Social Media Articles, Videos, Reports, and Training Courses

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<div class="tab-container"> <span class="tab-target" id="recent"></span> <span class="tab-target" id="videos"></span> <span class="tab-target" id="articles"></span> <div class="tab-content"> <ul class="tabs"> <li class="tab recent-tab default"><a href="#recent">Most Recent</a></li> <li class="tab videos-tab"><a href="#videos">Videos Only</a></li> <li class="tab articles-tab"><a href="#articles">Articles Only</a></li> </ul> <div class="tab-body default" id="recentTabContent"> <ul class="publication-list"> <li class="publication-list-item article"> <div class="article teaser"> <div class="content"> <h2 class="title"> <a href="/articles/kpop-private-messaging/">How K-Pop Apps Create the Illusion of Private Messaging with Celebrities</a> </h2> <time><span class="small large desktop only">October 2, 2022</span><span class="mobile only">Oct 2, 2022</span> | Article: 10 <span class="small large desktop only">minute</span><span class="mobile only">min</span>s to read</time> <p>K-pop’s private messaging apps’ psychological and emotional UX tactics are building an unprecedented digital communication experience between fans and artists.</p> </div> </div> </li> <li class="publication-list-item video"> <div class="video teaser"> <div class="fixed twelve column grid"> <div class="content eight-wide m-twelve-wide"> <h2 class="title"><a href="/videos/writing-for-social-media/">Writing for Social Media</a></h2> <time><span class="small large desktop only">February 25, 2022</span><span class="mobile only">Feb 25, 2022</span> | 5 <span class="small large desktop only">minute</span><span class="mobile only">min</span> video</time> <p> <span class="media"> <a href="/videos/writing-for-social-media/"> <img loading="lazy" src="" srcset="https://media.nngroup.com/media/videos/thumbnails/Writing_for_Social_Media_Thumbnail.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg, https://media.nngroup.com/media/videos/thumbnails/Writing_for_Social_Media_Thumbnail.jpg.1300x728_q75_autocrop_crop-smart_upscale.jpg 2x" alt=""> <span class="overlay"> <span class="color icon fab fa-youtube"></span> </span> </a> </span> Content usability applies to social media copywriting, and legibility requirements are high since users often scroll through their feeds at high speed. </p> </div> <div class="media four-wide"> <a href="/videos/writing-for-social-media/" tabindex="-1" aria-hidden="true"> <img loading="lazy" src="https://media.nngroup.com/media/videos/thumbnails/Writing_for_Social_Media_Thumbnail.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg" srcset="https://media.nngroup.com/media/videos/thumbnails/Writing_for_Social_Media_Thumbnail.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg, https://media.nngroup.com/media/videos/thumbnails/Writing_for_Social_Media_Thumbnail.jpg.1300x728_q75_autocrop_crop-smart_upscale.jpg 2x" alt=""> <div class="overlay"> <span class="color icon fab fa-youtube"></span> </div> </a> </div> </div> </div> </li> <li class="publication-list-item article"> <div class="article teaser"> <div class="content"> <h2 class="title"> <a href="/articles/social-media-research-insights/">Social Media UX: 3 Research Insights</a> </h2> <time><span class="small large desktop only">June 27, 2021</span><span class="mobile only">Jun 27, 2021</span> | Article: 7 <span class="small large desktop only">minute</span><span class="mobile only">min</span>s to read</time> <p>Companies should experiment with interactive social media content types, include relevant calls to action in posts, and avoid posting too frequently.</p> </div> </div> </li> <li class="publication-list-item article"> <div class="article teaser"> <div class="content"> <h2 class="title"> <a href="/articles/companies-social-media/">Companies on Social Media: 6 Types of User Interactions with Business</a> </h2> <time><span class="small large desktop only">January 31, 2021</span><span class="mobile only">Jan 31, 2021</span> | Article: 9 <span class="small large desktop only">minute</span><span class="mobile only">min</span>s to read</time> <p>Users rely on social media to find out about new products or companies, conduct research, engage with content, make purchases, and seek customer support.</p> </div> </div> </li> <li class="publication-list-item video"> <div class="video teaser"> <div class="fixed twelve column grid"> <div class="content eight-wide m-twelve-wide"> <h2 class="title"><a href="/videos/unfollow-social-media/">Why Customers Unfollow You on Social Media</a></h2> <time><span class="small large desktop only">January 15, 2021</span><span class="mobile only">Jan 15, 2021</span> | 3 <span class="small large desktop only">minute</span><span class="mobile only">min</span> video</time> <p> <span class="media"> <a href="/videos/unfollow-social-media/"> <img loading="lazy" src="" srcset="https://media.nngroup.com/media/videos/thumbnails/Why_Customers_Unfollow_You_Social_Media.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg, https://media.nngroup.com/media/videos/thumbnails/Why_Customers_Unfollow_You_Social_Media.jpg.1300x728_q75_autocrop_crop-smart_upscale.jpg 2x" alt=""> <span class="overlay"> <span class="color icon fab fa-youtube"></span> </span> </a> </span> Our user research revealed 5 key reasons people have unfollowed a company's social media accounts. The study also found tips to reduce unfollowing behaviors. </p> </div> <div class="media four-wide"> <a href="/videos/unfollow-social-media/" tabindex="-1" aria-hidden="true"> <img loading="lazy" src="https://media.nngroup.com/media/videos/thumbnails/Why_Customers_Unfollow_You_Social_Media.