Online Reputation Management
The Art of Online Reputation Management (ORM)
Online Reputation Management (ORM):
ORM involves monitoring, addressing, and mitigating online reviews, comments, and mentions to maintain a positive online reputation for a brand or individual.
Workflow:
☞ Monitoring: Monitor social media, review websites, and other online platforms for mentions of the brand or individual.
☞ Analysis: Assess the sentiment of mentions (positive, negative, or neutral) and identify common themes or issues.
☞ Response and Engagement: Respond to customer reviews and comments professionally and promptly. Engage with the audience to address concerns.
☞ Content Creation: Create positive and authentic content to counteract negative publicity and highlight brand strengths.
☞ Review Campaigns: Encourage satisfied customers to leave positive reviews and testimonials to enhance the overall reputation.
The Art of Online Reputation Management (ORM)
1
Proactive ORM
Includes content creation, social media engagement, and review management to
enhance the brand's image.
2
Reactive ORM
Mitigating damage by addressing issues, providing explanations, and seeking resolution.Responding to negative reviews, comments, or information as they appear.
3
Strategic ORM
Developing a long-term plan to proactively build and maintain a positive online
reputation.Utilizing various online channels and tactics to influence public perception.