Has anyone ever seen that Sarah Jessica Parker movie, I Don’t Know How She Does It? The one where she lays in bed at night and makes lists? Well, that’s me (and probably all the females in this class for that matter). Except instead of remembering my daughter’s dental appointments and play dates like in the movie, it’s wedding planning, a masters degree and a full-time job. Last night when I was going through my list something stopped me in my tracks- I forgot to do my blog post on time! Sigh. My apologies. So with the it’s better late than never attitude, I shall proceed. Hey, points for fessing up?? 🙂
The reading this week predominately focuses on brand reputation management, particularly in terms of social media. The PR News Wire article discusses the term social echo, meaning “the powerful reverberation of conversations around your brand that occur in the numerous social networks where people gather today.” The article discusses the importance of not just entering into these conversations as a brand, but really listening to what your customers are saying and adapting accordingly. You can use the platforms themselves to go about this, like what people are saying on your Facebook and Twitter pages. I personally often like to search for my brand’s name on SM channels even when they are not @ mentioned. I can usually obtain some vital information from people that are not directly dealing with us.
Of course, it is when listening to these conversations that it sometimes leads to the need for a disaster plan, like the AdWeek article mentioned. Customers are not afraid to say how they feel about your company on social media. Sometimes this can be positive, other times not so much. I think what’s going through all of our heads right now is the Chick fil A debacle and how that spiraled out of control. Thankfully, I have never had to deal with such a situation. Have you ever had to deal with a social media disaster? Do you have a plan in place?