Online Reputation Management - ORM

Are you aware of what your customers are saying about you?
What about your ex-employees?
What about your competitors?
Information travels quickly across the internet. Are you listening to the online conversations about your brand?
How are these conversations affecting how people view your organization?

What is ORM?

Online Reputation Management or ORM is, in simple terms - The process of monitoring a brand online, knowing how to deal with any negativity and understanding how you can pro-actively protect your brand via conversation channels.

How to Implement it

Sadly, most people look at ORM in the following way: Monitor their brand, react to any negativity and then feel like they are managing the situation:

However, this is certainly not the best approach to take. The best way would be by already ‘managing’ the situation e.g. positive search results and utilising conversation channels such as a blog or even social networks. From there, any issues you find whilst monitoring will not affect you as badly as it would if you had no strategy in place, and you can deal with any issues directly that you need too, as follows:

3 Core Components

Step 1: Listening to your consumers. This is, in many ways, the foundation of ORM, because the success of the subsequent steps hinges on it.

Step 2: Trying to understand what they are saying about your brand and why.

Step 3: Setting up lines of communication with your clients, finding an effective means of interacting with them, and developing a strategy to manage and respond to online attacks on your company, staff or brand.