Question and answer for Facebook reference guide - Bazaarvoice

Loading...

Question and answer for Facebook reference and implementation guide

Disclaimer Copyright © 2012 Bazaarvoice. All rights reserved. The information in this document: • Is confidential and intended for Bazaarvoice clients. No part of this document may be shared with anyone outside your company or your company-partners without prior approval from Bazaarvoice. • Is provided “as is” without warranty of any kind either expressed or implied, including, but not limited to the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. • Is periodically updated to be in sync with the improvements and/or changes in our product offers. • May be changed without notice. Some examples depicted herein are provided for illustration only and are not guarantees of a specific result. You bear the risk of using this document. Bazaarvoice is not liable for any technical or typographical errors that might be inadvertently present in this document. Bazaarvoice might have patents and/or pending patent applications covering subject matter in this document. The furnishing of this document does not give you any license to these patents, or legal rights to any other intellectual property in any Bazaarvoice service or product. All Bazaarvoice brand and product names are trademarks or registered trademarks of Bazaarvoice in the United States and may be protected as trademarks or registered trademarks in other countries. All other product, service, or company names mentioned here are claimed as trademarks and trade names by their respective companies.

Contact us: 3900 North Capital of Texas Highway Suite 300, Austin, Texas 78746 Toll-Free: (866) 522-9227 | Phone: (512) 551-6000 | Fax: (512) 551-6001 www.bazaarvoice.com

TOC

Contents Question and answer for Facebook...............................................................................................................4 Benefits....................................................................................................................................................5 Supported features....................................................................................................................................7 Unified search..............................................................................................................................................7 Q&A content...............................................................................................................................................8 Question filtering.........................................................................................................................................9 Category and product-level UGC...................................................................................................................9 Helpfulness voting............................................................................................................................9 Leader board...............................................................................................................................................9 Badge by submission..................................................................................................................................10 Product rating............................................................................................................................................10 Share question with Facebook friends...........................................................................................................10 Similarities and differences.........................................................................................................................11 Prerequisites............................................................................................................................................12 Web analytics..........................................................................................................................................13 Language support....................................................................................................................................14 Best practices...........................................................................................................................................15 Syndication.............................................................................................................................................16 Self-service configuration and installation....................................................................................................17 Identify your team.......................................................................................................................................17 Timeline....................................................................................................................................................17 Gather assets.............................................................................................................................................18 Assets to send to Bazaarvoice............................................................................................................18 Assets needed for configuration........................................................................................................18 Configure and install Q&A for Facebook........................................................................................................20 Setup the Q&A icon on your Timeline enabled page............................................................................20 Access the Bazaarvoice Facebook administrator tool...........................................................................22 Optional configuration options..................................................................................................................25 Selecting categories...................................................................................................................................25 Appending a URL parameter for Q&A for Facebook-derived traffic....................................................................26 Badging staff members...............................................................................................................................27 Finding a staff member's Facebook profile ID......................................................................................30

Bazaarvoice Confidential

3

Question and answer for Facebook

Question and answer for Facebook As Facebook becomes a more mainstream marketing tool, Bazaarvoice’s suite of Social Apps creates opportunities that utilize social networking to drive content volume, increase sales, decrease product returns, and build trust in your brand. As part of the Bazaarvoice Social Apps suite, question and answer for Facebook (Q&A for Facebook) extends many of the features from a core Q&A implementation to your brand’s Facebook fan page. Approved questions and answers flow in both directions between the Q&A for Facebook and the embedded Q&A display on your brand site. This core capability delivers the benefit of higher UGC volume on both sites.

Bazaarvoice Confidential

4

Benefits

Benefits Q&A for Facebook provides the following benefits: • Q&A volume increases by allowing customers to submit content through the brand site as well as your brand’s Facebook fan page. • Approved questions and answers that are submitted through the Q&A for Facebook application are displayed on your brand site, the Q&A for Facebook application on your brand’s Facebook fan page, and the contributor’s Facebook page (if the contributor chooses to do so). • Q&A submitted on your brand site are also displayed on the Q&A for Facebook application on your brand’s Facebook fan page. • Content derived from your Q&A for Facebook application is automatically leveraged to improve the SEO value of your brand site. To access Bazaarvoice content on Facebook, users click Ask & Answer in the views and apps section of the page, beneath the cover photo.

