Présentation donnée dans le cadre de la formation "spécialiste en médias sociaux et communautés en ligne" #SMSCL: e-reputation, monitoring et gestion de crise
Schooling Newsrooms & Keeping Up with Social Media At ScaleJohn Colucci
There’s no shortage of blogs, Facebook groups, and conferences that inform journalists on what works and doesn’t in regards to social media in the newsroom. It’s a lot to keep up with, so how can a journalist avoid being left behind? 4 experts in managing this at scale explain how newsrooms (and journalists alone) can cut through the noise, find actionable advice, and stay on top of the ever-changing state of social.
Our talk at Social Media Summit, 28 April 2009.
Case study - Mobile Jam Fest
How To Use Social Media To Promote Creativity, Make Positive Social Changes, And Connect People
Dr. Jean-Marc Seigneur, qui enseigne la veille stratégique d'e-réputation dans le Master "Journalisme et Communication" du Medi@LAB de l'Université de Genève et préside Réputaction qui conseille les entreprises dans leur gestion d'e-réputation, va présenter les 6 grandes étapes clés de la bonne gestion de l'e-réputation d'entreprise. Il expliquera quelles fonctionnalités ont rajouté plusieurs outils de business intelligence pour faciliter cette gestion.
Les clés de l'E-Reputation en 2014 [HUB Report]HUB INSTITUTE
Rendez-vous sur: http://hubinstitute.com/hubreports/
> télécharger la version sommaire (light) gratuitement
> acheter la version complète (full)
> découvrir nos autres HUB Reports
Le web social est devenu le principal canal pour s’exprimer librement, donner son avis, réagir ou simplement manifester une opinion. Les marques et institutions ont rapidement mesuré le potentiel de ces conversations et s’y sont invitées afin d’influencer et idéalement convertir le plus grand nombre. Toutefois, avant de revendiquer une place dans le quotidien des internautes, il semble essentiel de faire ses preuves en maîtrisant les codes de ces réseaux et donc en apprenant à gérer sa e-réputation. Cela peut sembler évident, pourtant les exemples de marques enchainant les mauvaises pratiques ne manquent pas.
L'ambition de ce HUB Report est de vous apporter toutes les clés pour bien gérer votre e-reputation. Quelles sont les bonnes pratiques, et les moins bonnes ? Quels outils utilisés en buzzmonitoring, dans quelle situation ? Quelle méthodologie appliquée ? Evidemment, nous partagerons aussi toutes nos prédictions, pour prendre une longueur d'avance... Bonne lecture.
Abonnez-vous et recevez ce HUB REPORT : http://www.hubinstitute.com/sections/hub-reports/
Conseils et outils pour gérer sa e-réputation professionnelle dans le cadre d...Jean-Marc Seigneur
Mes conseils pour gérer sa e-réputation professionnelle et spécialement dans le cadre de la recherche d'emploi. Cette présentation a été faite en avril 2014 pour les jeudis de l'emploi d'Uni Emploi aux étudiants de l'Université de Genève. Quelques uns des outils recommandés pour la gestion de réputation en ligne dans cette présentation de la veille à l'influence : Google Alertes, Mention.net, LinkedIn, Xing, Viadeo, CV Réputation, Secure.Me, About.Me, Visualize.Me, Hootsuite, Zapier, IFTT, Ghostery, Sysomos, Digimind, Klout...
Schooling Newsrooms & Keeping Up with Social Media At ScaleJohn Colucci
There’s no shortage of blogs, Facebook groups, and conferences that inform journalists on what works and doesn’t in regards to social media in the newsroom. It’s a lot to keep up with, so how can a journalist avoid being left behind? 4 experts in managing this at scale explain how newsrooms (and journalists alone) can cut through the noise, find actionable advice, and stay on top of the ever-changing state of social.
Our talk at Social Media Summit, 28 April 2009.
