Have you locked out your Facebook fans?

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ARE you wondering why people aren’t engaging with your business on Facebook? Have you set up a page, gathered plenty of ‘likes’, but still nobody’s using your wall? Maybe people are responding to your comments, but they’re still not leaving their own posts?

If this is the case, it may well be that you’ve missed a little setting in your page editing suite. It’s really easy to do and, to be honest (sorry Facebook!), the gang in charge haven’t made it that simple for page owners to spot.

So, if your Facebook wall is showing nothing but a string of your own page logo, with only a smattering of comments, it’s time to check your settings. Don’t worry, it’s really simple and the Turquoise Tigers are here to hold your paws.

If you’re on the original Facebook layout (pre- timeline change), here are the steps:

STEP 1: Sign into your Facebook page and click ‘Edit Page’ at the top right hand side. This will take you into your editing suite.

STEP 2: You should now be in the ‘Manage Permissions’ area. If not, just click that option, on the left of the screen, and you’ll end up in the right place. Now, your screen should look something like this:

Look at the area where it states ‘Wall Tab Shows’ and check what’s in the box. You only have two options here – ‘All posts’ or ‘Only Posts By Page’. If the latter option is selected, you can only post messages to your page if you’re one of the page admins, so you need to ensure ‘All posts’ is selected.

STEP 3: Click ‘Save Changes’ at the bottom of your screen.

If you’re on the new Facebook Timeline layout (compulsory post March 2012), here are the steps:

STEP 1: Sign into your Facebook page and click the ‘Manage’ dropdown at the top right hand side, then select ‘Edit Page’ (pictured). This will take you into your editing suite.

STEP 2: You should now be in the ‘Manage Permissions’ area. If not, just click that option, on the left of the screen, and you’ll end up in the right place. Now, your screen should look something like this:

Look at the area where it states ‘Posting Ability’ and check both boxes are ticked. You only have two options here – ‘Everyone can post to insert page name here timeline’ and ‘Everyone can add photos and videos to insert page name here timeline”. If these are not selected, you can only post messages to your page if you’re one of the page admins, so you need to ensure they’re ticked. If you’re really unsure about allowing people to post pics and vids to your page, you can choose to untick the second box but, with the ability always there to moderate your page activity and remove things you don’t like, it seems a bit silly to stunt people’s ability to engage with you.

You’ll also see options for post visibility and tagging visibility. Notice the option to only show your own posts immediately, with everything else needing to be moderated first. In our picture, you’ll see this option is unticked; in our view, it can be quite demoralising for a page fan to go to the trouble of posting on your page, only to have to wait for you to okay it first… it’s yet another barrier to engagement. Of course, never say never, and for pages who get a high level of spam or unsavoury material, the option to moderate first is always open.

STEP 3: Click ‘Save Changes’ at the bottom of your screen.

That’s it – simple! Now you can start REALLY engaging with your audience and encourage them to post their own comments, experiences, questions – anything you like – on your Facebook wall!

TIGER TIP: Despite everything we teach people about social media, some businesses are still afraid of allowing people to post on their Facebook walls. Our advice? If you want to stay ahead of the game and really engage with your audience, you need to go the whole hog.

Don’t forget, you can always hide or delete comments you don’t want to display publicly, but our advice would be to respond accordingly where possible, and leave the delete button for spam or offensive messages only. If someone complains (and if it’s a fair comment), respond professionally, publicly and openly, so others can see how brilliant your customer service is!

Let’s face it, in these days of viral messaging and open communication channels, if someone wants to complain about you online they’ll do it anyway – it’s better to be open and have opportunity to respond, rather than have your customer complain elsewhere in the social media arena, where you might not be aware of the situation, or able to tackle it.

Any questions? Leave us a comment or drop us a line, as always.

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5 Responses to Have you locked out your Facebook fans?

  1. Annie Hall says:

    sorry but what you have written above just doesn’t quite make sense, esp. since I’ve changed my business facebook to the new look anniehallhomeopath. Do tell me what you mean, it’s Step 2 that’s not there!

  2. Taz says:

    Hi Annie,

    Aah, you’re having difficulties because you jumped the gun and installed the new-look Facebook timeline setting a bit earlier that the compulsory change-over. That’s great – we love the changes, and it’s good to know people are eager to embrace the overhaul and get on with it.

    You’ll now see we’ve amended our original blog to include those three simple steps for the new layout – this should now make perfect sense to you.

    Thanks for posting. 🙂

    Taz

  3. Sandy Jones says:

    Before the new timeline, when I would create a post on my “business” page, I had the option to also “post/show” on my personal page, now It no longer does this.. my only option is “public”. Has this feature gone away, or is there somewhere else to manage this?

    Thanks, Sandy

  4. Lakeisha says:

    This is so juicy. I too have not eaten any 'fast food' now for almost 12 years. I just feel horrible when i do. This is a nice alternative and at least i know what is going into it. Dei!oicus!!l!

  5. http://www./ says:

    Smiling, nodding, then moving on. It just wasn’t important.When the economy was booming, sales were the name of the game. Most key performance indicators (KPI’s) went something like

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