Insight into latest social media statistics and practical tips for managing your reputation online.

1. SOCIAL
MEDIA AND
REPUTATION
MANAGEMENT

2. Contents
• Hello
1. Fast facts
2. Reputation management
@quiip

3. I’m Julie from Quiip
ME: GM @ Quiip | a decade in digital roles | community manager
at heart | data geek | word nerd | passion for risk-averse orgs &
finance | Westpac, uBank, AMP Capital, Nestle corp comms et. al.
QUIIP: est. 2010 | 24/7 support | forum communities & social
media | Australian | Coca-Cola, Big W, Gov’t, NFP | retail finance,
superannuation, wealth, mutual, community banks.
@quiip
Hello

4. FAST FACTS

5. http://quiip.com.au/44-must-know-social-media-statistics-for-january-2016/
http://www.socialmedianews.com.au/social-media-statistics-australia-july-2016/
@quiip
15million
Australians on Facebook
14million
Australians on YouTube
That’s 116%of our online population!

6. Australia’s favourite social networks:
@quiip
3.5million
LinkedIn
4.2million
Tumblr
5million
Instagram
2.8million
Twitter
http://www.socialmedianews.com.au/social-media-statistics-australia-july-2016/

7. http://quiip.com.au/44-must-know-social-media-statistics-for-january-2016/
@quiip
12.4million
Australians will make at least
one digital purchase in 2016
That’s 96% of the online population

8. http://www.prwarrior.com/2016/03/edelman-trust-barometer-australia-2016/
@quiip
75%of people trust the opinion of family and friends more than:
• Experts
• Companies
• CEOs
• Journalists
• Celebrities and personalities
• Politicians
• ANYONE ELSE

9. http://www.convinceandconvert.com/social-media-research/5-social-media-customer-service-stats-you-must-know/
https://www.sensis.com.au/about/our-reports/sensis-social-media-report
@quiip
40%of customers who complain
via social media
expect a response within 1 hour

10. @quiip
66%of all bad reviews occur
via social media and apps
http://wersm.com/your-digital-footprint-online-reputation-breakdown/

11. @quiip
65%of people see the internet
as the most trusted
source of information
http://wersm.com/your-digital-footprint-online-reputation-breakdown/

12. Where do you start?
@quiip

13. SOCIAL MEDIA
REPUTATION
MANAGEMENT

14. If you fail to plan,
you plan to fail.
BENJAMIN FRANKLIN
@quiip

15. @quiip
1.
Legal or
Regulatory
2.
Brand or
Reputation
3.
User or
consumer
Quiip’s 3 types of risk

16. @quiip

17. @quiip
1. Social media policy
2. Understand platform terms of use, privacy policies, employee code
of conduct, and campaign terms and conditions
3. Social media guidelines
4. Content assessment guides
5. Escalation processes
6. Response matrix
7. Internal community management guidelines
Seven essentials for your
social media toolkit

18. @quiip
TIP 1:
BE HUMAN. EMPATHISE.
One of the complaints we see most often for
financial services is that consumers are not
being dealt with in a human way. They dislike
being given a copy & paste corporate line.

19. @quiip
TIP 2:
BE EVERYBODY’S BEST FRIEND
Engage with and educate staff internally: tech/
digital, internal comms, PR & corp comms, HR,
marketing, frontline staff & branch networks.
Get their buy-in before issues arise or as early
as you identify a risk.
Become a ‘social business’.

20. @quiip
TIP 3:
BROADCAST VERSUS ONE-ON-ONE
It’s overwhelming to receive a high volume of
comments relating to an issue. Broadcasting a
message via social channels might seem like a
quick fix but will attract more activity. Often
the time & effort taken to respond one-on-one
is the best way to help consumers and protect
your reputation.

21. @quiip
TIP 4:
LISTEN
Use social media listening or monitoring tools
to identify mentions of your brand and related
terms. Monitor closely and update escalation
and response plans for emerging issues.
Connect with advocates to spread positive
stories and respond to detractors promptly.

22. Thanks
www.quiip.com.au
www.quiip.com.au/blog
http://www.twitter.com/quiip
http://www.instagram.com/inside_quiip
www.facebook.com/quiip