This time it’s personal: tips for effective social media and reputation management
No matter the size of the company, comms and marketing must be prepared for the unexpected, including the downright ugly. Julie Delaforce reveals her tips to taking control of your brand’s reputation online.
The Scouts called it back in 1907: Be prepared.
The best advice stands the test of time – even as times change. When it comes to social media and reputation management, the Scouts’ mantra rings truer than ever today.
Why? Because for all the risks associated with doing business in the online world, your greatest risk is having no social media strategy.
Awesome article to sum up productive social engagement – forwarding to bosses now! 🙂
Thanks Julie!
Physicians are especially susceptible to reputation tarnishment which severely impact their revenue. Physicians need to be proactive instead of reactive when it comes to ORM.
A great summary with lots of useful tips! I’m not sure that the folks at Census handled things as well as they could have, however. They were responding individually to many posts (and there were a LOT of posts!), but the information they shared wasn’t always relevant to the queries. This can be seen in the example you showed. As you’ve mentioned, responding personally is so important, but care needs to be taken to ensure the customer is being heard and that the resolution offered by the brand is appropriate. For example, if someone is having trouble with your website, don’t suggest they visit the help section of said website.
Use suggestions for further communication via email or phone as a last resort, and always treat each complaint as a standalone issue. It’s frustrating as a customer to see a standard response to all queries.
On the other hand, Woolies and QPS are masters at walking the fine line between the serious/business and showing their human side. More businesses should learn from them and educate their staff.
The article is nice. By knowing the step by step process in social media strategy we can control our temper.