DOCSLIB.ORG

Online Reputation Management”, Chapter 11 from the Book Online Marketing Essentials (Index.Html) (V

Total Page：16

File Type：pdf, Size：1020Kb

Download full-text PDF Read full-text
Online Reputation Management”, Chapter 11 from the Book Online Marketing Essentials (Index.Html) (V This is “Online Reputation Management”, chapter 11 from the book Online Marketing Essentials (index.html) (v. 1.0). This book is licensed under a Creative Commons by-nc-sa 3.0 (http://creativecommons.org/licenses/by-nc-sa/ 3.0/) license. See the license for more details, but that basically means you can share this book as long as you credit the author (but see below), don't make money from it, and do make it available to everyone else under the same terms. This content was accessible as of December 29, 2012, and it was downloaded then by Andy Schmitz (http://lardbucket.org) in an effort to preserve the availability of this book. Normally, the author and publisher would be credited here. However, the publisher has asked for the customary Creative Commons attribution to the original publisher, authors, title, and book URI to be removed. Additionally, per the publisher's request, their name has been removed in some passages. More information is available on this project's attribution page (http://2012books.lardbucket.org/attribution.html?utm_source=header). For more information on the source of this book, or why it is available for free, please see the project's home page (http://2012books.lardbucket.org/). You can browse or download additional books there. i Chapter 11 Online Reputation Management 254 Chapter 11 Online Reputation Management 11.1 Introduction If Dell were really smart, they’d hire me (yes, me) to come to them and teach them about blogs, about how their customers now have a voice; about how their customers are a community—a community often in revolt; about how they could find out what their customers really think; about how they could fix their customers’ problems before they become revolts; about how they could become a better company with the help of their customers. If they’d only listen. - Jeff Jarvis on his blog, Buzzmachine.com, in 2005 Online conversations1 are taking place all the time: about politics, about Britney Spears, about a pet dog, about nearly anything. People everywhere are engaging in and creating blogs, videos, mashups, and more. It’s called consumer-generated media (CGM)2, and it’s big news for any company or personality today. We’ve learned about the tools of social media and the importance of word of mouth when it comes to viral marketing. Consumers trust each other, and search engines find that trust very relevant. Increasingly, CGM is showing up in the top results of the search engine results pages (SERPs)3. The use of social media has equipped consumers with a voice, a platform, and the ability to amplify their views. The connected nature of the Internet makes these views easy to share, and the accessibility of social media tools makes it easy for other consumers to respond. Whether positive, negative, or just slightly off center, consumers are making their views known and brands are taking heed. 1. A bidirectional discussion between either individuals or a brand and its stakeholders in Added to this is the rising prevalence of CGM in search results, particularly with the an online environment such as social media. recent integration of Twitter into search results and Google’s Social Search. Entries that companies have no control over are ranking highly in brand search results. A 2. Another term for social Google search on “brand name + complaints” will display a whole lot more CGM. media—the media that are published, created, and shared by individuals on the Internet, A company’s reputation can make a difference to its bottom line. Companies that such as blogs, images, and video. listen to and engage with their customers and appear honest and transparent can benefit from a growing fan base of loyal customers who can then turn into 3. What is seen on a search passionate spokespeople. Companies who ignore the voices of their customers will engine when a search is performed. see diminishing loyalty and a growing resentment among the vocal online 255 Chapter 11 Online Reputation Management consumers. So much so that the recent King III report on corporate governance requires that stakeholder reputation is managed in order for compliance.“King III Report,” PricewaterhouseCoopers, 2009, http://www.pwc.com/za/en/king3/ index.jhtml (accessed June 23, 2010). Research by Edelman in 2008 found that 54 percent of individuals trusted fellow consumers ahead of any other source; similarly, Nielsen’s “Trust in Advertising” found that 78 percent of people trust the recommendations of others.“Edelman Trust Barometer 2008,” Edelman, 2008, http://www.edelman.com/TRUST/2008/ TrustBarometer08_FINAL.pdf (accessed June 22, 2010); “Trust in Advertising: A Global Nielsen Consumer Report,” Nielsen, October 2007, http://asiapacific.acnielsen.com/site/documents/TrustinAdvertisingOct07.pdf (accessed June 22, 2010). Companies and individuals need to listen to what is being said about them and learn how to respond to and engage with their consumers in this world of shifting power. Figure 11.1 A search for “Macbook” shows that there are many entries on the SERP (search engine results page) that Apple does not control. 