How do you manage your social media reputation?

Your social media reputation is the sum of how your online audience perceives and reacts to your brand, content, and interactions. It can affect your credibility, trust, and influence, as well as your bottom line. Managing your social media reputation is not just about posting positive messages or deleting negative comments. It requires a strategic approach that involves monitoring, measuring, and improving your online presence. Here are some tips on how to do it effectively.

1 Monitor your mentions

The first step to managing your social media reputation is to know what people are saying about you online. You can use various tools and platforms to track your mentions, such as Google Alerts, Social Mention, or Hootsuite. These tools can help you monitor your brand name, keywords, hashtags, competitors, and industry trends across different channels and sources. By monitoring your mentions, you can identify potential issues, opportunities, and feedback, as well as respond to your audience in a timely and appropriate manner.

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Kylie Cammon

Founder, Flying Hare Social 🐰 || Co-Founder, Rabbit Hole Digital 🐇
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It’s worth mentioning that there are many, many other social media management systems (SMMS) available beyond Hootsuite that allow you to monitor for keyword/brand handle mentions AND allow you to engage with those mentions (as appropriate) within a single platform. That list includes: -Hootsuite -Sprout Social -Khoros -Sprinklr

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2 Measure your performance

The second step to managing your social media reputation is to measure how well you are achieving your goals and objectives. You can use various metrics and indicators to evaluate your performance, such as reach, engagement, sentiment, share of voice, and conversions. These metrics can help you understand how your audience is interacting with your content, how they feel about your brand, how you compare to your competitors, and how you are influencing their behavior and actions. By measuring your performance, you can assess your strengths, weaknesses, and areas for improvement, as well as adjust your strategy accordingly.

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Kylie Cammon

Founder, Flying Hare Social 🐰 || Co-Founder, Rabbit Hole Digital 🐇
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While I agree that sentiment is a valuable metric to track in theory, the reality is that most tools’ Natural Language Processing (NLP) capabilities still aren’t perfect at identifying sentiment of posts/comments/mentions — especially in cases of sarcasm, inside internet jokes, etc. Typically, this results in sentiment figures that skew heavily “neutral” regardless of how people actually feel about your brand.

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3 Improve your content

The third step to managing your social media reputation is to improve the quality and relevance of your content. You can use various techniques and best practices to create and distribute content that resonates with your audience, such as keyword research, content optimization, content curation, content repurposing, and content promotion. These techniques can help you increase your visibility, authority, and value, as well as attract, engage, and retain your audience. By improving your content, you can enhance your image, reputation, and relationships, as well as achieve your desired outcomes.

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4 Engage with your audience

The fourth step to managing your social media reputation is to engage with your audience in a meaningful and authentic way. You can use various methods and channels to communicate and interact with your audience, such as comments, messages, reviews, polls, surveys, live videos, and user-generated content. These methods can help you build rapport, trust, and loyalty, as well as solicit feedback, insights, and testimonials. By engaging with your audience, you can show your personality, values, and appreciation, as well as address their needs, concerns, and expectations.

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Jeff Ventola

Marketing | Artist | Educator
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Even in today's automated/digital world, nothing beats having an actual conversation. It's ok to pick up the phone and have a discussion with your client base. This is the best way to build trust and confidence in your brand.

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5 Handle criticism

The fifth step to managing your social media reputation is to handle criticism in a professional and constructive way. You can use various skills and strategies to deal with negative comments, reviews, or complaints, such as listening, empathizing, apologizing, explaining, solving, and following up. These skills can help you defuse the situation, restore the trust, and prevent escalation, as well as demonstrate your accountability, responsiveness, and customer service. By handling criticism, you can turn a negative experience into a positive one, as well as learn from your mistakes and improve your performance.

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6 Monitor your results

The sixth and final step to managing your social media reputation is to monitor your results and track your progress. You can use various tools and methods to analyze and report your results, such as dashboards, charts, graphs, and tables. These tools can help you visualize and summarize your data, as well as compare your results to your goals, benchmarks, and standards. By monitoring your results, you can evaluate your effectiveness, efficiency, and impact, as well as identify gaps, challenges, and opportunities for improvement.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How do you manage your social media reputation?

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1 Monitor your mentions

2 Measure your performance

3 Improve your content

4 Engage with your audience

5 Handle criticism

6 Monitor your results

7 Here’s what else to consider

Social Media Measurement

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