Managing Reputation on Social Media
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The document discusses the importance of strong branding, transparency, and accountability in social media crisis management. It emphasizes the need for companies to be authentic, swift, and responsive to customer feedback while using metrics to measure brand sentiment and engagement. It also warns against engaging inappropriately during global crises and highlights collaborative information sharing.
Managing Reputation on Social Media
- 1. @WeCollaborateSA @mylifescape Standing out by being outstanding #SocialByDesign “We need to stop interrupting what people are interested in and BE what people are interested in” - CCO Craig Dams of JWT worldwide Cherylann Smith @mylifescape @wecollaboratesa
- 2. @WeCollaborateSA @mylifescape If you’ve got a strong brand and a small screw up you can get through, if you’ve got a weak brand and a big screw up, frankly you might as well pack it up and start again.
- 3. @WeCollaborateSA @mylifescape Failure to respond will always deepen the crisis.
- 4. @WeCollaborateSA @mylifescape Invest in your people and you’ll strengthen your brand
- 5. @WeCollaborateSA @mylifescape #Hello Social listening Measure Response Time vs. Resolution Time
- 6. @WeCollaborateSA @mylifescape The more you can measure the more accountable you become. ROI? What is the I?
- 7. @WeCollaborateSA @mylifescape Stand out rather than shout out! Measure sentiment
- 8. @WeCollaborateSA @mylifescape We live in a transparent world where nothing is sacred and little is secret.
- 9. @WeCollaborateSA @mylifescape #lol Your customers will tell you what you don’t want to hear, but it’s probably the truth
- 10. @WeCollaborateSA @mylifescape Don’t re-post anything you haven’t read ofr checked
- 12. @WeCollaborateSA @mylifescape Do you see what I see?
- 14. @WeCollaborateSA @mylifescape Think before you share or else you can tweet yourself into unemployment
- 15. @WeCollaborateSA @mylifescape Fail to remain sane
- 17. @WeCollaborateSA @mylifescape Remain fit to face a crisis. The first SA Woolworths store opened in The Old Royal Hotel in Cape Town in October 1931
- 18. @WeCollaborateSA @mylifescape An opportunity for the bold and courageous. And authentic.
- 19. @WeCollaborateSA @mylifescape Social media is SOCIAL in real time, so be REAL.
- 20. @WeCollaborateSA @mylifescape The war room 1. Be transparent 2. Be brave 3. Be swift
- 21. @WeCollaborateSA @mylifescape Measure brand love and identify influencers.
- 22. @WeCollaborateSA @mylifescape From a consumer point of view, what makes your brand loveable is what brings it closer to innovation on a brand comprehension perspective.
- 23. @WeCollaborateSA @mylifescape Authentic values lead the brand sentiment
- 26. @WeCollaborateSA @mylifescape When your brand is not affected by the crisis in the world don’t engage or jump on an ‘opportunity’ Pause any scheduled content during a global crisis.
- 27. @WeCollaborateSA @mylifescape #Tools to manage the chaos and building effective sentiment reports and escalation plans.
- 28. @WeCollaborateSA @mylifescape LET’S DICSUSS Managing Crisis #SocialByDesign
- 29. @WeCollaborateSA @mylifescape HOW DO YOU HELP CLIENTS PLAN FOR CRISIS ON SOCIAL MEDIA?
- 30. @WeCollaborateSA @mylifescape WHAT IS THE KEY TO CRISIS MANAGEMENT SUCCESS ON SOCIAL MEDIA?
- 31. @WeCollaborateSA @mylifescape WITH DIFFERENT SOCIAL MEDIA NETWORKS, HOW DO YOU MANAGE REPURATION OFFLINE & ACROSS THE CHANNELS?
- 32. @WeCollaborateSA @mylifescape ARE WE ASKING FOR TOO MUCH TO INTEGRATE CRISIS COMMS?
- 33. @WeCollaborateSA @mylifescape SHOULD BRANDS HAVE COMMENTS WHEN THERE IS A GLOBAL CRISIS?
- 34. @WeCollaborateSA @mylifescape THANK YOU CHERYLANN SMITH Digital Specialist & Consultant www.slideshare.net/cherylannsmith cherylann@nandos.com cherylann@wecollaborate.co.za @mylifescape
- 35. @WeCollaborateSA @mylifescape Disclaimer and Privacy Policy I believe in collaborative information sharing in order to grow and learn. The images used in this presentation are found from different sources all over the Internet, and are assumed to be in public domain and are displayed under the fair use principle. I provide information on the image's source and author whenever possible, and I will link back to the owner's website wherever applicable. Images in this presentation were mainly sourced from Mashable and through Google Image search. If you are the owner of the images and you believe that their use on this site is in violation of any copyright law, then please contact me directly and I will remove them. This presentation is not used for commercial purposes but only for knowledge sharing.