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Online Reputation Management
Laura Price @mrsljprice / @centricaplc 26th October 2017
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Today’s topics
- Are you crisis ready?
- Processes
- Tools
- Top tips
Online Reputation Management Laura Price @mrsljprice / - - PowerPoint PPT Presentation
Online Reputation Management Laura Price @mrsljprice / - - PowerPoint PPT Presentation
Online Reputation Management Laura Price @mrsljprice / @centricaplc 26 th October 2017 Todays topics Are you crisis ready? Processes Tools Top tips [P [Presentation n name] 2 2 types of issues: 1. The ones you cause
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2 types of issues:
- 1. The ones you cause yourself (by doing or saying something silly)
- 2. The ones you can’t avoid (because sometimes, stuff just happens)
Play out in 3 ways:
- 1. You’ll notice the impact really, really quickly (hours)
- 2. The seriousness will become clear over a period of time (days or
weeks)
- 3. There’ll be nowhere to run and nowhere to hide (months or even
years)
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Get Tooled Up!
- know what’s being said about you online
- understand where it’s being said
- manage those conversations
- feed the business with information
- get crisis ready!
- Lithium, Brandwatch,
Social Simulator
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Social simulator
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Top Tip #1
[Footnote text]
Use your tools to monitor conversations closely:
- a blip or spike could indicate an
emerging issue
- work out the right moment to post
your statement
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1. Decide how you’re going to manage the issue, then stick to the plan
- 3%
- 4%
0%
- 6%
- 1%
- 4%
- 5%
- 8%
- 7%
- 6%
- 5%
- 4%
- 3%
- 2%
- 1%
0% 1% Fri Sat Sun Mon Tue Wed Thu
BRAND SENTIMENT (LAST SEVEN DAYS)
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Top Tip #2
[Footnote text]
Decide how you’re going to manage the issue, then stick to the plan.
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Top Tip #3
[Footnote text]
Recognise opportunities to build your reputation online amidst a crisis.
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- Helps those most in need
- Behaves ethically and acts with integrity
- Offers excellent customer service
- Helps customers manage their energy costs
- Offers products and services that are good value for
money
- Is open and transparent in the way it does business
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Top Tips:
[Footnote text]
- 1. Use your tools to monitor conversations closely:
- a blip or spike could indicate an emerging
issue
- work out the right moment to post your
statement
- 2. Decide how you’re going to manage the issue,
then stick to the plan
- 3. Recognise opportunities to build your reputation
- nline amidst a crisis
- 4. Don’t forget the rest of the world – compare your