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Managing Your Online Reputation

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Managing Your Online Reputation

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This was presented at the American Academy of Ophthalmology, 2015 at the Tech Pav.

This presentation discusses and defines where your medical online reputation can be found, how to monitor and do so virtually automatically.

I also give suggestions as to how to respond to both negative and positive reviews.

Whether or not you even had a website, like social media, you have an online reputation to find and protect!

This was presented at the American Academy of Ophthalmology, 2015 at the Tech Pav.

This presentation discusses and defines where your medical online reputation can be found, how to monitor and do so virtually automatically.

I also give suggestions as to how to respond to both negative and positive reviews.

Whether or not you even had a website, like social media, you have an online reputation to find and protect!

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Managing Your Online Reputation

  1. 1. REPUTATION Managing Your Online Reputation AAO 2015, Tech 08 randall v. wong, m.d.
  2. 2. Financial Disclosure • I have the following financial interests or relationships to disclose: • Co-Founder: • Medical Marketing Enterprises, LLC
  3. 3. Randall Wong, M.D. • Ophthalmologist (Retina Specialist) • Online Marketing • Medical Marketing Enterprises, LLC • Website Rankings • SEO and Social Media • Reputation
  4. 4. Online Reputation “With or without a website or social media, every business has an online reputation to maintain.”
  5. 5. What is Online Reputation? Comments/Reviews about YOU and YOUR Business • Positive (majority) • Negative (few, but most feared)
  6. 6. Managing Your Online Reputation Monitor the Internet – automated process Looking for both positive and negative comments or reviews. How to Respond
  7. 7. Why Respond? Acknowledge the writer Demonstrate Willingness to Engage Transparency The act of “responding” shows that you are interested and ...you care.
  8. 8. Where to Look for Reviews • On Page Reviews • Off Page Reviews
  9. 9. Off-Page Sources Review Sites Local Directories Business “Aggregators” BBB Consumer Reports Washington Checkbook
  10. 10. On-Page Reviews Testimonials/Comments left on your website Facebook? LinkedIn These are sources which you own or control. You have the ability to edit/delete all comments.
  11. 11. Google Alert | Automate Monitoring Google emails (the “alert”) anytime you are mentioned on the Internet. Includes most sites which are indexed. Google Plus Account (accrues all reviews in one place) Angie’s List What About Yelp? http://kiwisplash.com/how-to-create-a-google-alert/
  12. 12. Angie’s List Subscription Based Not indexed Set up Free Account Receive email to your inbox
  13. 13. Yelp? Free Emails you when comment is left Often indexed by Google Business may “upgrade” membership
  14. 14. Monitor Google Alert Email from non-indexed sites Google Plus Your Website Social Media Monitoring the entire online reputation can be done automatically!
  15. 15. Positive Reviews: “I Like You!” Majority of reviews are positive Respond: Acknowledge and appreciate reviewer “Thank you” Show willingness to engage Show you care
  16. 16. Negative Review: “You Stink!” 24 Hour Rule Unlikely to remove Negative Review Slander Racial Shows You are Human (Not every one is perfect)
  17. 17. “Make Lemonade” from Negative Review Don’t expect to regain customer 5 Star Response Take the opportunity to neutralize review; engage demonstrate transparency (personal and business) explain Negative reviews give you an excellent opportunity to show you care, perhaps not to the author, but to the dozens and dozens of readers who will follow.
  18. 18. The “Tribe” An online term used to describe your community of supporters. 1. Facebook 2. Twitter 3. Email Followers 4. Customers and patients Your tribe can be your strongest ally and is the most powerful way to neutralize negative reviews and turn them into more positive reviews.
  19. 19. Off-Page | Aggregators | Directories Bing Local Best of the Web Citysearch DexKnows FourSquare Google + Insider Pages Judy’s Book Kudzu Manta Merchant Circle Super Pages Yahoo! Local Yellow Bot Yellowee Yellow Pages Yelp Healthgrade s Vitals Rate MDS Doctorbase WebMD Docshop Local.AARP Mapquest Realself LocalMed
  20. 20. Improve Local SEO and Search
  21. 21. Local Search = Off-Page • Claim your accounts • NAP • Link to Your Website
  22. 22. Thank You Randall V. Wong, M.D. randall.v.wong@gmail.com Medical Marketing Enterprises, LLC www.medicalmarketingenterprises.com 240.230.7353
  23. 23. AAO 2015 | My Schedule I’ll be teaching several courses and will also be speaking at the Technology Pavilion Saturday | November 14, 2015 9:30 – 10:30 AM | Tech Pav (TECH01) “Optimizing Your Office Web Presence” 1-4 PM | SPE07 Use Blogging and Social Networking to Super Charge Website” Sunday | November 15, 2015 9:30 – 10:30 AM | Tech Pav (TECH08) “Managing Your Online Reputation” 2:30 PM – 3:00 PM | Tech Pav (TECH13) “Help! My Patients Can’t Find Me” 3:15 PM -4:15 PM | AAOE 256 “Live Website Analysis: Critique Your Own Website”
  24. 24. Schedule Cont’d Monday | November 16, 2015 10:45 AM – 11:15 AM | Tech Pav (TECH16) “A Crash Course in SEO” Tuesday | November 17, 2015 12:45 PM – 3:00 PM | AAOE 652 “Essential Search Engine Optimization Tools for Your Website”
  25. 25. Thank You Randall V. Wong, M.D. randall.v.wong@gmail.com Medical Marketing Enterprises, LLC www.medicalmarketingenterprises.com 240.230.7353

Editor's Notes

  • Medical Marketing Enterprises, LLC was started to teach medical professionals the importance and techniques of website marketing for their medical practices.

    I am a retina specialist practicing in Fairfax, Virginia.

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