Business as Unusual: How to Communicate Your New and Updated Services with Google My Business

Posted by ktaing

Since the COVID-19 pandemic hit in early 2020, business owners have had to move quickly to make drastic changes in their services to meet searchers’ new needs in a continuously unpredictable landscape.

While “Near me” searches saw a slight drop in early 2020, since then, have maintained a steady increase, further solidifying the need for brands and businesses of all sizes to be present and discoverable online.

During the pandemic, almost a third of shoppers have purchased from a brand that’s new to them. In this article, we’ll explore tactics for surfacing your new or updated services digitally to guide and convert these new searchers during their decision-making process.

What types of questions are searchers asking?

How can I do business with you?

When thinking about your Google My Business profile and adjustments to your information, the most important element is informing searchers how they can do business with you.

You’ll want to ensure all of your core location data is updated. This includes marking whether or not you’re temporarily closed. If you’re open, you should have the most accurate operating hours published.

Furthermore, you should make it as easy as possible for searchers to get in contact with you if they have any questions. This includes making sure your phone number is accurate, monitoring your Q&A section on Google My Business, and enabling messaging if you have the staff to respond. These are all methods that make customers feel connected to you, which will encourage them to convert and purchase from you.

What type of safety precautions are you taking with your customers and staff?

The health and safety of customers and employees is top of mind for all searchers. As a business, this information should be front and center so potential customers can understand how important this is to your organization.

It should be incredibly clear to anyone looking to engage with your business what types of safety precautions and protocols you’re following, and how this could impact their trip to your business or the delivery of your services. These should include things like social distancing measures which may result in long lines, mask requirements, etc. Surfacing this information as early as possible makes the decision to do business with you that much easier.

What types of services are you offering, and are these different than normal?

Businesses and consumers have had to adjust to so many new normals. In order to capture new customers and grow the evangelism of existing ones, remove as much friction as possible by communicating changes up front.

If you’ve made changes to services or products that users have come to rely on you for, make it clear what has changed and how. This is especially true for essential businesses that are growing particularly busy and facing supply chain shortages.

What can all businesses do to communicate updates about new and changing services on Google My Business?

1. Update your attributes

Google has rolled out dozens of highly visible attributes and will continue to introduce new ones. This includes details like whether you offer in-person or online service and appointments, delivery and pick up, and safety measures for in-person shopping. Keep an eye on these and make sure all relevant attributes are applied to your business.

2. Publish services and products

If you have these available for your category, they are a great way to introduce new services and products or highlight your most popular ones.

3. Add Google Posts

Now that Google has temporarily lifted the limit on API access for chains, businesses of all sizes should be leveraging posts. Posts allow you to share timely and relevant updates spanning temporary closures, product and service updates, promotions, and gift card options.

4. Update your images

If your product, service, or location looks different to returning customers, this can cause confusion or disappointment. Don’t underestimate the power of updated imagery on your Google My Business profile. Most smartphones have a high enough quality camera that even snapping a few pictures each week and uploading these will be enough.

5. Publish additional hours

Publishing additional hours sets helps to surface the supplemental offerings you have. These include senior hours, online operating hours, drive through hours, pickup hours, and more.

Industry-specific considerations

Healthcare

One of the most impacted industries, especially from a digital perspective, has been healthcare. Both sick and healthy patients have been forced to rethink how they can access their healthcare needs.

Healthcare organizations are making adjustments to serve existing and new patients. There’s been a large shift to offer telehealth appointments in lieu of in-person for a number of specialties from internal medicine to therapy. Governmental agencies also reported increases in telehealth visits, with a 154% increase in the last week of March 2020 alone.

Based on this data, in early April, Google rolled out a telehealth link for healthcare categories. This enabled healthcare organizations and providers to surface and convert patients with non-emergency needs who are cautious of visiting an office in-person.

Just as critical as launching telehealth support was the introduction of the coronavirus testing facility information on maps and search. Google My Business partnered with a number of third party health and governmental sources, as well as with Castlight to ingest data for new testing sites. The roll out of COVID-19 testing information was a phased approach and has evolved over the last few months. For healthcare organizations offering COVID-19 testing, this is the most relevant and critical service you can add to your Google My Business listing.