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg" srcset="https://media.nngroup.com/media/videos/thumbnails/Why_Customers_Unfollow_You_Social_Media.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg, https://media.nngroup.com/media/videos/thumbnails/Why_Customers_Unfollow_You_Social_Media.jpg.1300x728_q75_autocrop_crop-smart_upscale.jpg 2x" alt=""> <div class="overlay"> <span class="color icon fab fa-youtube"></span> </div> </a> </div> </div> </div> </li> <li class="publication-list-item video"> <div class="video teaser"> <div class="fixed twelve column grid"> <div class="content eight-wide m-twelve-wide"> <h2 class="title"><a href="/videos/social-media-interaction-types/">Companies on Social Media: 6 Interaction Types</a></h2> <time><span class="small large desktop only">December 25, 2020</span><span class="mobile only">Dec 25, 2020</span> | 3 <span class="small large desktop only">minute</span><span class="mobile only">min</span> video</time> <p> <span class="media"> <a href="/videos/social-media-interaction-types/"> <img loading="lazy" src="" srcset="https://media.nngroup.com/media/videos/thumbnails/Companies_on_Social_Media_6_Interaction_Types_Thumbnail.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg, https://media.nngroup.com/media/videos/thumbnails/Companies_on_Social_Media_6_Interaction_Types_Thumbnail.jpg.1300x728_q75_autocrop_crop-smart_upscale.jpg 2x" alt=""> <span class="overlay"> <span class="color icon fab fa-youtube"></span> </span> </a> </span> Our user research discovered 6 distinct types of interactions users/customers have with companies on social media. Recognize each type, and support each one with different design approaches. </p> </div> <div class="media four-wide"> <a href="/videos/social-media-interaction-types/" tabindex="-1" aria-hidden="true"> <img loading="lazy" src="https://media.nngroup.com/media/videos/thumbnails/Companies_on_Social_Media_6_Interaction_Types_Thumbnail.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg" srcset="https://media.nngroup.com/media/videos/thumbnails/Companies_on_Social_Media_6_Interaction_Types_Thumbnail.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg, https://media.nngroup.com/media/videos/thumbnails/Companies_on_Social_Media_6_Interaction_Types_Thumbnail.jpg.1300x728_q75_autocrop_crop-smart_upscale.jpg 2x" alt=""> <div class="overlay"> <span class="color icon fab fa-youtube"></span> </div> </a> </div> </div> </div> </li> <li class="publication-list-item video"> <div class="video teaser"> <div class="fixed twelve column grid"> <div class="content eight-wide m-twelve-wide"> <h2 class="title"><a href="/videos/social-commerce-vs-social-selling/">Social Commerce vs. Social Selling</a></h2> <time><span class="small large desktop only">December 11, 2020</span><span class="mobile only">Dec 11, 2020</span> | 2 <span class="small large desktop only">minute</span><span class="mobile only">min</span> video</time> <p> <span class="media"> <a href="/videos/social-commerce-vs-social-selling/"> <img loading="lazy" src="" srcset="https://media.nngroup.com/media/videos/thumbnails/Social_Commerce_vs_Social_Selling_Thumbnail.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg, https://media.nngroup.com/media/videos/thumbnails/Social_Commerce_vs_Social_Selling_Thumbnail.jpg.1300x728_q75_autocrop_crop-smart_upscale.jpg 2x" alt=""> <span class="overlay"> <span class="color icon fab fa-youtube"></span> </span> </a> </span> There are two ways to facilitate e-commerce social media: you can sell directly on the social platform, or simply promote on social media with a link to a traditional e-commerce site for the actual purchase. </p> </div> <div class="media four-wide"> <a href="/videos/social-commerce-vs-social-selling/" tabindex="-1" aria-hidden="true"> <img loading="lazy" src="https://media.nngroup.com/media/videos/thumbnails/Social_Commerce_vs_Social_Selling_Thumbnail.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg" srcset="https://media.nngroup.com/media/videos/thumbnails/Social_Commerce_vs_Social_Selling_Thumbnail.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg, https://media.nngroup.com/media/videos/thumbnails/Social_Commerce_vs_Social_Selling_Thumbnail.jpg.1300x728_q75_autocrop_crop-smart_upscale.jpg 2x" alt=""> <div class="overlay"> <span class="color icon fab fa-youtube"></span> </div> </a> </div> </div> </div> </li> <li class="publication-list-item video"> <div class="video teaser"> <div class="fixed twelve column grid"> <div class="content eight-wide m-twelve-wide"> <h2 class="title"><a href="/videos/social-media-vs-social-features/">Social Media vs Social Features</a></h2> <time><span class="small large desktop only">June 19, 2020</span><span class="mobile only">Jun 19, 2020</span> | 2 <span class="small large desktop only">minute</span><span class="mobile only">min</span> video</time> <p> <span class="media"> <a href="/videos/social-media-vs-social-features/"> <img loading="lazy" src="" srcset="https://media.nngroup.com/media/videos/thumbnails/Social_Media_vs_Social_Features_Thumbnail.