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Reputation Management and Social Media

How to do reputation management in social media - without social spam; A one day course...

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Reputation Management and Social Media

  1. 1. 1ReputationManagement& SocialMediaA no-nonsense guide toreputation managementand social mediaDr Paul MarsdenSocial PsychologistSocial Media Strategy
  2. 2. 2“If you lose money for the firm Iwill be understanding. If youlose reputation I will beruthless.”Warren Buffet
  3. 3. 3“It takes 20 years to build areputation and five minutes toruin it. If you think about that,youll do things differently.”Warren Buffet
  4. 4. 4Dr Paul MarsdenPsychologistReputation Manager
  5. 5. How can I help make today better for you?5About YouWhat interests you about this course?What experience do you have already?What do you want to take away?
  6. 6. What we’ll cover today....6• Understanding the mechanisms through which content and search define yourorganisation’s reputation• Designing monitoring systems to deliver intelligence about your reputation in socialmedia• Influencing what Google says about you including the science of Search EngineOptimisation (SEO)• Creating engaging Web content designed to catch the attention of Google,including online news releases• Design a content strategy for your organisationReputation management with social media‘JET’ approach: Just Enough Technology
  7. 7. Online reputation management:What are you already doing?71. Increasing visibility of company-published materials in search enginesto push down negative content2. Publishing original positive contentonline, to outperform negative resultsin a search3. Actively managing entries onWikipedia, the world’s encyclopedia4. Submitting news stories toauthoritative websites in order topromote presence and supressnegative content5. Organising, as required, legal take-down ‘cease-and-desist’ requests forlibelous content6. Working to achieve mentions of theorganisation in third-party sites thatrank highly in Google7. “Astroturfing” third-party websites toengineer and place positive commentsor lash out against negative ones*8. Proactively offering free products andservices to prominent commentatorsand reviewers9. Proactively responding to publiccriticism stemming from recentchanges10.Using social media as a channel forreputation-building service delivery* Controversial
  8. 8. 8Your reputation is what people say about you when youleave the room...
  9. 9. 9Reputation: (n) 1. The beliefs or opinions thatare generally held about someone orsomething. 2 A widespread belief thatsomeone or something has a particularcharacteristicOxford English Dictionary
  10. 10. 10Reputation: (n) Collective representation ofmultiple constituencies images of a companybuilt up over timeBusiness DefinitionArgenti, P., and J. Forman (2002). The power of corporate communications: Crafting the voice and image of your business, McGraw-Hill, New York
  11. 11. 11IMAGEIDENTITY vswhat you say about yourself‘self presentation’what others say about you‘collective representation’Reputation Management
  12. 12. Business case for reputation management: Reputationleaders grow 2x as fast as competitors12
  13. 13. On a 10 point reputation scale, 1 point difference is worth$500m for large corporations13Black, E., T. Carnes, and V. Richardson (2000). ‘The market value of corporate reputation,’ Corporate Reputation Review, 3(1), 31-42.$500m
  14. 14. Importance of reputation to senior management140%25%50%75%100%94%90%89%86%86%83%76%71%USCanadaUKBelgiumFranceItalyNetherlandsGermanyKitchen, P. J., and A. Laurence (2003). ‘Corporate reputation: an eight-country analysis,’ Corporate Reputation Review, 6(2), 103-117.% senior managers rating company reputation as ‘very important’ in achievingcorporate objectives
  15. 15. Reputation management simply defined15Reputation management is the practice ofunderstanding and influencing an individuals ororganisation’s reputation
  16. 16. Online reputation management simply defined16Online reputation management is the practiceof understanding and influencing an individualsor organisation’s reputation using online tools
  17. 17. Online reputation management basics:Can reputation really be managed?17“Attempting to manage one’s reputation mightbe likened to trying to manage one’s ownpopularity (a rather awkward, superficial andpotentially self-defeating endeavour).”Hutton, J. G., M. B. Goodman, J. B. Alexander, and C. M. Genest (2001). ‘Reputation management: The new face of corporate public relations,’ Public Relations Review, 27, 249
