Internet Safety for Your Business – Monitoring Your Digital Reputation

Tami NorrisCustom Training Solutionsa division of Northwest State Community College

Archbold, Ohio

Toledo, Ohio

In a Matter of Minutes….

500,000,000 FB Users

Their Friends

Their Friends

My Friends

FB Post

Agenda

• Digital Reputation Management – Definition• Pros & Cons of Social Media• Tools for Monitoring• Social Media P & P• Privacy Settings

Digital Reputation Management

• What is being said about you/your business/your brand online?

• Is it accurate?• Do you need to address that or not?

Does Anybody Really do This?

To effectively monitor the online brand reputation of its six different Las Vegas Shows, the

marketing team at Cirque du Soleil looks for:

• Customer Experiences Cirque du Soleil considers its customer experience to encompass

everything from purchasing the ticket to when they leave the theater. They look online for both

good and bad customer comments relating to any part of the overall experience so they can

address concerns and build strong brand connections.

• Information Accuracy The team looks into any negative online mentions of Cirque du Soleil to

correct any inaccurate information.

• Brand Mention Wording With six different shows in Las Vegas, Cirque du Soleil’s marketing

team wants ensure each show is getting mentioned distinctively and not under the Cirque du

Soleil umbrella term.

• Sphere of Influence The team looks for indications of how far and wide mentions of Cirque do

Soleil spread, to see if one blog post mention can spread into social networks, bookmarking

sites or even mainstream media.

http://www.toprankblog.com/2008/11/pubcon-online-reputation-management/

Social Media in the Workplace

PRO CON

The conversation is happening whether you are taking part in it or not…

Shouldn’t you at least be aware of it?

Monitoring Tools -- Which One is Right for You?

• Why do you want to use it?• How much time do you have?• How web savvy are you?• What are your peers/competitors/customers using?• Do you want to pay or use a free resource?• Who will manage it?

Web Search Tools

• Traditional search engines: Bing, Google, Yahoo,

• Namechk allows you to see if a name is being used on a social media site. www.namechk.com.

• Google Alerts allow you to save searches of news, groups, web, video and/or blogs.

www.google.com

• Alterian SM2 monitors conversations, and, potentially; competitive information through social

media channels. Their free version is called “Freemium” http://socialmedia.alterian.com/

• Board Reader also a forum search engine; but it includes pictures and videos posted in forums,

as well as Twitter and other microblogs. Visit http://boardreader.com.

• Omgili is a forum search engine and it lets you search communities, message boards and

discussion threads. Omgili's search features make it a powerful tool. http://omgili.com.

• Social Mention is similar to Google Alerts as it can send you email updates, but the focus is on

social media sites, socialmention.com/alerts/

• The focus of Technorati is blogs.. www.technorati.com

• Trendpedia search blogs and compare results for up to 3 topics at once. www.trendpedia.com

Namechk

Twitter Search Tools

• Monittor allows you to view real-time tweets on Twitter for up to three topics and optionally limit your search to a specific geographic region. www.monitter.com.

• Trendistic, trendistic.com, allows a scan of Tweets on a topic and provides an accompanying graph to help illustrate trends.

• TweetDeck www.tweetdeck.com is a powerful application that allows you to save several searches of Twitter conversations and view them on your computer, iPhone or iPad.

• Tweet Scan allows email alerts and can create a backup of your Twitter account, www.tweetscan.com.

Monitter

Monitoring Tweets

Search Customer Compliments/Complaints

• Angie’s List is a tool for finding reputable service providers. There is a fee for you to join. www.angieslist.com

• Yelp is meant for local services or destinations. You can also use Yelp to find reviews of everything from doctors to tennis pros to parks and museums. It is free to join. www.yelp.com

• YouTube is actually becoming a popular search engine and forum for venting about consumer experiences www.youtube.com

Yelp

YouTube

Social Media Privacy

• Don’t post anything that you…• Wouldn’t want a customer to see

• Wouldn’t want a competitor to see

• Discussion: Creating policy regarding Social Media and your company

Control Who Sees Your Posts

Questions?

Thank you• Tami Norris• tnorris@northweststate.edu