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Managing your Reputation in a Social World
Prepared by: Steve Ballantyne, Director of Business Development at Neighbourhood Buzz
Trusted by Canada’s best property management companies.
Copyright © Neighbourhood Buzz Communications. 2012.

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Thank you for coming!
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Ask Questions during the presentation.
#WEBCON
@nbrhoodbuzz is me!
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Why this presentation is awesome
What makes an online reputation
How to improve your online reputation
Step by step response to a PR crisis
How to get more positive reviews
How to address negativity
The new buying process
What the future holds

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In the beginning…
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@georgesbarber
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@greedisgood
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The shift in communication #scary
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Where we could be #hopeful

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Is the world going social?
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Is the world going social?
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Is the world going social?
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How People Share online
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Why should I be concerned with online reputation?
Customers are online
Prospects are online
Competitors are online
People pissed off at your company for
no reason are online
The future is online
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How prospects look for apartments today
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Same same, but different
“One in two buyers are in some way influenced
in their buying decisions by rating and review
sites; brand integrity now resides in the public
domain.”
Dennis Smillie
Source: Statisfacts (www.statisfacts.com)

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What makes an online reputation?
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What makes an online reputation?

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CBC Marketplace Blog
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Facebook & Twitter
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What could have been done?
Blog defense / fact posting / clarification
Twitter conversation
Facebook conversations
Facebook Integrate into the PR process
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What is
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What could be
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Step by step guide to a PR crisis in a social world
1. Admit the fault - don't try and hide it or justify it.
2. Apologize – through channels that are relevant.
3. Indicate the plan - to do better/fix the issue - Includes
timeline and milestones.
4. Exceed expectations - take the 'crisis' as an opportunity
to not just fix the problem but do much better.
5. Deliver on promises - Actually DO what you say you'll do
and OVER communicate through the process.

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Where to begin?
… start listening
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Who are we listening for?
Dissatisfied customers
Brand de-vangelists
Brand champions & evangelists
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Dissatisfied Customers
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Brand Evangelists
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How do we listen online?
Free: Google alerts, Hyper alerts
Low cost: Hootsuite, Neighbourhood Buzz
Enterprise: Radian6
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Google Alerts
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Hootsuite
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Neighbourhood Buzz “Listen” Tool
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Radian 6
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How do I improve my online reputation?

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How do we influence review sites?
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Can I pull a review down?
Google Places – “Flag as inappropriate” Google will review
Yelp – if it violates terms for service or content guidelines
Myhood.ca – indicate “no” under helpful, will investigate
Bedbug registry – contact site, will mark as “disputed”
Author can always take down their review. Try reaching out to
them directly.
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Can I respond to a review?
Yes
Google Places – “Business Owner Response”
Yelp – Publicly & privately
Bedbug registry – publicly
Nope
Myhood.ca – contact site only
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How do I influence search?
… produce your own unique content
Produce your own unique content

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How do I influence social?
… engage!

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How to address negativity
1. Say thank you
2. Address the
complaint
3. Inform on action
you/they should take
4. Promise a brighter
future
Always be polite!
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See the magic in action
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How do you get more positive reviews?
… ask!

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Trip Advisor
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The integration continues…
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What could be!
Listen to all online chatter about your
brand
Influence to create the web presence you
want
Positive testimonials around the web
Maintain a watchful eye
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Benefits
More business, more easily. Prospects are sold
before they meet you, because they already
trust you
Early warning system regarding brand or
product issues
Find brand champions and reward to pro-
actively influence conversation
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Where are we going?
More ‘American Style’ review sites ie:
www.apartmentratings.com
More chatter across the social web
Mobile & Twitter increasing speed
More power to the people
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The new buying process

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Get Started Today!
Come by our booth to get a free
snapshot of your building’s reputation
and online visibility
Click HERE for a free online reputation snapshot

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Thank You!
steve@neighbourhoodbuzz.com
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