Vikki Chowney
Editor
Reputation Online

Jonathan Waddingham
Product Manager
JustGiving
Listening to what people are saying about you online
    is vital for engagement and for protecting your
 reputation. But ...
Listening is always step 1 when it comes
       to putting a plan into action.
Listening, monitoring, and reporting are obligatory cogs
in the social media machine.

Gathering intelligence to inspire m...
While many organisations monitor conversations
related to keywords or respond simply to those
who invite participation, th...
1. Your employees.
The solution?

Maybe they’re unsure of what they should or
shouldn’t say?

Create guidelines and educate.
2. Those who disagree with what you’re doing.
The solution?

Maybe they don’t know the full story?

Create an online hub of information.
3. Those who misunderstand what you’re doing.
The solution?

Maybe you’re not communicating properly?

Reach out to them publicly.
No matter what, it’s important to address any
negative response, but also remember that you
           can’t change everyt...
1. One person/team should monitor what the outside world
   is saying

2. Another person/team should get news out via the
...
Forrester’s “hub and spoke” model for social media
management bears an uncanny resemblance to a
textbook crisis comms team...
1. Do you have a blog template and subdomain ready to add on to your own
   site – with a very accessible CMS ready for re...
http://www.flickr.com/photos/stacya/3436705609
Google alerts
                     Your
                    Toolkit
Backtype alerts

Tweetscan
Technorati search

Deliciou...
http://addictomatic.com
http://www.samepoint.com
http://socialmention.com
http://cotweet.com/
http://hootsuite.com
www.flickr.com/photos/the-g-uk/3867089043
http://www.facebook.com/insights
http://www.facebook.com/insights
https://analytics.postrank.com/




http://viralheat.com/




http://bit.ly/
https://analytics.postrank.com/
http://viralheat.com/
http://viralheat.com/
http://bit.ly/info/SMguide
http://tweetreach.com
http://www.radian6.com/




http://www.meltwater.com




http://www.scoutlabs.com/
1. Set up your listening toolkit

2. Make sure you have time to listen

3. Make sure you have time to respond

4. Take a d...
Jonathan Waddingham                         Vikki Chowney

jonathan@justgiving.com      vikki.chowney@centaur.co.uk

@jon_...
What are people saying about you, charity comms conference
What are people saying about you, charity comms conference
What are people saying about you, charity comms conference
What are people saying about you, charity comms conference
What are people saying about you, charity comms conference
What are people saying about you, charity comms conference
What are people saying about you, charity comms conference
What are people saying about you, charity comms conference
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What are people saying about you, charity comms conference

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You can't have control over what people say about you online, but you need to listen - and plan how to respond. This presentation will give you the theory into how to plan listening, as well as the tools to help you monitor your online reputation.

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  • While Twitter never was (and never will be) “the answer” in a crisis, social media channels are too important to be left solely for marketing or advertising. Not when they will help define how an organization is seen to react when something goes wrong.
  • http://socialmention.com/alerts/ - delivered to your inbox
  • What are people saying about you, charity comms conference

    1. 1. Vikki Chowney Editor Reputation Online Jonathan Waddingham Product Manager JustGiving
    2. 2. Listening to what people are saying about you online is vital for engagement and for protecting your reputation. But with constant real-time interactions happening across a plethora of channels, where do you start? This session will show you some manageable, cost- effective ways to listen and respond to what people are saying about you online.
    3. 3. Listening is always step 1 when it comes to putting a plan into action.
    4. 4. Listening, monitoring, and reporting are obligatory cogs in the social media machine. Gathering intelligence to inspire meaningful and actionable social programs is, on the other hand, priceless. Brian Solis, 2010 in VentureBeat
    5. 5. While many organisations monitor conversations related to keywords or respond simply to those who invite participation, the real potential of social media runs far deeper. This is the chance to leapfrog conversations by learning what it takes to lead them and then embodying the position you wish to gain.
    6. 6. 1. Your employees.
    7. 7. The solution? Maybe they’re unsure of what they should or shouldn’t say? Create guidelines and educate.
    8. 8. 2. Those who disagree with what you’re doing.
    9. 9. The solution? Maybe they don’t know the full story? Create an online hub of information.
    10. 10. 3. Those who misunderstand what you’re doing.
    11. 11. The solution? Maybe you’re not communicating properly? Reach out to them publicly.
    12. 12. No matter what, it’s important to address any negative response, but also remember that you can’t change everything.
    13. 13. 1. One person/team should monitor what the outside world is saying 2. Another person/team should get news out via the quickest channels available 3. Clearing what you want to say publicly with the lawyers/internally is always more time-consuming than the comms team thinks it should be – so get the teams physically close to each other to speed things up 4. A news vacuum in a crisis will be filled with unsubstantiated speculation – which you want to avoid (see steps 1 – 3).
    14. 14. Forrester’s “hub and spoke” model for social media management bears an uncanny resemblance to a textbook crisis comms team – with people from customer service, PR, corporate comms, legal, HR, marketing and operations all represented.
    15. 15. 1. Do you have a blog template and subdomain ready to add on to your own site – with a very accessible CMS ready for real-time updates where people are most likely to look? 2. Do you own your own social media channels and have all those logins to hand, so that the crisis team can instantly commandeer all the channels available to decide which are the best to use? 3. Do you know how to stop all other commercial, especially social media, communications? 4. Do you have people in the core team who can use social media effectively? Chris Reed, Managing Partner, Brew
    16. 16. http://www.flickr.com/photos/stacya/3436705609
    17. 17. Google alerts Your Toolkit Backtype alerts Tweetscan Technorati search Delicious search Flickr search
    18. 18. http://addictomatic.com
    19. 19. http://www.samepoint.com
    20. 20. http://socialmention.com
    21. 21. http://cotweet.com/
    22. 22. http://hootsuite.com
    23. 23. www.flickr.com/photos/the-g-uk/3867089043
    24. 24. http://www.facebook.com/insights
    25. 25. http://www.facebook.com/insights
    26. 26. https://analytics.postrank.com/ http://viralheat.com/ http://bit.ly/
    27. 27. https://analytics.postrank.com/
    28. 28. http://viralheat.com/
    29. 29. http://viralheat.com/
    30. 30. http://bit.ly/info/SMguide
    31. 31. http://tweetreach.com
    32. 32. http://www.radian6.com/ http://www.meltwater.com http://www.scoutlabs.com/
    33. 33. 1. Set up your listening toolkit 2. Make sure you have time to listen 3. Make sure you have time to respond 4. Take a deep breath before responding to criticism, be thick skinned 5. Welcome constructive criticism and be open 6. Be friendly and authentic when you reply 7. Measure the effectiveness of your comms
    34. 34. Jonathan Waddingham Vikki Chowney jonathan@justgiving.com vikki.chowney@centaur.co.uk @jon_bedford @vikkichowney http://blog.justgiving.com http://vikkichowney.com slideshare.net/jwaddingham http://reputationonline.co.uk/
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