11.1 Introduction 256 Chapter 11 Online Reputation Management 11.2 The First Step: Monitor the Conversation LEARNING OBJECTIVE 1. Understand that listening to the buzz online is a crucial step in the online reputation management process. Focus groups are not required for gauging customer sentiment on the Internet. It’s all out there, connected via hyperlinks and crawled regularly by search engine spiders. Keywords4—the foundation of categorizing and indexing the Web—make it relatively simple (though possibly time consuming) to listen to the chatter online. Customers are not using channels designated by a company to talk about that organization, but the good news is that the Internet makes it easy for a company to use the channels that customers have selected. Online Reputation Management Keywords Online reputation management (ORM)5 allows a company to track mentions6 of itself, its staff, its products, its industry, and its competitors. In fact, the tools allow for the tracking of anything; it just comes down to deciding what is relevant to you. In terms of the company, one can track the following: • Brand name • URL (uniform resource locator) 4. In online reputation • Key products management, a term that is • Key personnel (names, job titles, etc.) used when searching the Internet for mentions. 5. Understanding and influencing In terms of the industry, one can track the following: the perception of an entity online. • Conferences 6. In online reputation • Patents management, the instances when a selected brand, • News company, or staff members are talked about online, usually by clients or consumers. In terms of competitors, one can track the following: 257 Chapter 11 Online Reputation Management • Brand names • Product launches • Web site updates • Job vacancies For example, if Apple were to use these tools to monitor its reputation, some keywords used for the company might be the following: • Apple • “apple.com” • Macbook, iPod, Macbook Air, iTunes • “Steve Jobs” For its industry, Apple might use the following: • Consumer Electronics Show Las Vegas • CeBIT For its competitors, Apple might use the following: • Microsoft, Creative It is also important to track common misspellings, all related companies, and all related Web sites. Tracking the names of people key to a company can highlight potential brand attacks or can demonstrate new areas of outreach for a company. Brand names, employee names, product names, and even competitor names are not unique. To avoid monitoring too much, identify keywords that will indicate that a post has nothing to do with your company and negative match that keyword in your searches. For example, “apple” could refer to a consumer electronics company, or it could appear in a post about the health benefits of fruit. Finding keywords that will indicate context can help save time. So you could negative match words like “fruit,” “tasty,” and “Granny Smith.” 11.2 The First Step: Monitor the Conversation 258 Chapter 11 Online Reputation Management How to Track: CGM and Search Thankfully, ORM does not entail hourly searches on your favorite search engine to see what is appearing on the search engine results page (SERPs), although being aware of your search space is vital as well. There are a number of search engines that allow users to narrow a search to particular media or industries, and using RSS7 (really simple syndication) means that these results can be updated regularly and kept conveniently in one place. Note Remember RSS from Chapter 8 "Social Media"? It means that you can keep track of everything in one central place. Monitoring all mentions means that the following need to be tracked: • Blogs • Twitter • News • Forums • Comment boards • Photos • Videos • Job listings • Events • Patents • Web site changes 7. Abbreviates all the content There are a number of different tools that monitor these areas and supply the most Web sites on the World results via e-mail alerts or RSS feeds. The following are some free tools that are Wide Web contain in order to provide you with specific available. content you want. RSS allows you to receive and syndicate this information without Google has several search services, some of which have been mentioned previously, requiring you to constantly and periodically adds more to the list. With the services below, an RSS feed is open new pages in your available for the search (Google Alerts sends weekly or daily e-mails with updates), browser. Also see feed reader. so that all updates can be available through a feed reader8. 8. An RSS aggregator that lets you view all your RSS feeds in one place. 11.2 The First Step: Monitor the Conversation 259 Chapter 11 Online Reputation Management • Google Alerts.
Load more

Recommended publications
  • Downloaded from Manchesterhive.Com at 10/02/2021 02:28:40AM Via Free Access 70 Go Home?