Retail

For retail businesses, one of the biggest challenges faced over the last few months has likely been inventory fluctuations and ordering methods. This is why businesses of all sizes have been integrating product shopping features and live inventory on their listings. Google even rolled out free product listings in the U.S. to support businesses.

Once retailers have made it easy to see what products are in stock, they’ve had to adjust to support different methods of ordering and pickup. This includes enabling “buy online, pick up in-store”, curbside pickup, and contactless delivery. Google has rolled out attributes to highlight each of these, so businesses should ensure each location’s offerings are reflected.

Financial services

Banks and businesses within the financial service industry have more limited options due to regulations and the nature of their business. In addition to the safety measures they’re taking at their local branches, banking customers have been relying on drive-up support and virtual banking services. By leveraging drive-through and online appointment attributes, as well as by highlighting unique drive-through hours, financial service providers can better help customers understand the ways they can complete their banking.

Restaurants

Restaurants have had to deal with continual and fluctuating mandates that dictate restrictions on how and when they can open. Depending on where the restaurants are located and the guidelines of the area, they have to communicate whether they offer delivery, takeout, and/or dine-in, and what that looks like. Some dine-in has been restricted to outdoor dining only, while others have been restricted to smaller capacities to allow for social distancing.

There are a number of Google My Business features that you can utilize in order to let customers know what dining features you have available. Restaurants should make sure to keep their dine-in, delivery, and take-out attributes updated. Utilizing posts to describe dining accommodations such as outdoor-only or limited indoor capacity can also be helpful for customers. If you’re offering delivery, online orders, or reservations, make sure you’ve reviewed the Online Ordering feature that activates the blue action buttons on your Knowledge Panel.

Conclusion

Businesses of all sizes and industries have made it easier for consumers to engage with them as this pandemic continues to drive changes in everyday life. Follow these tips to make sure your updates are discoverable on your Google My Business profile, where the majority of “near me” searches are happening.

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The New Best Practices for Native Advertising on Editorial Sites

Posted by MeganRoseM

Digital advertising is different nowadays.

How and when we interact with ads online drastically changed in March when COVID-19 ushered in a new era of rolling global lockdowns, not to mention lifestyle changes that none of us could predict.

And for native advertising in particular, ad performance has always relied on the nature of consumer behavior on the sites where they appear. Because they fit the form and function of their sites, their best practices are directly dictated by how we interact with the organic content that surrounds them.

On editorial sites (think news, niche blogs and online magazines), consumer behavior has shifted quite a bit.

People started interacting with content from different devices, at different times, and reacting to different types of campaign creatives. All of this resulted in a new set of best practices for marketers to follow when it comes to running effective native ads.

We’ll walk you through those new best practices and answer the following:

• How have native ads been impacted by COVID-19?
• How has consumer interaction with native ads changed?
• What campaign messaging is the most effective?
• What KPIs are other advertisers in your vertical targeting?
• What creative strategies perform best?

COVID-19's impact on news sites and native ads

There was a whole lot of uncertainty this past March, and as a result, many companies pumped the advertising breaks. Despite the slowdown, the industry will spend more on native ads in 2020 than they did in 2019, but at a much smaller growth rate.

According to eMarketer, $47.33 billion will be spent on native ads in 2020 — a 4.8% growth spurt. They expect native ad spend to grow by 21% as digital ad spend recovers next year.

The ads that did run, though, saw a lot of attention. The coronavirus news cycle brought a boom of interest to editorial sites across the web from March to April.

Nieman Lab reported that articles about the pandemic increased overall traffic to 350% week over week, totalling 980 million views.

When the dust settled, it was clear consumer priorities had shifted, and where and when they were spending time on editorial sites did, too.

Where and when consumers interact with native ads

Editorial sites have the potential to serve native ads in a lot of different places. They can appear as promoted articles on a homepage or category page, as native display ads in the middle of an article, and at the bottom of the article, to name a few examples.

