Manage an Online Reputation Crisis in 7 Steps

Tuesday, August 26th, 2008 by Andy Beal

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.

Social Media Monitoring in Just 60-Seconds. Guaranteed!

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10 comments on “Manage an Online Reputation Crisis in 7 Steps”

Fifty Studio Says:

August 26th, 2008 at 3:48 pm

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
Beyond Niche Marketing Says:

August 26th, 2008 at 6:22 pm

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 Says:

August 26th, 2008 at 6:44 pm

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
Otilia @ Ad Ops Online Says:

August 27th, 2008 at 7:02 am

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
Seologia Says:

August 27th, 2008 at 9:36 am

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

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

August 27th, 2008 at 10:42 am

Great list and excellent photo! ) It all starts with honesty with your brand, for sure!
Utah SEO Pro Says:

August 27th, 2008 at 6:51 pm

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
Sherif K Says:

August 28th, 2008 at 11:23 am

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

September 6th, 2008 at 9:58 am

is that photo real?
horisly Says:

September 6th, 2008 at 1:24 pm

great tips!!!

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