    3 Immigration and the limits of statistical government Camden Town Hall in North London is a popular venue for weddings and civil ceremonies. In November 2013 it was the venue for the marriage of a Miao Guo, a Chinese national in her twenties and Massimo Ciabattini, an Italian man in his thirties, for which elaborate preparations had been made, including a post-service reception and a hotel room for the night. The ceremony was dramatically inter- rupted by Home Office Immigration Enforcement officers wearing flak jackets and accompanied, oddly enough, by journalists. The couple were pulled apart and taken into separate rooms for questioning. Bridesmaids were also interviewed. This happened because of a tip-off from the registrar, who suspected the marriage was a sham (being undertaken to get a visa), after observing that the couple had had trouble spelling each other’s names. Half an hour of questioning later, and with abundant evidence that the marriage was not a sham, the government officials left and the ceremony was restarted (Hutton, 2013; Weaver, 2013). A Home Office spokesman was reported to comment at the time of this failed raid, ‘it is either the best sham wedding I have ever seen or it is real’ (Hutton, 2013). Journalists had been invited to the raid in the hope that they could write about UK immigration control in a more impressive light than the one that transpired. ‘Performance politics’, as discussed in the previous chapter, requires the state to put on convincing public dis- plays that the ‘audience’ finds compelling. The performance of the border as a space of fear and potential violence has to infiltrate the public sphere, in this case with the help of the local media.
    [Show full text]
  • Corporate Reputation Risk in Relation to the Social Media Landscape
    CORPORATE REPUTATION RISK IN RELATION TO THE SOCIAL MEDIA LANDSCAPE by ANNė LEONARD Submitted in fulfilment of the requirements for the degree PhD in Communication Management in the Faculty of Economic and Management Sciences UNIVERSITY OF PRETORIA PROMOTER: PROF RS RENSBURG MARCH 2018 Dedicated to my parents i Corporate reputation risk in relation to the social media landscape ACKNOWLEDGEMENTS . All glory to Jesus Christ “I know Who goes before me I know Who stands behind The God of angel armies is always by my side The One who reigns forever He is a friend of mine” Chris Tomlin, “Whom shall I fear” . Professor Ronél Rensburg (promoter) Thank you for your wisdom, patience and encouragement. Your career personifies true scholarship - something most of us can only admire. Research participants All organisations and individuals who participated in the study. Transcriptions Samantha Wilson and Venetia Amato, thank you for your professional assistance with a number of transcriptions. Technical editing Samantha Rabie, thank you for patience in helping me put everything into one document and keeping calm when technology worked against us. ii Corporate reputation risk in relation to the social media landscape . Teachers, mentors, colleagues and students along the way “A great teacher has little external history to record. His life goes over into other lives. These men are pillars in the intimate structure of our schools. They are more essential than its stones or beams. And they will continue to be a kindling force and a revealing power in our lives.” From the film “The Emperor’s Club” A number of people who I had the privilege of meeting certainly fit the aforementioned description.
    [Show full text]
  • Redalyc.Social Media Impact on Corporate Reputation: Proposing a New Methodological Approach
    Cuadernos de Información ISSN: 0716-162x [email protected] Pontificia Universidad Católica de Chile Chile MANDELLI, ANDREINA; CANTONI, LORENZO Social media impact on corporate reputation: Proposing a new methodological approach Cuadernos de Información, núm. 27, julio-diciembre, 2010, pp. 61-74 Pontificia Universidad Católica de Chile Santiago, Chile Disponible en: http://www.redalyc.org/articulo.oa?id=97115375007 Cómo citar el artículo Número completo Sistema de Información Científica Más información del artículo Red de Revistas Científicas de América Latina, el Caribe, España y Portugal Página de la revista en redalyc.org Proyecto académico sin fines de lucro, desarrollado bajo la iniciativa de acceso abierto Dossier Comunicación Estratégica SOCIAL MEDIA IMPACT ON CORPORATE REPUTATION: Proposing a new methodological approach Impacto de los medios sociales en la reputación corporativa: Propuesta de un nuevo acercamiento metodológico Social media impact on corporate reputation: Proposing a new methodological61-74) newapproach (p.p.corporate reputation:Proposing a on impact media Social ANDREINA MANDELLI, SDA Bocconi, Milan, Italy, and Università della Svizzera Italiana, Lugano, Switzerland. ([email protected]) / . L LORENZO CANTONI, Università della Svizzera Italiana, Lugano, Switzerland. y CANTONI, y Recibido: 12 / 10 / 2010. Aceptado: 02 / 11 / 2010 , A. , I ABSTraCT RESUMEN LL The aim of this paper is to propose a new theoretical and methodological ap- El propósito de este trabajo es proponer un nuevo enfoque teórico y ande proach to the study of how social media conversations influence corporate metodológico al estudio sobre la forma en que las conversaciones en los M reputation, beyond the current practices based on social media monitoring. medios sociales afectan la reputación corporativa.
