How to protect your reputation with social listening by Kabir Abdulsalam
“When people talk, listen completely. Most people never listen.” Thomas Hemingway, an American novelist,
As PR Practitioners, You need to protect your online reputation for you to get it down rightly you need to inculcate listen skill.
Listening is a skill of critical significance by which we have a sense of understanding, assessing and responding to what we hear.
The advent and usage of social media platforms makes it easy to miss a question, complaint, or a negative review of your principal or actor.
Filtering information is essential for delivering a satisfying customer experience as over 3.5 billion Google searches happening every day.
Every unattended question, comments or remarks could damage your online reputation, to hold on this, effective protection of your online presence requires social listening.
Lavanya Lombard, a PR Practitioners emphasized that Social listening is the tracking and monitoring of specific keywords, phrases and words to leverage the information for identifying publics pain points whole delivering relevant content to it.
Listen can be seems monitoring but a tining thick separates both.
Monitoring is a step to ensure you capture every brand mention. It is about tracking the mentions, to help you know what’s happening in the social media world about you brand, Services or Actors.
On the other hand, the key to listening is identifying and analyzing the relevant part of a social conversation. Understanding people’s reaction, sentiment analysis, and behavior pattern makes listening an art.
Monitoring makes up a vital part of listening, as all the metrics need to be recorded for proper analysis and interpretation. These terms are often used synonymously with each other.
Today, people google your business before making any business decision with you or Organization you represent.Their first impression is judge by the content they find online reviews, your website design, and results from search engine.
As image of the organisation, your job is to make sure that the information they find works in your favour.
You can do that in two ways. You can build your online reputation by providing useful content, running social media campaigns, working with influencers and providing exquisite customer care.
But you should also actively listen to what people have to say about you, your services and products. This part is called social listening. It’s one of the ways to protect your online reputation, decrease churn, and raise brand awareness.
The majority of our life happens online now. We look for recommendations from other customers, compare offers, or leave our opinions online.
Before almost every purchase, we tend to research the product or service we are interested in.
A high number of unfavourable comments, unanswered questions, and negative mentions about your brand could prevent you from attracting and retaining new customers.
To avoid been tint with unfavorable information, Lavanya Lombard suggests that building strategy, track conversation, and solving problems to combat misleading contents.
Every strategy is aimed at achieving a specific goal. Set up a project that tailored towards.Keep a check on a specific keyword or phrase and monitor an industry specific event.
To help you spot the content worthy of your attention, set up notification alerts.
Social listening helps you discover exactly what you’re dealing with and what actions you need to undertake to protect online reputation.
In the first step, enter the keywords you’d like to monitor, this, will inform you what is happening around your brand. Brand monitoring happens in real-time, so you will get all the information you need in time. You will be able to react swiftly to any content posted online.
McClendon, a PR Practitioners at Regan Communication advice on creating social protection as; Analyse content sentiment
Sentiment analysis will tell you how your customers feel about your brand.