Bazaarvoice Confidential

5

Benefits This image shows the Bazaarvoice question and answer page, where people from your organization and other Facebook users can help.

Bazaarvoice Confidential

6

Supported features

Supported features Unified search While a user types the question, similar questions that have already been submitted, will start to display in a drop down. The user can select a question from this list or click the Ask or Ask this question button to ask their own question.

The question-submission page opens with the question title prepopulated.

Bazaarvoice Confidential

7

Supported features The user enters question details, selects a product or category to associate the question with, and enters a nickname. The nickname entered on this submission form will be displayed next to the content when it appears on the brand site.

Q&A content Display Q&A from all channels - brand site and Facebook fan page.

Bazaarvoice Confidential

8

Supported features

Question filtering Users can filter questions in the way that makes most sense to them. We support the filter options presented in the image below.

Category and product-level UGC Collect Q&A at the category and product level.

Helpfulness voting Allow your customers to show their appreciation for an answer with a Helpfulness vote. Currently, we support positive votes only.

Leader board Showcase your top contributors of the week to reward dedicated users for contributing to the community. Hovering over a contributor’s image will give you activity details, such as their Facebook profile name and number of Q&A submissions.

Bazaarvoice Confidential

9

Supported features

Badge by submission When staff members answer questions via the Q&A for Facebook application, their profile displays a Staff badge, and their personal Facebook avatar is replaced with an image to indicate they are on your staff.

Product rating If you have ratings and reviews implemented on your brand site, the average ratings for each product that has a question on your brand’s Facebook fan page appears under the product image.

Share question with Facebook friends Users can share their own Q&A content or anyone else’s to their Facebook friends using the Share link.

Bazaarvoice Confidential

10

Similarities and differences

Similarities and differences Similarities and differences between Q&A for Facebook and the core Q&A implementation on your brand site are as follows: • User-authentication is done through Facebook. To contribute content, customers need only to be logged into Facebook and accept a one-time Facebook authorization request for your Q&A for Facebook application when submitting their first question or answer. • Question and answers submitted through the Q&A for Facebook application follows the same moderation process, guidelines, and SLAs as content submitted through the core Q&A implementation. Note Bazaarvoice Recommendation We recommend optimistic publishing for all Facebook derived content. This means that content from Facebook, once submitted, will be immediately displayed on your Facebook fan page and brand site. If this content is rejected by our moderators, it will be removed from your Facebook fan page and brand site.

• A customer who submits content through your Facebook site and content through your brand site will be considered two different contributors (or profiles), resulting in the following consequences: • A customer’s Facebook avatar is associated with content submitted through Facebook. The avatar does not appear when the same content is displayed on your brand site. • Content submitted through the brand site and displayed on Q&A for Facebook will use a generic avatar instead of the customer’s Facebook avatar. • Content submitted through the brand site will display the user-defined nickname selected in the brand site submission process instead of a Facebook profile name.

Bazaarvoice Confidential

11

Prerequisites

Prerequisites To implement Q&A for Facebook, you must satisfy the following prerequisites: • A Facebook fan page for your brand • A high-quality XML Product Feed with accurate and clear product and category names and image URLs. Also ensure that your Product Feed contains the right hierarchy-structure.

Bazaarvoice Confidential

12

Web analytics

Web analytics The following web analytics promote a general understanding of how your Q&A for Facebook application can be used to improve marketing and maximize conversions: • The Buy Now URL on your Facebook page lets you track the number of customers who enter your brand site from the Q&A for Facebook application. The URL also lets you track traffic patterns, such as the time of day at which traffic is highest or lowest. • Your existing Bazaarvoice account provides access to reports, alerts, and management tools for the Q&A for Facebook application, just as it does if you have Q&A implemented on your brand site. Content submitted through Facebook is labeled appropriately in the reports making it easily distinguishable from content submitted through the brand site.