Case study - Mobile Jam Fest
How To Use Social Media To Promote Creativity, Make Positive Social Changes, And Connect People
Dr. Jean-Marc Seigneur, qui enseigne la veille stratégique d'e-réputation dans le Master "Journalisme et Communication" du Medi@LAB de l'Université de Genève et préside Réputaction qui conseille les entreprises dans leur gestion d'e-réputation, va présenter les 6 grandes étapes clés de la bonne gestion de l'e-réputation d'entreprise. Il expliquera quelles fonctionnalités ont rajouté plusieurs outils de business intelligence pour faciliter cette gestion.
Les clés de l'E-Reputation en 2014 [HUB Report]HUB INSTITUTE
Rendez-vous sur: http://hubinstitute.com/hubreports/
> télécharger la version sommaire (light) gratuitement
> acheter la version complète (full)
> découvrir nos autres HUB Reports
Le web social est devenu le principal canal pour s’exprimer librement, donner son avis, réagir ou simplement manifester une opinion. Les marques et institutions ont rapidement mesuré le potentiel de ces conversations et s’y sont invitées afin d’influencer et idéalement convertir le plus grand nombre. Toutefois, avant de revendiquer une place dans le quotidien des internautes, il semble essentiel de faire ses preuves en maîtrisant les codes de ces réseaux et donc en apprenant à gérer sa e-réputation. Cela peut sembler évident, pourtant les exemples de marques enchainant les mauvaises pratiques ne manquent pas.
L'ambition de ce HUB Report est de vous apporter toutes les clés pour bien gérer votre e-reputation. Quelles sont les bonnes pratiques, et les moins bonnes ? Quels outils utilisés en buzzmonitoring, dans quelle situation ? Quelle méthodologie appliquée ? Evidemment, nous partagerons aussi toutes nos prédictions, pour prendre une longueur d'avance... Bonne lecture.
Abonnez-vous et recevez ce HUB REPORT : http://www.hubinstitute.com/sections/hub-reports/
Conseils et outils pour gérer sa e-réputation professionnelle dans le cadre d...Jean-Marc Seigneur
Mes conseils pour gérer sa e-réputation professionnelle et spécialement dans le cadre de la recherche d'emploi. Cette présentation a été faite en avril 2014 pour les jeudis de l'emploi d'Uni Emploi aux étudiants de l'Université de Genève. Quelques uns des outils recommandés pour la gestion de réputation en ligne dans cette présentation de la veille à l'influence : Google Alertes, Mention.net, LinkedIn, Xing, Viadeo, CV Réputation, Secure.Me, About.Me, Visualize.Me, Hootsuite, Zapier, IFTT, Ghostery, Sysomos, Digimind, Klout...
Social Media Governance - Beyond the RisksWalter Adamson
Objectives: To allow Internal Auditors to:
communicate effectively with those managing the use of social media when they are conducting an audit; to understand the inherent release of control of information posted in social media; to understand the tools and systems which might be in use to distribute and monitor social media activity; to understand what governance and control means regarding social media when its utility is heavily linked to not being ‘in control’.
Social Media Governance - how it works in organisationsiGo2 Pty Ltd
Presentation to Internal Auditors to: communicate effectively with those managing the use of social media when they are conducting an audit; to understand the inherent release of control of information posted in social media; to understand the tools and systems which might be in use to distribute and monitor social media activity; to understand what governance and control means regarding social media when its utility is heavily linked to not being ‘in control".
TOPIC: A HOW TO approach to dealing with a crisis with Social Media. This is the third in a series of online trainings brought to you by The Wall Street Journal, Ogilvy and GoToWebinar. Asia Pacific director of Digital Influence Thomas Crampton moderated a presentation by Digital Influence Global Managing John Bell and Managing Director of the Global Public Affairs Practice Jamie Moeller.
Op 21 en 22 maart 2012 is bijgaande presentatie gegeven tijdens het Digital Marketing Live event van Emerce. Via Lectric opleidingen treft u meer informatie aan over sociale media trainingen.
Social Media for Sustainable Business [Fall 2010 Refresh]Earthsite
[UPDATED with extensive 'applications' section and new 'trends' information]
Social media has changed marketing and sustainable business is perfectly positioned to leverage this technology.
This is a presentation given to the Presidio MBA program by JoeyShepp.com, new media maven. It covers social media trends, principles, case studies, and how-to topics.
Twitter @JoeyShepp your question about new media and sustainability.
