Comments on: Reputation Management in Times of Crisis http://www.communityorganizer20.com/2009/01/23/reputation-management-in-times-of-crisis/ Thoughts on Social Media Engagement for Non-Profit Organizations Sun, 21 Mar 2010 18:10:26 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Mapping Social Media Strategy to Metrics - Blogging NTC 2009 | Community Organizer 2.0 http://www.communityorganizer20.com/2009/01/23/reputation-management-in-times-of-crisis/#comment-539 Mapping Social Media Strategy to Metrics - Blogging NTC 2009 | Community Organizer 2.0 Mon, 04 May 2009 04:29:39 +0000 http://communityorganizer20.wordpress.com/?p=393#comment-539 [...] Qui: Offers a corporate case study. Network Solutions (a domain names provider) had negative brand perception. They had to change their reputation. We assessed the current brand conversations  and found that they had a 58% negative comment and blog ratio. We used some tools (she recommends Radian 6 for about $500 a month, but it does misses some things) but the best is to search manually on all the platforms (such as icerocket. twitter, board tracker, etc). We knew the baseline metric: 58%.  They implemented a campaign to counter this. The metric after the campaign was around was 18%. (Editorial note: I wrote about this specific campaign previously here.) [...] [...] Qui: Offers a corporate case study. Network Solutions (a domain names provider) had negative brand perception. They had to change their reputation. We assessed the current brand conversations  and found that they had a 58% negative comment and blog ratio. We used some tools (she recommends Radian 6 for about $500 a month, but it does misses some things) but the best is to search manually on all the platforms (such as icerocket. twitter, board tracker, etc). We knew the baseline metric: 58%.  They implemented a campaign to counter this. The metric after the campaign was around was 18%. (Editorial note: I wrote about this specific campaign previously here.) [...]

]]> By: Listening and Learning from Domino’s Pizza | Community Organizer 2.0 http://www.communityorganizer20.com/2009/01/23/reputation-management-in-times-of-crisis/#comment-490 Listening and Learning from Domino’s Pizza | Community Organizer 2.0 Thu, 16 Apr 2009 17:21:30 +0000 http://communityorganizer20.wordpress.com/?p=393#comment-490 [...] a company’s reputation a notch to warrant online reputation monitoring for every company.  I previously discussed one woman’s charge against a You Tube video ad by Johnson and Johnson.  The “Motrin [...] [...] a company’s reputation a notch to warrant online reputation monitoring for every company.  I previously discussed one woman’s charge against a You Tube video ad by Johnson and Johnson.  The “Motrin [...]

]]> By: links for 2009-01-25 « Shashi Bellamkonda - Social Media Swami http://www.communityorganizer20.com/2009/01/23/reputation-management-in-times-of-crisis/#comment-29 links for 2009-01-25 « Shashi Bellamkonda - Social Media Swami Mon, 26 Jan 2009 02:00:40 +0000 http://communityorganizer20.wordpress.com/?p=393#comment-29 [...] Reputation Management in Times of Crisis @askdebra « Community Organizer 2.0 Possibly related posts: (automatically generated)The Assassination of Robert Kennedy - washingtonpost.comBus Firm Prohibited Guide Dog, Suit Says - washingtonpost.com [...] [...] Reputation Management in Times of Crisis @askdebra « Community Organizer 2.0 Possibly related posts: (automatically generated)The Assassination of Robert Kennedy – washingtonpost.comBus Firm Prohibited Guide Dog, Suit Says – washingtonpost.com [...]

]]> By: links for 2009-01-25 « Shashi Bellamkonda - Social Media Swami http://www.communityorganizer20.com/2009/01/23/reputation-management-in-times-of-crisis/#comment-28 links for 2009-01-25 « Shashi Bellamkonda - Social Media Swami Sun, 25 Jan 2009 18:00:35 +0000 http://communityorganizer20.wordpress.com/?p=393#comment-28 [...] Reputation Management in Times of Crisis @askdebra « Community Organizer 2.0 [...] [...] Reputation Management in Times of Crisis @askdebra « Community Organizer 2.0 [...]

]]> By: communityorganizer20 http://www.communityorganizer20.com/2009/01/23/reputation-management-in-times-of-crisis/#comment-27 communityorganizer20 Sat, 24 Jan 2009 17:10:54 +0000 http://communityorganizer20.wordpress.com/?p=393#comment-27 Sashi, Your response is confirmation that Network Solutions is still listening to chatter about the company and directly responding. My respect for your company's social media strategy has only increased. Thanks, also for your 2 cents about "listening" for family members online as well; I hadn't considered that possibility and it's a great suggestion. Sashi,
Your response is confirmation that Network Solutions is still listening to chatter about the company and directly responding. My respect for your company’s social media strategy has only increased. Thanks, also for your 2 cents about “listening” for family members online as well; I hadn’t considered that possibility and it’s a great suggestion.

