Online Reputation Management Laura Price@mrsljprice / @centricaplc

26th October 2017

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Today’s topics

•Are you crisis ready?

•Processes

• Tools

•Top tips

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2 types of issues:1. The ones you cause yourself (by doing or saying something silly)2. The ones you can’t avoid (because sometimes, stuff just happens)

Play out in 3 ways:1. You’ll notice the impact really, really quickly (hours)2. The seriousness will become clear over a period of time (days or

weeks)3. There’ll be nowhere to run and nowhere to hide (months or even

years)

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Get Tooled Up!• know what’s being said about you online • understand where it’s being said• manage those conversations• feed the business with information• get crisis ready!-Lithium, Brandwatch,

Social Simulator

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Social simulator

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Top Tip #1

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Use your tools to monitor conversations closely:

- a blip or spike could indicate an emerging issue

- work out the right moment to post your statement

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1. Decide how you’re going to manage the issue, then stick to the plan

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Fri Sat Sun Mon Tue Wed Thu

BRAND SENTIMENT (LAST SEVEN DAYS)

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Top Tip #2

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Decide how you’re going to manage the issue, then stick to the plan.

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Top Tip #3

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Recognise opportunities to build your reputation online amidst a crisis.

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• Helps those most in need• Behaves ethically and acts with integrity• Offers excellent customer service• Helps customers manage their energy costs• Offers products and services that are good value for

money• Is open and transparent in the way it does business

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Top Tips:

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1. Use your tools to monitor conversations closely:- a blip or spike could indicate an emerging

issue - work out the right moment to post your

statement

2. Decide how you’re going to manage the issue, then stick to the plan

3. Recognise opportunities to build your reputation online amidst a crisis

4. Don’tforgettherestoftheworld– compareyourcrisisvs.non-crisiscoverage.Youmightbesurprised.