Social Media Reputation Management

Social Reputation: Managing Your Brand’s Online ReputationKasey SkalaManager, Social Media & Online MarketingMutual of Omaha@kmskala

State of Social 3

Is This Real?http://www.altimetergroup.com/research/reports/social-media-risk-management

Ingredients1. Listen2. Analyze =2. Facilitate

Are YouListening?

#socialintel2012 @kmskala

…But Do You Care?• Empathy• Transparency• Honesty• Efficiency

Analyze

• What’s worth tracking? And why?• Integrating information at enterpriselevel• Tweaks and tune-ups

Feedback Flow

Facilitate

vul·ner·a·ble adjective 1. capable of or susceptible to being wounded or hurt, 2. open to moral attack, criticism, temptation, etc.: an argument vulnerable to refutation;http://dictionary.reference.com/browse/vulnerable

Stick Your Nose In Their Business• Relevance• Tone• Actionable

When…Not If

If You Build It… One response; on original channel Let community do work for us Media used as “official response”

“To disregard what the world thinks of us is not only arrogant but utterly shameless.” -CiceroKasey Skalakasey.skala@mutualofomaha.comTwitter: @kmskala

Social Media Reputation Management

by Kasey Skala on Aug 25, 2012

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Social Media Reputation Management Presentation Transcript

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