We partnered with Nielsen using BrainVu, a cloud-based neurocognition technology, to measure consumer reactions to ads on the page, meaning we physically measured people's brain waves as they interacted with ads on editorial sites.

Immersive AI and virtual reality technology (think headgear with a ton of wires attached) measured when and where they were paying the most attention and had the highest emotional response.

We found that consumers were paying 20% more attention to ads at the bottom of the article and had a 17% higher emotional response than anywhere else on the page.

Plus, research participants displayed an 8% lower cognitive load at the end of an article. Basically, they had more “brain space”, or memory resources, to pay attention to new content or ads.

A follow-up study from Nielsen revealed that these moments occurred most often as we were on our way to bed or just waking up, taking a work break, or using the restroom. Lunch breaks, lines, and commutes had been deprioritized.

When we're in those moments of next, primed and ready to discover content or advertising from brands, what are the topics engaged with the most?

We've seen three major shifts in consumer interest that should shape the messaging for your next native advertising campaigns.

Campaign messaging people engage with the most

The news topics gaining the most attention on editorial sites have changed, which should signal to marketers a need for a shift in native ad messaging.

Long-term trends in news are a reflection of consumers most relevant and immediate concerns. Aligning your campaign messaging with these long-term trends will improve your native ad performance.

So, what are those long-term trends?

First off, content related to the coronavirus and political climate has all but eclipsed consumer attention on editorial sites.

Underneath those high-level basic interests, we've identified four trending topics that have emerged since the coronavirus was declared a pandemic, and with which we're seeing a lot of engagement:

• Investing: The combination of coronavirus and the 2020 election has resulted in some ups and downs in the stock market, and everyone wants to jump on the bandwagon. (Nerdwallet pushed a partnership with Fundrise just in time for the trend).
• Food: Quarantine baking has resulted in a burst of attention to the food category, specifically for topics related to desserts and baking. (Just Egg leaned into marketing as a faux egg alternative when quarantine baking took off.)
• Racism: George Floyd's murder and the Black Lives Matter movement have sparked a recent increase in engagement with topics related to racism and equality. (Mint promoted a webinar and video series on how to close the racial wage gap.)
• Work: How and when we're getting back to work is on our minds. (Nestlé released a series of content, including this article, about how parents were handling working from home.)

Here's how interest in these content topics have broken down over the past six months, measured in pageviews:

While specific news stories have created spikes of pageviews for content related to these topics, interest has stayed steady for all four since April.

How coronavirus influenced native advertising KPIs

Native advertising KPIs shifted after COVID-19 was declared a global pandemic.

To illustrate this change, we took a look at the total advertiser spend on our network across each vertical, and broke it down by three high-level KPIs: brand awareness, lead generation, and purchases.

If the percentage of spend allocated to one of those KPIs changed more than 5% after March or April, we included it here.

Brand Awareness

Brand awareness includes campaigns optimized for KPIs like impressions, clicks, and pageviews.

For the fashion and technology verticals, brand awareness became a much higher priority after March 8th.

Lead generation

Lead generation includes KPIs like form fills, engagement on the page, or newsletter subscriptions.

Both the entertainment and auto industries prioritized lead generation just after the pandemic was declared.

They eventually focused more on brand awareness by April, when a need for education and finance products took their place.

As consumers looked to support schooling at home, and make sure their finances were in order, education and finance brands started to prioritize lead generation over other KPIs.

Purchase

Purchase KPIs include cart checkouts, contacting a sales representative, or any digital step in the funnel that results in a sale.

Directly after the pandemic hit, healthcare and home good brands prioritized purchase KPIs as consumers looked to stay healthy and improve their inside spaces. Healthcare has continued to prioritize purchase KPIs since the pandemic was announced.

Moving into April, more and more education marketers also prioritized purchase KPIs to support homeschooling and professional development needs. Beauty advertisers also filled a need left by closing salons across the globe.

Fashion marketers started prioritizing purchase KPIs again through April as it became clear how consumer priorities had shifted.

