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Hello Merge Tag, Politics, TikTok

12 Takeaways From 2 Years On TikTok | Hello Merge Tag Ep. 19

Josh Klemons - 12 takeaways from 2 years on TikTok - Hello Merge Tag: A podcast about the intersection of politics and social media

I’ve been posting pretty much daily to TikTok for two years. I’ve built up a bit of a following in the process.

I also write thefyp.news, a weekly pop-up newsletter from FWIW spotlighting the top political content, creators, and trends on TikTok ahead of the 2024 Presidential Election.

After my first year posting, I wrote a blog post on what I had learned. You can find that here.

Now that I’m 2 years in, I pulled together 12 takeaways — some new, some less so — of things I’ve learned about this important, but complicated platform.

I mentioned a Pew Research study in the episode. You can find that here.

I also spoke about a blog post I wrote about Publer, a social media scheduling tool I love. You can find that here.

If you haven’t already, join my community on TikTok. I’m @jlemonsk.

Listen to the full episode right here, or wherever you stream podcasts.

 

 

Find all episodes at HelloMergeTag.com or wherever you stream podcasts.

 

 

Big thanks to our sponsor Civic Shout. Learn more about how they’re helping Democratic campaigns and progressive nonprofits build their lists ethically at civicshout.com/partners.

 

Rough Episode Transcript

I’ve had a TikTok account since before TikTok was a household name.

I opened the app sometimes to scroll, and occasionally to post some silly video, but that was about it.

Then 2 years, heading into the 2022 midterms, I pulled out my phone and recorded a short take sharing my frustration with Wisconsin gerrymandering.

I had less than 100 followers on the platform, but my post reached over 12k people.

A little while later, I did another post about Senator Ron Johnson and it reached over 40k people.

And with that, I was hooked.

I’ve been posting about a post a day ever since.

And I’ve built up a bit of an audience in the process.
I recently hit 500k likes and I’m actually already nearing 600k.

That’s despite not being a candidate or representing an organization – I’m just a guy with a phone some hot takes.

I did a deep dive blog post about what I’d learned about the platform one year in – you can find that at bit dot ly /jk-tiktok

Or just Google Josh Klemons TikTok — it’ll show right up.

Along with posting daily, give or take, for the last 2 years, I also partnered with the awesome folks at FWIW Media to write the FYP, a weekly pop-up newsletter spotlighting the top political content, creators, and trends on TikTok ahead of the 2024 Presidential Election.

You can learn more, read past issues and subscribe at thefyp dot news.

Researching and write this newsletter for the last few months has given me a pretty unique perspective on this powerful, if complicated, platform.

One other thing I’ll share before getting into my takeaways – people are getting their news on TikTok. Those both my experience, what I’m seeing in my research and according to Pew.

I’ll have a few links in the show notes to a few studies they recently released, but without question, folks are relying on TikTok to keep up with the world.

So with that, let’s jump in to what I’ve learn about the platform, 2 years in.

TAKEAWAY 1: It’s random as hell
I post things I think are gonna pop. And it’s crickets. I post something silly, just because, and it blows up.

Sometimes I barely get any new followers for weeks at a time. Then in a weekend, I’ll pick up hundreds.

My takeaway from this is simple — just keep posting.

quality matters, but not how you think

Quality on TikTok only matters as it relates to lighting, sound and content. Nothing else.

That’s my experience anyway.

I’ve tested really professional edited content – it’s always a bust!

People don’t want to see TV ads on TikTok – they want to see people.

I literally hold my phone up to my computer and talk about what I’m showing on the screen.

And in the millions and millions of people I’ve reached, I’ve never once had someone question my quality.

I’ve had some trolls, for sure. But quality only matters as far as what you’re talking about – not how fancy you’re able to present it to the camera.

That’s my experience anyway.

And in case it wasn’t clear, THIS IS A GIFT! You don’t need to spend thousands of dollars on good equipment, or spend dozens of hours nailing the perfect take.

I almost never spend more than a few minutes creating content for the platform.

And my audience keeps growing.

TAKEAWAY 2: TikTok Loves Carousels

They announced a while back they’d be giving more love to carousels and let me tell you – they have!

Once while research FYP, I realized that 3 of the top 5 Harris posts were carousels.

Recently, I was rounding up top posts for an FYP and found that one of the top ten posts about Harris on TikTok that week was literally a 2 picture carousel, set over Piano Man. But the wild thing – the 2 pictures were the same!

I did a carousel for a candidate with virtually no followers and it reached 100k impressions.

On my own account, I rounded up a series of funny tweets when Laura Loomer was trending and posted them on TikTok and it reached just shy of 500k impressions. Which would put it on track as one of my top viewed posts yet.