  18. 18. Reputation management basics:What doesn’t work...18socialresponsibilityreputation$industryrelationsreputation$corporateadvertisingreputation$Hutton, J. G., M. B. Goodman, J. B. Alexander, and C. M. Genest (2001). ‘Reputation management: The new face of corporate public relations,’ Public Relations Review, 27, 249
  19. 19. Online reputation management basics:What doesn’t work: Valueless social spam19
  20. 20. Online reputation management basics:What doesn’t work: Online PR stunts20
  21. 21. Online reputation management basics:What doesn’t work: Online PR stunts21
  22. 22. Online reputation management basics:What works 1: Expectation-beating experiences22
  23. 23. Reputation Management Basics:What works 1: Expectation-beating experiences2380% of variation in reputation is accounted for bythe degree experience beats expectationsWeber Shandwick Research 2009“Be obsessed with your product or service: Nothingcomes close to superior product quality ininfluencing the way people feel about yourorganisation.”Hutton, J. G., M. B. Goodman, J. B. Alexander, and C. M. Genest (2001). ‘Reputation management: The new face of corporate public relations,’ Public Relations Review, 27, 249
  24. 24. Online reputation management basics:Delivering digital value with digital services24Reputation Management = Experience Management
  25. 25. Online reputation management basics:Delivering digital value with digital services25
  26. 26. Online reputation management basics:Delivering value with digital services26
  27. 27. Online reputation management basics:What works 2...Managing visibility27how do you hide a body?
  28. 28. Reputation management basics:What works 2...Managing visibility28how do you hide a body?Place it on page 2 of Google
  29. 29. Online reputation management basics:What works 2...Managing visibility29Google loves social media
  30. 30. Online reputation management basics:What works 2...Managing visibility30Google loves social mediaSocial media: Any online media that supportssocial interaction and user contributions
  31. 31. Online reputation management basics:What works 2...Managing visibility31everything(website archive)video(YouTube)links/images(Twitter)documents(Slideshare)facts(Wikipedia)Uploading company-published materialAds, reports, annual reports, guides...
  32. 32. Online reputation management basics:What works 3... Real-time information service (crises)32
  33. 33. Reputation management basics:Reputation monitoring: “Would you recommend us...?”33% - %Reputation=“Net Promoter Score”
  34. 34. Reputation management basics:Reputation monitoring: “Would you recommend us...?”340 1 2 3 4 5 6 7 8 9 10If a friend or colleague was looking for a _______, how likely wouldyou be to recommend us?...Extremely likelyNot at all likely...* For employees, how likely would you be to recommend us as a place to work to a friend?
  35. 35. Reputation management basics:Monitoring reputation online35website popup / online survey online sentiment monitoringsoftwarereachofmentionsNet sentiment (positive - negative mentions)Google Alerts
  36. 36. Discussion point36What to Monitor• Organisation name• Trademarks• Key personnel• Sector issues• Key competitors / partnersDiscussion PointIdentify top 10 Google Alerts for yourorganisation and explain why you chosethem...
  37. 37. Summary37• Your ‘reputation’ is what other people think and say about you; a collectiverepresentation of multiple constituencies images of a company built up over time• Your reputation matters to your orgnaisation’s success; those with the strongestreputation grow twice as fast as the competitor average• Online reputation management is the practice of understanding and influencing anindividuals or organisation’s reputation• Reputations cannot be manufactured; they are largely an effect of the quality ofexperience you deliver• Three solutions for online reputation management, delivering reputation-buildingservices online, managing visibility, fast and helpful crisis communications• Reputation can be simply monitored using ‘propensity to recommend’ (NPS) usingsoftware, including Google Alerts
  38. 38. 38BREAK
  39. 39. 39Managing reputation online during crises
  40. 40. Social media is realtime media ideal for crisis situationswhen people need clear information fast40
  41. 41. Reputational damage often comes not from the crisis itselfbut inadequate provision of timely and helpful information41
  42. 42. Reputational damage often comes not from the crisis itselfbut inadequate provision of timely and helpful information42Reputational damage can be limited during acrisis by using social media to provide a usefuland timely information service
  43. 43. Discussion point43Discussion PointCan you think of a possible crisis scenario duringwhich it would be helpful to provide a realtimeinformation service online to help thoseconcerned?