    [Show full text]
  • Managing Your Online Reputation: Best Practices for Mid-Sized Companies
    AMERICAN EXPRESS INSIDE EDGE WHITEPAPERS Managing Your Online Reputation: Best Practices for Mid-sized Companies A report prepared by Corporate Payment Solutions INSIDE EDGE Managing Your Online Reputation: Best Practices for Mid-sized Companies Managing Your Online Reputation: Best Practices for Mid-sized Companies is published by American Express Company. Please direct inquiries to (877) 297-3555. Additional information can be found at: http://corp.americanexpress.com/gcs/payments/ is report was prepared by Federated Media in collaboration with American Express. e report was written by Karen Bannan and edited by Michelle Rafter. Copyright ©2 011 American Express. All rights reserved. No part of this report may be reproduced, stored in a retrieval system, or transmitted in any form, by any means, without written permission. Page 2 | Corporate Payment Solution s | September 2011 INSIDE EDGE Managing Your Online Reputation: Best Practices for Mid-sized Companies Table of Contents Introduction 4 Fig. 1, Corporate Boards’ Risk Management Concerns 4 The Definition of Online Reputation 5 How to Manage Your Online Presence 6 Where Social Media Fits In 7 Fig. 2, Social Media Loyalty 7 How to Protect Your Reputation Online 9 Conclusion 10 Case Study: PrimeGenesis Takes “Authentic” Approach to Grooming an Online Reputation 11 A Stamford, Connecticut, executive onboarding firm uses a variety of tools to promote itself on social networks. Case Study: Clements Worldwide Takes Soft-Sell Approach 12 A Washington D.C. insurance company manages its online reputation by focusing on customer service. Page 3 | Corporate Payment Solution s | September 2011 INSIDE EDGE Managing Your Online Reputation: Best Practices for Mid-sized Companies Introduction In the Internet age, bad news travels fast.
    [Show full text]
  • Successful Communications Strategies for Reputation Management
    ASHTON TWEED Successful Communications Strategies for Reputation Management Recently, Business Week highlighted a story on The Corporation reputation of Target it would boost market value by $9.7 billion. with the headline “What Price Reputation? Many savvy Life Sciences companies face unique challenges in managing companies are starting to realize that a good name can be their their reputations. The products marketed by these companies most important asset– and actually boost the stock price.” The have a profound effect upon the health and well-being of patients article reiterates that “more and more (companies) are finding around the globe. The risk/benefit ratios associated with these that the way in which the outside world expects a company to products result in Life Sciences companies being held to a behave and perform can be its most important asset. Indeed, a higher standard. company’s reputation for being able to deliver growth, attract Building, maintaining and protecting reputation is driven top talent, and avoid ethical mishaps can account for much of the by effective communications strategies. This paper will discuss 30%–to–70% gap between the book value of most companies key considerations in building a comprehensive communications and their market capitalizations.” Furthermore, by evaluating the strategy to help manage the public perception of a Life value of perception, the article concludes that if Wal-Mart had the Sciences company. 2 Successful Communications Strategies for Reputation Management www.ashtontweed.com An Effective Furthermore, reaching out to key opinion Elements of the leaders should be an integral part of the Communications communications strategy.
    [Show full text]
  • “Keeping Your Online Reputation in Check”
    “keeping your online reputation in check” Publication of Introduction to Repuation Management Feel Free to Share DFM/Reputation Management 2 What is Reputation Management? You already know what a reputation is; its how people view you. It is how you are perceived. In a sense, it is the summary of how you are viewed by others in the market. When your reputation is damaged, either intentionally or by accident, many of us go to great lengths to take all necessary actions to ensure that our good reputation is preserved. such as relationship management, job performance, and how we typically Personal reputations can be modified and enhanced through activities conduct ourselves. But, what happen when your reputation is affected by something on the web? Feel Free to Share DFM/Reputation Management 3 This is where Reputation Management comes into play. When a reputa- tion is damaged online, it can have profound consequences to businesses and to individuals. Why is this so? Simply because online world doesn’t forget. A negative review, while not technically permanent, can never- theless stay online for a very long time via major search engines such as Google. The good news is that there are methods to manage one’s reputa- tion; either personally, or for a business or organization. Feel Free to Share DFM/Reputation Management 4 Why content lives forever online If it were not for a multi-billion dollar company named Google, Reputation Management wouldn’t be a business. In the past, a reputation could be controlled with articles and by the simple fact that time moves on.
