Global Social Media Checkup

The Global Social Media Check-up 2010

Methodology

• The sample was the companies on the Fortune Global 100 list. The sample
breaks down as follows:
• 29 U.S. companies
• 48 European companies
• 20 Asia-Pacific companies
• 3 Latin American companies. (Because of the small sample size, results for the 3 Latin American
companies is included in the overall results, but this data is not broken out in the detailed analysis.)

• Data was collected between November 2009 and January 2010.
• “Active” accounts have at least one post in the past 3 months.
• Outliers have been noted.
• Data was collected by Burson-Marsteller’s global research team.

Burson-Marsteller Evidence-Based Communications 2

Most Global Companies Use At Least One Social Media Platform
More than one-half (79%) of the top 100 companies in the Fortune Global 500 index
are using at least one of the social media platforms (Twitter, Facebook, YouTube or
corporate blogs) considered in this study.


Not Many Global Companies Use all Platforms Simultaneously

Only 20% of the major international companies are utilizing all four platforms to
engage with stakeholders.

Global Companies Using All Four Platforms
30% 28%
25%
25%
20%
20%
15%
15%

10%

5%

0%
Total U.S. Europe Asia-Pacific


Global Companies Find Value from Engaging in Social Media
Twitter is the most popular social media tool among Fortune Global 100 companies, with
almost two-thirds (65%) having a presence on the social network. At least one-half are
reaching audiences through Facebook (54%) and YouTube (50%). One-third maintain
corporate blogs.

Percentage of Fortune Global 100 Companies with...
70% 65%
60% 54%
50%
50%

40% 33%
30%

20%

10%

0%
Twitter accounts Facebook fan pages YouTube channels Corporate blogs


Those Who Are Active Have Multiple Accounts in Each Channel
Global companies with Twitter accounts have an average of 4.2 accounts each, and AT&T, Nokia
and Samsung have at least 15 accounts each. The number of blogs is also high, driven up by
companies that have multiple blogs on their websites. Most often these blogs are all accessible
from a single page on the company website, providing a consistent look and tone of the blogs,
even if the subject matter of the blogs varies.
Number of Accounts Per Company
5
4.2 4.2
4

3
2.1
2 1.6

1

0
Twitter accounts Facebook fan YouTube Corporate blogs
pages channels
Base = companies with at least one account

Companies Recognize Value in Frequent and Sustained Engagement
Many companies have high activity levels on social networking sites. The vast majority
with active Twitter accounts (82%) have tweeted in the past week and at a high volume
(average of 27 tweets each). Fifty-nine percent have posted on their Facebook fan
pages, 68% posted YouTube videos and 36% blogged.

Frequency and Volume of Social Media Participation

Social Media site Frequency of Activity Percent with Activity # of posts
Twitter Past week 82% 27 tweets
Facebook Past week 59% 3.6 posts
YouTube Past month 68% 10 videos
Blog Past month 36% 7 blog posts


Over 70% in the U.S. and Europe Have Twitter Presence
Almost two-thirds (65%) of the Fortune Global 100 have Twitter accounts, including similar
percentages in the U.S. (72%) and Europe (71%). The average is driven down by Asian
companies with only 40% on Twitter; Asian companies primarily use social media to
communicate with their Western stakeholders.

Twitter Accounts
80% 72% 71%
65% 67%
60%

40%
40%

20%

0%
Total U.S. Europe Asia-Pacific LatAm


Companies in all Regions are Talking on Twitter

The high volume of activity includes news, promotional information, product information,
relevant research, customer service and, to a lesser extent, HR postings.

Fortune Global 100 Activity on Twitter in Past Week

Percentage of Fortune Global 100
82% 82% 82% 84%
Accounts with tweets
Average Number of tweets 27 25 30 28


What Companies are Talking About on Twitter
Deutsche
Telekom Fiat UK used
uses @FIAT_UK for
@deutsch events and
eteteleko promotions like
m for Pink My Ride.
announcem
ents and
news.

The Home Depot
customer care team
uses
@HomeDepot for
customer service
purposes.


Stakeholders Want to Hear What Companies are Saying

Companies in each region have an average of at least 1,000 followers for each account, with
an overall average of 1,479 accounts, indicating that stakeholders want to hear what
companies have to say on Twitter. Forty-two percent of global companies are being tweeted
about. Particularly, almost one-half (48%) of U.S. companies are being tweeted about.

