Towards Customer Experience Excellence: Social Media Engagement

Simon MilnerPolicy Director, UK, Middle East, and AfricaMarch, 2014

1.2 Billion People on Facebook

The Internet Is Shifting to Mobile

45%of the world

population will have a

smartphone in 2016

Why This Matters

Users’ direct connection with political actors

on Facebook correlates

strongly with political

participation online & offline.

Moreover, people who aren’t interested in politics are likely to be connected

with friends who are.

Exposure to shared political information on Facebook

has a significant impact on online and offline political

participation.

Standout Examples

Uhuru Kenyatta, President of Kenya

Goodluck Jonathan, President of Nigeria

• Status updates mark major accomplishments

John Mahama, President of Ghana

Paul Kagame, President of Rwanda

Yoweri Museveni, President of Uganda

Mahamadou Issoufou, President of Niger

• Content in the local language

• Varies posting photos, articles and updates

Macky Sall, President of Senegal

• Posts that fans love

Optimizing Your Presence on Facebook

Verification

News Feed Right Column

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“...making Internet access available to those

who cannot currently afford it.”

–Mark Zuckerberg