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Online Reputation Management
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Online Reputation Management

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Online reputation management, advanced social media session presented at Digital Summit 2013. Geared to marketers to move beyond the basics of social, digital monitoring and elevate the ability to ...

Online reputation management, advanced social media session presented at Digital Summit 2013. Geared to marketers to move beyond the basics of social, digital monitoring and elevate the ability to build and enhance an online reputation - and understand how social snafus can happen to us all.

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  • Full Name Full Name Comment goes here.
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  • good presentation
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  • please send me the file in sh_nibedita @yahoo.com.

    Thank you.
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  • paul - thanks for sharing. good to know folks are out there to help (see #10 in the ist).

    vivecka - thanks for the note.
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  • This is the place to turn for any online reputation management services: www.veribo.com (note: this is a shameless plug, yes, i do work at Veribo, but we do get the desired results for our clients so why not mention it)
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  • good one
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Online Reputation Management Online Reputation Management Presentation Transcript

  • @cloudspark#dsum13
  • In our quest to stand out, becreative, gain attention andbe responsive – well, dumbthings happen.
  • @cloudspark #dsum13EXHIBIT A – THE BAD IDEA View slide
  • @cloudspark #dsum13EXHIBIT B – THE BAD RESPONSE View slide
  • @cloudspark #dsum13EXHIBIT C – THE HACKED ACCOUNT
  • @cloudspark #dsum13EXHIBIT D – THE WRONG ACCOUNT
  • @cloudspark #dsum13EXHIBIT E – THE NON-RESPONSE
  • @cloudspark #dsum13EXHIBIT F – THE ‘INNOCENT’ MISTAKE
  • For every chance there is toengage with the public, there isan equal chance for itto go wrong… really wrong.
  • @cloudspark #dsum13
  • @cloudspark #dsum13
  • @cloudspark #dsum13
  • @cloudspark #dsum133 KEY QUESTIONS1. What if our products/services spark too much criticism?2. What if our employees are not social media savvy?3. What if our competitors take advantage of this?
  • @cloudspark #dsum132 KINDS OF NEGATIVITY1. Comments or content on social networks- Easily addressed, no long-term impact- If not addressed, can scale to an ‘issue’2. Online reputation ‘bombs’- Affects reputation and sales long term- Can severely damage a business and scales quickly
  • @cloudspark #dsum131 SCALE OF HOW BAD IS IT?Negative reviews, commentsNegative visual contentNegative media coverageFake accountsNewsjackingHate sites
  • @cloudspark #dsum131 BE WELL-RESPECTED
  • @cloudspark #dsum132 BE RADICALLY TRANSPARENTAllow all employees to talk about products/services publicly*Establish 1:1 communication channelsAsk for feedbackDon’t hide from criticism, address it publicly*unless you trade under SEC regulations
  • @cloudspark #dsum133 MONITOR WHAT THEY’RE SAYING AND SHARING
  • @cloudspark #dsum134 REACT QUICKLY AND POLITELY
  • @cloudspark #dsum135 ADDRESS CRITICISM HEAD-ONACTACKNOWLEDGEAPOLOGIZE‘I WISH’
  • @cloudspark #dsum136 OWN YOUR GOOGLE/BING/SEARCH PAGE 1
  • @cloudspark #dsum137 ATTACK ILLEGITIMATE ATTACKERS
  • @cloudspark #dsum138 LEARN FROM YOUR MISTAKES
  • @cloudspark #dsum139 MAKE MONITORING MATTERGo beyond the 101 of monitoring – don’t just put it on autopilotAssure you’re monitoring visual/audible as well as textIncorporate monitoring reports into marketing conversations,decisions on a regular basis
  • @cloudspark #dsum1310 ASK FOR HELP
  • @cloudspark #dsum13thank you.
  • jenny-rebecca schmitt@cloudsparkjschmitt@cloudspark.com