Bazaarvoice Confidential

13

Language support

Language support Question and answer for Facebook currently supports the following languages: • Dutch • English – UK and US • Finnish • French • German • Indonesian • Italian • Norwegian • Portuguese – Brazil and Portugal • Spanish – Latin America and Spain • Swedish

Bazaarvoice Confidential

14

Best practices

Best practices Promoting the use of Q&A for Facebook through Bazaarvoice’s best practices is critical to its success. Bazaarvoice recommends that you implement the following best practices: • News Feed – Create high-quality posts to drive fans to your Facebook page, increasing the rate of submitting or reading trusted content or moving on to your core site. • Calls to action – Create a clear and compelling invitation to submit content such as: “Come help your friends by leaving answers to questions about your favorite products!” and “Come see our Question & Answer app: ." • Fifteen minutes of fame – Draw attention to particularly great answers by posting the contributor’s name, content, and the related product with motivational text such as: “Have you seen answers? Click to read them now!” • Feature a popular product – Highlight a product with the most Q&A by using text such as: “
name>

has received 89 Q&A in the last month. Come and see why it's so popular: ”. • Feature a new product – Introduce new products with text such as: “
name> just hit the shelves. Let

us know if you have questions .” • Create competition – Do not just showcase a single great contributor. Instead, submit a post every week that lists the top five contributors for the week. Think of this as a leaderboard in a News Feed post. • Get great catalog coverage – Swap out featured products on a weekly basis, if possible. This strategy complements the other marketing tactics in this list and keeps the application updated and fresh.

Bazaarvoice Confidential

15

Syndication

Syndication Clients can syndicate questions and answers collected within their Q&A for Facebook and core site to retail core sites in the Bazaarvoice network. Syndicated questions and answers cannot be displayed on your Facebook fan page at this time.

Bazaarvoice Confidential

16

Self-service configuration and installation

Self-service configuration and installation This section will walk you through a successful implementation of Q&A for Facebook. This process is estimated to be an easy, low-resource, and low-effort process. It involves the following three stages: Identify your team Gather assets Configure and install

Identify your team We recommend the following of your staff be part of the installation team: • The business owner • A designer • Optional – a developer if you need to make any changes to your product feed • Optional – an analytics specialist if you want to track traffic from your Q&A for Facebook application to your brand site Note The person installing Q&A on your brand’s Facebook fan page must have administrator-level permissions.

Timeline Facebook rolled out the Timeline layout for brand pages in early 2012. This new layout provides some opportunities to tweak your application to make it more visible to users but overall, Timeline will not change the way Q&A for Facebook works on your fan page. Note You will need a new icon for the Q&A for Facebook app on your timeline enabled page.

Bazaarvoice Confidential

17

Self-service configuration and installation

Gather assets You will need to gather a few assets before you start. Some of these assets should be sent to Bazaarvoice so that we may prepare and customize the Installation Application for you. You will use the other assets during the configuration process.

Assets to send to Bazaarvoice 1. The URL(s) of your Facebook fan page(s) where your question and answer module will live. 2. Image for your question and answer for Facebook application logo with the following specifications: • 75 by 75px in dimension • No more than 5MB in size • JPG, GIF, or PNG format This image will be used wherever your application appears, including the following locations: • To the left of the page tab name on your brand’s Facebook fan page • On the Facebook application-authorization dialog box • In the users Facebook “stream” on their wall, when they share a post 3. The application display name that users of your application will see in places like the applications management area of their privacy settings. 4. A name for the page tab that users will click on to access the question and answer for Facebook application. 5. Optional: Provide the URLs to the following information if you want the links to appear in the Facebook application authorization dialog box: • Privacy policy • Terms & Conditions If you do not send us these links, then the Facebook application authorization dialog box will not render them.

Assets needed for configuration 1. An image for your Q&A for Facebook logo for your Timeline-enabled page. The size of this image must be 111 by 74px.

Bazaarvoice Confidential

18

Self-service configuration and installation

2. An application banner image up to 5MB in size, in JPG, GIF or PNG format that appears at the top of the Q&A for Facebook application

3. Optional - A question thank-you page banner image up to 5MB in size in JPG, GIF or PNG format.

If none available, Facebook will reuse the same image used in your application banner for the question thank-you page banner. 4. Optional – Category-level Q&A If you want questions and answers to be submitted at the category level, then add category image URLs (i.e., non-localized and localized ) to your Product Feed if you do not already pass us those values. Engage a developer on your Q&A for Facebook team to complete this task. 5. Optional – On-the-fly staff badging

