2013 Social Commerce Summit- Devon Eyer
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Devon Eyer, Director of Corporate Social Media at Johnson & Johnson presents "Reputation Managament in the Age of Social Media" at W2O Groups third annual Social Commerce Summit during SXSW Interactive.
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2013 Social Commerce Summit- Devon Eyer
- 1. WHO “LIKES” YA, BABY? REPUTATION MANAGEMENT IN THE AGE OF SOCIAL MEDIA Devon Eyer Director, Corporate Social Media Johnson & Johnson March 7, 2013 Social Business Summit, SXSW
- 2. Who owns your brand online? • Who’s behind the avatars? • Who writes the rules about what they can and can’t say? • Where do they get their information? • What if what they’re saying isn’t nice or isn’t true? • Can I stop them? • How do I participate and change the conversation?
- 4. The requisite 3-legged stool … * Listen to what’s being said about you * Find and use your voice * Make and keep friends and fans
- 5. WHEN THE GOING GETS ROUGH
- 6. * Get the facts about how big the crisis is and what direction it’s heading * Respond appropriately, but resist the urge to light your own fuse * Stick to your strategy and rely on social communities to self-correct over time
- 7. BONUS ADVICE
- 8. * Ignorance isn’t acceptable * Hope is not a strategy * Monitoring and managing brand reputation in the age of social media takes resources, focus and dedication
- 9. * Educate your lawyers and leaders * Share openly with others like you * Mitigate risk, then take action
- 10. Shameless pitch for followers @JNJNews @JNJCares @JNJParents @JNJHistory @JNJVideo www.facebook.com/jnj www.youtube.com/jnjhealth www.jnjbtw.com www.jnjparents.com http://www.linkedin.com/company/johnson-&-johnson&-johnson
Editor's Notes
- Who owns your brand on social media?EVERYONE! Democratization of social means that anyone has the opportunity to share opinions, information and perspective about your brand
- This is the new reality. Understanding and managing social media isn’t optional. Ignorance isn’t acceptable. Hope is not a strategy. Monitoring and managing brand reputation in the age of social media takes resources, focus and dedication.
- Educate your lawyers and leaders … share case studies – positive and negative! -- to help them learnShare openly with others like you – inside and outside your company – and take collaborative approach to figuring this stuff outMitigate risk to the best of your ability, but don’t be too afraid to jump in