But bear in mind, I’ve tried to recapture this magic, both for myself and for my candidates, and not seen the same kind of magic.

So – I’ll refer you back to point number 1.

TAKEAWAY 3: TikTok is so random.

Keep posting and some will blow up. Some will not.

Just keep posting.

TAKEAWAY 4: Timeliness matters

Like on most other channels, timeliness seems to matter.

If you are sharing a story everyone already knows about, it’s less likely to blow up than if you’re sharing something brand new.

But obviously, plenty of your content doesn’t need to be tied directly to the news cycle, making this less relevant.

I’m working with one candidate who does a phenomenal job of telling stories from the field. She’ll knock doors, have an interesting conversation, and then talk about it. It’s totally anonymous – she’s not naming names or anything.

But these are real, heartfelt stories and they’re resonating!

TAKEAWAY 5: Trends and audio are great, but you really don’t need them

When posting carousels, I might lean into trending audio. But normally I just ignore that stuff.

The longer title of my blog post last year was that I’d reached millions of people without trends, dancing or fancy editing software.

I know some accounts use trends and audio really well and if you’re into that, great! But if not, don’t let it stop you.

When filming a TikTok think about one person on the other side of the feed, and speak to them.

Don’t try to sound smart, don’t try to act. Just talk, like you’re talking to a friend or a supporter.

That’s what I do anyway and it’s been working for me.

TAKEAWAY 6: TikTok hates links and really any call to action aimed to take you off the platform

As with every other platform these days, TikTok hates anything aimed to move people off TikTok.

Which SUCKS! I mean hell, this whole platform might not exist in a year and it’s so hard to move people anywhere else.

But it is what it is.

TAKEAWAY 7: But you can move people!

That said, I have run some limited experiments and found that you can mobilize people.

I tell this story in my blog post, but shortly after getting started, Ron Johnson – my terrible senator – asked people to share stories about something or other on his website.

I built a bitly link directing to it and shared it on social.

I tracked the bitly link and dozens of folks took action. I’d only been doing this for maybe 2 months at the time.

I regularly hold my phone up to my computer showing a map from Ballotpedia or whatnot to let folks know there is a special election. And last year, when Wisconsin Republicans were talking about impeaching our newly elected progressive member of the Wisconsin Supreme Court, WisDems ran a program called Defend Justice which I pushed hard.

I had hundreds of people in my comments and DMs telling me they had taken action based on my posts.

And I’m literally no one!

People told me they didn’t know there was an election before seeing my post, and they voted because of it. Or they had family there, and called them to be sure they voted.

It’s just wild how ready to go so many folks are. They just need someone to come over and help them find the path to getting started.

TAKEAWAY 8: Tiktok can absolutely do local

When I post something in Wisconsin, I tag myself accordingly. But whenever I’m taking about a local place, I do my best to mention it in the video, in the copy and in the hashtags.

Whatever I can do to let TikTok know who I want to show my content to.

And it works!

That was the biggest shock to me from my first 2 big videos — how many people were commenting that they were also in Wisconsin.

I just assumed TikTok was global. And it is. But it can absolutely also be local.

TAKEAWAY 9: If you want an audience, post; if you want a community, engage

I post every day. I found an audience. But audiences are cheap. What you want is a community.

And to foster a community, you can’t just talk at people. You have to engage.

Occasionally one of my posts gets so big I can’t keep up.

But for every other post, I reply or engage with pretty much 100% of the comments.

This takes way more time for me than the actual posting.

But it’s amazing.

People reach out to me all the time asking how they should vote, or literally requesting videos on specific topics.

It’s humbling as hell and I love it.

I have become an accidental news source for them, but I also answer their questions and engage with their content.

Would they keep coming back if I stopped? Maybe. But if I have time to post, I have time to engage.

I’m not saying you have to do the same, but I genuinely think it’s been part of my personal success on the platform.

TAKEAWAY 10: Length matters, but only a bit

My short posts tend to do well. But sometimes my long posts do well.

Yeah, it just doesn’t matter.

Say what you have to say. Don’t talk just to talk.

Keep it tight. But if a story is complicated, it’s okay to go on for a few minutes.

The most important part, in my experience, is to start with your hook.

Not everyone will watch to the end. But some folks will.

TAKEAWAY 11: If you’re not checking your analytics, you’re wasting your time

And that’s the beauty of analtyics. TikTok analytics were okay when I got started two years ago. Today they are much better.

Along with adding in more data, they stopped clearing away all data that was older than 60 days.

I also connected my account to my Publer account – I don’t use Publer to post, but it has amazing analytics and it’s a really helpful way for me to get quick snapshots on my account.

