Social Media Workshop: Reputation Management Presented by:  Steven Fisher Head of Social Business, d50 Media
 
YOU CAN MONITOR AND SHAPE THESE CONVERSATIONS People buy from People. You have to do good work to have a good reputation, ...
 
SOCIAL MEDIA IS A BIG UNIVERSE AND EVERYONE IS TALKING
Bonus round for your  CFO or any C-level Boss <ul><li>Why Care About Reputation Management? </li></ul>
REPUTATION MANAGEMENT CAN HELP YOU… <ul><li>Bring outside ideas into organization </li></ul><ul><li>Generate more word of ...
REPUTATION MANAGEMENT CAN HELP YOU…ANALYZE ACTIVITY
REPUTATION MANAGEMENT CAN HELP YOU…UNDERSTAND DEMOGRAPHICS
REPUTATION MANAGEMENT CAN HELP YOU…UNDERSTAND SENTIMENT
REPUTATION MANAGEMENT CAN HELP YOU…IDENTIFY INFLUENCERS
REPUTATION MANAGEMENT CAN HELP YOU…IDENTIFY TOPICS
REPUTATION MANAGEMENT CAN HELP YOU…SHARE INTELLIGENCE
REPUTATION MANAGEMENT PROCESS Measure
THREE COMPONENTS OF REPUTATION MANAGEMENT <ul><li>LISTENING </li></ul><ul><li>The conversations are happening right now an...
There are tools of every kind on the market place and they are accomplish some or rarely these four overall tasks: LISTENI...
If you are just getting started, here are 10 free resources you should get started with right now:  LISTENING: 10 Great Fr...
To focus your listening efforts, here are some basic things you can listen for out there:  LISTENING: WHAT THINGS SHOULD I...
This is the first and best tool to get started. You configure the keywords you want and have it delivered right to your in...
This is the first and best tool to get started. You configure the keywords you want and have it delivered right to your in...
This is the first and best tool to get started. You configure the keywords you want and have it delivered right to your in...
This is the first and best tool to get started. You configure the keywords you want and have it delivered right to your in...
There are many to names in this space like Radian6, Lithium, Alterian. LISTENING: MONITORING PLATFORMS
Social Influence sites can provide you with valuable insight into who you influence as well as what you are known for on s...
Google+ for Business allows you to create five different kinds of pages:  ENGAGEMENT: YES, YOU SHOULD TALK TO PEOPLE <ul><...
MEASUREMENT: SOCIAL MEDIA HELPS YOUR BUSINESS DEVELOPMENT EFFORTS
WHICH METRICS MATTER MOST?
??? MEASUREMENT: A FEW WORDS ON ROI
MEASUREMENT: A FEW WORDS ON ROI <ul><ul><li>There are many metrics and they are not created equal </li></ul></ul><ul><ul><...
REPUTATION MANAGEMENT RECAP
Do the following with your brand: REPUTATION MANAGEMENT TIPS FOR SUCCESS Evaluate what is working, drop what is not Identi...
Questions and Answers Steven Fisher Head of Social Business  @d50media http://www.d50media.com Twitter:  @stevenfisher  
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Social Media Reputation Management for Businesses Overview

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This is a presentation on Social Media Reputation Management given as part of a workshop for the Hildebrant Reuters Legal Marketing Partner Forum.

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Social Media Reputation Management for Businesses Overview

