Online Reputation Management Laura Price @mrsljprice / @centricaplc 26 th October 2017
Today’s topics • Are you crisis ready? • Processes • Tools • Top tips [P [Presentation n name] 2
2 types of issues: 1. The ones you cause yourself (by doing or saying something silly) 2. The ones you can’t avoid (because sometimes, stuff just happens) Play out in 3 ways: 1. You’ll notice the impact really, really quickly (hours) 2. The seriousness will become clear over a period of time (days or weeks) 3. There’ll be nowhere to run and nowhere to hide (months or even years) [P [Presentation n name] 3
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Get Tooled Up! • know what’s being said about you online • understand where it’s being said • manage those conversations • feed the business with information • get crisis ready! - Lithium, Brandwatch, Social Simulator [P [Presentation n name] 7
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Top Tip #1 Use your tools to monitor conversations closely: - a blip or spike could indicate an emerging issue - work out the right moment to post your statement [Footnote text] [P [Presentation n name] 10 10
1. Decide how you’re going to manage the issue, then stick to BRAND SENTIMENT (LAST SEVEN DAYS) the plan 1% 0% 0% -1% -1% -2% -3% -3% -4% -4% -4% -5% -5% -6% -6% -7% -8% Fri Sat Sun Mon Tue Wed Thu [Presentation n [P name] 11 11
Top Tip #2 Decide how you’re going to manage the issue, then stick to the plan. [Footnote text] [P [Presentation n name] 12 12
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Top Tip #3 Recognise opportunities to build your reputation online amidst a crisis. [Footnote text] [P [Presentation n name] 15 15
Helps those most in need • Behaves ethically and acts with integrity • Offers excellent customer service • Helps customers manage their energy costs • Offers products and services that are good value for • money Is open and transparent in the way it does business • [Presentation n [P name] 16 16
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Top Tips: 1. Use your tools to monitor conversations closely: - a blip or spike could indicate an emerging issue - work out the right moment to post your statement 2. Decide how you’re going to manage the issue, then stick to the plan 3. Recognise opportunities to build your reputation online amidst a crisis [Footnote text] 4. Don’t forget the rest of the world – compare your [Presentation n [P name] 18 18 crisis vs. non-crisis coverage. You might be surprised.
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