Managing Online Reputation: How to Protect Your Company on Social Media (Palgrave Pocket Consultants)

What do you when a customer lets fly at you on a high profile review site or when Greenpeace launches a surprise attack on your Facebook page? When a competitor trashes your products anonymously on a consumer review platform, one of your people goes AWOL on Reddit, or when misinformation and disinformation run rife across the web during a major crisis? Social media has been here for years yet organizations of all shapes and sizes continue to tip toe nervously before peeved customers, aggrieved employees, eagle-eyed activists, sceptical bloggers, and opportunistic trolls. Big names are easily sullied and hard won reputations dismantled in today's volatile, judgemental, and unforgiving court of public opinion. __Managing Online Reputation__ is a practical guide to protecting and defending your company's name and image on the internet and in social media. Discover: • The top strategic, societal, behavioural, legal, operational and other kinds of threats to your reputation posed by social media. • How organizations like Buffer, FedEx, Goldman Sachs, ING Direct, Tesla, Shell, and the US Nuclear Energy Institute handled serious online attacks on their businesses and reputations. • How you can prepare for, respond to, and recover from serious incidents and crises using social media. __Palgrave Pocket Consultants__ are concise, authoritative guides that provide actionable solutions to specific, high-level business problems. "The internet and social media make managing a company's reputation significantly more challenging. While consumers and stakeholders wield new powers to champion and damage brands, many organizations continue to manage their online reputations in a piecemeal and reactive manner. Managing Online Reputation sets out a structured and comprehensive approach for middle to large companies and governments to plan, develop, control, and manage their online reputation in today's fast-paced communications environment. Drawing on recent examples of organizations managing their online reputations effectively and ineffectively, it provides a practical tool-kit of processes and techniques to safeguard and respond effectively to negative situations online. Palgrave Pocket Consultants are concise, authoritative guides that provide actionable solutions to specific, high-level business problems that would otherwise drive you or your company to employ a consultant. "-- Provided by publisher The new abnormal Part I. Understanding the threats. Defining online reputation threats Strategic and financial threats Social and environmental threats Behavioral and legal threats Operational and technological threats Part II. Managing incidents. Formulating the right response The furious customer The rogue employee The committed activist The hostile journalist The backfiring campaign Part III. Handling crises. The changing face of crises Preparing for a crisis Responding to a crisis Recovering from a crisis Epilogue. Managing Online Reputation is a comprehensive look at online reputation management. Drawing on recent examples of organizations managing their online reputations effectively and ineffectively, it provides a practical and visual tool-kit of processes and techniques to help limit and respond effectively to negative situations on social media.