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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Thank You!steve@neighbourhoodbuzz.com

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Copyright © Neighbourhood Buzz Communications. 2011.40