I was talking to a few businesses and realized that even when they are doing a lot of B2C, and > S$20MM in revenue, they are still not on social media. So this is a simple introduction on why you should get on social media. (Updated since 2 years back)
Developing a Social Media Strategy for Children's Mental HealthBrittany Smith
This webinar from Brittany Smith, Director of Community Management for the Children's Mental Health Network, will focus on developing a social media strategy for your organization, community or system of care development effort. Most folks approach social media from a platformspecific perspective. This webinar will take it from a strategy development perspective. Learn the critical questions to ask like, who's your audience, how do they use social media, what's your intended goal for using social media. Based on these answers, the attendees will be able to decide what specific platform(s) they want to use. It's a "people first" approach that focuses on the target audience rather than the technology. Attendees will walk away with a toolkit that they can bring back to develop a more comprehensive plan that they can then implement.
How to Use Online Intelligence As Part of a Total Media StrategySocial Strategy1
"How To Use Online Intelligence As Part of a Total Media Strategy ”
The webinar explores the importance and growing influence of not only social media, but total media –including traditional publications, virtual communities, multimedia, blogs, message boards, and opinion sites–and how organizations can leverage total media intelligence to inform and track marketing programs including product development, advertising, and competitive analysis.
Sponsored by Social Strategy1 and Write2Market
Social Media Governance - Beyond the RisksWalter Adamson
Objectives: To allow Internal Auditors to:
communicate effectively with those managing the use of social media when they are conducting an audit; to understand the inherent release of control of information posted in social media; to understand the tools and systems which might be in use to distribute and monitor social media activity; to understand what governance and control means regarding social media when its utility is heavily linked to not being ‘in control’.
Social Media Governance - how it works in organisationsiGo2 Pty Ltd
Presentation to Internal Auditors to: communicate effectively with those managing the use of social media when they are conducting an audit; to understand the inherent release of control of information posted in social media; to understand the tools and systems which might be in use to distribute and monitor social media activity; to understand what governance and control means regarding social media when its utility is heavily linked to not being ‘in control".
TOPIC: A HOW TO approach to dealing with a crisis with Social Media. This is the third in a series of online trainings brought to you by The Wall Street Journal, Ogilvy and GoToWebinar. Asia Pacific director of Digital Influence Thomas Crampton moderated a presentation by Digital Influence Global Managing John Bell and Managing Director of the Global Public Affairs Practice Jamie Moeller.
Op 21 en 22 maart 2012 is bijgaande presentatie gegeven tijdens het Digital Marketing Live event van Emerce. Via Lectric opleidingen treft u meer informatie aan over sociale media trainingen.
Social Media for Sustainable Business [Fall 2010 Refresh]Earthsite
[UPDATED with extensive 'applications' section and new 'trends' information]
Social media has changed marketing and sustainable business is perfectly positioned to leverage this technology.
This is a presentation given to the Presidio MBA program by JoeyShepp.com, new media maven. It covers social media trends, principles, case studies, and how-to topics.
Twitter @JoeyShepp your question about new media and sustainability.
I was talking to a few businesses and realized that even when they are doing a lot of B2C, and > S$20MM in revenue, they are still not on social media. So this is a simple introduction on why you should get on social media. (Updated since 2 years back)
Developing a Social Media Strategy for Children's Mental HealthBrittany Smith
This webinar from Brittany Smith, Director of Community Management for the Children's Mental Health Network, will focus on developing a social media strategy for your organization, community or system of care development effort. Most folks approach social media from a platformspecific perspective. This webinar will take it from a strategy development perspective. Learn the critical questions to ask like, who's your audience, how do they use social media, what's your intended goal for using social media. Based on these answers, the attendees will be able to decide what specific platform(s) they want to use. It's a "people first" approach that focuses on the target audience rather than the technology. Attendees will walk away with a toolkit that they can bring back to develop a more comprehensive plan that they can then implement.
How to Use Online Intelligence As Part of a Total Media StrategySocial Strategy1
"How To Use Online Intelligence As Part of a Total Media Strategy ”
The webinar explores the importance and growing influence of not only social media, but total media –including traditional publications, virtual communities, multimedia, blogs, message boards, and opinion sites–and how organizations can leverage total media intelligence to inform and track marketing programs including product development, advertising, and competitive analysis.