    [Show full text]
  • Glossary of Platform Law and Policy Terms
    This document is a DRAFT for comments, prepared by a working group of the IGF Coalition on Platform Responsibility. Please share your comments on the mailing list of the Coalition or send them via email to luca.belli[at]fgv.br or nicolo.zingales[at]fgv.br Glossary of Platform Law and Policy Terms Developed by the IGF Coalition on Platform Responsibility Status: DRAFT This document is a DRAFT for comments, prepared by a working group of the IGF Coalition on Platform Responsibility, a multistakeholder group under the auspices of the UN Internet Governance Forum. The elaboration process is documented at this link. This document is an official outcome of the IGF Coalition on Platform Responsibility and was elaborated thanks to the contribution of the Coalition’s Glossary Working Group. The members of the working group are: Luca Belli, Vittorio Bertola, Yasmin Curzi de Mendonça, Giovanni De Gregorio, Rossana Ducato, Luã Fergus Oliveira da Cruz, Catalina Goanta, Tamara Gojkovic, Cynthia Khoo, Stefan Kulk, Paddy Leerssen, Laila Neves Lorenzon, Chris Marsden, Enguerrand Marique, Michael Oghia, Courtney Radsch, Konstantinos Stylianou, Rolf H. Weber, Chris Wiersma, Monika Zalnieriute and Nicolo Zingales. 1 This document is a DRAFT for comments, prepared by a working group of the IGF Coalition on Platform Responsibility. Please share your comments on the mailing list of the Coalition or send them via email to luca.belli[at]fgv.br or nicolo.zingales[at]fgv.br 2 This document is a DRAFT for comments, prepared by a working group of the IGF Coalition
    [Show full text]
  • Corporate Reputation Management: an Advertising Perspective
    Volume : 3 | Issue : 4 | April 2014 ISSN - 2250-1991 Research Paper Journalism Corporate Reputation Management: An Advertising Perspective Dr.B.P.Mahesh Professor and Chairman, DOS in Communication and Journalism, Chandra Guru University of Mysore, Manasagangotri, Mysore-06. Assistant Professor, Department of Communication, Central Col- Dr. N. Sanjeeva Raja lege, Bangalore University, Bangalore Research Scholar, DOS in Communication and Journalism, Univer- Mr. M. Dileep Kumar sity of Mysore Mr. M. Research Scholar, Department of Studies in Communication and Parashivamurthy Journalism, University of Mysore, Karnataka The corporate advertising is done over the mass media to promote the company’s image and enhance the organizational reputation. Good corporate advertising acts as an umbrella covering all the products and services associated with a company. Corporate reputation building is indeed a challenging task. Scholars have identified four business parameters that influence corporate reputation namely - general business management, financial management, corporate marketing and corporate communication. Scholars have noted that corporate reputations are built, maintained and enhanced by several elements, such as being part of the corporate strategy, not merely a public relations or advertising slogan. Studies have revealed that corporate reputation building has tremendous economic value in the age of globalization. In today’s ABSTRACT competitive environment, authentic facts and figures need to be generated through systematic evaluation in order to plan and activate corporate advertising practices of public and private organizations in modern society. The paper highlights the role of advertising in the process of corporate reputation management. KEYWORDS Advertising, corporate advertising, reputation management, business promotion. Introduction Hanson and Stuart and Barney concur that corporate repu- Corporate advertising has become the most effective tool of tations once created are relatively steadfast.
    [Show full text]
  • Moroccan University Students' Online Reputation Management
    International Journal of Education & Literacy Studies ISSN 2201-568X (Print), ISSN 2201-5698 (Online) Vol. 1 No. 1; July 2013 Copyright © Australian International Academic Centre, Australia Moroccan University Students’ Online Reputation Management Zoulal Mansouri (corresponding author) University Hassan II Ain Chock Casablanca - Ecole Supérieure de Technologie Km 7, Route El Jadida, B.P. 8012 Oasis Casablanca, Morocco Tel : 0212 679 79 46 92 E-mail : [email protected] Youssef Mrabet University Hassan II Ain Chock Casablanca - Ecole Supérieure de Technologie. Km 7, Route El Jadida, B.P. 8012 Oasis Casablanca, Morocco Tel : 0212 66 34 72 672 E-mail : [email protected] Received: 17-05- 2013 Accepted: 27-06- 2013 Published: 01-07- 2013 doi:10.7575/aiac.ijels.v.1n.1p.47 URL: http://dx.doi.org/10.7575/aiac.ijels.v.1n.1p.47 Abstract Online reputation management (ORM), a component of e-marketing, has grown so fast over the past few years and has become increasingly significant to internet users. The permanence of the content generated on the net, mainly on social networks, has become a huge issue to consider. Because they live in this digital age, digital natives have a major responsibility in the way they create content and handle their reputation online long before beginning their job hunting. To clarify the matter, this paper explains through a review of the literature, the relationship between online reputation and social networks. To examine this issue locally, this study was conducted among college students in Casablanca. It aims to explore basically how they use Facebook and to what extent they are aware of the digital footprints that are kept on the net.
