Managing Reputation on Social Media

@WeCollaborateSA @mylifescape

Standing out by

being outstanding

#SocialByDesign

“We need to stop interrupting what people are interested in and BE what people are interested in” - CCO Craig Dams of JWT worldwide

Cherylann Smith @mylifescape @wecollaboratesa


If you’ve got a strong

brand and a small

screw up you can

get through, if you’ve

got a weak brand

and a big screw up,

frankly you might as

well pack it up and

start again.


Failure to

respond will

always deepen

the crisis.


Invest in your

people and

you’ll

strengthen

your brand


#Hello

Social listening

Measure

Response Time vs.

Resolution Time


The more you

can measure the

more

accountable you

become.

ROI?

What is the I?


Stand out rather

than shout out!

Measure sentiment


We live in a

transparent

world where

nothing is

sacred

and little

is secret.


#lol

Your

customers

will tell

you what

you don’t

want to

hear, but

it’s

probably

the truth


Don’t re-post

anything you

haven’t read ofr

checked


Check

yourself

before you

wreck

yourself


Do you

see what I

see?


Security and

governance


Think before you

share or else you

can tweet yourself

into unemployment


Fail to remain

sane


Human error

Oops!


Remain fit to

face a crisis.

The first SA Woolworths store opened in The Old Royal Hotel in Cape Town in October 1931


An

opportunity

for the bold

and

courageous.

And

authentic.


Social media

is SOCIAL

in real time,

so be REAL.


The war room

1.  Be transparent

2.  Be brave

3.  Be swift


Measure brand

love and

identify

influencers.


From a consumer

point of view, what

makes your brand

loveable is what

brings it closer to

innovation on a

brand

comprehension

perspective.


Authentic values lead the brand sentiment


Measure

content,

engagement

and reach.


billion

#August2015


When your

brand is not

affected by the

crisis in the world

don’t engage or

jump on an

‘opportunity’

Pause any

scheduled

content during a

global crisis.


#Tools to

manage the

chaos and

building

effective

sentiment

reports and

escalation

plans.


LET’S DICSUSS

Managing Crisis #SocialByDesign


HOW DO YOU HELP CLIENTS PLAN FOR CRISIS ON SOCIAL MEDIA?


WHAT IS THE KEY TO CRISIS MANAGEMENT SUCCESS ON SOCIAL MEDIA?


WITH DIFFERENT SOCIAL MEDIA NETWORKS, HOW DO YOU MANAGE REPURATION OFFLINE

& ACROSS THE CHANNELS?


ARE WE ASKING FOR TOO MUCH TO INTEGRATE CRISIS COMMS?


SHOULD BRANDS HAVE COMMENTS WHEN THERE IS A GLOBAL CRISIS?


THANK YOU

CHERYLANN SMITH

Digital Specialist & Consultant

www.slideshare.net/cherylannsmith [email protected]

[email protected] @mylifescape


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Marketing

Managing Reputation on Social Media