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg, https://media.nngroup.com/media/videos/thumbnails/Social_Media_vs_Social_Features_Thumbnail.jpg.1300x728_q75_autocrop_crop-smart_upscale.jpg 2x" alt=""> <span class="overlay"> <span class="color icon fab fa-youtube"></span> </span> </a> </span> Build out social features on your own website, or avail yourself of existing (but external) social media platforms where you don't own the user experience? User research can help determine which strategy is best for reaching your specific audience and serving their special needs. </p> </div> <div class="media four-wide"> <a href="/videos/social-media-vs-social-features/" tabindex="-1" aria-hidden="true"> <img loading="lazy" src="https://media.nngroup.com/media/videos/thumbnails/Social_Media_vs_Social_Features_Thumbnail.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg" srcset="https://media.nngroup.com/media/videos/thumbnails/Social_Media_vs_Social_Features_Thumbnail.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg, https://media.nngroup.com/media/videos/thumbnails/Social_Media_vs_Social_Features_Thumbnail.jpg.1300x728_q75_autocrop_crop-smart_upscale.jpg 2x" alt=""> <div class="overlay"> <span class="color icon fab fa-youtube"></span> </div> </a> </div> </div> </div> </li> <li class="publication-list-item article"> <div class="article teaser"> <div class="content"> <h2 class="title"> <a href="/articles/passive-information-acquisition/">Passive Information Acquisition on the Increase</a> </h2> <time><span class="small large desktop only">April 5, 2020</span><span class="mobile only">Apr 5, 2020</span> | Article: 9 <span class="small large desktop only">minute</span><span class="mobile only">min</span>s to read</time> <p>People increasingly discover critical information online without actively searching for it, but such information has poor context and may have credibility issues.</p> </div> </div> </li> <li class="publication-list-item video"> <div class="video teaser"> <div class="fixed twelve column grid"> <div class="content eight-wide m-twelve-wide"> <h2 class="title"><a href="/videos/social-media-gamification/">Social Media and Gamification</a></h2> <time><span class="small large desktop only">May 31, 2019</span><span class="mobile only">May 31, 2019</span> | 2 <span class="small large desktop only">minute</span><span class="mobile only">min</span> video</time> <p> <span class="media"> <a href="/videos/social-media-gamification/"> <img loading="lazy" src="" srcset="https://media.nngroup.com/media/videos/thumbnails/SocialMediaGamification.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg, https://media.nngroup.com/media/videos/thumbnails/SocialMediaGamification.jpg.1300x728_q75_autocrop_crop-smart_upscale.jpg 2x" alt=""> <span class="overlay"> <span class="color icon fab fa-youtube"></span> </span> </a> </span> Gamification brings the visual design and the mechanics of games to other products. As we examine our ethical responsibilities as UX professionals, social media deserves special consideration. Gamification in social media can make people feel as though their social lives are being scored. </p> </div> <div class="media four-wide"> <a href="/videos/social-media-gamification/" tabindex="-1" aria-hidden="true"> <img loading="lazy" src="https://media.nngroup.com/media/videos/thumbnails/SocialMediaGamification.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg" srcset="https://media.nngroup.com/media/videos/thumbnails/SocialMediaGamification.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg, https://media.nngroup.com/media/videos/thumbnails/SocialMediaGamification.jpg.1300x728_q75_autocrop_crop-smart_upscale.jpg 2x" alt=""> <div class="overlay"> <span class="color icon fab fa-youtube"></span> </div> </a> </div> </div> </div> </li> <li class="publication-list-item video"> <div class="video teaser"> <div class="fixed twelve column grid"> <div class="content eight-wide m-twelve-wide"> <h2 class="title"><a href="/videos/social-features-chinese-apps/">Social Features in Chinese Apps</a></h2> <time><span class="small large desktop only">January 25, 2019</span><span class="mobile only">Jan 25, 2019</span> | 2 <span class="small large desktop only">minute</span><span class="mobile only">min</span> video</time> <p> <span class="media"> <a href="/videos/social-features-chinese-apps/"> <img loading="lazy" src="" srcset="https://media.nngroup.com/media/videos/thumbnails/SocialAppsChina.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg, https://media.nngroup.com/media/videos/thumbnails/SocialAppsChina.jpg.1300x728_q75_autocrop_crop-smart_upscale.jpg 2x" alt=""> <span class="overlay"> <span class="color icon fab fa-youtube"></span> </span> </a> </span> Social features (like online communities and experience sharing) are very popular in Chinese apps. This video offers examples and tips for adding social features to your product. </p> </div> <div class="media four-wide"> <a href="/videos/social-features-chinese-apps/" tabindex="-1" aria-hidden="true"> <img loading="lazy" src="https://media.nngroup.com/media/videos/thumbnails/SocialAppsChina.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg" srcset="https://media.nngroup.com/media/videos/thumbnails/SocialAppsChina.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg, https://media.nngroup.com/media/videos/thumbnails/SocialAppsChina.jpg.1300x728_q75_autocrop_crop-smart_upscale.jpg 2x" alt=""> <div class="overlay"> <span class="color icon fab fa-youtube"></span> </div> </a> </div> </div> </div> </li> <li class="publication-list-item article"> <div class="article teaser"> <div class="content"> <h2 class="title"> <a href="/articles/device-vortex/">The Vortex: Why Users Feel Trapped in Their Devices</a> </h2> <time><span class="small large desktop only">October 28, 2018</span><span class="mobile only">Oct 28, 2018</span> | Article: 12 <span class="small large desktop only">minute</span><span class="mobile only">min</span>s to read</time> <p>Many users report anxiety and lack of control over the amount of time they spend online. We call this feeling “the Vortex.”