Social media super hero reputation management

http://www.facebook.com/socialmediasuperherohttp://www.thecreativecollective.com.au

Become a Social Media Super Hero

Take the ‘fear factor’ out of flying…get surveillance

There’s a lot going on in social media right now…

http://www.facebook.com/socialmediasuperhero

With all these mediums, conversations are going to happen online about you / your service / your product / your business /

your competitors / your industry these days, WHETHER YOU LIKE IT

OR NOT

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So you can choose to participate....or bury your head in the sand and pretend it’s not happening.

http://www.facebook.com/socialmediasuperhero

Or you can participate. Remember the ‘party analogy’1. Monitor conversations first - LISTEN2. Introduce yourself and start conversations, ask questions - ENGAGE3. Answer questions, give advice, if appropriate (i.e. if you can be helpful) –

CONTRIBUTE4. Share the advice if you believe in it (and encourage others to share yours)

If you don’t like what they say…

http://www.facebook.com/socialmediasuperhero

Be prepared to let go of yourbrand, at least just a little…• It may seem scary at first but it could be the best thing you’ve ever

done.• Feedback is good (and consumers will talk regardless)• We don't live in a perfect world and no

one expects your business to be perfect (okay some do!)

• In fact, if you had nothing but 5-star reviews across the board it might strike consumers as a bit suspect, is anybody REALLY that perfect?  

• Also, negative reviews offer a golden opportunity, to go above and beyond.

See: http://consumerist.com/customer-service/above-and-beyond/

http://www.facebook.com/socialmediasuperhero

So GO to the party…but go prepared!!!

Your options:

• Get tracking in place – Google Alerts & more• Choose when to do something about it, and when

to let it go!• ‘Kill them with kindness’• Ask them how you can fix it...show you care• Personally see it through to the end• Saturate the market with ‘good stuff’

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To do this you don’t need this…

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• http://www.tweetbeep.com Track what people say on Twitter.• http://search.twitter.com/ Like Google’s search engine but just for

Twitter!• http://www.google.com/alerts Good comprehensive option to pick up

mentions on Google.• http://www.samepoint.com Tracks all social media, so should be able to

find mentions of your business on Facebook and Twitter as well as on blogs.• http://www.technorati.com If you expect most of your customers to be

talking about you on blogs, you need aTechnorati account. You can do one-off searches of the blogosphere for your

business, but you can also automate your searches by using a Watchlist (look under the Favourites tab)

• http://www.socialmention.com Like Google Alerts but for social media.

Try this....

http://www.facebook.com/socialmediasuperhero

http://www.facebook.com/socialmediasuperhero

But what if it’s your staff who are talking?

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Catherine Deveny's (The Age) Logie night tweets…

"I do so hope Bindi Irwin gets laid".

“Rove and Tasma look so cute . . . hope she doesn't die, too.”

http://www.facebook.com/socialmediasuperhero

http://www.facebook.com/socialmediasuperhero

Well…you need a social media policy!Consider…

• Who will be allowed to post - All listings have an option to leave a review, so encourage some of your favorite customers or clients to leave a review for you.

• What if the usual person is away?• When are they allowed to post? – As often as they like? A few times a day?

Daily? Weekly?• WHAT are they allowed to post? Random musings? Work related?• WHERE can they post to? Just Twitter? Facebook Page & Twitter?• What is the screening process? Free for all? None at all? Scheduled but

approved?

And if you need help…talk to us!

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Social networking meets local search marketing…

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Social networking meets search marketing…

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Facebook is having a crack too…

http://www.facebook.com/socialmediasuperhero

Free Twitter report or Web Grader report with our advice – free to first 5 people

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Or integrate your entire online activity - Hubspot

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Stay in contact!

www.facebook.com/thecreativecollective

www.twitter.com/creativecollect

www.linkedin.com/company/781000

www.youtube.com/dacreativecollective

Join our database

www.thecreativecollective.com.au07 545 11315