New Media and Social Media
· Verizon has broken up their websites into several different sectors, and thus separate sites:
o Verizon Communications, dealing with broadband connections, Verizon FiOs (television) and home telephone service
o Verizon Wireless information
o However, if you go onto Verizon Communication’s website, there is a direct link to the Wireless site on that homepage, making it easy to access
· Navigation of Websites
o Verizon Communications
§ This site is broken up into three sectors: Wireless, Residential, and Business
· Residential:
o This is broken up into four sub-categories at the top of the page, they are very easy to access (Services, Shop, Support, Community)
o Also, it is useful that on the top of the page there is a clear sign in for residents who use Verizon Communications so they have easy access to their account
o Next, it is inciting that when non-members first access this site there are current offers being scrolled through and shown right on top in order to see Verizon’s current greatest “deals”
o Another extremely interesting and useful tidbit about this site is that at the bottom there is a link to the Verizon Blogs that tells how many Verizon users are part of the “blog community” as well as how many members are currently online blogging on the forums. However, it confused me why this is so hidden at the bottom of the page as I think it is such a great tool to attract customers to share their opinions and should be displayed more prevalently
· Business:
o Business is broken up into sub-categories as well: Small Business, Medium Business, and Enterprise. It is useful to users that directly when you mouse over any of these options you have the immediate option of logging into your account.
o This is very similar to the Residential site, with current offers and “deals” displayed at the top of the page and different categories available to click on at the top of the page.
o Overall, the page is attractive to the user, however at the bottom there is a large amount of small print that is not the most aesthetically pleasing and perhaps this space could have been better utilized to advertise their blog as they did on the Residential site
o Verizon Wireless
§ The Verizon Wireless site is different from the Verizon Communications site completely. This site has a different feel and look, making it appear more high-tech and modern
§ This site is very aesthetically pleasing, with changing graphics in the top center and a full menu across the top as well as down the left side
§ Furthermore, it is useful and resourceful at the bottom of the site how there are different categories shown with lists under them, such as a list of the brands that Verizon carries. This is strategically and nicely placed at the bottom of the page as it is important information that is undoubtedly sought after by customers or potential customers, yet is probably not the first thing people look for when visiting the site
§ One thing that is a little disappointing and could probably be “played up” on their site is the fact that in the very bottom right corner there is a very small link to interact with Verizon Wireless on Twitter and Facebook. In a world that relies so heavily on social media it seems silly that they would not make this more prevalent and accessible on their website.
Verizon’s Facebook Accounts
· Verizon has several Facebook accounts:
o Verizon Wireless
o Verizon Insider
o Verizon Business
o Verizon FiOs
o Verizon Small Biz
· The first of these that I’d like to spotlight is Verizon Insider:
o This is an interesting and useful site for the company to host because it is interactive to the users. There is not only a video on the page right when you access it but also a sweepstakes to enter
o Below all of that is the “wall” where people can post their comments and questions about Verizon and this Facebook site. I was surprised to see that some of the comments were quite negative (see picture)
§ I find it to be a bad move on the part of Verizon to not comment back on this negative post, if only to direct the customer to the customer service blogs or phone number to voice their concerns. The fact that Verizon does not frequently post responses to these comments or post at all on this wall makes it seem as though they do not work hard to maintain the site
· The next of the Facebook accounts I’m going to spotlight is the Verizon Wireless page:
o 2,093,853 people like this page
o This is a very nice Facebook page that is easy to navigate as well as attractive to users
o It is very inciting to visitors that they have great graphics with many pictures of different phones and many of the company’s logos
o This is also an interactive site as there are links to being able to “poll” your friends on what Verizon phone you should purchase, complete with tabs for Droids, Smartphones, and current “deals”
o Another interesting aspect to this page is that there is a tab called “local events” which is useful towards finding promotions and events in your area. This gives the site a more personal feel that can allow a customer to find something that directly relates to them
o Also, this tab includes a map (see picture) of the US showcasing all the different locations that Verizon offers “deals” and “promotions,” immediately impressing upon the customer how widespread the company is
o On the wall for this page there are all posts directly from Verizon Wireless, advertising new products and reaching out to customers. This is nice to see sine on the Verizon Insider page there were no posts from Verizon at all. They also frequently post links to videos, articles, and further media about their company that is useful and interactive for site viewers
Overall, the Facebook pages that Verizon hosts are very useful and informative and offer a great variety of information to site viewers. However, if I were their PR person I would probably be more interactive and responsive to customers on the site and comment back to their posts – both positive and negative – to show that their voices are heard and that the site is well maintained on a daily or weekly basis.
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