From the "Reputation Management: Monitoring Your Brand Online" session at Pubcon Las Vegas 2013. Discussion of enterprise-level reputation monitoring and social listening. Why it matters, considerations in tool selection, and what can be done with it.

1. Reputation Management:
Monitoring Your Brand Online
Pubcon Las Vegas 2013
Rhea Drysdale
CEO, Outspoken Media
rhea@outspokenmedia.com
@Rhea | @OutspokenMedia

2. "Creditworthiness
is like virginity... It
can be preserved
but not restored
very easily."
- Warren Buffett
@Rhea

3. The nation’s
reputation is
unstable...
@Rhea

4. @Rhea

5. ...but the same can
be said of corporate
reputations.
@Rhea

6. "...companies that lead their
industry today have much
less than a 50/50 chance of
being most admired five
years from now."
@Rhea

7. Average reputation
recovery time for a
North American
company is 3.2 years.
@Rhea

8. Weber Shandwick, “The Company Behind the Brand: In Reputation We Trust”
@Rhea

9. In a nationwide period
of uncertainty, your
reputation shouldn’t be
another area of doubt.
@Rhea

10. When we operate
on fear, we make
bad decisions.
@Rhea

11. "The most concrete thing that
neuroscience tells us is that when the
fear system of the brain is active,
exploratory activity and risk-taking are
turned off."
The New York Times, “In Hard Times, Fear Can Impair Decision-Making”
@Rhea

12. Would you rather
operate from a place
of fear or discovery?
@Rhea

13. Stop putting a bandaid
on your problems.
@Rhea

14. Invest in reputation
monitoring.
@Rhea

15. Invest in YOU.
@Rhea

16. “Rhea, I don’t want
_____ to be my legacy.”
@Rhea

17. “But, social listening is expensive.”
@Rhea

18. How much do you
spend on business
insurance for damaged
or stolen property?
@Rhea

19. Reputation monitoring is
insurance.
For your brand.
(If you use it effectively.)
@Rhea

20. Considerations when
selecting a solution:
@Rhea

21. Profiles
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22. Search Phrases
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23. Filters
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24. User Management
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25. Reports
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26. APIs
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27. @Rhea

28. So, what can you do
through monitoring?
@Rhea

29. “Capture the
Conversation”
@Rhea

30. What does that
really mean?!
@Rhea

31. Perform
Market Research
@Rhea

32. Conduct
Competitive Analysis
@Rhea

33. Supplement
Customer Service
@Rhea

34. Inform
Business Decisions
@Rhea

35. Track Success of New
Products/Services
@Rhea

36. Even a little
Business Development
@Rhea

37. Insure
Internal Education
@Rhea

38. PREVENT DISASTER
@Rhea

39. Say hello!
rhea@outspokenmedia.com
t: @Rhea | @outspokenmedia