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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.

Publicada em: Carreiras, Negócios, Tecnologia
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Social media super hero reputation management

  1. 1. Become a Social Media Super Hero<br />Take the ‘fear factor’ out of flying…get surveillance<br />
  2. 2. There’s a lot going on in social media right now…<br />
  3. 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<br />
  4. 4. So you can choose to participate....or bury your head in the sand and pretend it’s not happening.<br />
  5. 5. Or you can participate. Remember the ‘party analogy’<br />Monitor conversations first - LISTEN<br />Introduce yourself and start conversations, ask questions - ENGAGE<br />Answer questions, give advice, if appropriate (i.e. if you can be helpful) – CONTRIBUTE<br />Share the advice if you believe in it (and encourage others to share yours)<br />
  6. 6. If you don’t like what they say…<br />
  7. 7.
  8. 8. Be prepared to let go of your<br />brand, at least just a little…<br /><ul><li>It may seem scary at first but it could be the best thing you’ve ever done.
  9. 9. Feedback is good (and consumers will talk regardless)
  10. 10. We don't live in a perfect world and no one expects your business to be perfect (okay some do!)
  11. 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. 12. Also, negative reviews offer a golden opportunity, to go above and beyond. </li></ul>See: http://consumerist.com/customer-service/above-and-beyond/<br />
  13. 13. So GO to the party…but go prepared!!!<br />Your options:<br /><ul><li>Get tracking in place – Google Alerts & more
  14. 14. Choose when to do something about it, and whento let it go!
  15. 15. ‘Kill them with kindness’
  16. 16. Ask them how you can fix it...show you care
  17. 17. Personally see it through to the end
  18. 18. Saturate the market with ‘good stuff’</li></li></ul><li>To do this you don’t need this…<br />
  19. 19. Try this....<br /><ul><li>http://www.tweetbeep.com Track what people say on Twitter.
  20. 20. http://search.twitter.com/ Like Google’s search engine but just for Twitter!
  21. 21. http://www.google.com/alerts Good comprehensive option to pick up mentions on Google.
  22. 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.
  23. 23. http://www.technorati.comIf you expect most of your customers to be talking about you on blogs, you need a</li></ul>Technorati account. You can do one-off searches of the blogosphere for your business, but you can also automate your searches by using a Watchlist (look under the Favourites tab)<br /><ul><li>http://www.socialmention.comLike Google Alerts but for social media.</li></li></ul><li>
  24. 24. But what if it’s your staff who are talking?<br />
  25. 25. Catherine Deveny's (The Age) Logienight tweets…<br />“Rove and Tasma look so cute . . . hope she doesn't die, too.”<br />"I do so hope Bindi Irwin gets laid".<br />
  26. 26.
  27. 27. Well…you need a social media policy!Consider…<br /><ul><li>Who will be allowed to post - All listings have an option to leave a review, so encourage some of your favorite customers or clients to leave a review for you.
  28. 28. What if the usual person is away?
  29. 29. When are they allowed to post? – As often as they like? A few times a day? Daily? Weekly?
  30. 30. WHAT are they allowed to post? Random musings? Work related?
  31. 31. WHERE can they post to? Just Twitter? Facebook Page & Twitter?
  32. 32. What is the screening process? Free for all? None at all? Scheduled but approved?</li></ul>And if you need help…talk to us!<br />
  33. 33. Social networking meets local search marketing…<br />
  34. 34. Social networking meets search marketing…<br />
  35. 35. Facebook is having a crack too…<br />
  36. 36. Free Twitter report or Web Grader report with our advice – free to first 5 people<br />
  37. 37. Or integrate your entire online activity - Hubspot<br />
  38. 38. Stay in contact!<br />www.facebook.com/thecreativecollective<br />www.twitter.com/creativecollect<br />www.linkedin.com/company/781000<br />www.youtube.com/dacreativecollective<br />Join our database<br />www.thecreativecollective.com.au<br />07 545 11315<br />