Bazaarvoice Confidential

19

Self-service configuration and installation

If you want this feature, then have your designer create an image for a badge and an avatar that indicates that an answer was written by a staff member. 6. Optional – Limiting Q&A for Facebook to certain categories Determine the categories you want to include in your Q&A for Facebook application. If you have a small list of categories, you might want to include everything. If you have a large number of categories, with a large number of products in each category, then we recommend you showcase a small number each week on your Facebook fan page. Note Product Feed Dependency The category names presented in the FB Administrator Tool match the category names in the Product Feed you send Bazaarvoice. This might be a good time to review category names and hierarchy and make the necessary edits to your Product Feed. Please engage your developer to implement Product Feed changes.

7. Optional – URL parameter for Q&A for Facebook-derived traffic You might want to determine how many visitors enter your brand site from the Q&A for Facebook application on your fan page. Have your developer or analytics specialist provide the URL parameters needed to track the links that take customers to brand-site product and category pages (such as Buy now link or a product or category image).

Configure and install Q&A for Facebook Setup the Q&A icon on your Timeline enabled page For information on Facebook’s Timeline, go here: http://www.facebook.com/about/timeline Complete the following steps to configure Q&A on your Facebook fan page: 1. Log into your site’s Facebook fan page as an administrator. 2. In the app section of your Timeline-enabled page, click the down arrow to the right of the app icons. This puts the app section in edit mode.

Bazaarvoice Confidential

20

Self-service configuration and installation

3. Hover over the app section and click the pencil icon in the upper right hand corner of the app icon.

A drop-down menu appears.

4. From this drop-down menu, you can swap the order in which the app logo appears with that of any other app as shown in the image below.

Bazaarvoice Confidential

21

Self-service configuration and installation

5. To change the logo image or name of this app, click Edit Settings from the drop-down menu.

6. In the Edit Ratings Settings window that appears, upload a new 111 by 74px image for your Q&A application logo. You can also change the name of your app here.

Access the Bazaarvoice Facebook administrator tool Have your Facebook fan page administrator set up your implementation team to access Bazaarvoice's Facebook administrator tool. Now you are ready to configure the display settings for Q&A for Facebook.

Bazaarvoice Confidential

22

Self-service configuration and installation

1. Go to the Bazaarvoice website.

2. Login.

Bazaarvoice Confidential

23

Self-service configuration and installation

3. Go to Settings > Manage Facebook Applications.

The Facebook Q&A Admin Console appears.

4. Follow the steps listed on the Facebook Q&A Admin Console to configure and install your Q&A for Facebook application. Bazaarvoice Confidential

24

Optional configuration options

Optional configuration options Selecting categories You might want the Q&A implementation on your Facebook site to include only certain categories in your Product Feed. This would mean that visitors on your Facebook site can view, search, and submit questions and answers on just these categories and the products they include. To select the categories for your Q&A for Facebook application, complete the following steps: 1. Go to the Products and Categories section in Facebook Application Tool. 2. If the number of categories you want to include is smaller than the number of categories you are excluding: a) Select the Include ONLY the categories selected below category filter. b) In the text box, type the names of the categories you want to include.

Bazaarvoice Confidential

25

Optional configuration options

3. If the number of categories you want to include is larger than the number of categories you are excluding: a) Select the Exclude ALL the categories selected below category filter. b) In the text box, type the names of the categories you want to exclude. If you wish to include all the categories in the Product Feed, leave the text box in the Products and Categories section blank.

Appending a URL parameter for Q&A for Facebook-derived traffic If you want to track traffic from Q&A for Facebook to your brand site, then specify any number of desired key-value pairs in the "URL Parameter" field under Analytics in the Facebook Administrator Tool. These URL parameters will be appended to the product image or the Buy this! text that link back to the brand site. Check with your analytics specialist to make sure that you specify the appropriate parameters.

Bazaarvoice Confidential

26

Optional configuration options The following image shows an example of the key-value pairs you would include to track the number of visits to your brand site from your Q&A for Facebook application.

