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090318 Online Reputation Management

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Ged Carroll

The document discusses online reputation management strategies. It outlines how reputation management has shifted from being reactive and defensive to proactive engagement online. It recommends building goodwill, engaging in discussions, facilitating advocacy, and aggregating user content to manage reputation positively. The presentation also provides a case study of how JetBlue effectively communicated with customers during a travel issue.

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ONLINE REPUTATION MANAGEMENT From issues management to advocacy 18 February 2009 Ged Carroll, Head of digital EMEA – Waggener Edstrom Worldwide
In this presentation ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],| Trainer/s: AN Other, Job title and company |
| 13 January 2008 | Trainer/s: AN Other, Job title and company | My online journey
My online journey ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],| Trainer/s: AN Other, Job title and company |
Accrued view .
| 13 January 2008 | Trainer/s: AN Other, Job title and company | Reputation management
Reputation management ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],| 13 January 2008 | Trainer/s: AN Other, Job title and company |
Reputation management continued ,[object Object],[object Object],[object Object],[object Object],[object Object],| 13 January 2008 | Trainer/s: AN Other, Job title and company | Source: Technorati
Positive reputation management ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],| 13 January 2008 | Trainer/s: AN Other, Job title and company |
Jet Blue case study ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
| 13 January 2008 | Trainer/s: AN Other, Job title and company | Communities
The golden rule ,[object Object],| 13 January 2008 | Trainer/s: AN Other, Job title and company |
How ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],| 13 January 2008 | Trainer/s: AN Other, Job title and company |
Build content ,[object Object],[object Object],[object Object],[object Object],[object Object],| 13 January 2008 | Trainer/s: AN Other, Job title and company |
Facilitating advocacy ,[object Object],[object Object],[object Object],[object Object],| 13 January 2008 | Trainer/s: AN Other, Job title and company |
| 13 January 2008 | Trainer/s: AN Other, Job title and company | Final thoughts
If I could leave you with one word… ,[object Object],[object Object],| 13 January 2008 | Trainer/s: AN Other, Job title and company |
Thanks for your time ,[object Object],[object Object],| 13 January 2008 | Trainer/s: AN Other, Job title and company | www.econsultancy.com All rights reserved. No part of this presentation may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopy, recording or any information storage and retrieval system, without prior permission in writing from the publisher. Copyright © Econsulancy.com Ltd 2009.
Bibliography ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],| 13 January 2008 | Trainer/s: AN Other, Job title and company |

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090318 Online Reputation Management

  • 1. ONLINE REPUTATION MANAGEMENT From issues management to advocacy 18 February 2009 Ged Carroll, Head of digital EMEA – Waggener Edstrom Worldwide
  • 2.
  • 3. | 13 January 2008 | Trainer/s: AN Other, Job title and company | My online journey
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  • 6. | 13 January 2008 | Trainer/s: AN Other, Job title and company | Reputation management
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  • 11. | 13 January 2008 | Trainer/s: AN Other, Job title and company | Communities
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  • 16. | 13 January 2008 | Trainer/s: AN Other, Job title and company | Final thoughts
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Notas do Editor

  1. Good afternoon ladies and gentlemen, my name is Ged Carroll. I am currently EMEA head of digital at a communications agency called Waggener Edstrom. The firm is headquartered out of the US with 16 offices throughout the world. I realise that you may not have heard of us, and that’s fine, but you are likely to have heard of some of our clients including Mastercard and Microsoft. Prior to this I worked for Yahoo! t he internet company here in Europe. I also have a blog that focuses on a mix of culture, design and technology. I want to spend the time on this presentation talking to you about online reputation management and in particular providing some ideas on how you can move this process from being reactive dealing with issues as they come up and taking a more positive proactive stance to reputation management. If you have any questions that we don’t address around this presentation in our time slot, come and find me during a coffee break. I tend to give better answers after a good strong cup of coffee!