Online Reputation Management Through Social Media

Just recently, a report from Reputation Managers came out highlighting that Online Reputation Management is a major issue for Fortune 100. The report  is also considered a major blow even to small and medium companies wherein structure is a bit flat as compared to Fortune 100.

As noted in their survey using Google search;

1. 16% had a severely bad reputation management issue on the first page of Google.
2. 24% of the bad items found seem to be opinions of a single person, versus fact or standard public knowledge. (complete report here)

In hindsight, most of these organizations lacks the mechanism to control, manage and influence their respective brands. Now, how much more with social media? As we all know social media is here to stay. In fact, more and more pages from various social networking sites are being indexed by Google that can also influence your potential consumers search experience including your BRAND.

Influenced by Reputation Managers research, I also did a quick research on how major call centers are performing in terms of managing their respective employer brands via social networks (Facebook, Twitter etc.). Upon checking, only the following have started managing their brands using Facebook’s fan page/clubs:

1. Convergys – more than 1,100+ fan/members
2. eTelecare – more than 600
3. Aeges PeopleSupport – more than 300
4. TeleTech – more than 1,800+ members
5. Qualfon – a relatively new in the Philippines with over a hundred members

Using the data acquired from my quick review, there were other groups and clubs dedicate to these call centers. Some of them were above 200+ members but mostly were below a hundred. The numbers might be telling us that these guys haven’t exploited yet the whole social media fever, but it’s a good sign already that more and more companies are joining the bandwagon in managing their respective brands using various social media tools and apps.