Online Reputation Managament (ORM) – Tools of the trade

Here is a list of tools (mostly free) that I have complied for monitoring brands online reputation. Gathering data is the first step in ORM, second  is interpreting that data and lastly engagement. These tools help  complete the first step in online reputation management cycle, gathering data.

Dashboards

•    iGoogle (www.google.co.za/ig) – Gives a dashboard approach to monitoring

your online reputation, set this as your home page and balance consistently monitoring your clients with useful apps (like Gmail and Facebook notifications).
•    Google Reader (www.google.com/reader) – Aggregator, makes checking your RSS feeds almost as simple as checking your email.
•    Outlook RSS feeds – Set alerts straight into your inbox, like it’s done with Tomato Source.
•    Side widgets/online feeds – Hundreds of readers exist, from your sidebar in Vista to your Facebook account.
•   Yahoo Pipes (http://pipes.yahoo.com/pipes/) – Feed aggregator and manipulator. Set up pipes for news alerts and overviews. Generally Awesome, for the advanced user.

Paid for dashboards
•    BrandsEye (http://www.brandseye.com/)  – Quirk’s BrandsEye is the greatest ORM monitoring tool I have tried to date, its complicated but highly customizable and affordable
•    SaidWot (http://www.saidwot.co.za/) – SaidWot is a simple to use and understand ORM tool, perfect for monitoring that does not need in depth analysis. SaidWot also gives a brand value to mentions which can help justify the online outreach budget.

Brand overviews

•    HowSociable? (http://www.howsociable.com/) – A simple, free, tool that can measure the visibility of your brand on the web across 32 metrics
•    Socialmention (http://socialmention.com/) – A social media search engine offering searches across individual platforms (e.g. blogs, microblogs) or all together with a ’social rank’ score. Whether or not the score is transparent enough to be meaningful is open to debate.
•    Kosmix (http://www.kosmix.com/) – Overview of a brand online posts across multiple platforms, use this for a quick brand audit. Or search for yourself and see what results you get!

Blog searches

Global
•    TECHNORATI Advanced (http://technorati.com/search?advanced) – Technorati’s advanced search page allows you to search for blogs (rather than posts) based on tags.
•    Google Blog Search (http://blogsearch.google.com/)  Google’s index of blog posts. The advanced search tab allows you to search based on additional criteria. Very good for searching between specific dates.
Local
•    Amatomu (http://www.amatomu.com/) – Amatomu is the original blog aggregator and only local category blog chart provider. Unfortunately its reputation and credibility is slipping.
•    Afrigator (http://afrigator.com/) – Afrigator is a blog a aggregator for all African blogs that choose to subscribe to it. It provides RSS feeds for blog searches and is the most reliable blog search service for local blogs. Unfortunately it does not have blog charts by category.

Buzz tracking

•    Google Trends (http://google.com/trends) – shows amount of searches and Google news stories
•    Trendpedia (http://www.trendpedia.com/) – Create charts showing the volume of discussion around multiple topics. Generates cool graphs.

Twitter search

•    Twitter Search (http://search.twitter.com/)  Search keywords on Twitter which “self-refreshes”. See what’s happening — ‘right now’ in a specified location
•    Tweet Deck (www.tweetdeck.com) – one of the many dashboards for monitoring your own tweets and run live searches. Completely addictive for heavy Twitter users
•   TweetBeep (http://tweetbeep.com/) – Track mentions of your brand on Twitter in real time.
•    Twitrratr (http://twitrratr.com/) – Rates mentions of your search term on Twitter as positive/neutral/negative
•   Twilert (http://www.twilert.com/) – Twitter application that lets you receive regular email updates of tweets containing your brand, product, service
•   Twitter Grader (http://twitter.grader.com/)- Grade the influence of twitter users, useful for prioritising our responses.

Website traffic

•    Compete (http://www.compete.com/) – Competitor site traffic reports. Estimates only of monthly visitor data. Best used on large high-traffic Web sites.
•    Quantcast (http://www.quantcast.com/) – Use this on large high-traffic Websites. It allows you to compare multiple web sites in one handy chart. Estimates only of monthly visitor data.
•    Alexa (http://www.alexa.com/) – Comparative site traffic reports. Includes estimated reach, rank and page views.

Multi media search

•    YouTube (http://www.youtube.com/) – Search for videos and channels by keyword.
•    Flickr (http://flickr.com/search/advanced) – Search Flickr for photos, groups or people/users.
•    Viral Video Chart (http://www.viralvideochart.com/) – Displays top 20 most-viewed video (1, 7, 365 days). Includes view counts and charting.
•   Zoopy (http://www.zoopy.com) – The only local image and video hosted, great to save on bandwidth costs. Almost all videos here originate from SA.

If you have anything else you think would be useful please leave me a comment.

Mixed feelings on Standard Banks online reputation management

On a weekly basis Standard Bank (to whom regrettably I am currently a customer of) phones me to sell me products that I am already a customer of, or that are irrelevant to my profile. Every time I ask them to exclude me from their spam marketing list, but they continue to phone me (read spam). In one week I even received three calls selling the exact same product.

Last week I had enough and tweeted on my negative feelings towards them. Samantha Perry (@samanthaperry) sent me a tweet suggesting I contact @standardbankgrp. Within about two minutes Brandsh contacted me via email to resolve my problem.

It’s a #Win that it took them two minutes from me tweeting to them having found my details and contacted me. However not all was kosher, Brandsh contacted me on behalf of Standard Bank on their own email addresses. My compliant is with Standard Bank, I want them to respond not some 3rd party. Also the issue should have been resolved the first time I asked a consultant to mark me as do not contact on the system.

This is where it starts to get dodgy

Brandsh asked me to give them my banking account number via email. Huh? Consistently my bank is warning me about phishing scams and reminding me to never give out details and now some other (random?) person not working for the bank is asking for my account details over email? Wanting to see what the bank was up to I willingly passed over my details .

About 30 minutes later I got a call from Standard Bank (did I just not complain about you always calling me?) asking me to explain what my issue was (I just did that via twitter and email, but I take it that the bank themselves never got that, sigh).

The next day

Standard Bank has recently been taken to task on the social media front with the start of the Standard Blank community

I got sms spam from Standard Bank, and took the same compliant route. The response from Bransh was that they didn’t know of any SMS campaigns that day (great). Got another call from the Bank, again they had little idea why they were calling me, so decided they would call back after I explain my problem. Later they called (again) back and said it would take up to a month for their system to update (you’ve got to be kidding me right?).

Key take outs

• Fix your traditional query resolution channels, customers will spam your online ones if it’s the only channel they get addressed on. This will quickly ruin your online reputation.

• The company should contact the customers, not a 3rd party. Not to say that a 3rd party like an agency should be advising the company the whole time.

• 3rd parties should follow the company they represents practices (in this case asking for  account details over email is surely not in the banks policies).

• I love the investment in social media, but brands should first looking at fixing their internal processes before spreading spend even thinner across more platforms.

• Make sure to pass all the facts along down the resolution chain, its highly frustrating consistently repeating the same stories

• Lastly set rules for the number of times a single customer can be contacted with marketing materials and communicate all brand touch points to all your agencies