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CAI - HOA Facebook & Reputation Management

This is a modified version of the presentation delivered on August 25th at the CAI of Georgia Tradeshow. Some content, images and slides have been removed.

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CAI - HOA Facebook & Reputation Management

  1. 1. Social Networking: Advancing & Promoting Your Community This presentation has been modified. Some images and slides have been removed. Charity Hisle Socially Engaged Marketing® Facebook.com/SoEngaged Copyright ©2012 Socially Engaged Marketing® All rights reserved. www.sociallyengagedmarketing.com
  2. 2. Agenda • Generating Conversations & Engaging on Facebook • Reputation Management & Responding Online Copyright ©2012 Socially Engaged Marketing® All rights reserved. www.sociallyengagedmarketing.com
  3. 3. Generating Conversations & Engaging on Facebook Copyright ©2012 Socially Engaged Marketing® All rights reserved. www.sociallyengagedmarketing.com
  4. 4. Share Community History & Story Copyright ©2012 Socially Engaged Marketing® All rights reserved. www.sociallyengagedmarketing.com
  5. 5. HOA Notices & News Copyright ©2012 Socially Engaged Marketing® All rights reserved. www.sociallyengagedmarketing.com
  6. 6. Neighborhood News Copyright ©2012 Socially Engaged Marketing® All rights reserved. www.sociallyengagedmarketing.com
  7. 7. Community Events & Photos Copyright ©2012 Socially Engaged Marketing® All rights reserved. www.sociallyengagedmarketing.com
  8. 8. School News Copyright ©2012 Socially Engaged Marketing® All rights reserved. www.sociallyengagedmarketing.com
  9. 9. Local Events & Photos Copyright ©2012 Socially Engaged Marketing® All rights reserved. www.sociallyengagedmarketing.com
  10. 10. Be Welcoming & Friendly Copyright ©2012 Socially Engaged Marketing® All rights reserved. www.sociallyengagedmarketing.com
  11. 11. More Content For Sharing • Connect with local businesses, share reviews & photos • Share coupons, savings & discounts • Share pet-lover updates like local vets, pet spas, pet walking services, & pet sitters • Share childcare, school & extra-curricular activity information • Movie releases • Recipes • Book club and other community club news Copyright ©2012 Socially Engaged Marketing® All rights reserved. www.sociallyengagedmarketing.com
  12. 12. Get More Likes, Comments & Shares • Ask polarizing questions • Ask questions that are easy to respond to, like fill-in-the-blank • This or That questions work well too • Ask poll questions Copyright ©2012 Socially Engaged Marketing® All rights reserved. www.sociallyengagedmarketing.com
  13. 13. Respond to Questions Copyright ©2012 Socially Engaged Marketing® All rights reserved. www.sociallyengagedmarketing.com
  14. 14. Reply & Share Copyright ©2012 Socially Engaged Marketing® All rights reserved. www.sociallyengagedmarketing.com
  15. 15. Localize Your Updates Copyright ©2012 Socially Engaged Marketing® All rights reserved. www.sociallyengagedmarketing.com
  16. 16. Contests! • Copyright ©2012 Socially Engaged Marketing® All rights reserved. www.sociallyengagedmarketing.com
  17. 17. Consider a Contest for the Cover Copyright ©2012 Socially Engaged Marketing® All rights reserved. www.sociallyengagedmarketing.com
  18. 18. Causes & Awareness Copyright ©2012 Socially Engaged Marketing® All rights reserved. www.sociallyengagedmarketing.com
  19. 19. Reputation Management & Responding Online Copyright ©2012 Socially Engaged Marketing® All rights reserved. www.sociallyengagedmarketing.com
  20. 20. Copyright ©2012 Socially Engaged Marketing® All rights reserved. www.sociallyengagedmarketing.com
  21. 21. Copyright ©2012 Socially Engaged Marketing® All rights reserved. www.sociallyengagedmarketing.com
  22. 22. Copyright ©2012 Socially Engaged Marketing® All rights reserved. www.sociallyengagedmarketing.com
  23. 23. Copyright ©2012 Socially Engaged Marketing® All rights reserved. www.sociallyengagedmarketing.com
  24. 24. Track Your Findings • Create a spreadsheet of the top issues • Notate sentiment • Delete old or dormant online profiles • Be proactive • Track monthly or quarterly (put it on your calendar) • Search for keywords associated with your company name, address, community name(s) • Include modifiers such as sucks, scam, hate, etc. Copyright ©2012 Socially Engaged Marketing® All rights reserved. www.sociallyengagedmarketing.com
  25. 25. Free Reputation Management Tools • Google Feed Reader for keywords and phrases • Google Alerts for web results, blogs, news, groups and videos • SocialMention, Kurrently, Twitter Search for social networking mentions Copyright ©2012 Socially Engaged Marketing® All rights reserved. www.sociallyengagedmarketing.com
  26. 26. Responding Online: Set Objectives • Demonstrate you’re listening and you care • Understand their perspective • Provide the opportunity to explain the situation • Attempt to change perceptions • Win over new and prospective owners • Reinforce the positive • Be accountable, provide solutions, solve problems Copyright ©2012 Socially Engaged Marketing® All rights reserved. www.sociallyengagedmarketing.com
  27. 27. Positive Comments These comments thank your company for value, experience or service. Copyright ©2012 Socially Engaged Marketing® All rights reserved. www.sociallyengagedmarketing.com
  28. 28. Constructive Comments These comments criticize your company, value, or service BUT offer opportunities to solve the problem. Copyright ©2012 Socially Engaged Marketing® All rights reserved. www.sociallyengagedmarketing.com
  29. 29. DON’T Delete Unless… Don’t remove content posted unless it is attacking, violent, threatening, racist, offensive, pornographic, uses foul language or violates Fair Housing Laws. Copyright ©2012 Socially Engaged Marketing® All rights reserved. www.sociallyengagedmarketing.com
  30. 30. Spam Happens • Take a screen capture or save the email notification • Delete the post from social networking pages • Ban the user from publishing again Copyright ©2012 Socially Engaged Marketing® All rights reserved. www.sociallyengagedmarketing.com
  31. 31. Social Networking: Advancing & Promoting Your Community This presentation has been modified. Some images and slides have been removed. Charity Hisle Socially Engaged Marketing® Facebook.com/SoEngaged Copyright ©2012 Socially Engaged Marketing® All rights reserved. www.sociallyengagedmarketing.com

This is a modified version of the presentation delivered on August 25th at the CAI of Georgia Tradeshow. Some content, images and slides have been removed.

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