If you want to learn more about Publer, a scheduling and digital marketing tool I’m obsessed with, head to joshklemons.com/publer. I wrote a blog post on why I love it so.

TikTok analytics lets you see how long people watched, how many unique accounts you reached, age and gender and a lot more.

If you’re posting, and not checking your analytics, you are just throwing things at the wall and hoping they stick.

Your audience is telling you exactly what they like — you just have to listen.

The way you do that is through your analytics.

TAKEAWAY 12: Their customer service sucks

I wrote about this a bunch in my blog post, but it’s a big enough deal I’ll reiterate it here — just like every other social platform, their customer service sucks.

And since this is a political podcast, it’s worth noting that TikTok does not allow political ads. Like not at all.

FYI

Okay, this is a brief recap of what I’ve learned after posting and engaging on TikTok pretty much every day for 2 years.

Have questions or any takeaways I missed?

Hit me up on TikTok – I’m @jlemonsk. Or through hellomergetag.com. Or email me at hello@reverbalcommunications.com

Hope this was helpful. Come find me on the Tok!

October 11, 2024/0 Comments/by Josh Klemons
https://joshklemons.com/wp-content/uploads/2024/10/josh-klemons-tiktok-takeaways.png 1500 1500 Josh Klemons https://joshklemons.com/wp-content/uploads/2023/05/Reverbal-Communications-Josh-Klemons.svg Josh Klemons2024-10-11 15:10:132024-10-11 15:10:1312 Takeaways From 2 Years On TikTok | Hello Merge Tag Ep. 19
Step Up Your Social

7 Times The Airlines Blew It On Social Media (And What We Can Learn From Their Mistakes) | Step Up Your Social Ep 14

 

THE EPISODE

Audio:

Video:

THE TRANSCRIPT, ALONG WITH LINKS AND SCREENSHOTS:

Last week, a “YouTube Star” named Drew Gooden tweeted “Excuse me @Delta but this is outrageous. I just got sucked through the toilet hole in one of your aircrafts and am now hurtling through the sky, can I get my money back? This never happens on Southwest.”

Picture

Obviously this is a ridiculous tweet, intended for comedic purposes. But the person handling customer service for Delta that day, who was clearly in dire need of a few pots of coffee, apparently didn’t read beyond the first line before responding “Hello Drew, I am sorry to learn of this, can you provide more detail to what occurred. HBB.” ​

Picture

Drew promptly responded “got sucked through toilet hole.”

Picture

​Let’s take a step back and think about how this happened.

Now what the airlines lack in legroom, they more than make up for in social media budgets. Who amongst hasn’t used social media to reach out to an airline to complain about something, only to be met with a pseudo-personalized response — replete with an employee’s first name or initials — only to be informed they can’t actually help us with our problem but that they hope we have a nice flight (even though we’re writing to ask why our flight has been delayed 18 hours, with no end in sight!).

But still, they are paying people to monitor their channels, and provide quick responses to any and every query sent their way, including paying HBB to respond to Drew when he complains about being sucked out of one of their toilet holes.

What’s the lesson from this ridiculous exchange: social listening is good. But only, if you are actually hearing what your audience is saying.

Now this podcast exists to share quick, actionable tips to help you step up your social. In this episode, we’re going to look at 6 more times the airlines blew it on social media, and talk about what we can learn from their collective mistakes. Let’s let their fails become our best practices.

So without further ado:

Social Fail Number 2: The lesson here is the same as in the previous example, but it’s too good not to also share.

When American Airlines merged with US Airways, they created the world’s largest airline. Twitter user Mark Murphy tweeted his congrats. And this new mega-airline was quick to reply, thanking him for his support.

The problem: Mark’s congratulatory tweet actually read: “Congrats to @americanair and @usairways on creating the largest, shittiest airline in the world.”

So yeah, the airline was listening, but they weren’t actually hearing.

Social Fail Number 3: During the 2014 World Cup, the US was playing Ghana. When the US men’s team scored their second (game-winning) goal, Delta was excited to share the news with its fans. Smart. Delta serves an international audience of people who like to travel. Why wouldn’t they want to show their audience that they are in on the fun?

To represent the US, they used an image of the Statue of Liberty. To represent Ghana, they used an image of a giraffe. The problem? There are no giraffes in Ghana.

What can we learn from this mistake? Don’t make assumptions. Five minutes on Wikipedia could have prevented years of embarrassment for a brand that was trying to show they were with it, and instead showed how little they understood the world they were trying to connect.​

Picture

Social Fail Number 4: This one isn’t actually from an airline. It’s from an airport. But it still made our list.
​
In 2013, Luton Airport in London posted a photo of a recent incident from Chicago in which a plane had skidded of a runway, promising that “Because we are such a super airport… this is what we prevent you from when it snows… Weeeee :)”

Picture

Let’s start with the fact that this is just bad writing. But convulsion aside, the real problem with this post is that they were using a plane crash as a punchline, despite the fact that a six year old boy had died in the incident.