Interest in Companies on Twitter

Number of Followers Per Account 1,489 1,732 1,081 1,769
Percentage of Fortune 100 Companies
42% 48% 36% 33%
that Twitterers are Tweeting About


Companies are Responding to Others
While some companies are just using social media as another channel to disseminate
information, many are participating in dialogue with stakeholders. Thirty-eight percent of
companies are responding to people’s tweets. About one-third (32%) are retweeting
comments from others, particularly American companies (41%).

Corporate Responses and Retweets
60%
49%
43% 41%
40% 38%
32%
25% 23% 28%

20%

0%

Percent Responding to People's Tweets Percent Retweeting

Companies are Also Participating

Volkswagen’s @Volkswagen, run by their US
PR department, engages in conversations with
other users.

Verizon Communication’s @VerizonCareers
retweets content to help followers.


Companies are Also Following Others
Not only are companies responding to people’s tweets, they are taking the initiative to
follow others, building a more symbiotic relationship with Twitter users. In general,
companies have more followers than people they are following.

Number of Users Companies Follow

1,000 899
871
800 731

600
429
400

200

0

Companies on Twitter Have Multiple Active Accounts
Often activity on Twitter is led by a sub-division of the company or a regional office,
and not by the corporate headquarters. Many of the Fortune Global 100 companies
have multiple Twitter accounts; Samsung has at least 18 accounts and LG has 14, both
driving up the Asia-Pacific average of 5.4 accounts.

Number of Twitter Accounts Per Company
7 6.6
6 5.4
5
4.2
4

3 2.7

2

1

0

Companies on Twitter Have Multiple Active Accounts
For example, AT&T has multiple accounts for consumer information, corporate news,
local search, different communities and business information.


Over Half of Fortune Global 100 Companies Have Facebook Fan Pages
U.S. companies are the most prominent on Facebook, with over two-thirds (69%) having fan
pages. A lower percentage of European companies – albeit over half of them (52%) – have fan
pages. Lower percentages of Asian and Latin American companies are on Facebook. Asian
company Facebook fan pages are focused on Western stakeholders, not their local audiences.

Facebook Fan Pages
80%
69%
60% 54% 52%
40%
40% 33%

20%

0%

Total U.S Europe Asia-Pacific LatAm


Companies With Fan Pages are Fairly Engaged
Well over one-half (59%) of companies posted on their Facebook fan page in the past week,
and a much higher percentage of European companies had posts (82%). Companies in
Europe also posted more frequently (average of 5 posts in the past week) compared with the
overall average (3.6 posts). Most company postings are about general company news, and
product/promotion news that would be targeted to consumers.

Activity on Fan Pages in Past Week
Percentage of Fortune 100 Fan Pages with
59% 46% 82% 51%
Posts
Average Number of Posts 3.6 2.1 5.0 3.8


Corporate Fan Pages Have Tens of Thousands of Fans
The vast number of fans per page (average 40,884) demonstrates that people do want to
engage with companies on Facebook.

Number of Fans
60,000
53,941
50,000 46,400
40,884
40,000

30,000
23,971
20,000

10,000

-

Total U.S Europe Asia-Pacific


Fan Pages Provide Venues for Fans to Voice Opinions
Many of the fans are active on the company pages, with 51% of the pages having “likes” from
fans in the past week and 43% having fan-initiated posts. Facebook fan pages have a unique
ability for allowing company stakeholders to initiate comments and present opinions in a
single location for both the company and other stakeholders to see. Many comments are
positive (i.e., “Love this!”) and some are specific complaints about products (many with
company responses).
Facebook Fan Activity on Corporate Fan Pages


Fan Pages Provide Venues for Fans to Voice Opinions

Vodafone UK’s 183,532 fans “like” and
comment on posts.

Target has 879,613 fans who like to
interact and post on the company’s page.


Companies Have Multiple Fan Pages
As with Twitter accounts, some companies have multiple fan pages. Within one company there
may be fan pages managed by different parts of the company, such as a regional division, a
product division, or a research division. Asia’s average is driven up by Sony which has at least
15 fan pages.

