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#SocialPro #12A @JordanKasteler
A Brand Case Study
Real Time Reputation Management
#SocialPro #12A @JordanKasteler
§ SEO § Social Media § Public Relations
MARKETING CONSULTANT
#SocialPro #12A @JordanKasteler
§ PR Stunts § Field Work § Public Education § Undercover
Investigations § Corporate Pressure
PETA CASE STUDY
#SocialPro #12A @JordanKasteler
§ PETA Kills Animals (Center for Consumer Freedom) § Nathan Winograd
(No Kill Movement)
SEARCH RESULTS – Below the Fold
#SocialPro #12A @JordanKasteler
§ Sitelinks § Site Search Box § News § Twitter
SEARCH RESULTS – Above the Fold
#SocialPro #12A @JordanKasteler
§ Over 4 million Likes § Lots of Haters § Confirmation Bias
#SocialPro #12A @JordanKasteler
NEGATIVE PRESS OCCURS
#SocialPro #12A @JordanKasteler
§ During PR Crisis – 1 Comment Per Second
§ Shifts Taken By All Departments
§ Read Every One § Personal Responses § Immediately Reactive
FACEBOOK COMMENTS THEN
#SocialPro #12A @JordanKasteler
§ Sort By Emotions § Set Response Time § Instant Replies § Out Of Office § Live Streaming § Canned [Personalized]
Responses § DeepText AI
FACEBOOK COMMENTS NOW
#SocialPro #12A @JordanKasteler
§ Ignore Reaction § Reactive Reputation
Management § Proactive Reputation
Management
RESPONSE PLAN
#SocialPro #12A @JordanKasteler
§ Negative Search Results (Push Down) § Negative PR Response § Messaging & Tone for Conversation Hosting § Social & Paid Ad Channels § Journalist Contact § Crisis Landing Page & Pinned Social Posts § Call On Super Fans § Comment Relevancy
REACTIVE REPUTATION MANAGEMENT
#SocialPro #12A @JordanKasteler
§ Tell Your Story § Shelter of Last Resort § PETASaves.com § Built by PETA
§ WhyPETAEuthanizes.com § Built by loyal fan
CRISIS LANDING PAGE
#SocialPro #12A @JordanKasteler
§ Domain Registry § Social Profile Registry § Search & Social Monitoring § RSS Feeds § Alerts (Search/Analytics) § Sentiment Analysis § Branded Search Results (Push Up)
PROCTIVE REPUTATION MANAGEMENT
#SocialPro #12A @JordanKasteler
§ Have reactive and proactive ORM plans
ahead of time. § Claim social channels and domains now
before someone else does. § Build links to positive results in the SERPs. § Monitor the conversation and be prepared
to host it.
SUMMARY
#SocialPro #12A @JordanKasteler
§ Don’t be afraid to leverage people outside
of Marketing. Including external fans. § Use social channel’s features to manage
crisis mode.
SUMMARY – Cont’d
#SocialPro #12A @JordanKasteler
THANK YOU!
SEE YOU AT THE NEXT MARKETING LAND EVENT!