Do you want to see how social media impacts your business? Want to learn how Google Analytics can help? In this article you'll discover four ways you can use Google Analytics to measure the impact of your social media marketing. #1: Verify Social as a Traffic Driver Google Analytics will provide a look at the [...]
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- Your Guide to the Social Media Jungle
Posted by jenstar
Are you ready for AMP? Ready or not, it's coming to Google search results, and it's arriving in a big way. Google has announced that they'll be showing Accelerated Mobile Pages in their search results for the “ten blue links.”
This means that sites that aren't news-specific now have the opportunity to show AMP pages in Google's search results.
AMP is a very lightweight version of a webpage that has been stripped of the many elements that cause a regular webpage to display slowly, such as tons of cookies, third-party Javascript, and slow-loading ad networks. This results in a page that loads lightning-fast, which is great for those who are on slower connections or simply don't want to wait for a regular, heavier page to load.
AMP has had a fairly positive reception both from site owners and from users. It's much faster and more streamlined for searchers, especially on mobile devices that tend to be a little bit slower connection-wise.
It's important to note that AMP pages in the mobile search results do not receive an additional ranking boost. Google currently has the mobile-friendly ranking boost, and because AMP pages are mobile-friendly, they receive the same ranking boost.
There isn't an additional incentivized reason to use AMP strictly for ranking purposes. Don't switch everything to AMP simply because you think you'll get an additional ranking boost to help you beat out competitors.
There are indirect ranking benefits, though. For example, if searchers seek out AMP results, some sites could see higher clickthrough rates on their AMP pages. And as consumer awareness grows about AMP, that will likely rise.
Google isn't showing additional search results based on AMP specifically. Sites with AMP won't show two versions of the same page in the search results, one mobile and one AMP. Rather, if any of the pages in the SERPs have an AMP version, Google will show that instead of the mobile or desktop page that would normally appear.
Just as a mobile-friendly page has a tag at the front of the description snippet showing that it's mobile-friendly, AMP has the same thing. For AMP, those results are tagged with AMP and an encircled lightning bolt before the description.
No, Google is not planning to penalize a site simply because it isn't AMP. Your site will still have the same positioning in mobile search results as the mobile version of the page.
Google will simply replace the mobile-friendly page - or the desktop page, if a mobile-specific page isn't available - and show the AMP version of the page.
For sites that don't have an AMP version of their page in the SERPs, Google will opt to show the mobile-friendly page first, or the desktop page if there's no mobile-friendly version. But sites that are AMP-less will not be demoted in any way.
There's no reason to believe that some of the regular ranking factors wouldn't apply to AMP pages, especially for those websites that are currently AMP-only. However, because of the nature of AMP, they likely wouldn't be a concern.
This will include things like page speed. Because AMP pages are significantly faster than mobile pages, there's no reason for a site owner to worry that they could be negatively impacted in rankings because of slow page speed.
Likewise, with the above-the-fold algorithm that targets sites with significant ads above the content, this again isn't cause for concern as most AMP pages are “ad-light.”
But it is important to remember that while Google is crawling the mobile version and AMP version of pages, rankings are based on the desktop page. Thus, faults with the desktop page - such as slow page speed - could impact the overall performance of your AMP page positioning.
This question is going to become a bit more interesting as this rolls out to the 10 blue links. There are sites that are currently only available in AMP, such as the AMP Project website itself. But with Google now showing the AMP version in place of the mobile version, should site owners be concerned about having a mobile site?
Well, as of now, this is a Google AMP initiative. Other search engines haven't announced the use of AMP in their own search results. First you'll need to consider whether other search engines have issues with sites that are AMP-only - for reference, Bing has no problems indexing AMP-only sites.
Another consideration is that AMP pages are definitely more bare-bones than your typical mobile page. You need to look at it from a user-experience point of view. Are there elements on a page that will negatively impact your customer's experience if they're not displayed on AMP?
Also, look at it from a resource perspective. For sites that maintain a separate m.site already, maintaining three versions of the page could be impactful from a resource and work hours perspective. This won't be as much of a concern for those using responsive design, since changes made to desktop automatically get rolled out to the mobile version.
Just as many searchers gravitate towards search results that are tagged "mobile-friendly," it's very likely that some searchers, especially those on slower connections or those concerned about their data usage, will gravitate to those results that are in AMP format.