    [Show full text]
  • Social Media and Reputation Formation1
    SOCIAL MEDIA AND REPUTATION FORMATION1 Michael Etter City, University of London [email protected] Davide Ravasi City, University of London [email protected] Elanor Colleoni Reputation Institute [email protected] 1 We thank Associate Editor Peer Fiss and the three anonymous reviewers for their invaluable feedback and guidance. We furthermore thank Emilio Marti, Patrick Haack, Thomas Roulet, Jeremy Moon, Dan Kärreman, Jukka Rintamäki, Dennis Schoeneborn, Friederike Schultz, Lars Thøger Christensen, and Eero Vaara, for very helpful comments and discussions on previous versions of this paper. We also benefited from presenting previous versions at the 2014 annual meeting of the Academy of Management and at a 2015 OTREG meeting. We also thank the European Commission for research funding (EC Marie Skłodowska-Curie Actions European Fellowship scheme). 1 SOCIAL MEDIA AND REPUTATION FORMATION ABSTRACT The rise of social media is changing how evaluative judgments about organizations are produced and disseminated in the public domain. In this article, we discuss how these changes question traditional assumptions that research on media reputation rests upon, and we offer an alternative framework that begins to account for how the more active role of audiences, the changing ways in which they express their evaluations, and the increasing heterogeneity and dynamism that characterizes media reputation influence the formation of organizational reputations. KEYWORDS: Social media, reputation formation, news media, media reputation, organizational reputation 2 In April of 2017, three security guards dragged a random passenger against his will through the corridor of an overbooked United aircraft and threw him violently off the airplane. Two passengers filmed the short incident with their mobile phones and instantly uploaded the videos to the social media platform YouTube, from which the vivid videos spread through social media networks such as Facebook and Twitter.
    [Show full text]
  • Listening In: Fostering Influencer Relationships to Manage Fake News
    Listening In: Fostering Influencer Relationships to Manage Fake News Michele Ewing, APR, Fellow PRSA Associate Professor Kent State University [email protected] Cheryl Ann Lambert, Ph.D. Assistant Professor, Kent State University [email protected] Acknowledgement: The authors gratefully acknowledge financial support for this study through the Arthur W. Page Center’s Page Legacy Grant program. Public Relations Journal Vol. 12 Issue 4 (September 2019) © 2019 Institute for Public Relations Executive Summary As fake news is used to corrupt communication, organizations can suffer reputational and monetary losses. This onslaught of fake news has significantly impacted the public relations industry, and practitioners are left scrambling to address the causes, symptoms, and consequences of exposure relative to the brands they represent. Social media platforms have been a bane to public relations because organizations often face an uphill battle to prove their communication is credible (Sprout Social, 2018). The backlash from select groups can lead to disinformation campaigns and other deliberate efforts to mislead the public. News reports and case studies developed from external viewpoints reveal some insights about how organizations can manage fake news crises. Without first-hand accounts from public relations practitioners, it’s impossible to know what actions a company can take to prevent and manage fake news. We fill this gap by exploring the experiences of public relations practitioners who have successfully navigated fake news and other crises. We view our findings through the lens of the Social-mediated Crisis Communication (SMCC) model (Austin, Liu, & Jin, 2012), a framework of social media tools to manage communication before, during, and after a crisis.
    [Show full text]
  • Online Reputation What Are They Saying About Me? Discussion Paper Prepared by the Policy and Research Group of the Office of the Privacy Commissioner of Canada
    –––––– Online Reputation What are they saying about me? Discussion Paper prepared by the Policy and Research Group of the Office of the Privacy Commissioner of Canada Table of Contents Abstract .................................................................................................................................................................................... 1 Introduction ............................................................................................................................................................................. 1 Reputation and Privacy ............................................................................................................................................................ 1 Some features of online reputation ..................................................................................................................................... 2 Real world risks of reputational harm .................................................................................................................................. 3 Posting information about others ........................................................................................................................................ 4 A word about kids .................................................................................................................................................................... 4 The right to be forgotten ........................................................................................................................................................
    [Show full text]