Hi, I am Brittany and I am the Data Operations Manager at Data Slam LLC. I wanted to provide some information to some of clients and as well as others that have questions concerning certain topics dealing with Digital Marketing and the tools that are used. I will keep it brief, but there is a lot if information to cover. In addition I will not throw technology jargon at you, it is important that you understand what and why I am explaining this to you. So if you have any questions or you would like to ask about our services and designs please contact us.
Understanding ORM – Online Reputation Management
ORM or Online Reputation Management is a tricky subject; and I will tell you why. The World Wide Web is now considered the Wild West simply because there are not a lot of laws that are in place to govern the information that is posted out there.
Mainly when something that is negative or fraudulent is posted or commented upon; the entity has to contact the governing platform and request to have that content removed, corrected or whatever needs to be done.
Why is Online Reputation Management so important? I will tell you why.
Negative Comments or Reviews
Ever had a disgruntled employee or unhappy customer and they leave a scathing comment or review? Well ORM views that comment or review and lets the entity know that it is out there. Now what do you do? ORM can do several things depending on what media platform that comment or review was left on. Several methods can be deployed, one is to remove the comment or review (depending how scathing), another method that is used is adding new content to push that content lower. By adding new content it pushes the old content lower and lower and the search engines will only show the newer content. This is important, no matter what industry you are in you will get a negative review or comment.
Let’s face it we cannot make everyone happy all the time. Research has shown that a business or entity could have thousands of 5 star reviews but if it has any negative reviews those are the reviews that a consumer will review first. What to do? ORM can reply to the negative review if cannot be removed.
For example – Comment – We went to Bob’s Restaurant the food was disgusting and the service was horrible.
ORM can respond to comment – We are so sorry that you had a negative experience at our restaurant. It is important at Bob’s that our customers are happy. Please come back and give us another try. Please contact us with your user name and we will provide you a free meal. Thank you in advance for giving us another try.
By doing this even if consumers see those negative comment or reviews they also see that you provide customer service and that as a consumer they are important to you.
Other things that ORM does are monitor the information that is out there publically concerning a business or an entity. The information that is out there needs to be accurate and up to date.
ORM also provides protection on online branding of an entity or business. And let’s be honest that is important, if you are branded as a family business and someone post something pornographic it nature what can that say to your potential customer or about your brand? ORM gives you a chance to take control and ownership of your reputation and content.
Just the Facts: Here are the bullets points of the information, just in case you are like me and just want the facts.
- ORM helps combat against negative and fraudulent information about you on the World Wide Web.
- ORM protects you and your business’s branding.
- There are few laws that protect what is posted on the World Wide Web. You need someone in your corner who knows and understands them; also you need someone who knows how to mitigate with the sites to remove those negative or fraudulent information.