Social media super hero reputation management
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Yvette Adams Director of The Creative Collective provides insightful presentation slides on Reputation Management as presented at The Creative Collective's Become a Social Media Super Hero workshop. This presentation will help you learn more about social media and how it can impact your business.
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Social media super hero reputation management
- 1. Become a Social Media Super Hero Take the ‘fear factor’ out of flying…get surveillance
- 2. There’s a lot going on in social media right now…
- 3. With all these mediums, conversations are going to happen online about you / your service / your product / your business / your competitors / your industry these days, WHETHER YOU LIKE IT OR NOT
- 4. So you can choose to participate....or bury your head in the sand and pretend it’s not happening.
- 5. Or you can participate. Remember the ‘party analogy’ Monitor conversations first - LISTEN Introduce yourself and start conversations, ask questions - ENGAGE Answer questions, give advice, if appropriate (i.e. if you can be helpful) – CONTRIBUTE Share the advice if you believe in it (and encourage others to share yours)
- 6. If you don’t like what they say…
- 9. Feedback is good (and consumers will talk regardless)
- 10. We don't live in a perfect world and no one expects your business to be perfect (okay some do!)
- 11. In fact, if you had nothing but 5-star reviews across the board it might strike consumers as a bit suspect, is anybody REALLY that perfect?
- 12. Also, negative reviews offer a golden opportunity, to go above and beyond. See: http://consumerist.com/customer-service/above-and-beyond/
- 14. Choose when to do something about it, and whento let it go!
- 15. ‘Kill them with kindness’
- 16. Ask them how you can fix it...show you care
- 17. Personally see it through to the end
- 20. http://search.twitter.com/ Like Google’s search engine but just for Twitter!
- 21. http://www.google.com/alerts Good comprehensive option to pick up mentions on Google.
- 22. http://www.samepoint.com Tracks all social media, so should be able to find mentions of your business on Facebook and Twitter as well as on blogs.
- 24. But what if it’s your staff who are talking?
- 25. Catherine Deveny's (The Age) Logienight tweets… “Rove and Tasma look so cute . . . hope she doesn't die, too.” "I do so hope Bindi Irwin gets laid".
- 28. What if the usual person is away?
- 29. When are they allowed to post? – As often as they like? A few times a day? Daily? Weekly?
- 30. WHAT are they allowed to post? Random musings? Work related?
- 31. WHERE can they post to? Just Twitter? Facebook Page & Twitter?
- 32. What is the screening process? Free for all? None at all? Scheduled but approved?And if you need help…talk to us!
- 33. Social networking meets local search marketing…
- 34. Social networking meets search marketing…
- 35. Facebook is having a crack too…
- 36. Free Twitter report or Web Grader report with our advice – free to first 5 people
- 37. Or integrate your entire online activity - Hubspot
- 38. Stay in contact! www.facebook.com/thecreativecollective www.twitter.com/creativecollect www.linkedin.com/company/781000 www.youtube.com/dacreativecollective Join our database www.thecreativecollective.com.au 07 545 11315
Editor's Notes
- In case you hadn’t noticed, there is a fair bit happening online these days.
- Hands up if you have seen this do the rounds. I had to include it in today’s presentation. It’s a classic. It is very easy to vent on social media but the consequences can be massive. If you were this girl’s employer you’d be glad you were aware of her posts right?
- This lovely lady may be looking smug on her stool right now, but she was toppled last year when she tweeted the logies and got fired as a columnist for The Age with these lovely comments about much loved Aussie icons. Her retort? “ “ the Aussie public didn’t agree. Goneskis.
- However you can take it too far. For some it becomes a guilty obsession. They can’t help themselves… to the point of no return…quite simply, it is an addiction.
- Hands up if you have seen this do the rounds. I had to include it in today’s presentation. It’s a classic. It is very easy to vent on social media but the consequences can be massive. If you were this girl’s employer you’d be glad you were aware of her posts right?