June 9 & 10, 2014
Business Services Librarian
88% of participants in a recent customer service survey
have been influenced by online customer service
reviews when making a buying decision.
45% share bad customer service experiences and 30%
share good customer service experiences via social
More people have read positive reviews (69%) of
customer service online than negative reviews (63%).
Taking Control Of Your Reputation
Claim your business social media profiles.
Does your website best represent your brand/business?
Is it easy to navigate?
Do you send an automated email response to contact
Have a strategy for handling complaints and negative
Encourage communication between your customers
City guide and business
Yelp will not remove
misleading or false
reviews unless they
violate terms of service.
Claim your business
listing, respond to
Connects people looking
for your business on
search, maps & Google +
Local Google+ Page or a
Google+ Business page
Benefits your SEO.
Over 1 billion users.
More than 25 million
small business pages.
Monitor your page daily.
Have your posting policy
Update your settings for
page moderation and
Posting Policy Example
Posting Policy: Thank you for liking the official ______________ page. We're glad you're here.
We are committed to creating a community that encourages self-expression and mirrors the
values of _________ including respect for the rights, dignity, and property of others. We ask
all fans to do their part to help us achieve the goal. In doing that, we ask you not to post
-is threatening, abusive, obscene, indecent, or objectionable.
-is deceptive, false, or misleading
-violates the intellectual property rights of other people
-references a third party website or is self-promoting spam
-is inappropriate, offensive, or hateful
We reserve the right to remove any content or block users that violate our community
guidelines, or that we determine are otherwise offensive to our community. All content must
also comply with Facebook's policies as well.
We would be sorry to see you go, but if you change your mind and no longer want to like our
page, please feel free to "unlike" our page.
Notification of Google
news, blogs, video,
Tweets of 140
characters or less.
Over 500 million
replies and mentions.
You can block users
who post abusive
A browser based tool that allows registered users to
publish to Twitter, Facebook, Linkedin and other sites.
Allows users to monitor their social media accounts in
Users can customize columns to monitor comments,
re-tweets, replies, questions, news and more.