]]> By: communityorganizer20 http://www.communityorganizer20.com/2009/01/23/reputation-management-in-times-of-crisis/#comment-30 communityorganizer20 Sat, 24 Jan 2009 16:59:59 +0000 http://communityorganizer20.wordpress.com/?p=393#comment-30 John, You are absolutely right, and I had overlooked that obvious J & J slow response time reason -- large corporations are by nature bureaucratic. If they already have listening tools in place and a social media strategy, then that could shorten response time (though the legal reviews as you point out will always slow response.) I also agree that small non-profits should not have this problem due to their flat organizational trees, but large non-profits (like the United Way) have encountered reputation problems in the past and it would be interesting to analyze their responses. A lot of good points and food for thought. Thanks for reading and making this post better! John,
You are absolutely right, and I had overlooked that obvious J & J slow response time reason — large corporations are by nature bureaucratic. If they already have listening tools in place and a social media strategy, then that could shorten response time (though the legal reviews as you point out will always slow response.) I also agree that small non-profits should not have this problem due to their flat organizational trees, but large non-profits (like the United Way) have encountered reputation problems in the past and it would be interesting to analyze their responses. A lot of good points and food for thought. Thanks for reading and making this post better!

]]> By: John Haydon http://www.communityorganizer20.com/2009/01/23/reputation-management-in-times-of-crisis/#comment-26 John Haydon Fri, 23 Jan 2009 14:52:55 +0000 http://communityorganizer20.wordpress.com/?p=393#comment-26 Debra, Excellent post. The Motrin story is interesting. I wasn't aware of it (maybe because I'm not a Mom ;-) ). "The social web waited while Johnson and Johnson (Motrin’s parent company) did…nothing…for a few days. " What killed J&J is that they were too slow - most likely because of all the levels of approval (not to mention legal reviews) on their response. The two-way web (Web 2.0) has created a business culture where speed helps create trust, and trust creates revenue. Small non-profits should not have this problem. They are typically flat and have learned to think on their feet. John Debra,

Excellent post.

The Motrin story is interesting. I wasn’t aware of it (maybe because I’m not a Mom ;-) ).

“The social web waited while Johnson and Johnson (Motrin’s parent company) did…nothing…for a few days. ”

What killed J&J is that they were too slow – most likely because of all the levels of approval (not to mention legal reviews) on their response.

The two-way web (Web 2.0) has created a business culture where speed helps create trust, and trust creates revenue.

Small non-profits should not have this problem. They are typically flat and have learned to think on their feet.

John

]]> By: Shashi Bellamkonda at Network Solutions http://www.communityorganizer20.com/2009/01/23/reputation-management-in-times-of-crisis/#comment-25 Shashi Bellamkonda at Network Solutions Fri, 23 Jan 2009 13:44:48 +0000 http://communityorganizer20.wordpress.com/?p=393#comment-25 Hi Debra, Your post made my day. I am happy that we decided to use social media tools to listen and connect to customers and converse with the community. These efforts have helped us learn through last year and also produce good results for our social media participation. We learn from our peers in the community and actively seek help when we need it. I am thankful to both Jason Falls and yourself for recognizing this. Your previous post http://communityorganizer20.wordpress.com/2008/12/21/listening-tour/ is spot on. At every opportunity I ask people not only set Google alerts for their companies and brands but also for their family members just in case some data is mistakenly put on the web for them. Just my 2 cents. Thanks again and hope you have a wonderful day. Shashi Bellamkonda Social Media Swami Hi Debra,

Your post made my day. I am happy that we decided to use social media tools to listen and connect to customers and converse with the community. These efforts have helped us learn through last year and also produce good results for our social media participation. We learn from our peers in the community and actively seek help when we need it. I am thankful to both Jason Falls and yourself for recognizing this.

Your previous post http://communityorganizer20.wordpress.com/2008/12/21/listening-tour/ is spot on. At every opportunity I ask people not only set Google alerts for their companies and brands but also for their family members just in case some data is mistakenly put on the web for them. Just my 2 cents.

Thanks again and hope you have a wonderful day.

Shashi Bellamkonda
Social Media Swami

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