  44. 44. But social media can also precipitate reputational crises44
  45. 45. But social media can also precipitate reputational crises45
  46. 46. A realworld JET - Just Enough Technology - solution46
  47. 47. Three key tools47Wordpress ‘blog’ as communication hubTwitter feed for quick updates YouTube channel for executive interviews
  48. 48. Four point plan481. Manage Issues 2. Plan & Prevent3. Crisis Response 4. Post-Crisis Response
  49. 49. 49Issues management with social media1. Assign resources – human, economic and technological – to online issuesmanagement. Consider whether an external agency or service can be of help2. Draw up a list of potential issues and risks faced by your organisation and prioritisefocus based on probability of occurrence x potential impact3. Establish an efficient online monitoring alert system; set up alerts for key issues,and key issues with your organisation mentioned4. Map online influencers using Google searches (web, blog, news) and Twittersearch to identify key influencers (journalists, bloggers, forum hosts, activists)around sector issues5. Consider starting a corporate blog to discuss issues in the spirit of honesty andtrasparency, and engage with online influencers by commenting on their content6. Draw up online communication guidelines for staff, who can publish what, whenand how online7. Train the team on communicating online (realtime, human, transparent, multimedia)
  50. 50. 50Issues management with social mediaAssess themessageEvaluate thepurposeDo you wantto respondTake reasonableaction to fix issueand let customerknow action takenNo responseUnhappycustomer?Are the factscorrect?Dedicatedcomplainer?Comedianwant-to-be?Are the factscorrect?Is the problembeing fixed?Does customerneed/deservemore info?Gently correct thefactsExplain what isbeing done tocorrect the issueLet content standand monitorThank thepersonRespond inkind and shareCan you addvalue?NoYesNoNegativePositiveYesNoNoYesYesNoYesNoNoYesThird Party ContentIf, when and how to respond tonegative content online...Adapted from the US Army
  51. 51. 51Planning and prevention with social media1. Consider developing your crisis manual online: it is easier to update and maintainthan hard-copy, and it offers the possibility to include links to multiple sources ofinformation and databases2. Put together 24/7 rapid response crisis communications team, share contact info.,assign responsibilities; overall, internal communication, external communication3. Decide who will be able to publish what, where and how during a crisis, and getsign-off4. Create hidden or ‘dark’ blog on your website to be used in case of a crisis, andget sign-off for Google advertising to promote it if it goes live5. Register top negative domain names,,, CompanyNameDisaster.com6. Evaluate in-house capabilities to develop graphic, video, and audio files that couldbe quickly distributed online - partner with a third party if necessary7. Test the plan: Scramble your rapid response communications team out of hours atleast once a year and run an extending training scenario
  52. 52. 52Crisis response using social media1. Scramble your Rapid Response Crisis Communications team, and alert seniormanagement to the crisis that is unfolding2. Go public as soon as possible by making your crisis blog live and visible with latestinformation, updates and instructions; promote with Google Ads• Place obvious link to your crisis blog on home page, keep information true,helpful and brief, explain how you are resolving the situation, respond tolegitimate questions honestly - this is not the time for spin. Acknowledge theemotional dimension of the situation “We understand/realise this is frustrating,confusing...” Get CEO to personally address visitors to your crisis blog (post,video post). Provide links to independant reputable third-party sites covering theissue. Update crisis blog regularly, at least every hour in acute phase of crisis,confirming when the next update will come3. Update staff on the situation, and on any changes to traditional and onlinecommunications during the crisis4. Reach out to key online contacts (bloggers, journalists, page/forum moderators)by email and text with a personal message and a latest update, pointing them toyour crisis blog
  53. 53. 53Post-crisis response using social media1. Continue monitoring mentions of the event through online media monitoring,during the months – and even years – to come2. Thank those who helped the organisation during the crisis on your blog, Twitterfeed and YouTube channel. And thank your custemers for their loyalty3. Update the orgnaisation’s online properties appropriately, editing or updating anylegacy content4. Conduct an audit of what happened and how the organisation responded, so thatthe crisis plan and can be properly adapted.5. Pay particular attention to monitoring your reputational health (e.g. NPS) post-crisis
  54. 54. 54BREAK
  55. 55. 55Managing visibility online
  56. 56. 56Your reputation is what Google says it is...