Also, because AMP pages tend to be less ad-heavy when compared to their mobile counterparts, some prefer AMP for this reason alone.
At Google I/O, Google revealed that it has more than 150 million AMP documents indexed in their search results. And those documents are coming from 650,000 domains.
Many new sites are getting on board with AMP daily, and many large sites have added AMP pages to their entire website.
Google is still rolling out AMP in the news carousel internationally. When AMP rolls out in the "ten blue links," it will be an international launch. So even if your country isn't currently showing AMP in the news section of the search results, AMP will show in the main search results when this goes live.
No, this isn't pushed live in the SERPs right now. Google has not said precisely when this will happen, other than they'll be making “this feature more broadly available later this year.”
Google notes that they've delayed this launch to allow sites time to implement Accelerated Mobile Pages before it goes live for all results. Because of AMP being so new and due to the learning curve involved, pre-announcing the change is particularly welcome in this case.
Ecommerce sites can effectively implement AMP, and many have successfully done so in preparation for the suspected launch. But with no specific timeline for when it's going live, there's a good chance this could go live in time for the upcoming holiday shopping season.
At the very least, ecommerce sites should make sure their content pages are AMP-ready. It doesn't seem as though the various shopping carts have made their software or plug-ins AMP-friendly yet. But I expect that, on the heels of Google's announcement, they're scrambling to make their carts (or at the very least the product pages created through the cart software) AMP-friendly.
Google is only showing this to searchers who search through the Google AMP Demo URL, which can be accessed at g.co/ampdemo.
The demo shows how Google currently plans to display AMP in the search results, although Google could change the appearance before the official launch goes live in the SERPs.
For those who have yet to set it up, Google does include information about AMP in their search analytics. You can drill down and see the specific keywords, positioning, clicks, and more just for AMP alone.
To find it, login to Search Console, click on Search Traffic, then Search Analytics. Underneath “Search Appearance” you can select “AMP.” Now you can drill down into AMP by pages, queries, etc. to learn more about how your AMP pages are seen and performing in search.
For those that are using a popular CMS such as WordPress or Joomla, there are already plug-ins to convert pages into AMP format. This makes it very easy for websites to make their websites AMP-enabled for searchers looking for AMP specifically.
You don't have to implement AMP across the entire site at once. You can choose to test it out on a few pages first, or convert sections at a time so the errors are less daunting. Those errors would also be cleaned up as you roll out the next section of the site to AMP.
It can take up to a week or so for AMPs to show up in Google Search Console, so it's important that you go back and check which AMP errors show up on your site. There are some common errors, usually related to markup used in themes or missing logos, but Google's help documents are fairly intuitive.
Google shows AMP errors on a per-page basis in their Google Search Console error reporting. And until these errors are fixed, those particular pages will not show AMP in the search results. The pages that are error-free will show. Site owners can correct the most widespread or significant errors first, then tackle the individual pages with errors.
AMP errors also show up on individual pages for specific elements on the page, such as where you might have embedded video or other elements that are not AMP-friendly.
You can find AMP errors, along with the number of indexed AMP pages, in the AMP section (within the Search Appearance section) of Google Search Console.
Google also has an AMP validator available.
For those site owners concerned about loss of revenue, there are ad networks that comply with the AMP standards and can be used on your AMP pages.
The AMP Project maintains an extensive list of supported ad networks, including the most popular ones (AdSense, DoubleClick, and OpenX).
One of the newer features that Google has added to AMP is the ability to include share buttons for various social media platforms. Some site owners were reluctant to lose the potential for shares, since many sites derive a significant portion of their traffic this way.
The
There's a great extension for Chrome that will show you if an AMP validates properly, as well as show you any webpage that has an AMP version available. This is pretty handy if you need to do competitive research and wish to learn more about the pages or types of pages that your competitors have AMP enabled for.
The lightning bolt will appear green for a page that is AMP, and it will show blue with a link to tell you that an AMP version of the page is available. Just click it to view the page as AMP instead.
This extension also enables you to view the page from a desktop computer. Right now, the Google AMP demo requires you to use it from a mobile device, which isn't ideal for those looking at AMP from a site-owner perspective.
Google also has an AMP support forum on the Google Webmaster Help forums for site owners running into any issues implementing AMP or getting it indexed properly. Multiple AMP experts regularly post in the forum answering questions and troubleshooting.
