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Become a Social Media Super Hero,[object Object],Take the ‘fear factor’ out of flying…get surveillance,[object Object]
There’s a lot going on in social media right now…,[object Object]
With all these mediums, conversations are going to happen online about you / your service / your product / your business / your competitors / your industry these days,  WHETHER YOU LIKE IT OR NOT,[object Object]
So you can choose to participate....or bury your head in the sand and pretend it’s not happening.,[object Object]
Or you can participate. Remember the ‘party analogy’,[object Object],Monitor conversations first - LISTEN,[object Object],Introduce yourself and start conversations, ask questions - ENGAGE,[object Object],Answer questions, give advice, if appropriate (i.e. if you can be helpful) – CONTRIBUTE,[object Object],Share the advice if you believe in it (and encourage others to share yours),[object Object]
If you don’t like what they say…,[object Object]
Social media super hero   reputation management
Be prepared to let go of your,[object Object],brand, at least just a little…,[object Object],[object Object]
Feedback is good (and consumers will talk regardless)
We don't live in a perfect world and no one expects your business to be perfect (okay some do!)
In fact, if you had nothing but 5-star reviews across the board it might strike consumers as a bit suspect, is anybody REALLY that perfect?  
Also, negative reviews offer a golden opportunity, to go above and beyond. See: http://consumerist.com/customer-service/above-and-beyond/,[object Object]
So GO to the party…but go prepared!!!,[object Object],Your options:,[object Object],[object Object]
Choose when to do something about it, and whento let it go!
‘Kill them with kindness’
Ask them how you can fix it...show you care
Personally see it through to the end
Saturate the market with ‘good stuff’,[object Object]
Try this....,[object Object],[object Object]
 http://search.twitter.com/ 	Like Google’s search engine but just for     	Twitter!
http://www.google.com/alerts 	Good comprehensive option to pick up   	mentions on Google.
 http://www.samepoint.com 	Tracks all social media, so should be able to 	find mentions of your business on Facebook 	and Twitter as well as on blogs.

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Social media super hero reputation management

Editor's Notes

  1. In case you hadn’t noticed, there is a fair bit happening online these days.
  2. Hands up if you have seen this do the rounds. I had to include it in today’s presentation. It’s a classic. It is very easy to vent on social media but the consequences can be massive. If you were this girl’s employer you’d be glad you were aware of her posts right?
  3. This lovely lady may be looking smug on her stool right now, but she was toppled last year when she tweeted the logies and got fired as a columnist for The Age with these lovely comments about much loved Aussie icons. Her retort? “ “ the Aussie public didn’t agree. Goneskis.
  4. However you can take it too far. For some it becomes a guilty obsession. They can’t help themselves… to the point of no return…quite simply, it is an addiction.
  5. Hands up if you have seen this do the rounds. I had to include it in today’s presentation. It’s a classic. It is very easy to vent on social media but the consequences can be massive. If you were this girl’s employer you’d be glad you were aware of her posts right?