Columbus Social Media Network May 12, 2009 Reputation Management: Social Media & Public Relations Non-Profit Small Business

Building A Strong On-line Brand Open to Change Focus Comprehend Proactive Presence Reactive Take Action

Open to Change

Focus

Comprehend

Proactive

Presence

Reactive

Take Action

Open to Change With the social media boom non-profits and small businesses have to be open and accept social media as a vital means of public relations Leave comfort zone of traditional media – print, TV, radio and incorporate the web

With the social media boom non-profits and small businesses have to be open and accept social media as a vital means of public relations

Leave comfort zone of traditional media – print, TV, radio and incorporate the web

Focus With little extra time and the slew of social media choices non-profits, and new businesses, feel overwhelmed and don’t know where to start. To start, KEEP IT SIMPLE

With little extra time and the slew of social media choices non-profits, and new businesses, feel overwhelmed and don’t know where to start.

To start, KEEP IT SIMPLE

Comprehend Understand how each works and their benefits: Follow media, supporters, customers, other similar tweeters Friend media, supporters, customers other like groups, create page Connect with donors, board, volunteers, customers & peer groups Builds personal connection, RSS feeds, Twitterfeed, Comments Visual message, PSAs, commercials, embed on web site

Understand how each works and their benefits:

Proactive Before profiles and pages are created non-profits and small businesses must: Have brand strength Clear messaging Social media point person The first steps in reputation management should be: Create Key Messages – messaging should be controlled yet friendly Strategize What Will Be Discussed Set Tone With Visuals and Values Include Social Media Steps In Crisis Communication Plan

Before profiles and pages are created non-profits and small businesses must:

Have brand strength

Clear messaging

Social media point person

The first steps in reputation management should be:

Create Key Messages – messaging should be controlled yet friendly

Strategize What Will Be Discussed

Set Tone With Visuals and Values

Include Social Media Steps In Crisis Communication Plan

Presence Creating An On-line Presence Builds Relationships, Authority and Confidence Concentrate On Awareness Promote Events Outreach Human Interest Stories Resources

Creating An On-line Presence Builds Relationships, Authority and Confidence

Concentrate On Awareness

Promote Events

Outreach

Human Interest Stories

Resources

Should Negative Comments Arise Don’t Panic : Depending on Statement You Might Not Want To Do Anything Depending on Severity You Might Want to Assemble Crisis Team Figure Out Who The Source Of The Attack Is, Where It Is Coming From, And How Widespread It Is Reactive Be Aware and Monitor What is Being Said About Your Brand: Google Alerts Google Reader Twitter Search Blog Comments

Should Negative Comments Arise Don’t Panic :

Depending on Statement You Might Not Want To Do Anything

Depending on Severity You Might Want to Assemble Crisis Team

Figure Out Who The Source Of The Attack Is, Where It Is Coming From, And How Widespread It Is

Be Aware and Monitor What is Being Said About Your Brand:

Google Alerts

Google Reader

Twitter Search

Blog Comments

Take Action Stay Controlled and Confident Don’t Make A Broad Statement Make your statement on the social media channel(s) in which it came from. That way you are not creating more attention to other who may not have heard Create An Honest Response As Soon As Possible Even if you need to respond by saying you are looking into the situation and will get back with more information as soon as it become available Keep Tone Upbeat and Professional Show Organization Cares About Fixing Situation

Stay Controlled and Confident

Don’t Make A Broad Statement

Make your statement on the social media channel(s) in which it came from. That way you are not creating more attention to other who may not have heard

Create An Honest Response As Soon As Possible

Even if you need to respond by saying you are looking into the situation and will get back with more information as soon as it become available

Keep Tone Upbeat and Professional

Show Organization Cares About Fixing Situation

Four “Gets” The playing field is just a little different but the same quick crisis communication tips for traditional media apply to social media: Get It Right – Communicate Correct Information Get It Quick – Communicate Promptly To Key Audience Get It Out – Communicate Your Positive Key Messages Get It Over With – Resolve Situation As Quickly As Possible

The playing field is just a little different but the same quick crisis communication tips for traditional media apply to social media:

Get It Right – Communicate Correct Information

Get It Quick – Communicate Promptly To Key Audience

Get It Out – Communicate Your Positive Key Messages

Get It Over With – Resolve Situation As Quickly As Possible

Brand Identity, Profiles, Reputation Managed Social Media = Greater PR and Awareness It’s About Management

It’s About Management

Michele Savoldi 740.816.3251 Twitter.com/cbusimpressions Linkedin.com/in/michelesavoldi In-Kind Connection www.inkindconnection.com [email_address] columbus imPRessions www.columbusimpressions.com [email_address]

740.816.3251

Twitter.com/cbusimpressions

Linkedin.com/in/michelesavoldi

In-Kind Connection

www.inkindconnection.com

[email_address]

columbus imPRessions

www.columbusimpressions.com

[email_address]