By I. Sadiq Gill Keirin
The best time to do online reputation management is when you don't need
online reputation management.
Whether you like it or not, people – customers, prospects, competitors
and haters – are talking about your business and its products and
services on the Internet.
They're writing blogs.
They're commenting on forums.
They're writing reviews, some of which are written only to cause you harm.
They're asking their Facebook friends about you.
They're complaining about the tiniest details on Twitter.
Are you listening?
Before you are forced to react to an immediate online reputation
management (ORM) issue, you must be proactive in establishing a strong
reputation on the Internet.
If you're not actively reviewing your online reputation and you don't
have a plan in place, then you're setting yourself – and your business
– up for disaster.
Don't worry. It's never too late to get started. Even if some damage has
already been done (i.e., bad reviews, negative comments, etc.), you can
create a plan to begin mending a few "fences" and moving forward.
The first steps to being proactive with your online reputation are as
follows: check for current damage, make repairs if necessary, and then
take action to become more assertive and engaging with your online audience.
Step One: Check your personal and professional online history.
Begin with simple Google searches of your name. Check for previous
addresses, photos, videos, comments, etc., connected to your name.
Sources such as www.123people.com are excellent tools for reviewing your
personal history. Make sure you check your full legal name, too (e.g.,
search for “Robert A. Smith” instead of just “Bob Smith”).
Always check Facebook. Facebook is a potential source of personal and
professional disasters, such as that which may occur when someone from
your college days decides to post a picture of you getting hammered at a
toga party.
If your company has other executives (president, vice president, etc.)
or a board of directors, check their personal and professional online
history as well. One Midwestern company is currently catching some grief
from local media (and customers) because a member of its board of
directors made an unpopular move with a separate company he owned. His
online reputation has put the company he advises in an uncomfortable
situation.
Step Two: Research your company name and brand.
After performing basic searches in Google, create Google Alerts (free
service) so that you’ll be alerted via e-mail anytime someone mentions
your company name or brand online.
Be sure to conduct initial searches on Twitter, Facebook, LinkedIn and
YouTube, as well.
You can also sign up for paid services that will monitor your company’s
online reputation activity – good or bad – and notify you of any events
within the hour.
Step Three: Repair any damage, if necessary.
As a result of your research, you may discover that your reputation has
already suffered a little damage online. This might include bad or fake
reviews, forum comments, Twitter posts about poor service, etc.
Depending on the amount of damage, you might be able to respond to each
negative comment or review in a professional manner. In some cases, a
simple (but sincere) apology will go a long way to show that you are
willing to fix the problem. This will also give potential customers the
impression that you’re an engaged business owner who will listen and
respond to customers.
If the damage is more serious – bad press, court proceedings, lawsuits,
legal matters, etc. – then you should consider working with an online
reputation management professional or service to help you rebuild your
online reputation. Keep in mind, however, that repairing a badly damaged
reputation is a slow process, requiring a lot of time and work.
Step Four: Write awesome content for your website.
You can start improving your online reputation and online audience
engagement by writing and providing better content on your website.
Articles and white papers offer more information about your products and
services. Write and post a “Frequently Asked Questions” document that
answers some common questions about your company.
Write and share up-to-date information on your company’s blog. Plan on
posting one (or more) blog posts per week; you’re not going to seem very
engaged if you only post once a month. Here, you can share industry
news, opinions, brief overviews of articles and white papers (with links
pointing to where customers can find them on your website), and more.
Encourage and allow readers to comment on your blog. Start a conversion
with them on your blog.
Step Five: Get busy with social media.
Like it or not, you’re going to have to join the social media club.
Again, your customers and potential customers are talking about your
company and its products and services on Facebook, Twitter and other
social networks. You should be there to “listen” and engage them in
conversation.
Bad news can travel fast on social media. However, people appreciate it
when someone listens to their complaints about a product or service and
helps them solve their problems. You can regularly check on your social
media reputation management status with the help of an ORM subscription
service, or you can become more proactive by creating Twitter searches
and filters on targeted keywords.
Don’t wait for something bad to happen. Get involved now. Answer
questions on social media, even if it doesn’t result in a sale. Show
that you are willing to help and educate.
