how to monitor your online reputation
DESCRIPTION
This presentation was made at PodCamp 4 Western Mass #pcwm and offers small businesses tips on how to recognize, control and monitor their reputation online. Discussion included review websites, handling bad reviews and using monitoring tools.TRANSCRIPT
Monitoring Your
Monitoring Your
Online Online
ReputationReputation
Liz Provo, Liz Provo,
Mass Marketing Resources
Mass Marketing Resources
Copyright 2012
Copyright 2012
About
Liz
Provo
About
Liz
Provo
• • 25 + years in sales &
25 + years in sales &
marketingmarketing• • 2002-brought alternative
2002-brought alternative
real estate service to
real estate service to
Western Mass
Western Mass• • 2008 – reached out to
2008 – reached out to
small businesses struggling
small businesses struggling
with tech/social media
with tech/social media
phobisphobis
• • experienced publisher,
experienced publisher,
speaker, DIY educator
speaker, DIY educator• • social media junkie
social media junkie
The F
act
The F
act People can be talking
People can be talking
about you or your
about you or your business REGARDLESS
business REGARDLESS
of whether you have a
of whether you have a
website or know what
website or know what
the Internet is.
the Internet is.
1 sta
r or 5
star?
1 sta
r or 5
star?
How does your reputation stack
How does your reputation stack
up?up?
Revie
w
Revie
w
Website
sW
ebsite
sYelpYelp
Google Google
PlacesPlaces
MantaManta
Angies ListAngies List
Merchant Merchant
CircleCircle
TripAdvisorTripAdvisor
Site JabberSite Jabber
Yahoo LocalYahoo Local
Rate ItRate It
City DataCity Data
Service Magic
Service Magic
AmazonAmazon
eBayeBay
RateMyTeache
RateMyTeache
rr
Com
pla
int
Com
pla
int
Website
sW
ebsite
sRipOffReports.com
RipOffReports.com
Complaints.com
Complaints.com
Thesquekywheel.com
Thesquekywheel.com
LawyerRatings.com*
LawyerRatings.com*
AVVO.com (MD,JD)*
AVVO.com (MD,JD)*
BBB.orgBBB.org
* Many review sites target
* Many review sites target
certain professions.
certain professions.
Soci
al M
edia
Soci
al M
edia
LinkedInLinkedIn
FacebookFacebook
TwitterTwitter
YouTubeYouTube
FourSquareFourSquareGowalla
Gowalla . . . Posts, tips, reviews
. . . Posts, tips, reviews
are all on social media
are all on social media
sitessites
Oth
er P
lace
s
Oth
er P
lace
s
Blog Comments
Blog Comments
Forums (Masslive,
Forums (Masslive,
Craigslist, City Data)
Craigslist, City Data)
Anywhere people feel ripped off.
Anywhere people feel ripped off.
How
To M
onito
r
How
To M
onito
rGoogle your name
Google your name
Google your company
Google your company
Google company +
Google company +
reviewsreviews
Google company +
Google company +
complaintscomplaints
I do this for every new client
I do this for every new client
Com
pla
iners
Com
pla
iners
Legitimate Legitimate
RantersRanters
CrackpotsCrackpots
They come in all sizes, shapes
They come in all sizes, shapes
and attitudes
and attitudes
Anonym
ityA
nonym
ity
Online reviews are
Online reviews are
mostly made
mostly made
anonymously
anonymously
Brings out negativity
Brings out negativity
Watch for competitors
Watch for competitors
This part stinks.
This part stinks.
What R
evie
w
What R
evie
w
Website
s Want
Website
s Want
In the business to
In the business to
promote reviews
promote reviews
Negative reviews give
Negative reviews give
them good press
them good press
Their answer?
Their answer?
Get more positive reviews
Get more positive reviews
How
To
How
To
Resp
ond
Resp
ond
Don’t panicDon’t panic
Is this legitimate?
Is this legitimate?
Don’t respond in anger
Don’t respond in anger
Let crackpots go
Let crackpots go
unansweredunanswered
File a response?
File a response?
Pick your battles
Pick your battles
How
To M
onito
r
How
To M
onito
r
Set up Google Alerts for
Set up Google Alerts for
your name, business,
your name, business,
keywords and
keywords and
competitorscompetitors
You can do this in digest form to
You can do this in digest form to
make it easier
make it easier
How
To M
onito
r
How
To M
onito
r
Complete all directory
Complete all directory
listings where your
listings where your
business comes up on
business comes up on
page 1 – 3 of Google
page 1 – 3 of Google
Be pro-active. Control your
Be pro-active. Control your
professional presence online.
professional presence online.
Monito
ring
Monito
ring
Face
book
Face
book
Watch your personal vs.
Watch your personal vs.
business page
business page
Change privacy settings
Change privacy settings
Un-tag yourself
Un-tag yourself
anywhere that might be
anywhere that might be
damagingdamaging
Watch what you say
Watch what you say
Get engaged, be polite, keep it
Get engaged, be polite, keep it
professional most of the time.
professional most of the time.
Ask
Ask
• • Ask your customers for
Ask your customers for
reviews.reviews.
• • Make it EASY for them
Make it EASY for them• • Lead them to the site
Lead them to the site• • Offer reviews yourself
Offer reviews yourself
and share the LOVE!
and share the LOVE!
Monito
ring To
ols
Monito
ring To
ols
Google Alerts
Google Alerts
Social Mention
Social Mention
HootsuiteHootsuite
Twitter Search
Twitter Search
TrackrTrackr
Twilert (google for twitter)
Twilert (google for twitter)
WildfireWildfire
Some are free, some not..
Some are free, some not..
Soci
al M
edia
Soci
al M
edia Social Media Can HELP
Social Media Can HELPGreat SEO juice
Great SEO juiceStay active, engaged
Stay active, engagedGet help if you need it!
Get help if you need it!
Conta
ct L
iz
Conta
ct L
iz
Provo
Provo
www.massmarketingresources.c
www.massmarketingresources.c
om/podcamp
om/podcamp