SlideShare a Scribd company logo
ONLINE
REPUTATION
GOALS
What do I want people to think
about me?
STAKEHOLDERS
Employees
People you do business with
Influencers
Journalists
Bloggers
Others in industry
Critics
SHARE YOUR GOALS
Clients
Employees
ORM PROCESS
Build positive reputation
Limit damage
LISTEN!
Alerts
Social tracking
• Volume
• Sentiment
CENTER YOURSELF
Find centers of influence
• Critics
• Collectors
Start? Stay!
BE WORTHWHILE
Awesome content
Consistency
• Voice
• Messaging
• Look
Trust is worthy
RELATE
Build relationships with megaphones
• Media
• Bloggers
• Mavens
Relate is active
• Comment
• Follow
• Suggest
RELATE
Build relationships with groundswell
• Spectator
• Joiner
• Collector
• Critic
• Creator
IXNAY ON OSTRICHAY
Attend to complaints
Apologies are easy fixes
Got problems? Fix problems.
Take trolls offline
THE TRUTH
You are your brand
Your employees are your
company
Impression IS reality online
ASSESSING ORM
Tools:
Social Mention
(Basic is free)
Trackur
(costs, local, inexpensive)
Radian 6/Cision/Nielsen
(costs, expensive, very scalable)
HOMEGROWN MONITORING
http://bit.ly/SturgORMExample
FOR YOUR CLIENT
Signed out Google Search and first 5
pages of results
• URL
• Page Rank of Site
• Page Title
• Own/Control/Influence/3rd Party/Incorrect
• Sentiment
Social Mention Result

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Online Reputation