Sponsored by Social Strategy1 and Write2Market
2. UNE CRISE SUR LES
MÉDIAS SOCIAUX
Imprévisible
Courte
Conséquences potentiellement importantes
Source offline
3. ENJEUX
Customer
Réputation
Service
Community
Rumeurs
Management
4. CONSÉQUENCES
83% des personnes s’étant plaintes via Twitter ont
déclaré apprécier ou aimer la réponse de
l’entreprise
33% des personnes ayant publié un commentaire
négatif changent d’opinion lorsqu’on leur répond
70% des entreprises ignorent les plaintes de leurs
clients en ligne
50% des consommateurs n’ayant pas eu de
réponse déclarent qu’ils n’achèteront plus
Source: Reputation Squad
5. LE CADRE DE
RÉFÉRENCE
Pre-Crisis During Crisis Post Crisis
• Know your • Monitor • Monitor
communities • Assess • Assess and
• Detect • Act evaluate
• Organize
internally
7. SE PRÉPARER
Social Media Social Media
Monitoring
Guidelines Coverage
Owned
Social Media Community
Media
Training Building
Outlets
Crisis
Content
Management
Strategy
Processes
27. TRAIN THE STAFF
ACCORDING TO
RESPONSABILITY LEVEL
What is social media?
General Information
Why does it matter? Personal Usage
How do I use it?
What is EPFL’s policy?
Practicioners
How do I engage with my community? Basic Professional
Usage
How are different departments using it?
What is EPFL’s social media strategy?
Specialists
Dealing with a crisis Advanced
Professional usage
Community management
… Framework
46. POST MORTEM
ANALYSIS
Qualité de l’évaluation initiale
Membres de l’équipe (formation, inné vs. acquis)
Processus
Outils (détection, gestion, analyse)
Elements marquants de la crise
Knowledge management
51. GREENPEACE - KIT KAT
PALM OIL LOBBYING
17th March 2010 - UK Greenpeace posted a gory parody video of the
standard Kit Kat – Take A Break ad, showing an office worker gnawing
on an orangutan’s finger instead of a Kit Kat bar, and the tag line “Kit
Kat Killer”
The aim was to get Nestlé to stop buying unsustainable palm oil from
Sinar Mas, a global supplier that was destroying the south east Asian
rainforests where orangutan’s were being threatened
The campaign took off globally, with many people posting boycott Kit
Kat messages on Twitter, YouTube and Facebook.
The Nestlé Facebook page was overrun with people begging Nestlé to
stop using palm oil and killing the orangutans. Nestlé deleted the
messaging and responded with angry comments faced additional
backlash for handling their social badly
Greenpeace globally used other peaceful demonstrations on and offline
By 20th May 2010, only 10 weeks later, Nestlé announced it would stop
sourcing the unsustainable palm oil, a huge victory for Greenpeace and
social networking
52. NESTLÉ & GREENPEACE
LEARNINGS
Greenpeace campaign succeeded in taking down the sentiment of KitKat to
an extremely low level
Nestlé gave fuel to the campaign by having the YouTube video banned
initially, causing international news services to pick it up, and giving the
campaign oxygen (it went viral soon after)
Nestlé did not pro-actively respond using any social media, instead deleted
Facebook comments and posted angry status updates around the use of the
Nestlé logo by people within Facebook who wanted to bring awareness to
the Greenpeace campaign, which caused even more uproar
Nestlé failure in social and its lack of social crisis management contributed
significantly in Greenpeace success in the social campaigning
Two Australian specific tactical campaigns for KitKat - Desk Jockey and
Take Back Time were launched early June to combat the negative impact of
Greenpeace on the brand, but did not get enough traction to offset the
overall decrease in brand sentiment until well after the capitulation of Nestlé
60. REPONDRE
Reactivité: dire que l’on a entendu
Ne pas mettre d’huile sur le feu
Ne pas chercher à avoir le dernier mot
Etre factuel
Etre de bonne foi
Dialoguer
Respecter les engagements pris