Reputation Management

2,488 views

Published on

Published in: Business, Technology
0 Comments
6 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
2,488
On SlideShare
0
From Embeds
0
Number of Embeds
64
Actions
Shares
0
Downloads
104
Comments
0
Likes
6
Embeds 0
No embeds

No notes for slide

Reputation Management

  1. 1. Reputation Management October 16, 2008
  2. 2. Trust in Online <ul><li>41 percent trust Internet news according to (HarrisInteractive) </li></ul><ul><li>From Searchers: Do you trust your search engine with your information? No say 62% (hakia) </li></ul><ul><li>44% of searchers regularly use just one engine, and another 48% use just two or three (Pew/Internet) </li></ul><ul><li>Marketshare (ComScore): </li></ul><ul><ul><li>Google 61% </li></ul></ul><ul><ul><li>Yahoo 20% </li></ul></ul><ul><ul><li>Microsoft 8% </li></ul></ul>
  3. 3. When Groundswell Occurs, It’s Hard to Stop
  4. 4. Not Only Do Posts Occur, They Create Conversations & Memes
  5. 5. Time Moves Quickly On the Internet
  6. 6. Crisis PR: Time Is Of The Essence <ul><li>Crisis tenets apply </li></ul><ul><li>Like crisis, messaging cannot stray from facts </li></ul><ul><li>Timely reactions are critical to stymie crisis </li></ul><ul><li>Big blogs, social network users prompt immediate reaction </li></ul><ul><li>Cannot overpromise! </li></ul><ul><li>Even small blogs, social network users should be responded to w/in 24 hours </li></ul>
  7. 7. Influence As Pictured by Simon Collister
  8. 8. jetBlue Crisis
  9. 9. His Badness
  10. 10. Badness = Bad Reputation <ul><li>According to the NY Times, one fan wrote to prince.org: </li></ul><ul><li>The more I think about it, I say just drop him, remove all content, let him have his way. It’s obvious he doesn’t want us as fans anymore, so why should we want him? </li></ul>
  11. 11. Dell Learns to Listen
  12. 12. Admitting Fault <ul><li>Key to Dell Hell turnaround: Listening </li></ul><ul><li>Acknowledging </li></ul><ul><li>Doing something about it </li></ul><ul><li>If you can’t or shouldn’t fix it, acknowledge remarks </li></ul><ul><li>Use your social tools </li></ul><ul><li>Don’t apologize and do it again: Change! </li></ul>
  13. 13. Diacetyl Crisis Image by Sage - http://tinyurl.com/3jptva
  14. 14. Where the Wild Things Are
  15. 15. Handling Trolls <ul><li>Identify through search, previous Incidents </li></ul><ul><li>Attention seekers </li></ul><ul><li>Don’t feed the trolls! </li></ul><ul><li>If it’s serious, state your facts on your blog referencing the situation </li></ul><ul><li>Nikon D80 example </li></ul>
  16. 16. Questions? <ul><li>Additional reading: http://tinyurl.com/4g8bug </li></ul>

×