Creative best practices since coronavirus

When pen meets paper (figuratively speaking) and it's time to build your campaign creatives, you'll want to be sure to include creative elements that consumers find engaging.

Below you’ll find insights for native ads that are either driven by sponsored content (think articles, e-books, photo galleries, and videos on the landing page) and video (think video creatives where a click isn't necessarily the goal).

Sponsored content

These ads are made up of a headline and photo to entice consumers to click and learn more about what you have to offer. Both require a bit of attention to make sure your ad performs as best as it can.

We're seeing increases in click-through-rates (CTRs) for the following photo elements:

Photos without text

Photography over illustrations

People over landscapes

Colors over black and white​

Close-ups over photos at a distance

We recommend A/B testing photos with one or two of these elements to see what works best for your campaign.

Keywords

After your photo catches your eye, your headline has to convince people to click and keep reading. We've seen certain keywords give advertisers a better chance at a user clicking through to their landing page.

Over the past month, the following keywords have had a positive impact on CTRs:

These keywords used to have a positive impact on CTR, but are now used in many different ad campaigns, meaning you'll likely have to bid higher in order to get in front of consumers.

Finally, these keywords haven't quite made it into the 'strong engagement' bucket, but have had a positive CTR impact for a smaller selection of advertiser campaigns and might be worth testing if relevant to your brand.

Video campaigns

When producing video assets, there are specific action types and characteristics to include to make an impact on completion rate and viewability.

High completion rate

Consider showing scenes with swimming, air travel, stretching, and other high-movement related action types to encourage people to watch your video ad all the way to the end.

In addition, video characteristics like winter scenes, men, videos without people, and food are also showing a positive impact on completion rates.

High viewability

When it comes to catching someone's eye, actions like eating, climbing, and stretching seem to be the most effective.

Male actors, videos that aren't illustrated, colors, and food are also great characteristics to include to make sure your video isn't missed.

Main takeaways

​The native advertising landscape has changed since March and the declaration of a global pandemic. Ad spend changed in response to consumer behavior, and we walked away with a new set of best practices to use as a basis for our native advertising campaigns.

When you're building your next native advertising campaign, ask yourself:

• Can I incorporate a messaging angle related to investing, food, racial justice or work?
• Are other advertisers seeing success with my desired KPI in my vertical?
• Have I considered testing native ad placements at the bottom of the page where people are most likely to be engaged?
• Am I following creative best practices like including colorful, close-up images of people?

You should always A/B test—best practices should always be taken with a grain of salt. Using these best practices as a basis for testing your native advertising campaigns moving forward will make your optimization process a bit easier, and ultimately lead to better performance marketing.

You can stay up to date on the latest content topics and creative trends at Taboola Trends.

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6 Ways to Build Brand Authority With Content Marketing

Posted by amandamilligan

Becoming an authoritative brand is no easy feat, but the massive benefits are worth the effort.

When you’ve built authority, potential customers and clients begin to count on you and trust you — and it’s hard to imagine that trust not leading to a sale (at some point).

But how exactly can a brand begin to build, or build upon, their authority? Content is an excellent way, and in this article, I’ll go through my tips on how it can be done.

1. Answer your audience’s questions

If you’re not doing this, there’s virtually no way you’ll become an authority. People grow to rely on brands when those brands provide the information they’re looking for, so if your content marketing doesn’t incorporate those answers, you’re not demonstrating to your audience why they should trust you.

By building on-site content that provides this kind of value, you can build authority while simultaneously building more awareness for your brand. In other words, you can position yourself as an expert for those who don’t already know you.

Search is a huge component of why this content tactic works. Google does a significant amount of curation for users, choosing what it thinks is the most appropriate results for a particular query. When users see that you’re ranking at the top for a certain keyword or topic, there’s an assumption you made it through the algorithm for good reason and know what you’re talking about.

