Online reputation management is an ongoing process that business owners often forget about. It is a challenge, but there are a few steps you should be taking on a regular basis. When your reputation suffers, the future of your business stands on shaky ground, so invest time into your online reputation management.
1. Social Listening: You need to have eyes and ears everywhere. Prevention is better than cure, so make use of social listening tools to track brand mentions as they happen. That way, you can monitor any suspicious social media accounts or activity and react before it is too late.
Some of these tools give you the option to get alerts as your brand is mentioned. And, while brandjacking is something that is more destructive to larger, corporate brands, it is something that businesses of all sizes need to be aware of.
Some free social monitoring tools to try including Hootsuite, TweetReach, Klout, Buzzsumo and Boardreader.
2. Crisis Response Strategy: Plan for the worst. Put procedures in place that will dictate how you react should a brand hijacking emergency occur.
Jay Baer created an “Internal Alert and Response Flowchart”. It basically specifies who should respond to a social media crisis. The more serious the issue, the more senior the responder should be:
Stage 1: Customer service team responds.
Stage 2: Customer service responds with management guidance.
Stage 3: Manager gets directly involved. Create content if necessary. Continue monitoring
Stage 4: Manager responds. Notify executive team. Create content. Continue monitoring.
Stage 5: Executive team responds. Create multiple pieces of content. Heavy monitoring.
3. Set up Social Media Accounts: Set up accounts on all social media platforms, even if you do not intend to use a certain platform at the time. If you’ve got all bases covered, there is less room for a hijacker to impersonate your brand, because most users should know which is the official one.
Besides if you do have any questions give me a call: https://clarity.fm/joy-brotonath