A Marketing Pilgrim article gives a good perspective on when to jump on these potentially devastating social media flare ups occur.

April 22, 2009





Video blogger Sage Lewis keeps you up to date with what's hot in the world of search marketing and social media.

Sage is the founder and President of The Digital Marketing Agency, SageRock Inc.

SageRock was founded in 1999 to help clients engage customers across an ever expanding interactive marketplace. This is accomplished through multiple channels such as search, social media, and vertical targeting; emerging digital opportunities such as mobile and rich media; behavioral targeting thorough email and dynamic engagement; and refinement of all initiatives through understanding usability and metrics.

By using a nationally experienced, independent marketing agency focused only on digital deployment, SageRock's clients are able to navigate easily through this industry, take a holistic approach, leverage the right tools, and experience seamless implementation.

SageRock Inc. - The Digital Marketing Agency






Comments(5)

Hi Sage,

Thanks for bringing up this important topic especially as it goes well with the recent news. As we can see social media can be used in different ways which can damage the credibility online very easily and quickly. We cannot control the social media, it is difficult to manage as the control is in the consumers hands. The best thing to do is following up your brand in social channels by using some free and paid tools, E.g. there are lots of companies start offering reputation management tools and softwares which could be helpful to use. It could save your time and credibility. I think we all should learn from Dominos case. Instant reaction and monitoring could save the reputation.

Thank you for your updates Sage, enjoying following you. Please keep the work,

All the best from London,

Velit Dundar

You need to focus in on monitoring just the ones that are influential. Because message boards are complex and deep in the web, chances are the others aren’t not going to bubble up outside of that web community.

9 out of 10 cases of reputation flare ups come from the fact that brands don't engage at all and then dive in at the first sign of things going wrong and get it totally wrong.

Far too many brands don't use the plethora of free sites that are out there that can help manage brand, and also, for Chief Execs and alike, personal reputation... things like Twitter Search gives real time results, and Tweetbeep is another handy tool.

Thanks all!

Those are both excellent observations. Thanks for watching and writing :)
Sage

Reputation management is truly a 24/7/365 job that, in time, business operators will wake up to and incorporate into their operations despite it being so "time intensive" as one professional told me recently.

The challenges for all of us are determining whether the comments being made are from trolls or a consumer, the best course of action, how to clearly communicate our responses, and whether we're reacting too fast, before we have our message clearly developed and delineated.

Nice post - keep it up!

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Search Engine Guide > Sage Lewis > Reputation Management - Know what is being said