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Online Reputation Management
Tammy Finch, Web Services, Inc
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Quickly – About me
• Website Designer & Small Business Owner • Internet and Social Media Consultant • Manage Social Media accounts for clients
– 150+ accounts and collectively 75,000+ Fans or Followers • National presenter on the topics of social media and
Internet marketing • Mom of two beautiful girls
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Agenda
Personal Online Presence
Professional Online Reputation
Short Term Clean Up
Long Term Monitoring
Building Your Online Reputation
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Who are you on the Internet?
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Teacher Threat
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Personal Online Presence
• Clean up your social media presence – Get on LinkedIn – Unlike pages and friends - if needed
• Watch what you say online • Focus on your professionalism • Set ground rules for sharing and tagging • Claim your names – ex. TammyFinch.com
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Clean up & Monitoring Tools
• Persona (monitoring) http://www.persona-co.com/
• Google Alerts http://google.com/alerts
• Settings on Facebook http://facebook.com/settings (privacy)
• Ice Rocket (search) http://www.icerocket.com
• Social Mention (search) http://socialmention.com
• Google Yourself
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Personal Short Term Clean up
Use Clean up Tools Own Your Data
Set up Accounts on Google+,
Set up Alerts Be a Good Customer
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Resources
• Google Alerts • Domain name at SpiritDomains.com or Hover.com • Google Plus plus.google.com • LinkedIn.com
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Professional Online Reputation
• Be Proactive with Blogs and Articles • Pay Attention • Watch what you say and don’t argue • Stick to your business • Listen! Google Your Company Name • Check Review sites like Yelp and Google Local
Don’t hand the keys over to someone who isn’t
ready to drive
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Keep control…
• Asked for Memes Got MUCH more
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Social Media Traffic
500 Million
Tweets per day Daily Active Users
864 Million
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*InternetLiveStats.com
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Let’s Talk About Reviews
• Single Platform and Review Trackers • Set up Accounts
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• A positive comment can be highlighted and shared with customers – Then what happens?
• Ask your customers – Give them links! • Respond to reviews by being prompt and concerned • Keep and open mind, sometimes the customer is
right.
Getting Positive Comments and Reviews
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• Makes your name familiar with the company • Show off your writing skills • Help your friends • Sometimes discounts are involved • Show your support!
Giving Positive Comments and Reviews
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It makes a difference
• Catering Service – Increased business
• Coffee Shop – Lots of nice customers
• CPA – Fired a few people
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Professional Short Term Clean up
Use Clean up Tools
Claim Local Pages
Set up Accounts on Yelp,
Google+, etc
Set up Monitoring
Ask for and Give Reviews
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You are great!
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Stay Classy - A few Tips
• Profanity “intelligent people do not use these words to express themselves” – Will Smith’s Grandma
• Don’t fight with or badmouth customers • Watch Your Spelling and Grammar – “Hear is not the
same as Here.” • DON’T TYPE IN CAPS or use Acronyms (BRB,
OMG…)
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Long Term Monitoring
Google Alerts Use Social Media & Website
Watch Review sites
Respond to Comments
Own your Data
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Moving Forward
• Get your website up to snuff • Post to Social Media 3x per week • Blog or write articles at least once a month • Focus on customer service - be nice, thank people • Write one nice review a week • Work on social media policies for employees
(http://socialmediagovernance.com/policies/)
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Build Your Reputation
Blog/Write Be a Resource Be a Good Customer
Connect with Others
Keep Listening to Customers
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Moving Forward
• Be a guest blogger • Use YouTube • Focus on visibility • Listen to your customers • Be where your customers are
– Email Marketing – Social Media – Networking in person
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Thank you!
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