WEBCON Vancouver - Managing Your Reputation In A Social World
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Transcript of WEBCON Vancouver - Managing Your Reputation In A Social World
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Building Social Communities
Copyright © Neighbourhood Buzz Communications. 2012.
Prepared by: Steve Ballantyne, Director of Business Development at Neighbourhood Buzz
Trusted by Canada’s best property management companies.
Managing your Reputation in a Social Media World
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Thank you for coming!
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#WEBCONVAN
@nbrhoodbuzz is me!
Ask Questions during the presentation.
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In the beginning…
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@georgesbarber?
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@greedisgood
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Where we could be #hopeful
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Is the world going social?
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Is the world going social?
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Is the world going social?
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How People Share online
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Customers are online Prospects are onlineCompetitors are onlinePeople pissed off at your company for no reason are onlineThe future is online
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Why should I go social?
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What makes an online reputation?
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CBC Marketplace Blog
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Facebook & Twitter
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What could have been done?
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Blog response Twitter conversationFacebook conversationsFacebook defense / fact posting / clarificationIntegrate into the PR process
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What is
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What could be
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How it’s done1. Admit the fault - don't try and hide it or justify it.2. Apologize - should come from the top of the organization.3. Indicate the plan to do better/fix the issue - Includes timeline and milestones. 4. Exceed expectations - take the 'crisis' as an opportunity to not just fix the problem but do much better.5. Deliver on expectations - Actually DO what you say you'll do and OVER communicate through the process.
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Who are we looking for?
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Dissatisfied customers Brand de-vangelistsBrand champions & evangelists
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Dissatisfied Customers
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Brand Evangelists
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How do we begin managing our reputation?Free: Google alerts, Hyper alerts Small Business: HootsuiteEnterprise: Radian6
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Google Alerts
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Hootsuite
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Radian 6
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How to address negativity1. Say thank you2. Address the complaint3. Inform on action
you/they should take4. Promise a brighter
future
Always be polite!
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See the magic in action
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How do we handle review sites?
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Trip Advisor
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The integration continues…
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What could be!Keep a finger on all online chatter about your brandCreate positive social media presencePositive testimonials around the webMaintain a watchful eyeManaging your brand, is your company logo being misused?
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Benefits• Increase perception of ‘fair-dealing’ by
immediately addressing questions and correcting misinformation in a public forum
• Early warning system regarding brand or product issues
• Find brand champions and reward to pro-actively influence conversation
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Where are we going?
• More ‘American Style’ review sites ie: www.apartmentratings.com
• More chatter across the social web• Mobile & Twitter increasing speed• More power to the people
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