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People are talking about you…but do you know what they’re saying?

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People are talking about you…but do you know what they’re saying?

Your library may have spent a lot of money or time on online marketing or social media outreach, only to have its reputation severely damaged by one angry blogger. How can you track this kind of activity and 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.

At the end of this one-hour webinar, participants will:

Be able to identify at least two reasons why ORM (online reputation management) matters for a library
Be able to identify at least 3 tools that can be used for ORM
Be familiar with strategies for dealing with negative content

Your library may have spent a lot of money or time on online marketing or social media outreach, only to have its reputation severely damaged by one angry blogger. How can you track this kind of activity and 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.

At the end of this one-hour webinar, participants will:

Be able to identify at least two reasons why ORM (online reputation management) matters for a library
Be able to identify at least 3 tools that can be used for ORM
Be familiar with strategies for dealing with negative content

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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 laura@designforthelittleguy.com Infopeople webinars are supported by the U.S. Institute of Museum and Library Services under the provisions of the Library Services and Technology Act, administered in California by the State Librarian. An Webinar
  2. 2. Lessfree The darker side of the Internet
  3. 3. The “norm police”
  4. 4. Digitalrapsheet The Internet is forever.
  5. 5. Adifferentworld
  6. 6. SMILE
  7. 7. Traditionallistening
  8. 8. WhatisORM? What is Online Reputation Management ?
  9. 9. Yourlibrary’simage
  10. 10. Consistencymatters
  11. 11. You’reseenonlineFIRST
  12. 12. Whatpeoplesayonlineis#1
  13. 13. Newtoolsfornewmedium
  14. 14. Why track?
  15. 15. Whattotrack? ?
  16. 16. http://stevefarnsworth.wordpress.com/2013/01/03/top-20-free-social-media-monitoring-tools-for-2013/
  17. 17. Whichsocialdashboard?
  18. 18. Alerts Google is your friend here.
  19. 19. Trackingyourbrand acrossthenet
  20. 20. Isyourlibraryrated?
  21. 21. Fundamentallyflawed?
  22. 22. Now what?
  23. 23. Don’thush
  24. 24. Don’tmakeitworse
  25. 25. Whatelse? • Acknowledge wrongs • Don’t repeat • Don’t ignore
  26. 26. Respond early.
  27. 27. YOU
  28. 28. Be honest.
  29. 29. Offer personal help.
  30. 30. Don’tcreatenewpersonas
  31. 31. Yelp&consequences
  32. 32. True? False?
  33. 33. Ifthefactsarewrong…
  34. 34. Eitherway,tell!
  35. 35. SOMETHINGS You can do to improve your library’s rep
  36. 36. Accentuatethepositive
  37. 37. ASK
  38. 38. Get the WORD out
  39. 39. Keep talking To patrons
  40. 40. Respond… • Quickly • Personally • Appropriately
  41. 41. What does this mean to me, Laura?
  42. 42. Reputation is priceless.
  43. 43. Keepyoureyeonline
  44. 44. Don’t hide.
  45. 45. Be human.
  46. 46. It’s ongoing
  47. 47. “Remember, if you don’t participate in the story, it will be told without you.” From “The Transparent Library: Library PR 2.0” by Michael Casey and Michael Stephens, LJ, Oct.15, 2008
  48. 48. Absolutelyshamelessplug
  49. 49. Questions? Laura Solomon laura@designforthelittleguy.com Twitter: laurasolomon Blogs: What Does This Mean to Me, Laura? (http://www.oplin.org/meanlaura)

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