Suddenly find yourself having to get up to speed with AMP and don't know where to start? Here are some useful industry resources.
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Just two weeks ago, Taylor Swift was under fire on social media.
The events between Kim Kardashian, Kanye West and Swift unfolded quickly as Kim shared the conversation between Kanye and Taylor over the song "Famous." If you'll remember, in that song Kanye claimed to have made Tay famous and said they would probably still have sex. Afterwards, everyone from Brooklyn Beckham to Justin Bieber has picked a side in the feud.
After Swift last ended her role in the drama by posting a screenshot of a note detailing her thoughts on July 18, she stopped all social media activity.
SEE ALSO: RIP Taylor Swift mural popped up in Australia and people are actually leaving flowers Read more...
Posted by MiriamEllis
Researchers estimate that it's up to 25 times more expensive for a company to acquire a new customer than to keep an existing one, making ongoing investments in consumer satisfaction a priority. There's nothing more disheartening to a local business owner than receiving a very negative review - and given that as little as 13% of consumers will patronize a business with a 1- or 2-star rating, there may be nothing more important than the owner taking every possible step to resolve negative reviews with speed and skill.
Negative reviews don't write themselves. While looking at restaurant reviews recently, I came across an owner-consumer interaction that perfectly encapsulates the typical steps that take a transaction from bad to worse. It serves as a diagram of how these costly scenarios begin, proceed, and escalate, ultimately resulting in permanent damage to the company's reputation.
The blame isn't one-sided, and my goal here isn't to make the customer or the owner out to be "the villain." Rather, I'd like to point out key elements that actually worsen the situation, rather than improving it. Both owners and consumers sincerely want to feel satisfied, and the good news is that, in most cases, the only thing standing in the way of this is responsible communication.
Let's take a look!
Image courtesy of Blake Patterson on Flickr.
This story begins at a family-owned Philly Cheesesteak food truck that signed up to be a concession at a festival in the Southwest. One customer describes what happened on the day of the event this way, with my interpretation to the right:
 | Key to Review |
|---|---|
Grabbed "The Storm" (cheesesteak with green chiles) for $9 when they were parked outside the bike and brew festival. | Customer sets the scene for his story. |
The woman told us it would take 20 minutes, but when we arrived back it took at least an additional 15 minutes to get our food. I'm sorry, but 45 minutes wait for a sandwich simply isn't acceptable. The sandwich was super small for the price, I could've eaten 3 of these things easy and I'm not a big person. I expect more for a $9 sandwich | The legitimate complaint in wait time, improper expectations being set, food portions, and pricing. These are honest grievances. |
from a crappy concession trailer with zero overhead. | The revenge. Customer vents his disappointment with cutting, dismissive language. He insults the business. |
EDIT: Like several other Yelpers, I had originally rated them higher, but reduced my rating after I received a nasty email from the owner shaming me for my feedback. Seriously, that is how you treat customers after making them wait 45 minutes for a super overpriced sandwich? If you can't handle honest feedback, then you should probably find another line of work. Keep it classy, [name removed]. | The worst possible outcome: owner's response leads to consumer editing his original review to dock stars and complain of a second bad interaction with the business. The customer is permanently lost, and the world is informed. |
The customer's complaints are certainly understandable: he was honestly disappointed that it took so long for his food to be ready and then felt the portions were overpriced. It didn't help matters that the staff over-promised and under-delivered in estimating the wait time. Up until this point, the consumer is blameless. But then he makes two mistakes:
Regardless of the customer's tone, the owner's job is to be professional at all times. I've seen adept business owners handle even the rudest customers with a skill that leaves me in awe, but in this case, the owner of the food truck went down the worst possible road. Far from remedying the initial negative review, the owner's response brought the customer back with further negativity, including taking off stars. Here's how the owner responded (Eds. note: original spelling and grammar intact), with my interpretation on the right:
Owner's Response | Key to Owner's Response |
|---|---|
5/23/2016 I'd have to say, I'm shocked and appalled at this "customers" behavior. However, if you look at his profile...it is really not all that shocking. Many businesses have felt the wrath of this poor shmuck. And just so everything is clear and on the table...I'm copying and pasting our so called "nasty" email we sent him. You can be the judge: | Calling your customer names and trying to shame him is the worst possible way to begin an owner response. |
Hello, I am one of the owners of [business name removed]...along with my wife and father in-law. I just wanted to take a minute to help you understand the impact of your publicly posted criticisms. | The owner's job is to apologize, not to correct or instruct the customer. |
First, you should understand that we are an 8 by 16 truck that was inundated with 100's of orders all at once. Simply put, we did the best we could to get your sandwich out as fast as possible. With the space we have, grill size, etc...we can only do so much. | It is not the customer's job to be understanding about the business's limitations or problems. He expects to receive service. That is all. |
