How to protect your firm’s reputation

In an age where information travels at warp speed, with social media recording it, magnifying it and spreading it, one careless decision can damage a company’s reputation in a matter of hours, explains Jennifer Janson.

Writing in Sift Media sister title MyCustomer.com, Janson provides tips on how to identify if your company’s actions are in line with your core values...

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Comments

Communication

Clair Downie | | Permalink

Communication -  I feel is so very important with employee's as well as customers & suppliers

Tom 7000's picture

linked in

Tom 7000 | | Permalink

Although I am a member...

 

I am still not sure if there is a point to linked in. All I seem to have done is join have a random list of people be thrust at me that I know a bit or a lot  and they have then  said they know me.

 

How does that help at all?

Judith Fogarty's picture

linked in

Judith Fogarty | | Permalink

There's the same point to LinkedIn as to any networking - it's about becoming known to a wider circle, some of whom will be providers of service and others buyers.

When networking traditionally, to be successful requires an interesting introduction and the ability to follow up. When networking via LinkedIn you need an interesting profile; a recognisable photo; the willingness to maintain a reasonably high profile (LinkedIn gives regular stats so you can see how many people have 'had a look'); and a canny approach to contacts.

One of the best tips I was given was never just to accept a contact but always to follow up with "What inspired you to connect with me?" or "Let's strengthen the connection: when can we meet?" New work has resulted, some of it very profitable. 

Have you talked to James Potter, the LinkedIn Man? We've had training from him that proved very useful. 

Hope this helps. 

 

 

Reputational risk via email

00account | | Permalink

Great article.

What I would add: that to avoid reputational risk you should encrypt sensitive emails. To find your company confidential email published on an internet forum can be quite damaging.

 

simon.freeman's picture

Double edged sword

simon.freeman | | Permalink

Jennifer,

Some great points.  I did a review once for Game before they went under.  I showed them that their Facebook site was a huge list of gripes against poor performance.  Not only did it turn into a hideous list of customer complaints that fed off itself but their failure to respond to any of them further angered the customers who visited (and who made their views known).

The lesson, I believe, is that if you have a bad reputation then going to these social network tools requires a different approach to if you are starting from a positive position.  If your customer base is angry, I would guess you need to look at using the media to wash away your sins and be upfront about things.  I suspect that bad news will flow through these channels anyway but poor engagement will probably throw petrol on the fire.

There are also some web sites out there where staff review the company in terms of rating the place to work.  It can be very enlightening to read up about what the staff think of a potential supplier.  This is very relevant in the service industry.  A disgruntled employee review can definitely create some bad images for the company.