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Social media super hero   reputation management
 

Social media super hero reputation management

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Yvette Adams Director of The Creative Collective provides insightful presentation slides on Reputation Management as presented at The Creative Collective's Become a Social Media Super Hero workshop. ...

Yvette Adams Director of The Creative Collective provides insightful presentation slides on Reputation Management as presented at The Creative Collective's Become a Social Media Super Hero workshop. This presentation will help you learn more about social media and how it can impact your business.

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  • In case you hadn’t noticed, there is a fair bit happening online these days.
  • Hands up if you have seen this do the rounds. I had to include it in today’s presentation. It’s a classic. It is very easy to vent on social media but the consequences can be massive. If you were this girl’s employer you’d be glad you were aware of her posts right?
  • This lovely lady may be looking smug on her stool right now, but she was toppled last year when she tweeted the logies and got fired as a columnist for The Age with these lovely comments about much loved Aussie icons. Her retort? “ “ the Aussie public didn’t agree. Goneskis.
  • However you can take it too far. For some it becomes a guilty obsession. They can’t help themselves… to the point of no return…quite simply, it is an addiction.
  • Hands up if you have seen this do the rounds. I had to include it in today’s presentation. It’s a classic. It is very easy to vent on social media but the consequences can be massive. If you were this girl’s employer you’d be glad you were aware of her posts right?

Social media super hero   reputation management Social media super hero reputation management Presentation Transcript

  • Become a Social Media Super Hero
    Take the ‘fear factor’ out of flying…get surveillance
  • There’s a lot going on in social media right now…
  • With all these mediums, conversations are going to happen online about you / your service / your product / your business / your competitors / your industry these days, WHETHER YOU LIKE IT OR NOT
  • So you can choose to participate....or bury your head in the sand and pretend it’s not happening.
  • Or you can participate. Remember the ‘party analogy’
    Monitor conversations first - LISTEN
    Introduce yourself and start conversations, ask questions - ENGAGE
    Answer questions, give advice, if appropriate (i.e. if you can be helpful) – CONTRIBUTE
    Share the advice if you believe in it (and encourage others to share yours)
  • If you don’t like what they say…
  • Be prepared to let go of your
    brand, at least just a little…
    • It may seem scary at first but it could be the best thing you’ve ever done.
    • Feedback is good (and consumers will talk regardless)
    • We don't live in a perfect world and no one expects your business to be perfect (okay some do!)
    • In fact, if you had nothing but 5-star reviews across the board it might strike consumers as a bit suspect, is anybody REALLY that perfect?  
    • Also, negative reviews offer a golden opportunity, to go above and beyond.
    See: http://consumerist.com/customer-service/above-and-beyond/
  • So GO to the party…but go prepared!!!
    Your options:
    • Get tracking in place – Google Alerts & more
    • Choose when to do something about it, and whento let it go!
    • ‘Kill them with kindness’
    • Ask them how you can fix it...show you care
    • Personally see it through to the end
    • Saturate the market with ‘good stuff’
  • To do this you don’t need this…
  • Try this....
    • http://www.tweetbeep.com Track what people say on Twitter.
    • http://search.twitter.com/ Like Google’s search engine but just for Twitter!
    • http://www.google.com/alerts Good comprehensive option to pick up mentions on Google.
    • http://www.samepoint.com Tracks all social media, so should be able to find mentions of your business on Facebook and Twitter as well as on blogs.
    • http://www.technorati.comIf you expect most of your customers to be talking about you on blogs, you need a
    Technorati account. You can do one-off searches of the blogosphere for your business, but you can also automate your searches by using a Watchlist (look under the Favourites tab)
    • http://www.socialmention.comLike Google Alerts but for social media.
  • But what if it’s your staff who are talking?
  • Catherine Deveny's (The Age) Logienight tweets…
    “Rove and Tasma look so cute . . . hope she doesn't die, too.”
    "I do so hope Bindi Irwin gets laid".
  • Well…you need a social media policy!Consider…
    • Who will be allowed to post - All listings have an option to leave a review, so encourage some of your favorite customers or clients to leave a review for you.
    • What if the usual person is away?
    • When are they allowed to post? – As often as they like? A few times a day? Daily? Weekly?
    • WHAT are they allowed to post? Random musings? Work related?
    • WHERE can they post to? Just Twitter? Facebook Page & Twitter?
    • What is the screening process? Free for all? None at all? Scheduled but approved?
    And if you need help…talk to us!
  • Social networking meets local search marketing…
  • Social networking meets search marketing…
  • Facebook is having a crack too…
  • Free Twitter report or Web Grader report with our advice – free to first 5 people
  • Or integrate your entire online activity - Hubspot
  • Stay in contact!
    www.facebook.com/thecreativecollective
    www.twitter.com/creativecollect
    www.linkedin.com/company/781000
    www.youtube.com/dacreativecollective
    Join our database
    www.thecreativecollective.com.au
    07 545 11315