</p> </div> </div> </li> <li class="publication-list-item article"> <div class="article teaser"> <div class="content"> <h2 class="title"> <a href="/articles/ecommerce-community-china/">How Community Can Drive Commerce: A Lesson from China’s Little Red Book</a> </h2> <time><span class="small large desktop only">September 30, 2018</span><span class="mobile only">Sep 30, 2018</span> | Article: 8 <span class="small large desktop only">minute</span><span class="mobile only">min</span>s to read</time> <p>China’s popular social-ecommerce app succeeds in building a mutually beneficial user community and bringing in a smooth shopping experience for users.</p> </div> </div> </li> <li class="publication-list-item video"> <div class="video teaser"> <div class="fixed twelve column grid"> <div class="content eight-wide m-twelve-wide"> <h2 class="title"><a href="/videos/social-media-and-millennials/">Social Media and Millennials</a></h2> <time><span class="small large desktop only">May 12, 2017</span><span class="mobile only">May 12, 2017</span> | 3 <span class="small large desktop only">minute</span><span class="mobile only">min</span> video</time> <p> <span class="media"> <a href="/videos/social-media-and-millennials/"> <img loading="lazy" src="" srcset="https://media.nngroup.com/media/videos/thumbnails/maxresdefault.webp.650x364_q75_autocrop_crop-smart_upscale.jpg, https://media.nngroup.com/media/videos/thumbnails/maxresdefault.webp.1300x728_q75_autocrop_crop-smart_upscale.jpg 2x" alt=""> <span class="overlay"> <span class="color icon fab fa-youtube"></span> </span> </a> </span> Kate Meyer summarizes her user research on how companies can appeal to social media natives. </p> </div> <div class="media four-wide"> <a href="/videos/social-media-and-millennials/" tabindex="-1" aria-hidden="true"> <img loading="lazy" src="https://media.nngroup.com/media/videos/thumbnails/maxresdefault.webp.650x364_q75_autocrop_crop-smart_upscale.jpg" srcset="https://media.nngroup.com/media/videos/thumbnails/maxresdefault.webp.650x364_q75_autocrop_crop-smart_upscale.jpg, https://media.nngroup.com/media/videos/thumbnails/maxresdefault.webp.1300x728_q75_autocrop_crop-smart_upscale.jpg 2x" alt=""> <div class="overlay"> <span class="color icon fab fa-youtube"></span> </div> </a> </div> </div> </div> </li> <li class="publication-list-item article"> <div class="article teaser"> <div class="content"> <h2 class="title"> <a href="/articles/social-media-natives/">Social Media Natives: Growing Up with Social Networking</a> </h2> <time><span class="small large desktop only">August 28, 2016</span><span class="mobile only">Aug 28, 2016</span> | Article: 9 <span class="small large desktop only">minute</span><span class="mobile only">min</span>s to read</time> <p>Social media use has altered how Millennials think about friendships and relationships. This impact stands as a valuable reminder of the consequences of UX-design decisions.</p> </div> </div> </li> <li class="publication-list-item article"> <div class="article teaser"> <div class="content"> <h2 class="title"> <a href="/articles/wechat-integrated-ux/">WeChat: China’s Integrated Internet User Experience</a> </h2> <time><span class="small large desktop only">August 21, 2016</span><span class="mobile only">Aug 21, 2016</span> | Article: 13 <span class="small large desktop only">minute</span><span class="mobile only">min</span>s to read</time> <p>User research finds that tightly integrated services with simple and unified design make people use WeChat; mainly through traditional GUI interactions, not a “conversational UI.”</p> </div> </div> </li> <li class="publication-list-item article"> <div class="article teaser"> <div class="content"> <h2 class="title"> <a href="/articles/intranet-social-participation/">6 Ways to Encourage Social Participation on Intranets</a> </h2> <time><span class="small large desktop only">November 22, 2015</span><span class="mobile only">Nov 22, 2015</span> | Article: 6 <span class="small large desktop only">minute</span><span class="mobile only">min</span>s to read</time> <p>Promote employee contributions by setting examples, creating enticing topics of conversation, keeping a light tone of voice, and providing positive feedback.</p> </div> </div> </li> <li class="publication-list-item article"> <div class="article teaser"> <div class="content"> <h2 class="title"> <a href="/articles/utility-navigation/">Utility Navigation: What It Is and How to Design It</a> </h2> <time><span class="small large desktop only">October 4, 2015</span><span class="mobile only">Oct 4, 2015</span> | Article: 4 <span class="small large desktop only">minute</span><span class="mobile only">min</span>s to read</time> <p>Utility navigation consists of secondary actions and tools, such as contact, subscribe, save, sign in, share, change view, print. </p> </div> </div> </li> <li class="publication-list-item article"> <div class="article teaser"> <div class="content"> <h2 class="title"> <a href="/articles/social-proof-ux/">Social Proof in the User Experience</a> </h2> <time><span class="small large desktop only">October 19, 2014</span><span class="mobile only">Oct 19, 2014</span> | Article: 4 <span class="small large desktop only">minute</span><span class="mobile only">min</span>s to read</time> <p>People are guided by other people’s behavior, so we can represent the actions, beliefs, and advice of the crowd in a design to influence users.