Comments on: Monitoring your brand and acknowledging mistakes http://thinking.tacticgroup.com/branding/monitoring-your-brand-and-acknowledging-mistakes/ Regular thoughts on web marketing & winter tourism from Tactic Group Sat, 12 Dec 2009 20:25:03 +0000 http://wordpress.org/?v=abc hourly 1 By: Tactical Thinking » Blog Archive » Sound advice from a political speechwriter http://thinking.tacticgroup.com/branding/monitoring-your-brand-and-acknowledging-mistakes/comment-page-1/#comment-706 Tactical Thinking » Blog Archive » Sound advice from a political speechwriter Sat, 24 Jan 2009 15:18:14 +0000 http://thinking.tacticgroup.com/branding/monitoring-your-brand-and-acknowledging-mistakes/#comment-706 [...] Companies are realising that they can’t fully control their brands online - but they can participate in the conversations that shape them. [...] [...] Companies are realising that they can’t fully control their brands online – but they can participate in the conversations that shape them. [...]

]]> By: Doug http://thinking.tacticgroup.com/branding/monitoring-your-brand-and-acknowledging-mistakes/comment-page-1/#comment-226 Doug Thu, 29 May 2008 20:34:25 +0000 http://thinking.tacticgroup.com/branding/monitoring-your-brand-and-acknowledging-mistakes/#comment-226 Good question, Mitch. With regards to identifying the 'threat' or occurrence of negative comments you're right there is an overhead involved in constantly monitoring all social media networks. There are tools available which are designed to notify a brand owner if their keywords appear on any of the channels being monitored (Keith mentions a couple on his later post on 'Reputation Management'). There are also companies who offer services to do this on a client's behalf. Once a situation like you describe has been identified it would really depend on the nature of the comments or what has been written. The networks that require a user to register will have a set of terms and conditions to protect members of the network. If the negative comments break the terms then the network administrators have a duty to remove them and maybe ban/block the infringing user. Most social networks will be self-policing and fairly democratic places. Users tend to make rational judgments once they see both sides of an argument and in some cases enter the fray to defend the target of the negative comments. Will McInnes wrote a great piece on the pros/cons of social media, and also the risks involved in <em>not</em> innovating: <a href="http://blog.willmcinnes.co.uk/blog/2008/04/avoid-risk---sp.html" rel="nofollow">Avoid risk - sprint towards the online people monster</a> Good question, Mitch. With regards to identifying the ‘threat’ or occurrence of negative comments you’re right there is an overhead involved in constantly monitoring all social media networks.

There are tools available which are designed to notify a brand owner if their keywords appear on any of the channels being monitored (Keith mentions a couple on his later post on ‘Reputation Management’). There are also companies who offer services to do this on a client’s behalf.

Once a situation like you describe has been identified it would really depend on the nature of the comments or what has been written. The networks that require a user to register will have a set of terms and conditions to protect members of the network. If the negative comments break the terms then the network administrators have a duty to remove them and maybe ban/block the infringing user.

Most social networks will be self-policing and fairly democratic places. Users tend to make rational judgments once they see both sides of an argument and in some cases enter the fray to defend the target of the negative comments.

Will McInnes wrote a great piece on the pros/cons of social media, and also the risks involved in not innovating: Avoid risk – sprint towards the online people monster

]]> By: Mitch http://thinking.tacticgroup.com/branding/monitoring-your-brand-and-acknowledging-mistakes/comment-page-1/#comment-219 Mitch Tue, 27 May 2008 23:12:25 +0000 http://thinking.tacticgroup.com/branding/monitoring-your-brand-and-acknowledging-mistakes/#comment-219 Hi Keith, interesting discussion. I also believe in acknowledging any feedback (both negative & positive). By really listening to the demographic a business is targeting, it is offering instant and emotionally substantiated market research. I do however have one question for your team & responders. In the news we have all heard about the American girl who commited suicide, as a result of social media, being used as tool of manipulative slander and deformation. I was just wondering what could be done in a situation, for example, where a disgruntled employee went on a social media sabotage mission, and what tools are available to contain/block this if such an event was to occur. As a SME, one doesn't have the time to constantly search for, and respond to everything. Hi Keith, interesting discussion.
I also believe in acknowledging any feedback (both negative & positive). By really listening to the demographic a business is targeting, it is offering instant and emotionally substantiated market research. I do however have one question for your team & responders.
In the news we have all heard about the American girl who commited suicide, as a result of social media, being used as tool of manipulative slander and deformation.
I was just wondering what could be done in a situation, for example, where a disgruntled employee went on a social media sabotage mission, and what tools are available to contain/block this if such an event was to occur. As a SME, one doesn’t have the time to constantly search for, and respond to everything.

]]> By: Tactical Thinking » Blog Archive » Reputation management http://thinking.tacticgroup.com/branding/monitoring-your-brand-and-acknowledging-mistakes/comment-page-1/#comment-208 Tactical Thinking » Blog Archive » Reputation management Fri, 23 May 2008 22:23:20 +0000 http://thinking.tacticgroup.com/branding/monitoring-your-brand-and-acknowledging-mistakes/#comment-208 [...] few days back I wrote a post about brand monitoring and how negative customer comments posted on social media platforms are not always a bad [...] [...] few days back I wrote a post about brand monitoring and how negative customer comments posted on social media platforms are not always a bad [...]

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