Number of Facebook Fan Pages per Company
6
4.9

4
2.1 1.9
2 1.6

0


Companies Have Multiple Fan Pages
Sony has different fan
pages for different
products and divisions.


U.S. Companies are Most Likely to Have YouTube Channels
Fifty-nine percent of U.S. companies in the Fortune Global 100 have YouTube channels
compared with 52% in Europe, 35% in Asia-Pacific and 33% in Latin America.
Entertainment/electronics and auto companies are most likely to have YouTube channels.

Proportion of Companies with YouTube Channels
70%
59%
60%
50% 52%
50%
40% 35% 33%
30%
20%
10%
0%


Companies are Actively Adding Videos to Their Channels

The majority of companies (68%) with YouTube channels have added videos in the past
month.

YouTube Activity in the Past Month

Percentage of Channels with
68% 77% 62% 71%
Posts
Average Number of Videos
10 12 10 5
Posted


Viewers Want to See Videos from Companies
Viewers are actively watching corporate videos. There was an average of 38,958 views per
video channel. Many viewers also maintain a relationship with the company via YouTube,
with an average of 452 subscribers per channel and 54% of the channels boasting
comments from viewers.

Viewer Activity on YouTube


Subscribers Per Channel* 452 576 389 383

Video Views Per Channel* 38,958 49,027 19,912 73,456
Percentage of Channels with Comments
54% 50% 52% 71%
from Viewers
*outliers have been removed


Global 100 Companies on YouTube

Companies like BMW are frequently
uploading videos to keep consumers
entertained.

BMW’s videos elicit comments and
engagement from fans.


Companies Have Multiple YouTube Channels
Companies with YouTube channels have more than one. While Asia-Pacific companies
in the Fortune 100 are least likely to have a YouTube channel, those that do (i.e., LG,
Sony and Hyundai) have more than one.

Number of YouTube Channels per Company
3

2.0
2 1.6 1.7
1.3
1

0


Blogs Are More Popular In Asia-Pacific
One-third of the Fortune Global 100 companies have active blogs. Corporate blogs are even
more popular in Asia-Pacific, partly because Asian corporations are still more comfortable
with online communications where they can closely manage the conversation.

60% Global 100 Companies with Blogs
50%

40% 34%
33% 33%
25%
20%

0%


Frequency of Blog Posts Varies Greatly
Companies with blogs publish updates with a variety of frequencies. Only 11% of active U.S.
company blogs had posts in the past three months as compared to 83% of European blogs and
77% of Asia-Pacific blogs. The U.S. blogs also had fewer blog posts. However, 90% of the U.S.
blogs had responses from readers demonstrating that they found the blog content engaging,
even if it was relatively infrequent.

Blog Activity in The Past Month
Percentage of Blogs with Posts* 36% 11% 83% 77%
Average Number of Blog Posts 7 3 10 14

Percentage of Blogs with Comments to Posts 76% 90% 73% 71%

*An active blog was defined as one with at least one post in the past 3 months. Burson-Marsteller Evidence-Based Communications 34

Those With Blogs Have Multiple Blogs
As with other forms of social media, companies that have blogs tend to have multiple blogs.
Multiple blogs allow multiple voices from the company to demonstrate expertise in their
specialty area.

Number of Corporate Blogs Per Company
10
8.9
8

6
4.2
4 3.1

2 1.5

0


An Evidence-Based Approach to Social Media


1. Monitor Your Own – And Competitors - Social Media Presence

• There are software platforms available that allow you to not only monitor
content but also track influence and sentiment.
• Conduct frequent searches on Twitter, Facebook, YouTube and via online
search to see what your stakeholders are saying about you – and also what
stakeholders find when they seek you out.
• Analyze the chatter about your company. It is valuable data that can serve
as a focus group of thousands to help you define your messaging moving
forward.
• Also, monitor what is being said about your competitors. Recognize that
this information is critical to managing the company’s reputation online.
• If you find corporate accounts developed by your employees, brands or
business units identify the source and ensure that the account is aligned
with your overall Corporate Social Media Strategy


2. Get Top Management “Buy In”

• Encourage senior management to be aware of – and, optimally, participate
in social media - to foster appropriate participation by employees on behalf
of the company. Setting a positive example is the best method of social
media leadership.


