ORM Do’s and Dont’s for Social Media
If you are a business and just setting up your Online Reputation Management (ORM) system, there are a few basic Do’s and Dont’s to keep you on the right track in managing your online presence and reputation, especially when it comes to Social Media.
The good news is, when your ORM plan is executed correctly, it will empower you and your business to understand and respond to what people say about you online.
Many customers use social media on a daily basis, therefore, you have to make sure you are part of the conversations through active participation on the social media platforms used by your audience.
So, spend some time to scan all that is said on social media about you, your brand and your business. There are several online resources, like Google Alerts and Talkwalker Alerts that make it easy to keep track of when and where your business or brand is mentioned.
Let Social Media work to your business advantage…
Social media has made it easy for consumers to share advice regarding companies and brands. So, it is crucial that even a single adverse remark should not be left undetected. Hence, you need to be vigilant at all times.
Numerous surveys have shown that prospective customers seek and receive advice via social media, thereby, influencing what product or service they buy.
Therefore, with your ORM in place, you can let social media work to your business advantage.
Investigate and learn what your customers and others are saying about your brand and business. Make an effort to promptly interact with as many as possible. Avoid sending harsh comments to those who write negative reviews. More importantly, always respond and encourage those who have written positive reviews about your brand.
Give special focus to regular commentators and other social influencers that command a strong following and that are able to drive their followers either towards or away from your business and brand.
Here are some specific mistakes to avoid:
- Avoid getting into arguments and fights online.
- When possible, try to take the conversation offline where you can sort out or deal with the specific situation.
- Avoid harsh or rude language
- Do not assume that negative comments are bad for business. Turn these into opportunities to show your customers that you care about them.
- Do not threaten legal action.
- Before responding online, make sure you have the facts at hand.
By dealing with negative comments in a positive way can help amplify your positive messages about you and your brand.