Tip for reputation management: solve online problems offline

At SEM Days 2012Lucian DESPOIU (Kondiment) gave this idea on an approach on how to do reputation management: rather than openly talk about a subject online, take the discussion outside.

The argument goes like this:

  • Avoid chatting in public about the problem. People will only remember “Oh, there was a fight / argument between the brand and the customer”.
  • People will not remember who won the fight. It’s irrelevant who wins the fight.
  • On the other hand, do try and give a basic solution online. Something like “Sure, we’ll solve this problem by … I suggest we continue the discussion via …”.
  • As a side note, it’s usually great if you handle the situation yourself. Avoid having other people talk about your brand online.

Note: Also see the Yahoo! Group on which I present similar issues:IMRo. To join, email imro-subscribe@yahoogroups.com and reply to the confirmation email.

I am a Freelancer. My expertise is in SEO (Search Engine Optimization) / UX (user experience) / WordPress. Co-founder of lumeaseoppc.ro (series of events on SEO & PPC) and cetd.ro (Book on branding for MDs). On a personal level, I like self-development - events, sports, healthy living, volunteering, reading. I live in London, and lots of things live in me.

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