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This presentation by Steve Ballantyne from Neighbourhood Buzz was presented at Landlord WEBCON in Vancouver on February 29, 2012.
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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
Thank you for coming!
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#WEBCONVAN
@nbrhoodbuzz is me!
Ask Questions during the presentation.
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In the beginning…
@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
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.
Who are we looking for?
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Dissatisfied customers Brand de-vangelistsBrand champions & evangelists
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
Google Alerts
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Hootsuite
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
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?
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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PrintMonthly hi-gloss
newsletter, created specially for your
residents… All for FREE!*
FacebookCreation of custom resident Facebook
page plus daily monitoring and management
MobileProvide important
and timely messages to your
residents using SMS text messaging
EmailGo digital and
provide an email version of the print
newsletter…All for FREE!
A complete communication package that allows property managers to easily and effectively
communicate with their residents and develop their community
*While we would love to offer all of this completely free, a small delivery fee may apply.
Cutting edge tools… Without the big price tag
Copyright © Neighbourhood Buzz Communications. 2011.40
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