  57. 57. "Google is not a search engine. Google is a reputation-management system...” Clive Thompson - Wired57
  58. 58. Online reputation management basics:What works 2...Managing visibility58All you need to know about SEOGoogle media...inbound links...fresh content...stuff people search forFree software automatically optimises yourcontent for Google (All-in-one-SEO)
  59. 59. 59You can’t stop Google reporting negative content, but youcan influence where it reports it...1 2 3 4 5 6 7 8 9 10 Next
  60. 60. 1. Increase visibility of company-published materials insearch engines to push down negative content60everything(website archive)video(YouTube)links/images(Twitter)documents(Slideshare)facts(Wikipedia)Uploading company-published materialAds, reports, annual reports, guides...
  61. 61. 2. Publishing original and compelling positive contentonline, to outperform negative results in a search61Themed Content Hub (e.g. Blog on Industry Trends & Issues)Reports, Guides,EbooksLinks, ImagesInterviews,Events, Shows
  62. 62. Discussion point62Discussion PointCan you think of two themes for themed blogs youcould run that would interest key stakeholders?What text, video, and image content could youoffer?
  63. 63. 2. Publishing original positive content online, tooutperform negative results in a search63Thought Leadership Blog on Industry Trends & Issues• Pick a relevent topic that people find interesting/search for (Google Traffic Estimator)• Focus, focus, focus - choose a theme and stick with it• Adopt a human, personable style• Don’t simply offer facts, offer an interpretation/point of view• Make sure what you share is worth sharing• Use words and language people use to search (Google auto-complete/Adwords)• Lead with the headline - draw people in• Use snappy section titles• Keep content bite-sized (500 words max/2 min video)• For SEO (search engine optimisation) use an automatic plugin (e.g. All-in-one-SEO)• Keep sentences and paragraphs short• Use images and video (hosted externally on YouTube)• Avoid Flash (Google can’t read it)Google-friendly and human-friendly content creation
  64. 64. 3. Actively managing entries on Wikipedia, the world’sencyclopedia64
  65. 65. 3. Actively managing entries on Wikipedia, the world’sencyclopedia65Wikipedia management guidelines1 Register an account2 Learn the five pillarsI Wikipedia is an encyclopediaII Wikipedia is written from a neutral point of viewIII Wikipedia is free content than anyone can edit, use, modify and IV distributeV Editior should interest with each other in a respectful and civil manner3 Be bold, but not reckless4 Know your audience5 Do not infringe copyright6 Cite, cite, cite7 Avoid shameless self-promotion8 Share your expertise, but dont argue from authority9 Write neutrally and with due weight
  66. 66. 4. Submitting news stories to authoritative websites inorder to promote presence and supress negative content66
  67. 67. 5. Organising, as required, legal take-down ‘cease-and-desist’ requests for libelous content67
  68. 68. 6. Working to achieve mentions of the organisation inthird-party sites that rank highly in Google68Guest PostsInterviewsSpecial Reports‘Exclusives’Ads for CoverageInvitationsLunch ‘Briefings’
  69. 69. 7. “Astroturfing” third-party websites to place positivecomments or lash out against negative ones69
  70. 70. 8. Proactively offering free products and services toprominent commentators and reviewers70
  71. 71. 9. Proactively responding to public criticism stemmingfrom recent changes or events71
  72. 72. 10. Using social media as a channel for reputation-building service delivery72
  73. 73. Discussion point73Discussion PointWhich are your top 3 of these 10 contentmarketing solutions for generating visibility withsocial media? Why?
