People are talking about you… But do you know what they’re saying? Laura Solomon Library Services Manager OPLIN An Infopeople Webinar Tuesday, April 24, 2013
Less free The darker side of the Internet
The “norm police”
Digital rap sheet The Internet is forever.
A different world
SMILE
Traditional listening
What is ORM? What is Online Reputation Management?
Your library ’ s image
Consistency matters
You ’ re seen online FIRST
What people say online is #1
New tools for new medium
Why track?
What to track? ?
Which social dashboard?
Alerts Google is your friend here.
Tracking your brand across the net
Is your library rated?
Fundamentally flawed?
Now what?
Don ’ t hush
Don ’ t make it worse
What else? Acknowledge wrongs Don’t repeat Don’t ignore
Respond early.
YOU
Be honest.
Offer personal help.
Don ’ t create new personas
Yelp & consequences
True? False?
If the facts are wrong…
Either way, tell!
SOME THINGS You can do to improve your library’s rep
Accentuate the positive
ASK
Get the WORD out
Keep talking To patrons
Respond… Quickly Personally Appropriately
What does this mean to me, Laura?
Reputation is priceless.
Keep your eye online
Don’t hide.
Be human.
It’s ongoing
“Remember, if you don’t participate in the story, it will be told without you.” From “The Transparent Library: Library PR 2.0” by Michael Casey and Michael Stephens, LJ, Oct.15, 2008
Absolutely shameless plug
Questions? Laura Solomon Twitter: laurasolomon Blogs: What Does This Mean to Me, Laura? ( )
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