  1. 1. Social Media Workshop: Reputation Management Presented by: Steven Fisher Head of Social Business, d50 Media
  2. 3. YOU CAN MONITOR AND SHAPE THESE CONVERSATIONS People buy from People. You have to do good work to have a good reputation, online or offline. Ongoing conversations about you and your firm happen everyday when someone needs a referral or is deciding who to hire.
  3. 5. SOCIAL MEDIA IS A BIG UNIVERSE AND EVERYONE IS TALKING
  4. 6. Bonus round for your CFO or any C-level Boss <ul><li>Why Care About Reputation Management? </li></ul>
  5. 7. REPUTATION MANAGEMENT CAN HELP YOU… <ul><li>Bring outside ideas into organization </li></ul><ul><li>Generate more word of mouth </li></ul><ul><li>Increase customer loyalty </li></ul><ul><li>Increase product/brand awareness </li></ul><ul><li>Improve new product success ratios </li></ul><ul><li>Improve public relations effectiveness </li></ul><ul><li>Reduce customer acquisition costs </li></ul><ul><li>Reduce customer support costs </li></ul><ul><li>Reduce market research costs </li></ul><ul><li>Reduce product development costs </li></ul>
  6. 8. REPUTATION MANAGEMENT CAN HELP YOU…ANALYZE ACTIVITY
  7. 9. REPUTATION MANAGEMENT CAN HELP YOU…UNDERSTAND DEMOGRAPHICS
  8. 10. REPUTATION MANAGEMENT CAN HELP YOU…UNDERSTAND SENTIMENT
  9. 11. REPUTATION MANAGEMENT CAN HELP YOU…IDENTIFY INFLUENCERS
  10. 12. REPUTATION MANAGEMENT CAN HELP YOU…IDENTIFY TOPICS
  11. 13. REPUTATION MANAGEMENT CAN HELP YOU…SHARE INTELLIGENCE
  12. 14. REPUTATION MANAGEMENT PROCESS Measure
  13. 15. THREE COMPONENTS OF REPUTATION MANAGEMENT <ul><li>LISTENING </li></ul><ul><li>The conversations are happening right now and you shouldn’t ignore it. </li></ul><ul><li>You can get started quickly to begin listening and tuning as you go along. </li></ul><ul><li>ENGAGEMENT </li></ul><ul><li>By engaging in the conversation you can guide the conversation in the direction you would prefer. </li></ul><ul><li>MEASUREMENT </li></ul><ul><li>With accurate measurement, you can see how your reputation is improving your brand awareness and lead conversion. </li></ul>
  14. 16. There are tools of every kind on the market place and they are accomplish some or rarely these four overall tasks: LISTENING: TOOLS, TOOLS, TOOLS <ul><ul><li>Awareness/Listening </li></ul></ul><ul><ul><li>Publishing/Coordination </li></ul></ul><ul><ul><li>Engagement </li></ul></ul><ul><ul><li>Measurement </li></ul></ul>http://wiki.kenburbary.com/ <ul><ul><li>The master list of all current Social Media Monitoring Solutions: </li></ul></ul>
  15. 17. If you are just getting started, here are 10 free resources you should get started with right now: LISTENING: 10 Great Free Tools to Get You Started <ul><ul><li>Google Alerts </li></ul></ul><ul><ul><li>Google Reader </li></ul></ul><ul><ul><li>Google+ Sparks </li></ul></ul><ul><ul><li>Google Blog Search </li></ul></ul><ul><ul><li>Tweetdeck </li></ul></ul><ul><ul><li>MonitorThis </li></ul></ul><ul><ul><li>Hootsuite </li></ul></ul><ul><ul><li>LinkedIn Answers </li></ul></ul><ul><ul><li>Technorati </li></ul></ul><ul><ul><li>Trackur </li></ul></ul><ul><ul><li>Great guide from a fellow expert on getting these tools to work for you: </li></ul></ul>http://www.scribd.com/doc/29039169/How-to-Build-Your-Own-Social-Media-Monitoring-Service-Marshall-Sponder-Webmetricsguru-dot-com-3-31-2010-V2
  16. 18. To focus your listening efforts, here are some basic things you can listen for out there: LISTENING: WHAT THINGS SHOULD I LISTEN FOR OUT THERE? <ul><ul><li>Company Name </li></ul></ul><ul><ul><li>Company URL </li></ul></ul><ul><ul><li>Products </li></ul></ul><ul><ul><li>Public Facing Employees </li></ul></ul><ul><ul><li>Competing Products </li></ul></ul><ul><ul><li>Descriptions </li></ul></ul><ul><ul><ul><li>Company Name + sucks </li></ul></ul></ul><ul><ul><ul><li>Company Name + rocks </li></ul></ul></ul><ul><ul><ul><li>Company Product + review + sucks </li></ul></ul></ul>
  17. 19. This is the first and best tool to get started. You configure the keywords you want and have it delivered right to your inbox. LISTENING: GOOGLE ALERTS
  18. 20. This is the first and best tool to get started. You configure the keywords you want and have it delivered right to your inbox. LISTENING: GOOGLE ALERTS
  19. 21. This is the first and best tool to get started. You configure the keywords you want and have it delivered right to your inbox. LISTENING: TWITTER FEEDS
  20. 22. This is the first and best tool to get started. You configure the keywords you want and have it delivered right to your inbox. LISTENING: LINKEDIN ANSWERS
  21. 23. There are many to names in this space like Radian6, Lithium, Alterian. LISTENING: MONITORING PLATFORMS
  22. 24. Social Influence sites can provide you with valuable insight into who you influence as well as what you are known for on social media channels. LISTENING: EGOMETRICS… IT’S ALL ABOUT ME
  23. 25. Google+ for Business allows you to create five different kinds of pages: ENGAGEMENT: YES, YOU SHOULD TALK TO PEOPLE <ul><ul><li>Choose tools that suit your needs </li></ul></ul><ul><ul><li>Start with a small project </li></ul></ul><ul><ul><li>Listen and have a strategy before engaging </li></ul></ul><ul><ul><li>Look for spikes in conversations and patterns </li></ul></ul><ul><ul><li>Identify trending topics </li></ul></ul><ul><ul><li>Evaluate what ’s working, drop what’s not </li></ul></ul>
  24. 26. MEASUREMENT: SOCIAL MEDIA HELPS YOUR BUSINESS DEVELOPMENT EFFORTS
  25. 27. WHICH METRICS MATTER MOST?
  26. 28. ??? MEASUREMENT: A FEW WORDS ON ROI
  27. 29. MEASUREMENT: A FEW WORDS ON ROI <ul><ul><li>There are many metrics and they are not created equal </li></ul></ul><ul><ul><li>Each business must decide what is important to measure and what defines success </li></ul></ul><ul><ul><li>ROI can be achieved but it can take time to realize. </li></ul></ul>
  28. 30. REPUTATION MANAGEMENT RECAP
  29. 31. Do the following with your brand: REPUTATION MANAGEMENT TIPS FOR SUCCESS Evaluate what is working, drop what is not Identify Brands and Products to Monitor Choose Tools that suit your needs Start with a small project Listen and have a strategy before engaging Identify trending topics Engage on a Daily Basis!
  30. 32. Questions and Answers Steven Fisher Head of Social Business @d50media http://www.d50media.com Twitter: @stevenfisher  
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