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online reputation management training

Recruiting for the social media team is a bit different from the usual hiring. Don’t fall for the temptation to settle for someone from the IT department who claims he/she will figure out social. It just doesn’t work that way. Beware of the self-proclaimed social experts too. They often turn out to be useless. What you need are recruits with strong people skills, who can spot trends, be diplomatic, have an infectious enthusiasm about your brand, know how to keep quiet about their political views, write well, stay calm under pressure, are able to spot the right kind of fan content to share, and can inspire others.

Whew — if that sounds like a tall order, we are here to help you do that. There are some telltale signs, which are difficult to fake about people who are genuinely cut out to handle social. We know what they are, and will put them to good use for you.


WORKFLOW AND PUBLISHING SCHEDULE

But it’s not enough to recruit people. You need an easy-to-follow workflow. It starts with training the team in setting up and using the listening tools, in following what people are saying about you, in responding to questions and comments, and in sharing company blog posts and updates. Then you have to tell the team about your goals. If things get a little heated, there should be a script to follow to calm things down. Without training, things can get messy. Some issues have to be resolved; other trivial issues ignored. Only a trained team can quickly decide on the type of response. So training is very important.
Next comes the schedule. There’s a wealth of material available on the timings when social media posts fetch the most responses. You can do your own research to find out if there is a pattern in your customer response. Other businesses simply find out when most of their customers are online and time their posts at that time. It can also be a combination of the two. So you need a publishing calendar that is in tune with your customer activity. We will help set up one for you.


RECRUITING A CRISIS RESPONSE TEAM

You need a crisis-response team for sure. Your regular team may not be enough to handle a public relations, social, or reputation crisis. This is why smart companies decide on a crisis team in advance. They will have in-house or outside experts from public relations professionals, lawyers, their own HR team, as well as company top leadership to quickly come together in an emergency. For the team to be effective, each member should know his/her role in advance. Ideally, they would have already met once or twice and brainstormed about the worst things that could happen, and prepared a response to each. It should be clear as to who will be the spokesperson and what he/she will say. It is important that he/she shouldn’t make things worse, but have a calming effect. Sometimes it helps to quickly put out a video or a press release. In short, it helps to be ready and have a playbook to refer. SEOsamraat.com will work with you to war-game possible crises, and respond adequately. We will help you recruit the crisis-management team, brief them, and train them in the tools needed.




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