Reputation Management October 16, 2008

Trust in Online 41 percent trust Internet news according to (HarrisInteractive) From Searchers: Do you trust your search engine with your information? No say 62% (hakia) 44% of searchers regularly use just one engine, and another 48% use just two or three (Pew/Internet) Marketshare (ComScore): Google 61% Yahoo 20% Microsoft 8%

41 percent trust Internet news according to (HarrisInteractive)

From Searchers: Do you trust your search engine with your information? No say 62% (hakia)

44% of searchers regularly use just one engine, and another 48% use just two or three (Pew/Internet)

Marketshare (ComScore):

Google 61%

Yahoo 20%

Microsoft 8%

When Groundswell Occurs, It’s Hard to Stop

Not Only Do Posts Occur, They Create Conversations & Memes

Time Moves Quickly On the Internet

Crisis PR: Time Is Of The Essence Crisis tenets apply Like crisis, messaging cannot stray from facts Timely reactions are critical to stymie crisis Big blogs, social network users prompt immediate reaction Cannot overpromise! Even small blogs, social network users should be responded to w/in 24 hours

Crisis tenets apply

Like crisis, messaging cannot stray from facts

Timely reactions are critical to stymie crisis

Big blogs, social network users prompt immediate reaction

Cannot overpromise!

Even small blogs, social network users should be responded to w/in 24 hours

Influence As Pictured by Simon Collister

jetBlue Crisis

His Badness

Badness = Bad Reputation According to the NY Times, one fan wrote to prince.org: The more I think about it, I say just drop him, remove all content, let him have his way. It’s obvious he doesn’t want us as fans anymore, so why should we want him?

According to the NY Times, one fan wrote to prince.org:

The more I think about it, I say just drop him, remove all content, let him have his way. It’s obvious he doesn’t want us as fans anymore, so why should we want him?

Dell Learns to Listen

Admitting Fault Key to Dell Hell turnaround: Listening Acknowledging Doing something about it If you can’t or shouldn’t fix it, acknowledge remarks Use your social tools Don’t apologize and do it again: Change!

Key to Dell Hell turnaround: Listening

Acknowledging

Doing something about it

If you can’t or shouldn’t fix it, acknowledge remarks

Use your social tools

Don’t apologize and do it again: Change!

Diacetyl Crisis Image by Sage - http://tinyurl.com/3jptva

Where the Wild Things Are

Handling Trolls Identify through search, previous Incidents Attention seekers Don’t feed the trolls! If it’s serious, state your facts on your blog referencing the situation Nikon D80 example

Identify through search, previous Incidents

Attention seekers

Don’t feed the trolls!

If it’s serious, state your facts on your blog referencing the situation

Nikon D80 example

Questions? Additional reading: http://tinyurl.com/4g8bug

Additional reading: http://tinyurl.com/4g8bug