</p> </div> </div> </li> <li class="publication-list-item article"> <div class="article teaser"> <div class="content"> <h2 class="title"> <a href="/articles/intranet-social-features/">Intranet Social Features</a> </h2> <time><span class="small large desktop only">March 2, 2013</span><span class="mobile only">Mar 2, 2013</span> | Article: 7 <span class="small large desktop only">minute</span><span class="mobile only">min</span>s to read</time> <p>Employee collaboration and open communication are now business drivers in many companies, but social enterprise features are often poorly integrated with the rest of the intranet.</p> </div> </div> </li> <li class="pagination"> <span><span class="show-for-medium-up only small large desktop">Previous « </span> <span class="show-for-small-down mobile only">Prev « </span></span> <span class="currentpage"> 1 </span> <a href="?page=2"> 2 </a> <a href="?page=2"><span> » Next</span></a> </li> </ul> </div> <div class="tab-body" id="videosTabContent"> <ul class="publication-list"> <li class="publication-list-item video"> <div class="video teaser"> <div class="fixed twelve column grid"> <div class="content eight-wide m-twelve-wide"> <h2 class="title"><a href="/videos/writing-for-social-media/">Writing for Social Media</a></h2> <time><span class="small large desktop only">February 25, 2022</span><span class="mobile only">Feb 25, 2022</span> | 5 <span class="small large desktop only">minute</span><span class="mobile only">min</span> video</time> <p> <span class="media"> <a href="/videos/writing-for-social-media/"> <img loading="lazy" src="" srcset="https://media.nngroup.com/media/videos/thumbnails/Writing_for_Social_Media_Thumbnail.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg, https://media.nngroup.com/media/videos/thumbnails/Writing_for_Social_Media_Thumbnail.jpg.1300x728_q75_autocrop_crop-smart_upscale.jpg 2x" alt=""> <span class="overlay"> <span class="color icon fab fa-youtube"></span> </span> </a> </span> Content usability applies to social media copywriting, and legibility requirements are high since users often scroll through their feeds at high speed. </p> </div> <div class="media four-wide"> <a href="/videos/writing-for-social-media/" tabindex="-1" aria-hidden="true"> <img loading="lazy" src="https://media.nngroup.com/media/videos/thumbnails/Writing_for_Social_Media_Thumbnail.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg" srcset="https://media.nngroup.com/media/videos/thumbnails/Writing_for_Social_Media_Thumbnail.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg, https://media.nngroup.com/media/videos/thumbnails/Writing_for_Social_Media_Thumbnail.jpg.1300x728_q75_autocrop_crop-smart_upscale.jpg 2x" alt=""> <div class="overlay"> <span class="color icon fab fa-youtube"></span> </div> </a> </div> </div> </div> </li> <li class="publication-list-item video"> <div class="video teaser"> <div class="fixed twelve column grid"> <div class="content eight-wide m-twelve-wide"> <h2 class="title"><a href="/videos/unfollow-social-media/">Why Customers Unfollow You on Social Media</a></h2> <time><span class="small large desktop only">January 15, 2021</span><span class="mobile only">Jan 15, 2021</span> | 3 <span class="small large desktop only">minute</span><span class="mobile only">min</span> video</time> <p> <span class="media"> <a href="/videos/unfollow-social-media/"> <img loading="lazy" src="" srcset="https://media.nngroup.com/media/videos/thumbnails/Why_Customers_Unfollow_You_Social_Media.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg, https://media.nngroup.com/media/videos/thumbnails/Why_Customers_Unfollow_You_Social_Media.jpg.1300x728_q75_autocrop_crop-smart_upscale.jpg 2x" alt=""> <span class="overlay"> <span class="color icon fab fa-youtube"></span> </span> </a> </span> Our user research revealed 5 key reasons people have unfollowed a company's social media accounts. The study also found tips to reduce unfollowing behaviors. </p> </div> <div class="media four-wide"> <a href="/videos/unfollow-social-media/" tabindex="-1" aria-hidden="true"> <img loading="lazy" src="https://media.nngroup.com/media/videos/thumbnails/Why_Customers_Unfollow_You_Social_Media.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg" srcset="https://media.nngroup.com/media/videos/thumbnails/Why_Customers_Unfollow_You_Social_Media.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg, https://media.nngroup.com/media/videos/thumbnails/Why_Customers_Unfollow_You_Social_Media.jpg.1300x728_q75_autocrop_crop-smart_upscale.jpg 2x" alt=""> <div class="overlay"> <span class="color icon fab fa-youtube"></span> </div> </a> </div> </div> </div> </li> <li class="publication-list-item video"> <div class="video teaser"> <div class="fixed twelve column grid"> <div class="content eight-wide m-twelve-wide"> <h2 class="title"><a href="/videos/social-media-interaction-types/">Companies on Social Media: 6 Interaction Types</a></h2> <time><span class="small large desktop only">December 25, 2020</span><span class="mobile only">Dec 25, 2020</span> | 3 <span class="small large desktop only">minute</span><span class="mobile only">min</span> video</time> <p> <span class="media"> <a href="/videos/social-media-interaction-types/"> <img loading="lazy" src="" srcset="https://media.nngroup.com/media/videos/thumbnails/Companies_on_Social_Media_6_Interaction_Types_Thumbnail.