How can social media impact the reputation of your business? Are you managing your brand in social media or is someone else managing it for you? In this presentation we review the impact of social media brand management best practices, and provide tips and techniques to help you manage your reputation online.

1. How can Social Media Impact the Reputation of your Business? FIT Women’s Business Center Julie Arnold Social Media Manager

2. Who am I? Julie Arnold 19 years in the PR/Communications Business Social Media Manager, Griffin Communications Group Responsible for public relations strategic development, campaign development, media pitching and coverage, press conferences, day-to-day account management including fiscal and budgeting; client relationship management, creative concept development; website monitoring and management. Executive VP/Communications VP for Space Coast FPRA Background in PR/Advertising/Marketing: J. Walter Thompson, USMC Recruiting Command, MWR/USMC.

3. Are you managing your brand? Dominos Pizza Two employees with a video camera uploaded a video to YouTube that went viral In 24 hours the video had more than 1 million views Damaged brand reputation Dominos fought back with a response from their CEO using YouTube and social media Unaware of how quickly social media can become inflammatory

4. Or, is someone else managing it for you? Dominos Pizza cont.. Embraced Social Media Listened to their customers (even though it was difficult) Changed their product Developed a microsite to chronicle the changes http://www.pizzaturnaround.com/ Revitalized their brand

5. Gold Award Winners Comcast Comcast monitors every social media content platform that is relevant to their customers. They exist where their customers and conversations exist. Many times the answers to Comcast’s questions comes from their existing forums, when they cannot answer, Comcast steps in. Or, if it is a direct customer service issue they handle it immediately. Handled by their customer service dept. Have a social media committee that works hand in hand with PR dept. They discuss and determine their strategies and initiatives across markets Support from all levels within the organization

6. Gold Award Winners Southwest Airlines 12 million monthly visits to its website Almost 2 million Twitter followers 1.3 million Facebook Fans Strategy is to listen first Collaborative Team dedicated to answer questions (marketing, emerging media, legal, investor relations) Monitor 24/7, staff of 5

7. Build your brand in social media What is Brand Awareness? The measure of how recognizable your brand is to your target audience A measure of your marketing effectiveness Your logo, colors, key messages—essentially the foundation of your company Branding should be consistent on all platforms including traditional and online media.

8. How can Social Media help me monitor my brand? Social Media should be an important component of your marketing and PR strategy Social Media offers new ways to engage and communicate with your target audiences Still a non believer? Still think Social Media is a fad?

9. Is Social Media a Fad? Social Media Revolution2 (Refresh) http://www.youtube.com/watch?v=lFZ0z5Fm-Ng

10. Monitoring + Engagement By constantly engaging in conversations, creating content, and starting conversations with potential customers, you’re letting people know, time and time again, that you exist and you’re listening. The effects over the long term are significant as customers start to associate your brand with a particular product or service

11. What can I learn from brand monitoring? By monitoring… Understand your customers and community See how and where your brand(s) are mentioned Pinpoint customer satisfaction issues-do they love you? Do they like your new product, or hate it? Monitor for false information Competing brand awareness

12. How do I do it? Define an Objective: I’m monitoring so I can quickly see who is talking about [insert industry keyword] and join the conversation to bring more credibility to my brand. (Brand Awareness) I’m monitoring so I can keep my finger on the pulse of the market so I can figure out what the market actually needs and then create it. (Brand Awareness) I want to monitor because I want to be alerted immediately when people are saying bad / good things about my brand. (Brand Awareness/Information Gathering) I want to quickly respond to all customer service queries, and I’m going to set up a way to collaborate and exchange information seamlessly with my support team. (Engagement) I’m monitoring so I can easily identify people in need of my product and help them at the point of need. (Customer Service)

13. Decide what to monitor Keyword based Company name Brand names Product names Target audience Key executive names Competitors Competitive product names Industry key words Taglines

14. Begin Listening Build a listening platform by utilizing social media monitoring tools www.Google.com/Alerts www.SproutSocial.com www.Radian6.com www.Brandkarma.com

15. Next Steps….. Build your brand in social media Decide on a strategy Awareness Thought leadership Reputation Management

16. Determine your objectives What are your objectives? These should complement your listening objectives. Branding Engagement Information gathering Customer Service

18. Engagement-monitor engagement with customers or potential customers

19. Information gathering-research, polling

22. Twitter: number of followers

23. Blog: number of readers, RSS feeds

25. Facebook: determine the number of times your posts were ‘liked’, shared or commented on

26. Twitter: follow #hashtags to quantify reach, Retweets, @replies and DMs

27. Blog: Monitor comments, subscribers, shares

29. Develop a content strategy

30. What are you going to post?

31. How will it help you reach your goals?

32. Develop a social media team

33. Who is going to post?

34. How often will we post?