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tAn ORM Discussion
What is ORM?
Explosm, ComicCon, 2010
Restricted
Complete
VS.
MusoGuide.com and WikiMedia CC
Google via www.mydigitallife.co.za
Google via www.mydigitallife.co.za
Insight - Quantitative:Complicated reporting can be built based on critia in order to meet a specific question such as: How do high credibility consumer feel towards the brand?
Report type >
Report criteria >
Insight – Quantitative (Cont.):This results in a visual graph which represents the distribution of conversation taking place online. From this it can be further explored.
Insight – Qualitative:From this it can be further explored to look at what themes were driving the negativity.
Insight – Qualitative:From this we can further explore it and explore the underlying conversations driving the themes.
Operational Stimulus
Effect
MeFredThe Business
Initiators Influencers Plebs
Up For Debate
Consumer Power
“78% of people trust
the recommendations
of others”
-Nielson “Trust in Advertising” Report
Further Reading: Wikinomics
Clue Train Manefesto
Clay Shirkey – TED talks
Learning Systems
ClassicalConditioning
OperantConditioning
Honorable Business
* Apologies if this means something else… My Japanese is lacking.
With honour trust is implicit.
Nature of truth…
Managing a Crisis
The action plan
# 1 – Listen and understand
The action plan
# 2 – Get off your
high horse
The action plan
# 3 – Be empathetic (truly)
The action plan
# 4 – Be honest
The action plan
# 5 – Keep it offline (initially)
The action plan
# 6 – Be quick and nimble
The action plan
# 7 – Be true to your brand
The action plan
# 8 – You don’t always need to engage
The action plan
# 9 – Under promise and over deliver (critical!)
The action plan
# 10 – Open channels for future relationships