Remember, your reputation’s at stake.
The best time to do online reputation management is when you don't need
online reputation management.
Whether you like it or not, people – customers, prospects, competitors
and haters – are talking about your business and its products and
services on the Internet.
They're writing blogs.
They're commenting on forums.
They're writing reviews, some of which are written only to cause you harm.
They're asking their Facebook friends about you.
They're complaining about the tiniest details on Twitter.
Are you listening?
Before you are forced to react to an immediate online reputation
management (ORM) issue, you must be proactive in establishing a strong
reputation on the Internet.
If you're not actively reviewing your online reputation and you don't
have a plan in place, then you're setting yourself – and your business
– up for disaster.
Don't worry. It's never too late to get started. Even if some damage has
already been done (i.e., bad reviews, negative comments, etc.), you can
create a plan to begin mending a few "fences" and moving forward.
The first steps to being proactive with your online reputation are as
follows: check for current damage, make repairs if necessary, and then
take action to become more assertive and engaging with your online audience.
Step One: Check your personal and professional online history.
Begin with simple Google searches of your name. Check for previous
addresses, photos, videos, comments, etc., connected to your name.
Sources such as www.123people.com are excellent tools for reviewing your
personal history. Make sure you check your full legal name, too (e.g.,
search for “Robert A. Smith” instead of just “Bob Smith”).
Always check Facebook. Facebook is a potential source of personal and
professional disasters, such as that which may occur when someone from
your college days decides to post a picture of you getting hammered at a
toga party.
If your company has other executives (president, vice president, etc.)
or a board of directors, check their personal and professional online
history as well. One Midwestern company is currently catching some grief
from local media (and customers) because a member of its board of
directors made an unpopular move with a separate company he owned. His
online reputation has put the company he advises in an uncomfortable
situation.
Step Two: Research your company name and brand.
After performing basic searches in Google, create Google Alerts (free
service) so that you’ll be alerted via e-mail anytime someone mentions
your company name or brand online.
Be sure to conduct initial searches on Twitter, Facebook, LinkedIn and
YouTube, as well.
You can also sign up for paid services that will monitor your company’s
online reputation activity – good or bad – and notify you of any events
within the hour.
Step Three: Repair any damage, if necessary.
As a result of your research, you may discover that your reputation has
already suffered a little damage online. This might include bad or fake
reviews, forum comments, Twitter posts about poor service, etc.
Depending on the amount of damage, you might be able to respond to each
negative comment or review in a professional manner. In some cases, a
simple (but sincere) apology will go a long way to show that you are
willing to fix the problem. This will also give potential customers the
impression that you’re an engaged business owner who will listen and
respond to customers.
If the damage is more serious – bad press, court proceedings, lawsuits,
legal matters, etc. – then you should consider working with an online
reputation management professional or service to help you rebuild your
online reputation. Keep in mind, however, that repairing a badly damaged
reputation is a slow process, requiring a lot of time and work.
Step Four: Write awesome content for your website.
You can start improving your online reputation and online audience
engagement by writing and providing better content on your website.
Articles and white papers offer more information about your products and
services. Write and post a “Frequently Asked Questions” document that
answers some common questions about your company.
Write and share up-to-date information on your company’s blog. Plan on
posting one (or more) blog posts per week; you’re not going to seem very
engaged if you only post once a month. Here, you can share industry
news, opinions, brief overviews of articles and white papers (with links
pointing to where customers can find them on your website), and more.
Encourage and allow readers to comment on your blog. Start a conversion
with them on your blog.
Step Five: Get busy with social media.
Like it or not, you’re going to have to join the social media club.
Again, your customers and potential customers are talking about your
company and its products and services on Facebook, Twitter and other
social networks. You should be there to “listen” and engage them in
conversation.
Bad news can travel fast on social media. However, people appreciate it
when someone listens to their complaints about a product or service and
helps them solve their problems. You can regularly check on your social
media reputation management status with the help of an ORM subscription
service, or you can become more proactive by creating Twitter searches
and filters on targeted keywords.
Don’t wait for something bad to happen. Get involved now. Answer
questions on social media, even if it doesn’t result in a sale. Show
that you are willing to help and educate.
Remember, your reputation’s at stake.