Online Reputation Management
Tammy Finch, Web Services, Inc
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
Agenda
Personal Online Presence
Professional Online Reputation
Short Term Clean Up
Long Term Monitoring
Building Your Online Reputation
Who are you on the Internet?
Teacher Threat
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
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
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
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!
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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