Online Reputation Management
Online Reputation Management (ORM) is essential for companies these days in order to manage the onslaught of consumer generated media. Good news travels fast and bad news travels at the speed of light.
An Online Reputation Manager tracks and monitors everything that relates to a company online, from the company name to their products and services to their domain names to the owner’s names and beyond, using various tools that make the process easier and more manageable. Tracking your online reputation is becoming even more important as major search engines like Google, Yahoo and Bing are now implementing real-time search. This means there is now the potential for any mention of you or your company showing up in search results within minutes of being posted.
Online Reputation Managers monitor and participate in consumer review sites and address issues that may arise (or escalate them) on complaint boards. They may also be asked to participate in online communities, acting as a company rep or product evangelist.
Compliments and problems with a company need to be handled in different ways, depending on where and how they may arise. A good Online Reputation Manager knows exactly how to handle any situation that comes up.
A evaluation phase for an Online Reputation Manager includes the following:
- Tracks follow-up comments and responses after any engagement
- Determines if further engagement (comments) is required in that particular forum
- Monitors the removal of a false comment by a blogger or moderator or a follow-up correction post.
- Knows when it is time to suggest that a company contact a lawyer.
Contact us today if you would like to discuss setting up a system for monitoring your online reputation.
Image by ThenAndAgain via Flickr