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg, https://media.nngroup.com/media/videos/thumbnails/Companies_on_Social_Media_6_Interaction_Types_Thumbnail.jpg.1300x728_q75_autocrop_crop-smart_upscale.jpg 2x" alt=""> <span class="overlay"> <span class="color icon fab fa-youtube"></span> </span> </a> </span> Our user research discovered 6 distinct types of interactions users/customers have with companies on social media. Recognize each type, and support each one with different design approaches. </p> </div> <div class="media four-wide"> <a href="/videos/social-media-interaction-types/" tabindex="-1" aria-hidden="true"> <img loading="lazy" src="https://media.nngroup.com/media/videos/thumbnails/Companies_on_Social_Media_6_Interaction_Types_Thumbnail.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg" srcset="https://media.nngroup.com/media/videos/thumbnails/Companies_on_Social_Media_6_Interaction_Types_Thumbnail.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg, https://media.nngroup.com/media/videos/thumbnails/Companies_on_Social_Media_6_Interaction_Types_Thumbnail.jpg.1300x728_q75_autocrop_crop-smart_upscale.jpg 2x" alt=""> <div class="overlay"> <span class="color icon fab fa-youtube"></span> </div> </a> </div> </div> </div> </li> <li class="publication-list-item video"> <div class="video teaser"> <div class="fixed twelve column grid"> <div class="content eight-wide m-twelve-wide"> <h2 class="title"><a href="/videos/social-commerce-vs-social-selling/">Social Commerce vs. Social Selling</a></h2> <time><span class="small large desktop only">December 11, 2020</span><span class="mobile only">Dec 11, 2020</span> | 2 <span class="small large desktop only">minute</span><span class="mobile only">min</span> video</time> <p> <span class="media"> <a href="/videos/social-commerce-vs-social-selling/"> <img loading="lazy" src="" srcset="https://media.nngroup.com/media/videos/thumbnails/Social_Commerce_vs_Social_Selling_Thumbnail.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg, https://media.nngroup.com/media/videos/thumbnails/Social_Commerce_vs_Social_Selling_Thumbnail.jpg.1300x728_q75_autocrop_crop-smart_upscale.jpg 2x" alt=""> <span class="overlay"> <span class="color icon fab fa-youtube"></span> </span> </a> </span> There are two ways to facilitate e-commerce social media: you can sell directly on the social platform, or simply promote on social media with a link to a traditional e-commerce site for the actual purchase. </p> </div> <div class="media four-wide"> <a href="/videos/social-commerce-vs-social-selling/" tabindex="-1" aria-hidden="true"> <img loading="lazy" src="https://media.nngroup.com/media/videos/thumbnails/Social_Commerce_vs_Social_Selling_Thumbnail.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg" srcset="https://media.nngroup.com/media/videos/thumbnails/Social_Commerce_vs_Social_Selling_Thumbnail.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg, https://media.nngroup.com/media/videos/thumbnails/Social_Commerce_vs_Social_Selling_Thumbnail.jpg.1300x728_q75_autocrop_crop-smart_upscale.jpg 2x" alt=""> <div class="overlay"> <span class="color icon fab fa-youtube"></span> </div> </a> </div> </div> </div> </li> <li class="publication-list-item video"> <div class="video teaser"> <div class="fixed twelve column grid"> <div class="content eight-wide m-twelve-wide"> <h2 class="title"><a href="/videos/social-media-vs-social-features/">Social Media vs Social Features</a></h2> <time><span class="small large desktop only">June 19, 2020</span><span class="mobile only">Jun 19, 2020</span> | 2 <span class="small large desktop only">minute</span><span class="mobile only">min</span> video</time> <p> <span class="media"> <a href="/videos/social-media-vs-social-features/"> <img loading="lazy" src="" srcset="https://media.nngroup.com/media/videos/thumbnails/Social_Media_vs_Social_Features_Thumbnail.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg, https://media.nngroup.com/media/videos/thumbnails/Social_Media_vs_Social_Features_Thumbnail.jpg.1300x728_q75_autocrop_crop-smart_upscale.jpg 2x" alt=""> <span class="overlay"> <span class="color icon fab fa-youtube"></span> </span> </a> </span> Build out social features on your own website, or avail yourself of existing (but external) social media platforms where you don't own the user experience? User research can help determine which strategy is best for reaching your specific audience and serving their special needs. </p> </div> <div class="media four-wide"> <a href="/videos/social-media-vs-social-features/" tabindex="-1" aria-hidden="true"> <img loading="lazy" src="https://media.nngroup.com/media/videos/thumbnails/Social_Media_vs_Social_Features_Thumbnail.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg" srcset="https://media.nngroup.com/media/videos/thumbnails/Social_Media_vs_Social_Features_Thumbnail.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg, https://media.nngroup.com/media/videos/thumbnails/Social_Media_vs_Social_Features_Thumbnail.jpg.1300x728_q75_autocrop_crop-smart_upscale.jpg 2x" alt=""> <div class="overlay"> <span class="color icon fab fa-youtube"></span> </div> </a> </div> </div> </div> </li> <li class="publication-list-item video"> <div class="video teaser"> <div class="fixed twelve column grid"> <div class="content eight-wide m-twelve-wide"> <h2 class="title"><a href="/videos/social-media-gamification/">Social Media and Gamification</a></h2> <time><span class="small large desktop only">May 31, 2019</span><span class="mobile only">May 31, 2019</span> | 2 <span class="small large desktop only">minute</span><span class="mobile only">min</span> video</time> <p> <span class="media"> <a href="/videos/social-media-gamification/"> <img loading="lazy" src="" srcset="https://media.nngroup.com/media/videos/thumbnails/SocialMediaGamification.