Private & Confidential | Copyright 2011 @ 121advisor

21 July 2011

WEB REPUTATIONMANAGEMENT

Insurance 2.0 : Engaging andConversing Online

By Don Tan, Senior VPBusiness Consultancy

Private & Confidential | Copyright 2011 @ 121advisor

Insurance 2.0 : Web Reputation Management

21 July 2011Page 2

Why You Need To Manage

“Container” in the Social Web

Listening in the Social Web

Engaging in the Social Web

Private & Confidential | Copyright 2011 @ 121advisor

Consumers have many CHOICES these days!Thanks to the Social Web…

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Watch Intro Video athttp://www.youtube.com/watch?v=SQFQLQWgR7U

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It could be disastrous…… if you’re not listening !

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Unmonitored Issues

Unattended Problems

Unmanaged Grievances

Unexpected Outburst

Private & Confidential | Copyright 2011 @ 121advisor

It could be disastrous…… if you’re not listening !

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Private & Confidential | Copyright 2011 @ 121advisor

Brand Terrorist in the Social Web… if you’re not engaging and managing it !

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Private & Confidential | Copyright 2011 @ 121advisor

You need to be prepared…… prevention is better than cure !

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LISTEN ENGAGECONTAIN

Private & Confidential | Copyright 2011 @ 121advisor

“CONTAINER” IN

THE SOCIAL WEB !21 July 2011

Private & Confidential | Copyright 2011 @ 121advisor

Confine and Manage the Damage… within a Contained Space !

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confine

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Have Your Social Web Channels… confine and manage the noises !

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compliments

grievance

Private & Confidential | Copyright 2011 @ 121advisor

Key Considerations… to start your “Containers” !

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Start Your Own or Support Your Fan’s• Start Early !• Secure your Identify !• Don’t leave it unsupported !

Plan First before You Start• Plan WHERE to do it – where your customers are !• Plan WHAT to put in – important information about you !• Plan WHO to champion it – Social Media Ambassador !

Train Your “Professional” or Use “Trained Professional”• Set Up correctly – e.g. FB page, not person or group• Manage correctly – e.g. marketing vs feedback page• Integrate correctly – avoid redundant effort

Private & Confidential | Copyright 2011 @ 121advisor

LISTENING IN

THE SOCIAL WEB !21 July 2011

Private & Confidential | Copyright 2011 @ 121advisor

Social Media MonitoringA Listening Tool

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Collect Analyze Report

… and many more

Private & Confidential | Copyright 2011 @ 121advisor

Key Considerations… to choose your “Listener” !

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Your Business Requirements• How Wide ?• How Extensive ?• How Critical ?

Your Resources• Trained Resources Availability• Insourcing or Outsourcing

Your Financial Budget• Monthly Software Costs• Insourcing vs Outsourcing Costs

Private & Confidential | Copyright 2011 @ 121advisor

ENGAGING IN

THE SOCIAL WEB !21 July 2011

Private & Confidential | Copyright 2011 @ 121advisor

Engaging and Conversing… be responsive and cool down the outburst !

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Private & Confidential | Copyright 2011 @ 121advisor

Key Considerations… prepare to engage !

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Your Response Team• Establish a Team• Appoint a Champion – Social Media Ambassador !• Train them !

Your Operating Procedures• Define Individual’s Role clearly• Establish response processes : who, what, when, how ?• Prepare responses script / template (avoid pitfalls)

Your Contingency Plan• What if it exploded ? Get help !

Watch Intro Video athttp://www.youtube.com/watch?v=XHXb1Cr7l9k

Private & Confidential | Copyright 2011 @ 121advisor

121ADVISOR

FOR THE SOCIAL WEB21 July 2011

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Start Early…… before it is too late !

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LISTEN ENGAGECONTAIN

Private & Confidential | Copyright 2011 @ 121advisor

About 121advisor’s Social Media ManagementHow Can We Help …

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Social Media Consultancy

Social Channel Setup & Training

Social Network Marketing

Online Reputation Management

Social Media Outsourcing

Private & Confidential | Copyright 2011 @ 121advisor

More Ideas? Follow Webassurance.org!www.Webassurance.org or Facebook.com/Webassurance.org

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Private & Confidential | Copyright 2011 @ 121advisor

THANK YOUWeb : www.121advisor.com | Email : mail@121advisor.com Tel: +60-3-7498-5212 | Fax: +60-3-7955-6363Follow Us : Facebook | Twitter | LinkedIn | YouTube | Webassurance.org BlogAddress : Suite 1208, Level 12 Amcorp Tower, Amcorp Trade Centre, No. 18, Persiaran Barat, 46050 Petaling Jaya, Selangor

21 July 2011