We tried to be as honest and as accurate as possible with regards to wait time. As for the quality, we certainly want our customers to enjoy our food. This is why we cook to order, and try to maintain a level of freshness that other trucks may not. Given that you didn't like it, we would have preferred to have a chance to make the situation whole. However, you clearly chose not to afford us that opportunity. | An explanation of the business's goal to provide quality product is good, but the real gem here is the owner's pain that the customer didn't complain in person. This is the owner's honest disappointment. |
In regards to "no overhead." Well, that's just so far from accurate it made our heads spin. Perhaps consider: food costs (certified angus beef is not cheap), labor for our employee, propane, the generator rental fee ($200), the city temp license fee, the fire inspection fee, fees to do the event itself, the gas to tow and run the gene, water....I could go on, but hopefully you get the point. | The customer may be ignorant of how the business operates, but this is not the time to explain its costs. You haven't yet earned the customer's friendship or empathy. He's going to walk for lack of an apology. |
Lastly, on a more personal level, you should understand that we worked two 14 hour days for this event. We have a 10 month old son that was at his grandparents, suffered from great separation anxiety, a cried himself to sleep both nights. We finished cleaning at 1 am this morning only to wake up no your negative review about our "crappy food truck." | This is completely over the top. Customers do not want to hear about crying babies. They are paying for service, not sob stories. At the same time, the owner admits he's stung by rude language. This is real. |
Overall, my ultimate goal with this note, is to help you better understand the impact of your words. And to understand that we are hard working people, who genuinely care about our business. When you are unhappy with a level of service, please, by all means, contact them privately and at least give them the opportunity to make the situation right. Criticizing them publicly gives them absolutely no chance to do that, creates a lasting stain on their hard work, and potentially takes food out of their children mouths. Had you contacted us, we would have offered you a free meal at our regular location or refunded your money. | The closing sums up how wrong and how right this owner's mindset is. He is totally wrong to believe the purpose of an owner response is to correct his customers. But, he's totally right that the lack of opportunity to respond well to an in-person complaint is a major pain point for his business, and millions of other businesses, too. |
Reading between the lines of the owner's response, a picture emerges of a business that underestimated how busy it would be at an event and did not have adequate cooking facilities or staff to fulfill orders within a normal timeframe. This was the initial mistake that set the stage for all that transpired. Unfortunately, the owner then worsened the scenario by making the following additional mistakes:
Perhaps the most powerful element of the owner response function is that it is not just for a single customer to read, but for all future customers to read. Respond well, and you may not only win a second chance with the customer, but also prove to all future potential customers that they will be treated with respect, empathy, and fairness by your company.
If the food truck owner were my client, this is a sample of how I would have helped him respond, with my key on the right:
Owner's Response | Key to Owner's Response |
|---|---|
Dear Jim, I hope you can find it in your heart to accept my apology for the poor experience you had on the day of the event. This was totally my fault. | Greet customer personally, if possible, and begin with a sincere apology. Take responsibility for your business, as its owner. |
I underestimated how swamped we would be and would have hired extra staff for the day if I'd realized 10,000 people were attending. This was our first time doing this event, and my failure to correctly predict the number of orders we'd be filling is what led to you waiting 45 minutes for your sandwich. | Where possible, explain how the mistake happened. Validate the customer's experience by expressing empathy for their situation. Be accountable for any errors. |
I wish you'd had the chance to talk to me about this in person at the time, but I realize it may have been too hectic to reach out to me that day. I would gladly have given you a full refund or a free cheesesteak to try to make up for the inconvenience. | Encourage all readers to believe that, if a problem occurs, you would love to have them speak directly to you or staff about it right at the time of service. Since the presence of the negative review means an in-person complaint likely never happened, offer an appropriate means of atonement and a guarantee of a better experience, if the customer will give you a second chance. |
Again, please accept my apology, Jim, and please give me a chance to make it right. Thank you, Bill Williams | Close with a repeated expression of your sincere regret, your offer to make things right, and an identification of yourself as the owner of the business. |
Contrast the owner's real response with this sample suggested response, and you are likely to come away with a completely different, more positive impression of the business. A few quick suggestions for coming across well:
Those are quick tips that should immediately help you to improve your reputation in the eyes of all who read your owner responses. Ready to dig deeper into developing a powerful, permanent mindset for all future tough transactions? Read on.
