1 / 16

Navigating Online Reputation Management: Trust, Crisis Response, and Consumer Insights

In today's digital landscape, trust in online information is crucial. A recent Harris Interactive survey shows only 41% trust Internet news. Search engine credibility is also under scrutiny, with 62% of users doubting their preferred search engines. This reality drives home the importance of effective reputation management, especially during crises. Key strategies include timely responses, acknowledging faults, and engaging with both large and small social networks. Companies like Dell illustrate the power of listening and adapting to consumer feedback. Always stay prepared for the unexpected in the fast-paced online environment.

ava-harmon
Télécharger la présentation

Navigating Online Reputation Management: Trust, Crisis Response, and Consumer Insights

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Reputation Management October 16, 2008

  2. Trust in Online • 41 percent trust Internet news according to (HarrisInteractive) • From Searchers: Do you trust your search engine with your information? No say 62% (hakia) • 44% of searchers regularly use just one engine, and another 48% use just two or three (Pew/Internet) • Marketshare (ComScore): • Google 61% • Yahoo 20% • Microsoft 8%

  3. When Groundswell Occurs, It’s Hard to Stop

  4. Not Only Do Posts Occur, They Create Conversations & Memes

  5. Time Moves Quickly On the Internet

  6. Crisis PR: Time Is Of The Essence • Crisis tenets apply • Like crisis, messaging cannot stray from facts • Timely reactions are critical to stymie crisis • Big blogs, social network users prompt immediate reaction • Cannot overpromise! • Even small blogs, social network users should be responded to w/in 24 hours

  7. Influence As Pictured by Simon Collister

  8. jetBlue Crisis

  9. His Badness

  10. Badness = Bad Reputation According to the NY Times, one fan wrote to prince.org: The more I think about it, I say just drop him, remove all content, let him have his way. It’s obvious he doesn’t want us as fans anymore, so why should we want him?

  11. Dell Learns to Listen

  12. Admitting Fault • Key to Dell Hell turnaround: Listening • Acknowledging • Doing something about it • If you can’t or shouldn’t fix it, acknowledge remarks • Use your social tools • Don’t apologize and do it again: Change!

  13. Diacetyl Crisis Image by Sage - http://tinyurl.com/3jptva

  14. Where the Wild Things Are

  15. Handling Trolls • Identify through search, previous Incidents • Attention seekers • Don’t feed the trolls! • If it’s serious, state your facts on your blog referencing the situation • Nikon D80 example

  16. Questions? Additional reading: http://tinyurl.com/4g8bug

More Related