As an example, I searched “shoe size chart,” which, according to Keyword Surfer, gets 49,500 monthly searches in the U.S. alone. Here’s one of the top results from Famous Footwear:

Presumably, people are searching for this because they want to buy shoes, but they’re not sure what size to get. If they click this result, not only are they now on the website, but they recognize that this brand provided the answer they were looking for. Perhaps they’ll even browse for shoes while they’re on the site.

How to execute this strategy: Find out what your target audience is curious about by talking to your customer service representatives, performing keyword research, and using tools like Answer the Public and BuzzSumo’s Discover Questions feature. Then see what content already exists and if you can do better. If you can, get to creating!

2. Create newsworthy reports and studies

One of the best ways to demonstrate your authority is to show your continued interest in unearthing new information and insights. You can do this by prioritizing original research.

When you create your own studies, surveys, and reports (aka perform data journalism) based on new data or unveiling new insights, you not only provide value to readers, but also have something you can pitch to the media.

This gives you double benefit: Getting media coverage (and building even more brand authority) and earning high-quality backlinks, which signals to Google that you’re an authority.

We’ve used this strategy for our clients since Fractl first started up in 2012, and we’re convinced it’s one of the best brand authority strategies.

Let’s look at a study we did for The Interview Guys, as an example, which involved analyzing the U.S. Bureau of Labor Statistics’ Occupational Requirements Survey to identify the highest-paying jobs that require the least amount of experience. Here’s one of the graphics from the report:

The study got media coverage on CNBC, Reader’s Digest, MarketWatch and more, earning extremely high-value dofollow links. But take a look at how The Interview Guys are mentioned in the articles:

By supplying new insights, The Interview Guys are positioned by the writers as the source of the information, which is an extremely authoritative way to be referenced.

How to execute this strategy: After doing the first tip and analyzing questions, zoom out a bit and consider what general questions in your industry still need answers. How can you answer them with data? Once you’ve created a report that reveals new information, utilize digital PR to pitch writers.

3. Utilize the authority of in-house experts

Some brands are built entirely around a particular persona, like Steve Jobs with Apple, but those examples can intimidate people. Smaller companies and newer companies alike can benefit from a similar strategy if they have subject matter experts (or SMEs) who can show their authority.

A great example of this is Headspace and how it features its founder, Andy Puddicombe. There’s a page all about him on their website where they explain his credentials but also provide what are called authority signals (which I’ll explain more in the next section) and embed his Ted Talk, so you can see for yourself what he knows.

Why is this smart? Headspace probably realized that as the literal voice behind Headspace (Andy does much of the meditation audio himself), Andy started building trust with audiences. It makes sense to double-down on that trust by helping people get to know who he is, and by having him explain even more concepts directly through Radio Headspace and their YouTube channel. After all, if people trust Andy, they’re more likely to trust the Headspace app.

How to execute this strategy: If your internal experts have never shared anything with the public, see if they’re comfortable contributing blog posts or quotes to your website. Pitch them to be on podcasts, or use Help a Reporter Out (HARO) to pitch them as sources for relevant news articles. Help them demonstrate their knowledge in ways that are useful to audiences.

4. Highlight reviews, case studies, and other proof of expertise

There are dozens of types of authority signals, from testimonials to reviews to social media share counts. The key is identifying which ones make sense to highlight for your products or services, and figuring out the best placement for them.

Your goal is to show people you know what you’re talking about by leveraging third-party validation. Your audience doesn’t just have to take your word for it that you know what you’re doing — other people can confirm that you’re great, too!

I like how SquadCast tackles this. On their homepage they have a few authority signals they provide, including testimonials that match with each user persona, which I think is really smart.

Then when you scroll further, they throw in the fact that household names like Spotify, Microsoft, Starbucks, and ESPN trust them.

If you look at the Fractl site, you’ll see we use a similar strategy. Not only do we have case studies showcasing the results we’ve gotten for clients, but we also have logos showing some of the clients we’ve worked with and the publications where our thought leadership appears.

All of this content says to a site visitor: “Others trust us, and you should too.”

