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People are talking about you...but do you know what they're saying?

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You may have spent a lot of money or time on marketing your library, only to have your library's reputation severely damaged by one angry blogger. How can you track this kind of activity, and how can you mitigate negative commentary? Learn what tools are available to help monitor your library's precious online reputation and some strategies to protect your library's brand.

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People are talking about you...but do you know what they're saying?

  1. 1. People are talking about you… But do you know what they’re saying? Laura Solomon Library Services Manager OPLIN [email_address]
  2. 2. Less free <ul><li>The darker side of the Internet </li></ul>
  3. 3. <ul><li>The “norm police” </li></ul>
  4. 4. Digital rap sheet <ul><li>The Internet is forever. </li></ul>
  5. 5. A different world
  6. 6. <ul><li>SMILE </li></ul>
  7. 7. Why didn’t he just *call?* <ul><li>Communication mediums are changing. </li></ul><ul><li>That doesn’t make the new ones less important than the old ones. </li></ul>
  8. 8. Traditional listening
  9. 9. Why track?
  10. 10. New tools for new medium
  11. 11. What to track? <ul><li>? </li></ul>
  12. 12. RSS is critical
  13. 13. Alerts <ul><li>Google is your friend here. </li></ul>
  14. 14. Tracking your brand across the net
  15. 15. Search by tag
  16. 16. Is your library rated?
  17. 17. Are people tweeting about you?
  18. 19. <ul><li>Now what? </li></ul>
  19. 20. <ul><li>Respond early. </li></ul>
  20. 21. Investigate
  21. 22. <ul><li>YOU </li></ul>
  22. 23. <ul><li>Be honest. </li></ul>
  23. 24. <ul><li>Offer personal help. </li></ul>
  24. 25. Don’t create new personas
  25. 26. <ul><li>True? </li></ul>False?
  26. 27. If the facts are wrong…
  27. 29. Either way, tell!
  28. 30. <ul><li>Can you be found ? </li></ul>
  29. 31. 2008 social media study <ul><li>60% interact with companies using social media </li></ul><ul><li>93% say a company should have a presence in social media </li></ul><ul><li>85% say a company should not only be present but also interact with its customers via social media </li></ul><ul><li>56% say they feel a stronger connection with and better served by companies when they can interact with them in a social media environment </li></ul><ul><li>43% say companies should use social networks to solve customers' problems </li></ul><ul><li>41% say companies should use social media to solicit feedback about products and services </li></ul>
  30. 32. <ul><li>A lack of reputation is perhaps as damaging as a bad one. </li></ul>
  31. 33. Your library’s WEB SITE is talking about you . Maybe not in a good way .
  32. 36. <ul><li>What does this mean to me, Laura? </li></ul>
  33. 37. <ul><li>Reputation is priceless. </li></ul>
  34. 38. Keep your eye online
  35. 39. <ul><li>Don’t hide. </li></ul>
  36. 40. <ul><li>Be human. </li></ul>
  37. 41. <ul><li>“ Remember, if you don’t participate in the story, it will be told without you.” </li></ul>
  38. 42. Questions? <ul><li>Laura Solomon </li></ul><ul><li>OPLIN </li></ul><ul><li>[email_address] </li></ul><ul><li>IM: lebachai on most major IM services </li></ul><ul><li>Twitter: laurasolomon </li></ul><ul><li>Blogs: </li></ul><ul><li>What Does This Mean to Me, Laura? </li></ul><ul><li>( http://www.oplin.org/meanlaura ) </li></ul><ul><li>Library Geek Woes </li></ul><ul><li>( http://www.librarygeekwoes.com ) </li></ul>

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