How to kill your business with one tweet! Do you know how to use Social Media properly? Can you tell what will help and hinder your business? Learn to spot issues before they arise by reviewing some of the astonishing ways others have failed before. Jonathan's presentation identifies things people do wrong on social media but viewers will walk away with some practical tips on what they can and should do to avoid the pitfalls.

1. Online
Reputation
Management
Jonathan Guy
How to destroy your
reputation in just one
tweet…

2. Agenda
• Reputation Management, what is it and why bother?
• How you can easily check your reputation online
• Help! Someone has said awful things about me!
• Do’s and Don’ts of Online Reputation Management
• Classic #failures

3. What is Reputation Management?
Online reputation
management (ORM) is the
practice of crafting strategies
that shape or influence the
public perception of an
organization, individual or other
entity on the Internet.
It helps drive public opinion
about a business and its
products and services.
https://www.techopedia.com/definition/29591/online-reputation-management-orm

4. • Google Alerts
• Twitter search
• Name search + review
• Online Reputation
Management Tools
Warning – there are tools and
programmes that will take your
money and NOT do anything
How to check your
reputation

5. Help! Someone has said awful things
about me!

6. Why don’t people like me….?

7. I want this
item so I’m
heading to
House of
Fraser. What
kind of user
experience
awaits…..?
WHO?
What is
free?
Ugly url and
meta
description

8. I’m expecting to find Gold
Crystal Jewellery (or Jewelry!)

9. #fail

10. Your business
reputation is
important….

11. …but how do
your customers
see you?

12. Is this how
you want
people to
view your
business?

13. Happy
customers
give your
business a
boost

14. You can control how people perceive
your business

15. Reputation Do’s and Don’ts
Do
• Optimise your website
• Check your name/brand
online
• Treat Google as your shop
window
• Own and monitor your
social channels
• React quickly
• Ask for genuine customer
feedback
Don’t
• Ignore the way your website
looks
• Ignore social media
• Argue with customers
online
• Defend the indefensible
• ‘Astroturf’ reviews

16. Classic
#failures

17. Classic failure #1
Amy’s Baking Company,
Scottsdale Arizona

18. This is how it
started…
The voice of the
crowd….

19. To which they replied…..

20. …it gets better….

21. It was picked up by the Phoenix Times

22. Then it was added to on Yelp….

23. This then got
them onto
Ramsay’s
Kitchen
Nightmares

24. The ONLY time
Ramsay ever
gave up.

25. And finally, social media meltdown

26. This was apparently ‘hacked’

28. Astonishingly they got 3 stars!

29. Classic failure #2

30. ‘Fireworks’ to celebrate 4th July
posted on Instagram
#smoke #clouds

31. Space Shuttle Challenger
disaster occurred on January 28, 1986

32. Classic failure #2a

33. Classic failure #3

35. Only one of them had access rights to
the company Twitter account…

36. Lesson
Don’t delegate your company social media to
the lowest paid individual just because you
don’t understand it

37. November 1st 2015
This happened….
Classic failure #4

38. What happened next wasn’t funny

39. Classic failure #5

40. Lesson
There are some
things you simply
don’t joke about

41. Classic failure #6

42. Lesson
Don’t be rude to people

43. Summary
• Reputation matters – online as much as offline
• Check your website isn’t the root of the
problem
• Never say anything online that you wouldn't
say to someone’s face
• Think before you post
• Check your reputation online – regularly

44. Final thought
“Better to remain
silent and be
thought a fool
than to speak out
and remove all
doubt.”

45. Keep in touch!
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