How to execute this strategy: If you don’t already have this type of content, ask yourself how you can best collect it. Reach out to your best clients and ask them for a quote. Pull the best reviews you’ve ever gotten for your products. Call out any media mentions you’ve received. Then put this information on your homepage, but also on conversion pages to instill confidence when and where it counts.

5. Associate with other authoritative brands

You know the phrase, “Show me who your friends are, and I’ll tell you who you are?” That can apply in marketing, too.

If you align with other brands you respect and that are doing right by their customers/users, it’s possible some of that same trust will transfer to you if that company’s respect is reciprocated. Additionally, if you collaborate, you’re getting your brand name in front of a new audience.

So, think about which brands it makes sense to collaborate with. There are ways to do this outside of content marketing, like referral programs, but there are content-specific ways to work together, too.

This is an amazing example from Auntie Anne’s and Samuel Adams, who teamed up to create an at-home Oktoberfest kit, complete with Samuel Adams Octoberfest beer, Auntie Anne's DIY Pretzel Kit, recipe book, a "Prost from Home" playlist you can stream, and more.

This isn’t purely a content strategy, but you can see the overlap between product and building more of an experience. People who love and count on Auntie Anne’s pretzels are exposed to Samuel Adams and vice versa. Through a collaboration like this, fans of one have the potential to become fans of the other, as you can see in this review:

This is a more fun example, but you can also execute a collaboration based on studies and surveys by partnering with organizations interested in answering the same questions or solving the same problems as your brand.

How to execute this strategy: Brainstorm which brands you may have a natural alignment in objectives or values with. How can you work together to provide something of value to both of your audiences?

6. Give away some of your secrets

This can be scary for a lot of marketers and especially for the C-suite. Why should you give away what makes you great?

It’s a valid question, and it won’t always apply. But in some cases, especially for service-based businesses, sharing information and breaking down exactly how you achieve that greatness can actually build trust.

Marcus Sheridan has a wonderful example of this. When my colleague attended Inbound last year, she was impressed by Marcus’s presentation in which he described a single blog post that earned him $2 million in sales. (Heidi Cohen has a great write up about it.)

Why did it work? Because he shared information no one else wanted to share: the actual cost of a fiberglass pool. Rather than hiding the information and revealing it later in the sales process, he was forthright and answered the question people wanted the answer to. Clearly this strategy paid off.

We use the same philosophy at Fractl, explaining exactly how we go about doing our work and building our clients links and brand awareness. There are process details we haven’t disclosed, but all and all, we’ve been very transparent about how we operate, and it’s worked well for us.

In fact, people still recall an Experts on the Wire podcast interview with Kerry Jones, our previous marketing director, in which she walked through our strategies. I’ve had marketing folks tell me that this is how they heard about Fractl in the first place. Years later, it’s still featured on the podcast’s main page:

People appreciate when you’re open and honest. In our case, even if people knew our strategy, clients often partner with us because they don’t have the bandwidth to execute the strategy at scale, as it requires a lot of time and resources. So by knowing how we work, they can trust us to handle it for them.

How to execute this strategy: Consider what information you have that you can share, even if (sometimes especially if) your competitors haven’t shared it. You can leave a big impression of you’re open about your industry in a way others aren’t. Of course, don’t do something that will jeopardize your company, but consider the question and see what might make sense.

Conclusion

The very act of investing in content marketing is a big step in building more brand authority. By creating content that’s beneficial for your audience, you’re demonstrating your own knowledge and utilizing your expertise.

By continuing to build on your strategy with the above tactics, you can greatly improve the chances your audience will not only remember your brand, but begin to trust your brand. Additionally, it’s likely the Google algorithm will recognize your authority, as well, especially after building an impressive link portfolio, and your results will rise in the SERP ranks.

Good luck amplifying your strategy, and don’t hesitate to reach out if you have any questions!

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How Do Sessions Work in Google Analytics? — Best of Whiteboard Friday

Posted by Tom.Capper

Google Analytics data is used to support tons of important work, ranging from our everyday marketing reporting, all the way to investment decisions. To that end, it's integral that we're aware of just how that data works. In this Best of Whiteboard Friday edition, Tom Capper explains how the sessions metric in Google Analytics works, several ways that it can have unexpected results, and as a bonus, how sessions affect the time on page metric (and why you should rethink using time on page for reporting).