Every business encounters criticism. Meet this reality better prepared with these three tips:
When your spouse tells you're inattentive, when your friend points out that you chew with your mouth open, when your children berate you for not letting them adopt another dog, it's personal. It's your privilege to respond with tears, embarrassment, a lecture, or whatever you feel you need to express at that moment, reacting to personal criticism in your private life.
In business, it's different. In a civil society, and particularly in a business setting, it's simple reality that we tend to suppress strong reactions and strong words for the sake of professionalism.
If you feel the color rising to your face when a customer insinuates that you actually founded your whole company for the purpose of ripping him off for $9.99, try picturing in your mind the image of the most serene, inscrutable face of a statue you've ever seen. Perhaps it's the face of the Buddha, or a classical Greek god, or a Tlingit totem being. Imagine donning that mask, like a zone of safety, between the disgruntled customer's business complaint and your personal life. It's cooler behind the mask and you can respond to almost any commercial criticism, knowing your personal feelings are completely safe behind the barrier you've established.
Now that you've tried on the mask, and you've got your worries, your insecurities, loves, family, and everything else personal safely behind its barrier, see how much of yourself you feel safe putting outside the mask for the world to see.
Your life may feel too divided if your business and personal worlds are kept 100% separate, and you may not be able to pour the full passion of your heart and intellect into the business you are building if you have to be a statue at all times. Some customers may be so irrational in their expectations or conduct that the only way to manage them is with a marble coolness or a wooden face, but hopefully that will be the exception. For most customers, this technique will help you integrate your genuine human feelings into a situation in which distress is being expressed.
Picture a person you not only really love, but also of whom you feel protective. For just a moment, substitute that special person for the complaining customer. Imagine that it is your grandmother who had to wait in line for 45 minutes (she might have gotten heat stroke), or your nephew who was still hungry after being overcharged for lunch (he's had trouble getting up to a healthy weight), or your spouse who was treated rudely (how dare someone disrespect him/her), or your friend whose product broke after a week of use (she can't afford to replace it). Suddenly, that customer is transformed from an unknown complainer into an important person who deserves fair, empathetic treatment.
Integrate as much of the empathy you'd feel for a friend or relative as you can for the customer. The health of your local business, and your good feelings about the way you conduct it, depend upon turning as many unknown neighbors as you can into loyal customers and, hopefully, friends.
It may seem counterintuitive to want to receive as many complaints as possible, but when you consider that they are your best safeguard against the publication of negative reviews, making your business complaint-friendly is incredibly smart! Implement these tips:
Speaking of GetFiveStars, I highly recommend taking the time to read the series of articles they've been publishing regarding the subject of consumer complaints, including some really insightful surveys. My favorite tip from co-founder Mike Blumenthal is this one:
“Make a complainer feel like your most valued customer because, in some ways, they are.”
The art of customer service is one you'll be training yourself and your staff in for as long as you serve the public. Even if you've made every effort to catch complaints on the spot, no method is foolproof and every business is almost guaranteed to have to deal with a negative review here and there.
Some customers will not speak up for themselves, even when expressly invited to do so, because they are shy, dread confrontation, or are so accustomed to being treated poorly that they don't believe their voice will be genuinely heard. They may utilize online reviews as a substitute for having to "make a fuss" in person about their dissatisfaction.
Then there are those truly awful customers no business can avoid. They may have entitlement issues, unrealistic expectations, unpleasant personalities, or even have made it a life practice to throw tantrums in hopes of receiving free stuff. They may utilize online reviews as a place to spew rude language and invent false accusations because they have personal problems.
No business is immune to either type of customer, but if you plot out your company's reputation management course, you can weather most storms and end up looking like one smooth sailor! Your plan might look something like this timeline:
I continue to be amazed at how many negative reviews slip through and sit unanswered on major review platforms, raising doubts in potential customers' minds and giving a neglectful impression of the business.
