social media reputation management

Kasey SkalaManager, Social Media & Online MarketingMutual of Omaha@kmskala

Social Reputation: Managing Your Brand’s Online Reputation

3

State of Social

http://www.altimetergroup.com/research/reports/social-media-risk-management

Is This Real?

1. Listen

2. Analyze =

2. Facilitate

Ingredients

Are You Listening?

#socialintel2012 @kmskala

• Empathy • Transparency

• Honesty

• Efficiency

…But Do You Care?

Analyze

• What’s worth tracking? And why?

• Integrating information at enterprise level

• Tweaks and tune-ups

Feedback Flow

Facilitate

vul·ner·a·bleadjective 1. capable of or susceptible to being wounded or hurt, 2. open to moral attack, criticism, temptation, etc.: an argument vulnerable to refutation;

http://dictionary.reference.com/browse/vulnerable

• Relevance

• Tone

• Actionable

Stick Your Nose In Their Business

When…Not If

One response; on original channel

Let community do work for us

Media used as “official response”

If You Build It…

“To disregard what the world thinks of us is not only arrogant but utterly

shameless.” -Cicero

Kasey [email protected]: @kmskala