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+,

LinkedIn

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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