Editor’s note: Tom Capper is now an independent SEO consultant. This video is from 2018, but the same principles hold up today. There is only one minor caveat: the words "user" and "browser" are used interchangeably early in the video, which still hold mostly true. Google is trying to further push multi-device users as a concept with Google Analytics 4, but still relies on users being logged in, as well as extra tracking setup. For most sites most of the time, neither of these conditions hold.

Click on the whiteboard image above to open a high-resolution version in a new tab!

Video Transcription

Hello, Moz fans, and welcome to another edition of Whiteboard Friday. I am Tom Capper. I am a consultant at Distilled, and today I'm going to be talking to you about how sessions work in Google Analytics. Obviously, all of us use Google Analytics. Pretty much all of us use Google Analytics in our day-to-day work.

Data from the platform is used these days in everything from investment decisions to press reporting to the actual marketing that we use it for. So it's important to understand the basic building blocks of these platforms. Up here I've got the absolute basics. So in the blue squares I've got hits being sent to Google Analytics.

So when you first put Google Analytics on your site, you get that bit of tracking code, you put it on every page, and what that means is when someone loads the page, it sends a page view. So those are the ones I've marked P. So we've got page view and page view and so on as you're going around the site. I've also got events with an E and transactions with a T. Those are two other hit types that you might have added.

The job of Google Analytics is to take all this hit data that you're sending it and try and bring it together into something that actually makes sense as sessions. So they're grouped into sessions that I've put in black, and then if you have multiple sessions from the same browser, then that would be a user that I've marked in pink. The issue here is it's kind of arbitrary how you divide these up.

These eight hits could be one long session. They could be eight tiny ones or anything in between. So I want to talk today about the different ways that Google Analytics will actually split up those hit types into sessions. So over here I've got some examples I'm going to go through. But first I'm going to go through a real-world example of a brick-and-mortar store, because I think that's what they're trying to emulate, and it kind of makes more sense with that context.

Brick-and-mortar example

So in this example, say a supermarket, we enter by a passing trade. That's going to be our source. Then we've got an entrance is in the lobby of the supermarket when we walk in. We got passed from there to the beer aisle to the cashier, or at least I do. So that's one big, long session with the source passing trade. That makes sense.

In the case of a brick-and-mortar store, it's not to difficult to divide that up and try and decide how many sessions are going on here. There's not really any ambiguity. In the case of websites, when you have people leaving their keyboard for a while or leaving the computer on while they go on holiday or just having the same computer over a period of time, it becomes harder to divide things up, because you don't know when people are actually coming and going.

So what they've tried to do is in the very basic case something quite similar: arrive by Google, category page, product page, checkout. Great. We've got one long session, and the source is Google. Okay, so what are the different ways that that might go wrong or that that might get divided up?

Several things that can change the meaning of a session

1. Time zone

The first and possibly most annoying one, although it doesn't tend to be a huge issue for some sites, is whatever time zone you've set in your Google Analytics settings, the midnight in that time zone can break up a session. So say we've got midnight here. This is 12:00 at night, and we happen to be browsing. We're doing some shopping quite late.

Because Google Analytics won't allow a session to have two dates, this is going to be one session with the source Google, and this is going to be one session and the source will be this page. So this is a self-referral unless you've chosen to exclude that in your settings. So not necessarily hugely helpful.

2. Half-hour cutoff for "coffee breaks"

Another thing that can happen is you might go and make a cup of coffee. So ideally if you went and had a cup of coffee while in you're in Tesco or a supermarket that's popular in whatever country you're from, you might want to consider that one long session. Google has made the executive decision that we're actually going to have a cutoff of half an hour by default.

