Understand The Reputation Management Triangle
If you could see a building’s skeleton, you’d see triangles. The three sides of this basic shape are ideally suited to holding up a lot of weight, because each side supports the other sides.
The Three Sides Of The Reputation Triangle
Online reputation management has three sides, too, and they each support the other. Just like the triangles in the girders of the skyscraper, this basic shape does the work of supporting a lot of weight so that a business can be built to last.
- Side 1: Proactive Reputation Management – This is the stuff you put out there, on your site, in social media, advertising, etc. Most businesses will be very careful to construct a positive reputation online and this is where many stop. It’s important, it’s foundational, but it isn’t enough because it is only one side of the equation for strength.
- Side 2: Online Reputation Management Monitoring – Another side of the triangle’s strong shape is the ongoing attention to what is being said about your business. This can change with one disgruntled employee or customer who posts a negative review and snowballs into vindictive rhetoric on a forum. Other times it will be positive recommendations from satisfied customers. Negative or positive, it all has to be monitored or you won’t know what is going on.
- Side 3: Reactive Reputation Management – The third side of the triangle is the steps taken to repair damage when it happens. It’s easier to fix a leak at the beginning than it is after the flood, and it’s easier to fix a reputation issue when it starts.
If the first two sides of the reputation management triangle are in place, you’ll be able to quickly respond to a problem and deal with it. Action taken depends on what is happening and can be anything from diplomatically calming an irate customer to correcting misinformation on a blog to legal action when appropriate.
It Takes All Three Sides To Be Strong
Kids in science class take toothpicks and make triangles, then use those triangles to build strong supportive structures that hold far more weight than a single toothpick can carry. The strength of the triangle depends on all three sides supporting the others, and the strength of your reputation is dependent upon all three sides of the online reputation management triangle.
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