  74. 74. 74BREAK
  75. 75. Using social media as a channel for reputation-buildingservice delivery75
  76. 76. Let’s start with a quick intelligence test...76Ben Tim
  77. 77. Which box will Tim open to play with the bricks?77Ben Tim
  78. 78. Congratulations, you passed the TOM intelligence test!782. You are more than 5 years old1. You are not a Zombie! (consciousness)3. You are ‘socially intelligent’!
  79. 79. Social intelligence79“A wise man learns from the experience ofothers, a fool by his own”Ψ Social Intelligence: Ability to understand and learn from each other and profit from social situations
  80. 80. Q: How can we build reputation with social media?A: By helping people use their social intelligence80Social-as-a-Service
  81. 81. Helping people use their social intelligence81
  82. 82. Helping people use their social intelligence82
  83. 83. Helping people use their social intelligence83
  84. 84. Helping people use their social intelligence84
  85. 85. 8510 Ways to Build Reputation withSocial Media* Action not Talk* Online media that supports social interaction and user contributions
  86. 86. 1. Put stars everywhere...86
  87. 87. 1. Put stars everywhere...87
  88. 88. 2. Own a star system...88
  89. 89. 1. Put stars everywhere...89
  90. 90. 3. Be a star system...90
  91. 91. 4. Take a bite out of Apple...91Promoter Experience Management
  92. 92. 4. Take a bite out of Apple... ‘PXM’92Promoter Experience Management$2446$1927Total Promoter ValueSalesValueReferralValue$4373
  93. 93. 5. Make everything shareable9328 149 82 32‘Owned’ Media‘Earned’ Social Media
  94. 94. 6. Host a hub94
  95. 95. 7. Reward referrals95$31,500 $486,090Kumar, Petersen, and Leone. "How Valuable Is Word of Mouth? ." Harvard Business Review (2007)
  96. 96. 8. Realign marketing... with reasons-to-recommend9640% of your PromotersHaven’t Recommended
  97. 97. 8. Realign marketing... with reasons-to-recommend9740% of your PromotersHaven’t RecommendedWendell Wilkie (R)Franklin D Roosevelt (D)
  98. 98. 9. Tango with Tuangou98
  99. 99. 9. Tango with Tuangou99
  100. 100. 10. Don’t tell stories, Be the story100
  101. 101. Discussion point101Discussion PointWhat service could you offer that’s worthrecommending using social media?
  102. 102. Summary: Social as a Service102Real Reputation Management with Social Media1. Help people use their social intelligence2. Help people make recommendations3. Deliver helpful services worth recommending
  103. 103. Summary: Social as a Service103Real Reputation Management with Social Media1. Help people use their social intelligence2. Help people make recommendations3. Deliver helpful services worth recommending“Our reputationmangementstrategy issimple; it’shappy clientstalking”
  104. 104. Summary: 10 ways to build reputation by helping peoplewith social media powered services...1041. Put stars everywhere2. Own a star system3. Be a star system4. Take a bite out of Apple5. Make everything sharable6. Host a hub7. Reward referrals8. Realign marketing9. Tango with Tuangou10. Don’t tell Stories, Be the Story
  105. 105. 105WRAP UP
  106. 106. Three things...106• Manage visibility• Real-time information service (during crises)• Social-as-a-ServiceReputation management with social media
  107. 107. Your top 3 take-outs from today...107• ...• ...• ...Reputation management with social media