3. Develop a Social Media Strategy

• Base the strategy on overarching business objectives.
• Ensure a cohesive brand voice and corporate message.
• Establish the strategy on continuous social media involvement, not just
“campaigns.” The social media dialogue is on-going and your presence must
be constant also.
• Include resourcing and budget into the strategy that reflect a commitment
to continuous engagement in and measurement of social media.
• Conduct a Social Media Check-up to validate the organization’s current
online positioning. From there, it becomes more intuitive to develop a
strategy that meets business goals and is measurable.


4. Define and Publish a Social Media Policy

• Acknowledge that the company realizes social media is becoming a critical
part of the way people communicate.
• Provide parameters for employees to engage in social media on behalf of
the business and define the implications around their participation.
• Allow for flexibility and creativity within a framework to give employees
critical guidance to leverage social media on behalf of the company.
• Ensure that employees understand both the policy and the strategy and
have resources available if and when they have questions


5. Develop an Internal Structure

• Ensure your employees understand both the policy and the strategy and
have resources to turn to if and when they have questions.
• Have a well defined structure around social media management within the
organization. For some organizations that may involve one employee in the
communications function who is the known manager of your social media
strategy. In others it may involve a task-force approach with several
employees taking responsibility for different areas.
• Avoid an onerous process for your organization’s social media involvement,
but have simple guidelines that are flexible within the established
framework can prevent a chaotic social media presence.


6. Contribute to the Community

• Take your cues from what stakeholders seem to be asking for and let them
influence your presence. For example, if consumers are asking about
product specifications online, create a Twitter account with updates about
new products and product hints and tips. If stakeholders are complaining
about product and service issues, develop a social media channel to receive
and respond to these issues.
• Use an authentic personal tone and provide content that is of value to
users. This involves creating content that contributes to the community and
helps them meet their needs as opposed to always providing content that is
marketing or promotional in nature. If your social media presence is
organized and consistent, stakeholders will find you and turn to you as a
resource.


7. Participate in Good Times and in Bad

• Leverage negative feedback from stakeholders as an opportunity to share
the company’s point of view or set the record straight. While there may be
instances where a company should refrain from commenting, in general
stakeholders will be more impressed to know the company is listening to
complaints and trying to rectify problems.
• Develop a process in advance that defines how and when to respond to
negative content or misinformation posted in social media. This may involve
assessing influence of the social media site, the reach of the content, the
authority of the author, or the tone of the dialogue and then deciding
whether or not to proceed.
• Do not leave incorrect information unchallenged. Social media content is
highly searchable and can live forever. More often than not, responding
provides a mechanism to “be on the record” and ensures that others who
access the content also learn your point of view.


8. Be Prepared to Respond in Real Time

• Be prepared to respond to a social media crisis immediately. The social
media conversation takes place in real time, and even 24 hours may be too
long to address a viral chain of negative dialogue about your brand.
Responding immediately can stave off reputation damage that may take
months to repair.
• Consider running a social media crisis simulation to put your crisis response
strategy to the test.


9. Measure the Impact of Your Social Media Engagement

• Determine key metrics to track, such as numbers of followers, types of
comments from stakeholders, tone of comments, in order to gauge how
well your social media strategy is working.
• Conduct research with stakeholders to determine how your message is
coming across and if stakeholders are finding the company responsive via
social media channels.
• Consider social media engagement as another part of the marketing and
communications mix and incorporate social media measurement in the
organization’s broader measurement of overall brand reputation and sales.


Contacts
United States: Latin America: EMEA:
Erin Byrne Felix Leander Daniel Jorg
Chief Digital Strategist Digital Strategist EMEA Digital Practice Lead
212.614.4824 (305) 347-4392 +41313567362
Felix.Leander@BM.com Daniel.Jorg@bm.com
erin.byrne@proofdigitalmedia.com
www.Twitter.com/fleander www.twitter.com/danieljoerg
www.twitter.com/erinbyrne

Unites States: Asia Pacific:
B.L. Ochman Charles Pownall
Managing Director of Emerging Media Digital Strategist
Proof Integrated Media 65 6829 9350
b.l.ochman@proofdigitalmedia.com Digital Strategist
www.twitter.com/whatsnext Charles.Pownall@bm.com
www.twitter.com/cpownall


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