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2013 Social Commerce Summit- Devon Eyer

Devon Eyer, Director of Corporate Social Media at Johnson & Johnson presents "Reputation Managament in the Age of Social Media" at W2O Groups third annual Social Commerce Summit during SXSW Interactive.

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2013 Social Commerce Summit- Devon Eyer

  1. 1. WHO “LIKES” YA, BABY?REPUTATION MANAGEMENT IN THE AGE OF SOCIAL MEDIADevon EyerDirector, Corporate Social MediaJohnson & JohnsonMarch 7, 2013Social Business Summit, SXSW
  2. 2. Who owns your brand online? • Who’s behind the avatars? • Who writes the rules about what they can and can’t say? • Where do they get their information? • What if what they’re saying isn’t nice or isn’t true? • Can I stop them? • How do I participate and change the conversation?
  3. 3. MANAGE AND MAINTAIN
  4. 4. The requisite 3-legged stool … * Listen to what’s being said about you * Find and use your voice * Make and keep friends and fans
  5. 5. WHEN THE GOING GETS ROUGH
  6. 6. * Get the facts about how big the crisis is and what direction it’s heading* Respond appropriately, but resist the urge to light your own fuse* Stick to your strategy and rely on social communities to self-correct over time
  7. 7. BONUS ADVICE
  8. 8. * Ignorance isn’t acceptable* Hope is not a strategy* Monitoring and managing brand reputation in the age of social media takes resources, focus and dedication
  9. 9. * Educate your lawyers and leaders* Share openly with others like you* Mitigate risk, then take action
  10. 10. Shameless pitch for followers@JNJNews@JNJCares@JNJParents@JNJHistory@JNJVideowww.facebook.com/jnjwww.youtube.com/jnjhealthwww.jnjbtw.comwww.jnjparents.comhttp://www.linkedin.com/company/johnson-&-johnson&-johnson

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