handled their complaints but to be fair there was a lot of praise amongst the twitter stream and facebook  as well.  But like always its the mud that sticks the longest and what people remember the most so its important that any company handles its complaints well even when they are the size of REA and there were a ton of complaints. The really impressive part was that it appears they were prepared for it and had an action plan in place that was executed brilliantly and agents should take notice. .

Someone was actively searching Twitter for any references to the relaunch and responding directly to the tweets concerned. They did not just respond to tweets directed at there twitter account of @realestate_au but they were actively seeking out anybody tweeting to their followers about the site, good and bad.

So when tweets like these started to show up

NathanKrisanski: New realestate.com.au website live today. what do you think? seems a little busy to me, but it is quicker & easier to use. DM me ur thoughts

alcro: Hey Realestate.com.au, your new site doesn’t work #REAfail

glenn_batten: @realestate_au Technical issue with your new site which may be causing more than a few people problems. http://bit.ly/bzaHuC Please fix :)

Brett_Hales: What is up with #realestate.com.au – if I search for a property everything is left justified. Looks ugly, check it out http://bit.ly/3wqDg

AnnalisaW @realestate_au can’t get it to load properly. Cumbersome. Most of content blocked by office filter.

portek I think the realestate.com.au suburb select for rentals is broken. Airport west is NOT North MElbourne.

they responded quickly to each person with:

realestate_au: @NathanKrisanski thx for your Tweet earlier today. If you have suggestions on making it less busy wld luv to hear them http://bit.ly/98znQe

realestate_au: @alcro Sorry to hear you are having issues with search – let us know the issue here and we will look into it – http://bit.ly/98znQe

realestate_au: @glenn_batten Thanks Glenn – already looking into it. Will keep you updated.

realestate_au: @Brett_Hales Glad you have been trying the new site – if you have suggestions for the search results share here – http://bit.ly/csJ79a

realestate_au @AnnalisaW sorry to hear you’re having issues – if you can, try another browser. if still having problems, let us know.

realestate_au @portek ok, might be best if you drop us a line at enquiries(at)realestate.com.au – we can direct your issue to the tech boffins there. thx

Their facebook page had similar sort of comments the only difference was that because it was on their wall they did not respond to every single comment as that would have seemed a touch too contrite.

The fact that they took the time to respond to so many consumers and agents was really fantastic and I was not the only one who thought so either:

charispalmer Impressive: @realestate_au getting back to everyone that has commented on the new site on Twitter

Rolling out a site the size and traffic load of Realestate.com.au would be a huge challenge and predictably there were problems that cropped so they didn’t just listen to the complaints on the social media  but the technical team also used to identify real issues in a live environment. They were cross referencing live tweets with server logs to fix problems very quickly even before users filled out feedback forms..

I was a victim of one of the more obscure ones where an incompatibility between our isp’s proxy server and the realestate.com.au servers caused a certain css file to be delivered blank. This meant any search result pages had no styling applied at all and was just an ugly bunch of left justified text and photos.

Now I noticed the problem during the beta testing but since I never received an invitation I had to piggy back on a somebody else’s access I never reported it through the official beta feedback. But once the site went live I and others brought it to their attention of the technical team pretty quickly. Because I had some fantastic help from Nick here on this blog they they tracked down the cause very quickly and even went so far as to ring and work with individual isp’s to track down the problem.

There are certainly still problems outstanding that team are still working on including some fairly major suburb related issues. One of these causes absolutely no properties show for major suburbs but for the most part the site is running extremely well now.

So whether you like the new style or not you have to admire how realestate.com.au handled the complaints.  Up till recently large corporations would normally respond to each call or email with the obligatory “you are the only person to be experiencing that issue” stock standard reply. But social media like Facebook and Twitter means you cant do this anymore. Everyone is far more educated and word spreads like wildfire.

Real estate groups and individual agents alike can learn a few lessons from how Realestate.com.au handled the recent release:

  1. No matter how good a job you do you are never going to please everyone and there are going to be days where no matter how hard you try you just make some mistakes.
  2. Be prepared and regularly monitor Twitter for tweets good and bad about your agency and your brand. Realestate.com.au probably dedicated a staff member to this job over the launch but agents thats not viable. Twilert was really good for this but it closed down because it could not handle the sheer success of Twitter but it has recently relaunched again and is a fantastic way to monitor your brand on Twitter.
  3. Similarly Monitor your facebook fan page for feedback from your fans. This is certainly easier because Facebook can email you with every comment as it has been added to your wall.
  4. Respond quickly, professionally and most importantly listen and be respectful.
  5. Ideally offer a different more private forum to receive further information on the problem and to discuss the issue.

Of course not everything went to plan and the funny thing is that if you are looking to handle complaints about the performance of your new website, directing them back to that problematic website was probably not the best idea in hindsight. Of course there is a lesson in there as well:

jasb @realestate_au i just submitted your feedback form and got could not be found! Check ur search results layout in chrome, its screwed!

Brett_Hales @realestate_au Thanks for the opportunity to provide some feedback – didn’t go too well upon submit http://twitpic.com/1fjap1