In this insightful presentation, Luke Brynley-Jones, Founder of Our Social Times, explores the reputational risks and opportunities for businesses in the age of social media. Using case studies and real-life scenarios he explains how to monitor your social media presence and engage online to prevent crises occurring. He also provides guidance on what to do if things go wrong. The presentation includes a review of social media monitoring tools. This presentation was first made at Online Information 2011 (29/11/11)

1. Online Reputation Management
Brynley-Jones
Luke Brynley-Jones

2. www.oursocialtimes.com

3. What could go wrong?

7. Would you know about it?

9. Free Monitoring Tools
Google Alerts (google.com/alerts)
ViralHeat (viralheat.com)
Alterian SM2 (sm2.techrigy.com)
Nutshell Mail (nutshellmail.com)
TweetDeck (tweetdeck.com)
MarketMeSuite (marketmesuite.com)

10. Full Service Dashboards
Brandwatch (brandwatch.com)
Lithium (scoutlabs.com)
Radian6 (radian6.com)
Sysomos (sysomos.com)
Ubervu (ubervu.com)
Visible Technologies (visibletechnologies.com)

11. Full Service Monitoring Agencies
Converseon (converseon.com)
Nielsen BuzzMetrics (en-us.nielsen.com)
Synthesio (synthesio.com)
Integrasco (integrasco.com)
Market Sentinel (marketsentinel.com)

12. Dealing with problems

13. Option 1: Preventative measures
Listen regularly and set up alerts (brand names, products,
senior staff names, competitors)
Set in place clear guidelines, policies and training
Manage your social media accounts carefully
Change your passwords regularly
Prepare for and test “disaster” scenarios
Make friends ☺

14. Option 2: Remove the content
Is it yours? Can you remove the content.
Can you contact the owner and ask them to remove it?
Is it a criminal offence?
Is it against the Terms & Conditions of the network?
In either case - they should remove it on request.

16. Option 3: Engagement
Don’t engage with Trolls.
Do engage with genuine critics.
If you’re right – state the facts.
If you’re wrong: admit it and make amends.
Mobilise your friends ☺

18. Option 4: (Last resort) Bury it
#14 and 15 on Google.co.uk

19. Questions!
Luke Brynley-Jones
@oursocialtimes @lbrynleyjones
www.oursocialtimes.com