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Five Steps to Managing Your Reputation Online

Created by Marijean Jaggers

forQuadruplicity

public relations • strategic communications • issues management

standing together. moving forward.

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Table of Contents

• Overview of the Social Media Landscape• Elements of Reputation Management• The Five Steps• Managing the Work

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Why Integrate Social Media?

• Brands that are the most engaged in social media saw their revenue grow during 2008 by 18 percent while the least engaged brands saw losses of negative 6 percent.

http://www.engagementdb.com/downloads/ENGAGEMENTdb_Report_2009.pdf

public relations • strategic communications • issues management

standing together. moving forward.

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public relations • strategic communications • issues management

standing together. moving forward.

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Social Media Continuum of Tools

PublishConnect Listen Engage

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The Five Steps

1. Listen to your community

2. Decide who you are & who you want to be

3. Create a plan with goals that are SMART

4. Set up a manageable infrastructure

5. Evaluate progress

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1. Listen to Your Community

• What are your customers saying about you?

• How do you KNOW?• How can you answer customers’

questions before you’re even asked?

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1. Listen to Your Community

• The quickest way to monitor content on the Web is to use a feed reader.

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1. Listen to Your Community

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2. Decide Who You Are and Want to Be

• What business are you in? • What people do you serve? • What are their special needs? • What makes you different from your competitors? • What unique benefit does a client derive from your

service?

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2. Decide Who You Are and Want to Be

1What is the ONE THING that you can address with authority?

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3. Create a Plan with Goals that are SMART

• Specific• Measurable• Actionable• Realistically high• Time-bound

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4. Create a Manageable Infrastructure

HOME BASE

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Focus Efforts on a Few

The “Big Three”

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4. Create a Manageable Infrastructure

• Web site• Blog• Both?

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5. Evaluate Progress

• Define Goals

• Measure Progress

• Celebrate Success

https://www.google.com/analytics

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5. Evaluate Progress

• How has business changed?• Have you surveyed your

customers?• Are you still listening?• Are you being responsive?

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1st Qtr 2nd Qtr 3rd Qtr 4th Qtr

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Managing the Work

• Who will manage the community?• Who will contribute?• What are the rules of engagement?

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Thank You

Questions?

www.standingpr.com/blog

http://www.google.com/profiles/marijean.jaggers

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Breakout Sessions

• Blogging• LinkedIn• Facebook• Twitter