If you leave for half an hour, then again you've got two sessions. One, the category page is the landing page and the source of Google, and one in this case where the blog is the landing page, and this would be another self-referral, because when you come back after your coffee break, you're going to click through from here to here. This time period, the 30 minutes, that is actually adjustable in your settings, but most people do just leave it as it is, and there isn't really an obvious number that would make this always correct either. It's kind of, like I said earlier, an arbitrary distinction.

3. Leaving the site and coming back

The next issue I want to talk about is if you leave the site and come back. So obviously it makes sense that if you enter the site from Google, browse for a bit, and then enter again from Bing, you might want to count that as two different sessions with two different sources. However, where this gets a little murky is with things like external payment providers.

If you had to click through from the category page to PayPal to the checkout, then unless PayPal is excluded from your referral list, then this would be one session, entrance from Google, one session, entrance from checkout. The last issue I want to talk about is not necessarily a way that sessions are divided, but a quirk of how they are.

4. Return direct sessions

If you were to enter by Google to the category page, go on holiday and then use a bookmark or something or just type in the URL to come back, then obviously this is going to be two different sessions. You would hope that it would be one session from Google and one session from direct. That would make sense, right?

But instead, what actually happens is that, because Google and most Google Analytics and most of its reports uses last non-direct click, we pass through that source all the way over here, so you've got two sessions from Google. Again, you can change this timeout period. So that's some ways that sessions work that you might not expect.

As a bonus, I want to give you some extra information about how this affects a certain metric, mainly because I want to persuade you to stop using it, and that metric is time on page.

Bonus: Three scenarios where this affects time on page

So I've got three different scenarios here that I want to talk you through, and we'll see how the time on page metric works out.

I want you to bear in mind that, basically, because Google Analytics really has very little data to work with typically, they only know that you've landed on a page, and that sent a page view and then potentially nothing else. If you were to have a single page visit to a site, or a bounce in other words, then they don't know whether you were on that page for 10 seconds or the rest of your life.

They've got no further data to work with. So what they do is they say, "Okay, we're not going to include that in our average time on page metrics." So we've got the formula of time divided by views minus exits. However, this fudge has some really unfortunate consequences. So let's talk through these scenarios.

Example 1: Intuitive time on page = actual time on page

In the first scenario, I arrive on the page. It sends a page view. Great. Ten seconds later I trigger some kind of event that the site has added. Twenty seconds later I click through to the next page on the site. In this case, everything is working as intended in a sense, because there's a next page on the site, so Google Analytics has that extra data of another page view 20 seconds after the first one. So they know that I was on here for 20 seconds.

In this case, the intuitive time on page is 20 seconds, and the actual time on page is also 20 seconds. Great.

Example 2: Intuitive time on page is higher than measured time on page

However, let's think about this next example. We've got a page view, event 10 seconds later, except this time instead of clicking somewhere else on the site, I'm going to just leave altogether. So there's no data available, but Google Analytics knows we're here for 10 seconds.

So the intuitive time on page here is still 20 seconds. That's how long I actually spent looking at the page. But the measured time or the reported time is going to be 10 seconds.

Example 3: Measured time on page is zero

The last example, I browse for 20 seconds. I leave. I haven't triggered an event. So we've got an intuitive time on page of 20 seconds and an actual time on page or a measured time on page of 0.

The interesting bit is when we then come to calculate the average time on page for this page that appeared here, here, and here, you would initially hope it would be 20 seconds, because that's how long we actually spent. But your next guess, when you look at the reported or the available data that Google Analytics has in terms of how long we're on these pages, the average of these three numbers would be 10 seconds.

So that would make some sense. What they actually do, because of this formula, is they end up with 30 seconds. So you've got the total time here, which is 30, divided by the number of views, we've got 3 views, minus 2 exits. Thirty divided 3 minus 2, 30 divided by 1, so we've got 30 seconds as the average across these 3 sessions.

Well, the average across these three page views, sorry, for the amount of time we're spending, and that is longer than any of them, and it doesn't make any sense with the constituent data. So that's just one final tip to please not use average time on page as a reporting metric.

I hope that's all been useful to you. I'd love to hear what you think in the comments below. Thanks.

Video transcription by Speechpad.com

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