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg, https://media.nngroup.com/media/videos/thumbnails/SocialMediaGamification.jpg.1300x728_q75_autocrop_crop-smart_upscale.jpg 2x" alt=""> <span class="overlay"> <span class="color icon fab fa-youtube"></span> </span> </a> </span> Gamification brings the visual design and the mechanics of games to other products. As we examine our ethical responsibilities as UX professionals, social media deserves special consideration. Gamification in social media can make people feel as though their social lives are being scored. </p> </div> <div class="media four-wide"> <a href="/videos/social-media-gamification/" tabindex="-1" aria-hidden="true"> <img loading="lazy" src="https://media.nngroup.com/media/videos/thumbnails/SocialMediaGamification.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg" srcset="https://media.nngroup.com/media/videos/thumbnails/SocialMediaGamification.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg, https://media.nngroup.com/media/videos/thumbnails/SocialMediaGamification.jpg.1300x728_q75_autocrop_crop-smart_upscale.jpg 2x" alt=""> <div class="overlay"> <span class="color icon fab fa-youtube"></span> </div> </a> </div> </div> </div> </li> <li class="publication-list-item video"> <div class="video teaser"> <div class="fixed twelve column grid"> <div class="content eight-wide m-twelve-wide"> <h2 class="title"><a href="/videos/social-features-chinese-apps/">Social Features in Chinese Apps</a></h2> <time><span class="small large desktop only">January 25, 2019</span><span class="mobile only">Jan 25, 2019</span> | 2 <span class="small large desktop only">minute</span><span class="mobile only">min</span> video</time> <p> <span class="media"> <a href="/videos/social-features-chinese-apps/"> <img loading="lazy" src="" srcset="https://media.nngroup.com/media/videos/thumbnails/SocialAppsChina.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg, https://media.nngroup.com/media/videos/thumbnails/SocialAppsChina.jpg.1300x728_q75_autocrop_crop-smart_upscale.jpg 2x" alt=""> <span class="overlay"> <span class="color icon fab fa-youtube"></span> </span> </a> </span> Social features (like online communities and experience sharing) are very popular in Chinese apps. This video offers examples and tips for adding social features to your product. </p> </div> <div class="media four-wide"> <a href="/videos/social-features-chinese-apps/" tabindex="-1" aria-hidden="true"> <img loading="lazy" src="https://media.nngroup.com/media/videos/thumbnails/SocialAppsChina.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg" srcset="https://media.nngroup.com/media/videos/thumbnails/SocialAppsChina.jpg.650x364_q75_autocrop_crop-smart_upscale.jpg, https://media.nngroup.com/media/videos/thumbnails/SocialAppsChina.jpg.1300x728_q75_autocrop_crop-smart_upscale.jpg 2x" alt=""> <div class="overlay"> <span class="color icon fab fa-youtube"></span> </div> </a> </div> </div> </div> </li> <li class="publication-list-item video"> <div class="video teaser"> <div class="fixed twelve column grid"> <div class="content eight-wide m-twelve-wide"> <h2 class="title"><a href="/videos/social-media-and-millennials/">Social Media and Millennials</a></h2> <time><span class="small large desktop only">May 12, 2017</span><span class="mobile only">May 12, 2017</span> | 3 <span class="small large desktop only">minute</span><span class="mobile only">min</span> video</time> <p> <span class="media"> <a href="/videos/social-media-and-millennials/"> <img loading="lazy" src="" srcset="https://media.nngroup.com/media/videos/thumbnails/maxresdefault.webp.650x364_q75_autocrop_crop-smart_upscale.jpg, https://media.nngroup.com/media/videos/thumbnails/maxresdefault.webp.1300x728_q75_autocrop_crop-smart_upscale.jpg 2x" alt=""> <span class="overlay"> <span class="color icon fab fa-youtube"></span> </span> </a> </span> Kate Meyer summarizes her user research on how companies can appeal to social media natives. </p> </div> <div class="media four-wide"> <a href="/videos/social-media-and-millennials/" tabindex="-1" aria-hidden="true"> <img loading="lazy" src="https://media.nngroup.com/media/videos/thumbnails/maxresdefault.webp.650x364_q75_autocrop_crop-smart_upscale.jpg" 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class="small large desktop only">January 31, 2021</span><span class="mobile only">Jan 31, 2021</span> | Article: 9 <span class="small large desktop only">minute</span><span class="mobile only">min</span>s to read</time> <p>Users rely on social media to find out about new products or companies, conduct research, engage with content, make purchases, and seek customer support.