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2018 – Our trend predictions

2018 – Our trend predictions

Welcome to 2018! Now’s the time to prepare for the coming year as we get ramped up for another year of trends, technology and learning how to use both to better serve your community.

What are our trend predictions for 2018?

From traditional customer service to digital delivery channels
Alongside social media’s growth as a service delivery tool, we’ve seen organisations investing in dedicated resources to help them manage and engage their digital communities. These tasks traditionally belonged to call-centre staff and include, responding to queries and playing an active role in content moderation. Watch this space.

More AI and automation
Organisations are embracing AI and automation as legitimate tools to help streamline their work-flow and service delivery channels. From Facebook Messenger chat-bots to automated emails, small teams are embracing technology to help them get more done and provide better service.

Video, video and more video
We’ve seen the rise of video use across social media and if Instagram’s use of Stories is anything to go by, we’ll be seeing more in the following year. Facebook has announced plans to launch Facebook Watch a dedicated video viewing service that will rival YouTube. You can bet we’ll see an increase in live and promoted video across Facebook in the coming year. Live video will be the norm.

Mobile is a must
The majority of social media users are now on mobile, so if your content isn’t mobile friendly in 2018, you’re going to have issues.

Measure by engagement, not follower count
Social media metrics have evolved and we know more about our audiences than ever before. With the rise of social media influencers, we’re going to see the rise of authenticity metric testing, especially as you can buy followers and basic engagement through programmatic tools.

Social media archiving
Government organisations will be expected to record their engagement and social media content to ensure public transparency. Social media is now a service delivery channel, all the legislation regarding business conversation apply.

What do you think will be the top trends in 2018? We’d love to hear from you. Email us at