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Reputation Management
 

Reputation Management

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    Reputation Management Reputation Management Presentation Transcript

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