SOCIAL MEDIA AND REPUTATION MANAGEMENT

Contents •  Hello

1.  Fast facts

2. Reputation management

@quiip

I’m Julie from Quiip

ME: GM @ Quiip | a decade in digital roles | community manager at heart | data geek | word nerd | passion for risk-averse orgs & finance | Westpac, uBank, AMP Capital, Nestle corp comms et. al.

QUIIP: est. 2010 | 24/7 support | forum communities & social media | Australian | Coca-Cola, Big W, Gov’t, NFP | retail finance, superannuation, wealth, mutual, community banks.

@quiip

Hello

FAST FACTS

http://quiip.com.au/44-must-know-social-media-statistics-for-january-2016/ http://www.socialmedianews.com.au/social-media-statistics-australia-july-2016/

@quiip

15 million Australians on Facebook

14 million Australians on YouTube

That’s 125%

of our online population!

Australia’s favourite social networks:

@quiip

3.5 million LinkedIn

4.2 million Tumblr

5 million Instagram

2.8 million Twitter

http://www.socialmedianews.com.au/social-media-statistics-australia-july-2016/

http://quiip.com.au/44-must-know-social-media-statistics-for-january-2016/

@quiip

12.4 million Australians will make at least one digital purchase in 2016 That’s 96% of the online population

http://www.prwarrior.com/2016/03/edelman-trust-barometer-australia-2016/

@quiip

75% of people trust the opinion of family and friends more than: •  Experts •  Companies •  CEOs •  Journalists •  Celebrities and personalities •  Politicians •  ANYONE ELSE

http://www.convinceandconvert.com/social-media-research/5-social-media-customer-service-stats-you-must-know/ https://www.sensis.com.au/about/our-reports/sensis-social-media-report

@quiip

40% of customers who complain via social media expect a response within 1 hour

@quiip

66% of all bad reviews occur via social media and apps

http://wersm.com/your-digital-footprint-online-reputation-breakdown/

@quiip

65% of people see the internet as the most trusted source of information

http://wersm.com/your-digital-footprint-online-reputation-breakdown/

Where do you start?

@quiip

SOCIAL MEDIA REPUTATION MANAGEMENT

If you fail to plan, you plan to fail. BENJAMIN FRANKLIN

@quiip

@quiip

1. Legal or

Regulatory

2. Brand or

Reputation

3. User or

consumer

Quiip’s 3 types of risk

@quiip

@quiip

1.  Social media policy 2.  Understand platform terms of use, privacy policies, employee code

of conduct, and campaign terms and conditions 3.  Social media guidelines 4.  Content assessment guides 5.  Escalation processes 6.  Response matrix 7.  Internal community management guidelines

Seven essentials for your social media toolkit

@quiip

TIP 1: BE HUMAN. EMPATHISE. One of the complaints we see online for financial services is that consumers are not being dealt with in a human way. They dislike being given a copy & paste corporate line.

@quiip

TIP 2: BE EVERYBODY’S BEST FRIEND Engage with and educate staff internally: tech/digital, internal comms, PR & corp comms, HR, marketing, frontline staff & branch networks. Get their buy-in before issues arise or as early as you identify a risk. Become a ‘social business’.

@quiip

TIP 3: BROADCAST VERSUS ONE-ON-ONE It’s overwhelming to receive a high volume of comments relating to an issue. Broadcasting a message via social channels might seem like a quick fix but will attract more activity. Often the time & effort taken to respond one-on-one is the best way to help consumers and protect your reputation.

@quiip

TIP 4: LISTEN Use social media listening or monitoring tools to identify mentions of your brand and related terms. Monitor closely and update escalation and response plans for emerging issues. Connect with advocates to spread positive stories and respond to detractors promptly.

Thanks

www.quiip.com.au

www.quiip.com.au/blog

http://www.twitter.com/quiip

http://www.instagram.com/inside_quiip

www.facebook.com/quiip