Even if your brand’s voice is bold and irreverent, know when it’s appropriate to make jokes about incidents involving dead kids? Umm, let’s go with never. Sound good?

For Social Fail Number 5: let’s start with the lesson and then move backwards. Contests and hashtags can be great ways to drum up User Generated Content and to encourage your audience to sing your praises to their communities. But they aren’t magic, and if you are struggling with a PR crisis, they can often create more harm than good.

This is a lesson that Qantas Airways learned the hard way.

Qantas wanted to drum up some online excitement for their brand, so they decided to give away a first class gift package by having people tell them about their “dream luxury inflight experience” using the hashtag #QantasLuxury.
The responses came streaming in. But they weren’t what Qantas had in mind.

Here are just a few examples:

  • Getting from A to B without the plane being grounded or an engine catching fire
  •  #QantasLuxury is a massive executive bonus while your workers starve and your former customers choke
  • Flights that leave on schedule because Management doesn’t arbitrarily shut down the airline #QantasLuxury
  • #qantasluxury having a skybed so “superior in its class” you have to be under 5 foot to be able to use it with your legs straight.
  • #qantasluxury – is not being told you can apply for refund online & finding out they only refund via a phone # that no one answers for 4hrs

So yeah, you get the idea.

This is not the story that Qantas wanted their audience to share with their networks. But even an intern should have foreseen that you can’t use a hashtag to solve a PR problem. A hashtag is offering the floor to your community. And if you think their stories MIGHT be more problematic than positive, maybe find another outreach approach.

Social Fail Number 6 was a famous one — United Airlines overbooked a flight and instead of raising the incentives until someone volunteered to leave the plane, they opted instead to violently drag a man — a doctor in fact — off of their plane. Someone shot a video of the brutal altercation and of course it went viral.
So I guess the lesson here is don’t be a jerk to your customers. But actually, I’m including this one on the list for a different reason.

As bad as the video was — and it was BAD — their real social media fail came from their response.

Bad things happen. An overzealous security guard or a stressed out flight attendant made a mistake and let their emotions get the better of them. Give it time and enough volume, it’s going to happen.

But when you inevitably make your apology, you better make it good. Needless to say, United blew that as well, or this issue wouldn’t have made today’s list.

A United exec put out a statement that essentially blamed the passenger, even though it was United who oversold the flight in the first place.

Additional apologies followed but it’s safe to say that this issue will stick with their brand for some time to come.

The lesson: if you are going to issue an apology, make it right the first time!

Which brings us to Social Fail Number 7, the final mistake on our list. This one is a doozy, and it’s — to put it mildly — NSFW (Not Suitable For Work).

In April, 2014, a Twitter user, Elle, tweeted her frustration with US Airways regarding an issue with her flight.

Five hours later, US Airways responded to let her know they were sorry.
Elle didn’t accept their apology. “Yeah, you seem so very sorry. So sorry, in fact, that you couldn’t be bothered to address my other tweets.”

US Airways responded with the following: “We welcome feedback, Elle. If your travel is complete, you can detail it here for review and follow-up.”

Accompanying this tweet was almost definitely the most explicit, shocking and inappropriate image every tweeted out by a Fortune 500 company, if not by any company ever!

It’s so NSFW I won’t even describe it here, other than to say it involved a toy airplane.

The tweet was deleted within an hour, but it is still very much lives on via screenshots all over the internet (even though I kinda wish it didn’t).

So here’s the lesson: don’t put anything on the internet, whether in a DM, a secret Facebook group or certainly not in response to a customer, if you aren’t prepared to see it quoted or screenshot across the internet.

Also, trust the people you have helping you manage your social accounts. Like, really.

Special thanks to Tre Temperilli for providing research assistance for this episode.

If you are enjoying this podcast, please consider leaving it a review wherever you stream podcasts. It will only take you a moment and can go a long way towards helping grow our audience.
​
Thank you and be smart out there.


​​Find other episodes of Step Up Your Social here.
July 17, 2019/0 Comments/by Josh Klemons
https://joshklemons.com/wp-content/uploads/2023/05/Reverbal-Communications-Josh-Klemons.svg 0 0 Josh Klemons https://joshklemons.com/wp-content/uploads/2023/05/Reverbal-Communications-Josh-Klemons.svg Josh Klemons2019-07-17 09:46:002023-11-15 10:19:307 Times The Airlines Blew It On Social Media (And What We Can Learn From Their Mistakes) | Step Up Your Social Ep 14

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