</p> </div> </div> </li> <li class="publication-list-item article"> <div class="article teaser"> <div class="content"> <h2 class="title"> <a href="/articles/passive-information-acquisition/">Passive Information Acquisition on the Increase</a> </h2> <time><span class="small large desktop only">April 5, 2020</span><span class="mobile only">Apr 5, 2020</span> | Article: 9 <span class="small large desktop only">minute</span><span class="mobile only">min</span>s to read</time> <p>People increasingly discover critical information online without actively searching for it, but such information has poor context and may have 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<time><span class="small large desktop only">November 22, 2015</span><span class="mobile only">Nov 22, 2015</span> | Article: 6 <span class="small large desktop only">minute</span><span class="mobile only">min</span>s to read</time> <p>Promote employee contributions by setting examples, creating enticing topics of conversation, keeping a light tone of voice, and providing positive feedback.</p> </div> </div> </li> <li class="publication-list-item article"> <div class="article teaser"> <div class="content"> <h2 class="title"> <a href="/articles/utility-navigation/">Utility Navigation: What It Is and How to Design It</a> </h2> <time><span class="small large desktop only">October 4, 2015</span><span class="mobile only">Oct 4, 2015</span> | Article: 4 <span class="small large desktop only">minute</span><span class="mobile only">min</span>s to read</time> <p>Utility navigation consists of secondary actions and tools, such as contact, subscribe, save, sign in, share, change view, print. </p> 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writing, overly frequent postings, and their inability to locate companies on social networks.</p> </div> </div> </li> <li class="publication-list-item article"> <div class="article teaser"> <div class="content"> <h2 class="title"> <a href="/articles/social-media-outsourcing-can-be-risky/">Social Media Outsourcing Can Be Risky</a> </h2> <time><span class="small large desktop only">September 7, 2009</span><span class="mobile only">Sep 7, 2009</span> | Article: 3 <span class="small large desktop only">minute</span><span class="mobile only">min</span>s to read</time> <p>Hosting a company's content and services on 3rd-party social networking sites involves both tactical risks (lower usability) and strategic risks (less user loyalty).</p> </div> </div> </li> <li class="publication-list-item article"> <div class="article teaser"> <div class="content"> <h2 class="title"> <a href="/articles/twitter-postings-iterative-design/">Twitter Postings: Iterative Design</a> </h2> <time><span class="small large desktop only">August 23, 2009</span><span class="mobile only">Aug 23, 2009</span> | Article: 4 <span class="small large desktop only">minute</span><span class="mobile only">min</span>s to read</time> <p>A timeline message was made more punchy, credible, and viral through 5 rounds of redesign. (Text as UI.)</p> </div> </div> </li> <li class="publication-list-item article"> <div class="article teaser"> <div class="content"> <h2 class="title"> <a href="/articles/write-articles-not-blogs/">Write Articles, Not Blog Postings</a> </h2> <time><span class="small large desktop only">July 8, 2007</span><span class="mobile only">Jul 8, 2007</span> | Article: 9 <span class="small large desktop only">minute</span><span class="mobile only">min</span>s to read</time> <p>To demonstrate world-class expertise, avoid quickly written, shallow postings. Instead, invest your time in thorough, value-added content that attracts paying customers.</p> </div> </div> </li> <li class="publication-list-item article"> <div class="article teaser"> <div class="content"> <h2 class="title"> <a href="/articles/participation-inequality/">The 90-9-1 Rule for Participation Inequality in Social Media and Online Communities</a> </h2> <time><span class="small large desktop only">October 8, 2006</span><span class="mobile only">Oct 8, 2006</span> | Article: 6 <span class="small large desktop only">minute</span><span class="mobile only">min</span>s to read</time> <p>In most online communities, 90% of users are lurkers who never contribute, 9% of users contribute a little, and 1% of users account for almost all the action.</p> </div> </div> </li> <li class="publication-list-item article"> <div class="article teaser"> <div class="content"> <h2 class="title"> <a href="/articles/community-is-dead-long-live-mega-collaboration/">Community is Dead; Long Live Mega-Collaboration</a> </h2> <time><span class="small large desktop only">August 14, 1997</span><span class="mobile only">Aug 14, 1997</span> | Article: 5 <span class="small large desktop only">minute</span><span class="mobile only">min</span>s to read</time> <p>The Web is not a community: a huge impersonal city is a better metaphor. User-generated content (UGC) can be valuable (if edited), but chat rooms should be avoided because of participation inequality.</p> </div> </div> </li> <li class="pagination"> </li> </ul> </div> </div> </div> </div> <aside class="three wide m-12-wide m-row-2 sidebar right-content right-aside"> <div class="more-resources"> <h1><em>More Social Media Resources</em></h1> <div> <h2>Research Reports</h2> <ul class="no-bullet relaxed"> <li><a href="/reports/social-media-user-experience/">Social Media UX: User-Centered Social Strategies</a></li> <li><a href="/reports/intranet-social-features-case-studies/">Social Features on Intranets: Case Studies of Enterprise 2.0</a></li> </ul> </div> </div> <div> <h1 class="only mobile"><strong>Browse By Topic or Author</strong></h1> <div class="nav-container"> <div id="navTopicsPopular" class="topic-list popular-topic-nav"> <h1 class="only mobile">Topics</h1> <div class="small large desktop only"> <h1><em>Other Popular Topics</em></h1> </div> <ul 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