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Manage an Online Reputation Crisis in 7 Steps

In case you’ve not yet bought a copy of Radically Transparent, or perhaps you just need a reputation management refresher, you can check out an interview I did recently with MarketingSherpa.

Consider it a mini-guide to managing an online reputation crisis. In it, I discuss the following seven steps in detail:

  • Tip #1: Perform an honest self-analysis
  • Tip #2: Control communication
  • Tip #3: Monitor online conversations about your company
  • Tip #4: Analyze complaints before reacting
  • Tip #5: Strategize responses
  • Tip #6: Control the conversation
  • Tip #7: Don’t shoot yourself in the foot

You might want to bookmark it and pray that you don’t actually have to use it. ;-)

  • http://www.fiftystudio.com/news/ Fifty Studio

    I find that people misconstrue at times what is intended by “control the conversation.”

    The more you are flooding the internet with information you would like to be seen, the more you control the information… as opposed to actually “controlling” it.

    Fifty Studio’s last blog post..Twitter Spam Block List

  • http://beyondnichemarketing.com/2008/08/01/owner-of-a-business-needs-to-know/ Beyond Niche Marketing

    Ah, the joys of transparency which is what Web 2.0 is bringing to businesses of ALL sizes. Treat every customer as if he/she were an influential blogger and you’ll be just fine in these days of total transparency!

    Beyond Niche Marketing’s last blog post..By: The Quest for Viral Marketing | Beyond Niche Marketing

  • Janet Meiners

    Andy,
    Love the image – thanks for the laugh. Going with the transparency theme, I highly recommend you dress up as a skeleton for Halloween this year.

    I just wrote a post for OrangeSoda about the topic and referred to yours:
    Reputation Management.

    Congrats on getting in MarketingSherpa – that has to be good for your reputation – even though it’s already stellar.

    Janet

  • http://www.adoperationsonline.com Otilia @ Ad Ops Online

    Thanks for sharing, Andy!
    In my experience, I noticed most people are good at monitoring what’s being talked about them / their company but fail at steps 5-7.

    Otilia @ Ad Ops Online’s last blog post..Google Ad Manager out of Beta; All AdSense Publishers Can Use It

  • http://seologia.com.ar Seologia

    One would be surprised about how many way you can apply step #7 to different areas of one’s life. :P

    Seologia’s last blog post..Google Maps Street View, oficialmente se fueron al cará

  • http://www.brickmarketing.com/reputation-management.htm Nick Stamoulis

    Great list and excellent photo! :o) It all starts with honesty with your brand, for sure!

  • http://www.jordankasteler.com/utah-seo-pro-blog/ Utah SEO Pro

    Very good and simple tips that are often neglected by companies in an ORM situation.

    Utah SEO Pro’s last blog post..Building an SEO Friendly Site – SES San Jose 2008 Presentation

  • http://www.xeltek.com Sherif K

    Excelltent list. I see one more time how important to monitor online conversations about my company.
    Thank you

  • http://freeipodsetc.co.uk iPod Fan

    is that photo real?

  • http://horisly.blogspot.com horisly

    great tips!!!

    horisly’s last blog post..August.2008 Sales: Mercedes Benz Down 12 Percent