Online Reputation Management – How to Repair Your Reputation
Reputation recovery from a cyber attack is not as easy as it sounds. You have to first identify the source of the problem before you can attempt to repair your reputation. It can be done, but it does take time and effort.
First things first, you must first begin somewhere. The most important step to take in order to rebuild reputation is to first determine the root cause of the problem. If you do not do this first then you are destined for a hard fall. With that being said, there are just some golden rules you must be aware of when you are beginning down the road to reputation recovery from a cyber attack. These are:
Determine the reason behind the negative content – If you cannot determine the reason behind the negative content then it will be very difficult to regain any sort of reputation. The best way to do this is to conduct research into the negative content. If you cannot find the answer then simply delete it from your site. If you can find a valid reason for the negative content then that is a different story.
Identifying the stakeholders – This is one of the more important aspects of rebuilding your reputation. Stakeholders represent you in the eyes of the public. In order to successfully and adequately rebuild your reputation, you need to identify these stakeholders. What exactly are they and what is their stance on the matter?
Evaluate the media coverage – Once you have identified the stakeholders then evaluate the media coverage surrounding the cyber attack. You may discover that there were negative stories that could have been more positive and should have never been published. The same holds true for any good crisis response plan.
Be open and communicative – Communication is key when rebuilding your reputation. Communicate with those who are negatively impacted by the cyber attack. Let them know that you understand why they are upset and offer to make it right. If they contact you directly, be responsive. Don’t keep them in the dark about the recovery efforts. If you don’t want to discuss the recovery efforts with them directly then share this information in an appropriate channel.
Assessing the damage done – Now that you have identified the stakeholders, analyzed the media coverage and assessed the damage done, you need to take steps to repair the damage done. Assessing the damage done is an important first step. First, identify which specific brand name, product or service was damaged during the cyber attack. Second, assess the impact on your business by quantifying the financial impact to the company. Finally, determine how the incident negatively impacted your brand and business.
Your goal in all of this is to minimize the negative impact so that the news about your pr disaster will not harm your business. A successful recovery effort should include proactive steps to mitigate any future damage that may occur. You should consider hiring a reputation management firm to help you address the issues so that your reputation remains intact and you can get back to work.
Creating a strategy – In order to make sure that you are taking the most optimal approach to recovery from your PR disaster, it is important that you develop a strategy for recovery. This plan should include what actions you need to take to address the issues that caused the damage in the first place. It should also include the best way to mitigate future damage. Developing a strategy can be difficult, but it is the best way to ensure that your recovery from the PR disaster is as effective as possible.
Monitoring the process – Once you have developed your strategy and your monitoring process, it is important to monitor the progress. You can monitor the progress by looking at metrics and monitoring news coverage. You can also use social media monitoring tools such as Twitter and Facebook to gauge the overall recovery efforts. Monitoring the process of recovery can be one of the most important elements of rebuilding your corporate reputation online. You can also use automated software that allows you to automatically tweet and retweet positive mentions about your brand. These efforts can go a long way towards rebuilding your reputation.
Building a team – In this day and age, it is important that you have a team on hand to help you with this effort. Team members can be from within your company, from other businesses, or from the community. Having a team on hand ensures that everyone is working together to not only recover from the PR crisis, but to also build the reputation that was lost during the PR crisis. A great team should include both employees and consumers and should work to address the issues that caused the crisis in the first place. Through the creation of a culture, team members will become much more comfortable with one another and will be better able to deal with customers.
The final element of reputation recovery and rebuilding your online reputation management strategy is to address any negative stories that may have been published or reported about your company. This can be done through a PR campaign that includes media publicity, statements in the press, and more. Although it may be tempting to simply hide these reports, hiding from the public does not necessarily lead to an effective recovery. By putting the news out there, you can begin to get the message out that you are actively working to repair the damage done and that you are willing to take corrective action to stop the negative reports from continuing.