With the right mindset that delineates comfortable boundaries between your personal and business worlds, cultivation of empathy, a clear plan, and concentrated devotion to staff training, no business need suffer dread of negative feedback, and can, in fact, view it as a powerful resource for making meaningful improvements pre-guaranteed to resolve existing issues. And when those negative reviews do squeak through your process, a beautiful, professional response can write a happy ending, just like this one:
*Review star screenshots used in this post from Yelp.
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Posted by ronell-smith
Topic Trends, the latest feature added to Moz Content, allows marketers to quickly access a snapshot of the most popular and the most relevant content in any vertical.
By accessing the content in the Content Search index, Topic Trends highlights the topics that were written about most frequently in the previous five days.
Since the presidential election is the hottest thing going at the moment, it's little surprise that election news is dominant:
Topic Trends displaying the most current, most popular topics
This feature is based on the Sharing Trends Graph, which highlights the number of articles matching your search in the Moz Content index, in addition to factoring in the median number of shares per article.
By typing "Featured Snippets" into the search field, for example, you get a two-line graph that's rich in details that can instantly inform your content strategy:
“We're using the graph as a rough indicator of audience interest in the topic,” says Jay Leary, Moz's senior product manager for Moz Content and one of the lead architects behind the product. “It's sort of like a Google Trends, but instead of searches for a topic, we're looking at the sharing of articles about the topic."
Below the graph you'll find a list of results along with their content metrics, including Reach, Links, Discovery Date and a host of other metrics, including those associated with social shares:
Ever since Matthew J. Brown announced the Beta version of Moz Content at MozCon 2015, we've been focused on designing, creating and delivering a tool that will make it easier for marketers to create the types of content that'll resonate with their audiences.
The Tracked Audits feature is ideal for brands who already have an audience, but if you're just getting started, the focus is usually on research. That's where Content Search comes in.
The Tracked Audits feature, for example, provides marketers with all of the information a normal content audit would, but has the added dimension of an extended and customizable timeline.
Instead of spending hours manually (which I've done numerous times; it's no fun) you can simply have updates emailed to you detailing everything you need to know to track content performance.
Also, thanks to Content Search, you can find the most popular pieces of content from across the web via a simple topic search:
Results returned for the query "content marketing"
Not only will this allow you to be better informed about the content types and content topics you should create, but it also alerts you to who your main competitors are for content you desire to create, as well.
If you haven't tried Moz Content yet, now is as good a time as any to give it a whirl: https://moz.com/content
If you've already been using the product, try out the newest feature and let us know what you think.
Either way, we'd love to hear from users of the product. We're always looking for ways to improve it and welcome your input.
Feel free to share your thoughts in the comments below.
Sign up for The Moz Top 10, a semimonthly mailer updating you on the top ten hottest pieces of SEO news, tips, and rad links uncovered by the Moz team. Think of it as your exclusive digest of stuff you don't have time to hunt down but want to read!
Nuanced debate? Scientific discussion? Yawn.
FrackFeed, a pro-fracking website from industry groups and oil and gas companies, is targeting millennials in their native tongues: Memes, quizzes and listicles.
Rihanna, Ron Burgundy, bloated toads and angry groundhogs serve as the backdrop for snarky messages extolling the virtues of hydraulic fracturing for oil and natural gas - without few other details to distract you from kitty gifs.
The website is part of a bigger campaign by North Texans for Natural Gas, an advocacy group that is seeking to drown out the “small but vocal opposition that uses the internet to spread fear and bad information,” according to its website. Read more...
More about Gifs, Memes, Natural Gas, Hydraulic Fracturing, and Fracking 
Social media may connect and empower a teenager, but it can also become a permanent record of a young person's disgraceful behavior.
Karlie Hay, the newly crowned Miss Teen USA, learned this lesson the hard way. Soon after Hay claimed her mantle on Saturday, it became apparent that the 18-year-old Texan used a racial slur on Twitter four times in 2013 and 2014.
Hay, who is white, vaguely addressed the matter on Twitter and Instagram, noting that "personal struggles" led to the use of language she wasn't proud of and couldn't excuse. The old tweets, however, haven't cost Hay her crown. Read more...
More about Social Media Etiquette, Social Media, Twitter, Miss Teen Usa, and Conversations 
