Do you worry that your organization’s social media activities may create reputation problems?
Are you wondering how you can protect your brand’s good name if something went wrong?
There are two ways to do this. One is to listen and the other is to respond.
Listen, and never stop listening
First you want to know what people are saying about your brand. Whether you’re a brand new company or an established business you need to set up a ‘listening program’ that will keep track of what people are saying, and who is saying what. Here are some free tools to help you listen.
The easiest way to do this is to create ‘Google Alerts’ for your own name, your company name, your URL, your products, your competitors and your industry in general.
Know how to respond
The second way is to develop policies or guidelines for your brand so that you and others in your company will know how to engage respectfully and honestly with others (customers, competitors, the media, and so on).
Let everyone in the organization know what kind of content they can share, with what frequency they should respond to comments, what is forbidden to share or discuss, and what outsiders can expect from your company.
If you ever encounter negative communication about your brand, remember that it is better to ‘crowd out’ negativity with a flood of positive content rather than to engage directly with people who may have ulterior motives.
Over to you: Has your brand faced reputation problems due to online or social media activities? How did you handle it? Please share in the comment box below.