Badging staff members After Q&A for Facebook is live on your production Facebook fan page, you might want staff to respond to questions on your Facebook fan page. You can visually differentiate staff answers with a staff avatar and staff badge. Note that the staff badge and avatar only appear on answers, not questions submitted by staff. When a staff member submits a question, the question displays their personal Facebook profile avatar without a staff badge. There are two ways staff members can be badged on the fly: • Bazaarvoice automatically treats all administrators of your production Facebook fan page as staff, and assigns the staff badge and avatar when they submit an answer via the Q&A for Facebook application. We recommend you limit the number of staff who have administrator permissions to your Facebook fan page. • Set up users from the Bazaarvoice Client Portal. Complete the following steps to set up users from the Client Portal: 1. Log in to your Bazaarvoice account. The Client Portal will appear.

Bazaarvoice Confidential

27

Optional configuration options

2. Select Settings > Assign Contributor Roles, as shown in the following screenshot.

Bazaarvoice Confidential

28

Optional configuration options

3. On the Assign Contributor Roles page that appears, complete the following: • Enter the Facebook profile IDs of staff in the User IDs text box. Prepend the ID with fb_ as shown in the image below. • Select Staff from the Assign User IDs to the following staff status drop-down options.

4. Click Preview. After a staff badge is assigned to a staff member, previously submitted answers by this person will be badged retroactively as staff answers. Tip Follow the same methods to assign a staff badge and avatar to staff who answer questions from the Bazaarvoice client portal. Just make sure to badge the user ID assigned to those Bazaarvoice portal users.

Bazaarvoice Confidential

29

Optional configuration options Related Links Finding a staff member's Facebook profile ID on page 30

Finding a staff member's Facebook profile ID To specify staff members for on-the-fly staff badging, you need to know your staff members' Facebook profile IDs. Here are two ways to find a staff member's Facebook profile ID. For staff with a Facebook username: 1. Go to http://graph.facebook.com/ 2. The JS file that opens will contain the ID as shown in the image below.

In this example, we went to http://graph.facebook.com/bazaarvoicefb to get the ID for a staff member whose Facebook username is bazaarvoicefb. The Facebook profile ID for this user is: 1001234567.

For staff with no Facebook username: Go to the staff member's Facebook page. The Facebook profile ID is displayed in the URL as shown in bold text in the example below: http://www.facebook.com/profile.php?id=1001234566

Bazaarvoice Confidential

30

3900 North Capital of Texas Highway Suite 300, Austin, Texas 78746 Toll-Free: (866) 522-9227 | Phone: (512) 551-6000 | Fax: (512) 551-6001 www.bazaarvoice.com

Loading...

Question and answer for Facebook reference guide - Bazaarvoice

Question and answer for Facebook reference and implementation guide Disclaimer Copyright © 2012 Bazaarvoice. All rights reserved. The information in...

2MB Sizes 3 Downloads 8 Views

Recommend Documents

Question-and- Answer Service Student Guide - Maine.gov
2 Get Section and Total Scores. 4 Answer Key—Determine Raw Scores. 6 Get Cross-Test Scores. 8 Get Subscores. 11 Conver

Java objective question and answer
Ans : True. 10) Java compiler stores the .class files in the path specified in CLASSPATH. environmental variable. True/F

Important Question with Answer
Important Question with Answer. Q1. What do you mean by computer graphics? Ans. The branch of science and technology con

How To Answer Essay Questions And Short Answer Question - 822215
2 days ago - While there is no way to instantly excel at responding to short answer and essay questions, there are many

Short question and answer on money
"*short answer: "Ignoring for the moment the problem of the operator now knowing the question/answer pair Survey Questio

Cash flow statement Question and answer
Preparation of Cash Flow Statement from Two Consecutive Year's Balance Sheet Cl XII AC by Dr Balbir ...

ielts question and answer - CSU Graduate
Jun 24, 2015 - What is the minimum TOEFL or IELTS score for admission without condition? A. Section D.5 of the (G&PB) 55

Question and Answer with Kathryn Erskine
Question and Answer with Kathryn Erskine. Q: What inspired you to write Mockingbird in first person? Did you ever consid

Gk marathi question answer pdf
Dmitri bear ad 2000 w2 englisch fruit later, gk marathi question answer pdf his gurjuns Indwell knowing beforehand yeste

Question Answer - American Press Institute
Question. ) Students who work on high school newspapers and yearbooks: Get better grades in high school. Earn higher sco