Recently I was working on a client’s search marketing campaign. Within a few clicks it became apparent just how important monitoring and managing your reputation online can be.

Contributor sites like Yelp, CitySearch & Google Maps / Local make it very easy for anyone on the web to write and publish a review about your business. You might be thinking, “That’s great! We really strive to provide great service, an awesome product (fill in the blank).”

But what about the dangerous cocktail of that one customer who received bad service, slipped through the cracks and likes to talk? You may provide great service 99.9% of the time but one negative review or comment can spread like a nasty virus. You’ve worked for months – even years to build your brand – don’t let one disgruntled person wipe it all away.

Fortunately my client’s online reputation was all very positive but one of their main competitors had numerous scathing, negative reviews and comments that I would guess they know nothing about.

Monitor what people are saying about you

First of all, in order to take action against negative comments about your business you need to know that they exist. If you don’t know they’re out there how can you possibly respond quickly and effectively?

Is the buzz about your business good or bad?

Tools to help you manage your reputation online

One free tool that I like is WhosTalkin. This site lets you search social media conversations. Their search and sorting algorithm uses data from over 60 social media websites like Twitter and WordPress.

WhosTalkin for Reputation Management

Another essential tool for managing your online reputation is Google Alerts.

Google Alerts is an extremely useful tool when you want to know what both consumers and the press are saying about a brand, company, issue or event, or, if you want to know how the public feels about something.

Setting up Alerts is easy. Simply go to Google News and click on the ‘Alerts’ button in the left hand column, choose the word or phrase you wish to monitor, what kind of alerts you want and how often. You can edit and add new ones whenever you like but remember to use quotations to designate an “exact search” if you are monitoring a phrase rather than a single word or you’ll get a lot of irrelevant results.

Google Alerts for Managing Your Reputation Online

Google Alerts can be useful to track the evolution of a news story such as the H1-N1 virus or follow an industry trend. I use it to track SEO trends and product news. It can also be very useful to track the competition and as a reputation management tool. For example, if a disgruntled employee bashes your business on a blog site you will be notified and you can take action.

What should you do if you find a bad review?

Find out who wrote the comment. Who are they? Who do they work for? Is it a competitor? Try to determine what their comment will mean for your business? Is the comment posted on a well-respected, heavily trafficked site? What is their audience reach?

Determine whether the comment is factually incorrect. If it is, request removal or retraction of the comment. Offer to keep the person who wrote the comment up to date on your business via email. If you receive no response leave a comment in your defense at the site. Keep in mind that this should be your last resort. You really want the comment removed.

What if the comment is negative but true?

Try to share your side of the story. Were there extenuating circumstances that kept your business from performing well that day? Note – Don’t make excuses. Show how you are resolving the issue. Did you make an additional hire to help assist customers? Did you change a policy or procedure? Indicate that you are willing to take additional questions or comments via email. Doing so will make the public conversation private.

What can positive review do for you?

Other than giving you a nice stroke and ego boost, a positive comment can have a positive effect in your local search rankings. Local search rankings are influenced by the number of reviews and citations the business has. Citations are “mentions” of your website (may not have a link).

How can you get more positive reviews?

Writing a review for your business may not be on the top of your customer’s list. Let’s face it – It’s a pain. Make it as easy as possible for them to give you good feedback. At ArcStone we use RRR (Ratings, Reviews & Recommendations) pages to help facilitate gathering reviews. The RRR page provides links to the local search sites and explains the process.

Good luck managing your online reputation! Remember if it’s too daunting or you’re just too busy doing what you do – reputation management is a service we specialize in at ArcStone Technologies. Please contact me at lisa@arcstone.com if you’d like details on our SEO & Search Marketing Services.

Have you grown tired of the same old two-dimensional web browsing? If so, this should really pique your interest. If not, I think you’ll be equally impressed. (more…)

Everything evolves, even Thanksgiving. This year a host of high-tech achievements are enhancing the experience of gorging on food and avoiding weird relatives.

Turducken – a chicken stuffed in a duck stuffed in a turkey. Truly the pinnacle of bird-based meat dishes.

Turkey Deep Fryer – make your own deep fried turkey with this all-in-one system. Be careful though, heating a huge vat of flammable liquid to high temperatures can be dangerous.

Smoked Beer Can Turkey – this stroke of genius combines turkey, beer, and several scientific principles to infuse your meal with beer flavor.

Oh what fevered dreams bid to rip the cellular industry a twain? With Google’s new mobile OS out, talks about a 700Mhz bidding war, and a possible Sprint acquisition rumor, the wireless industry is becoming very interesting.

Content providers like Google are increasingly becoming worried over being squeezed by network owners, and with the recent Comcast debacle, Google’s fears are appearing well-founded. The major network owners could destroy content providers’ revenue models if the cost to reach customers skyrockets.

Owning their own networks is the best insurance policy content providers can have, and Google knows this. My guess is, when everything shakes out, Google will own one or more major pathway to its customer. It may be cellular, land-based fiber, or a combination.

Through November 26, the One Laptop Per Child (OLPC) will be handing out two XO laptops per donation – one to a child in a developing country, and one to a child of your choice. The program is called Give 1, Get 1.

Who can resist when Masi Oka is the spokesman?

Additionally, T-Mobile is rewarding donors with one year of HotSpot access, available in about 8,500 locations in the U.S., such as Starbucks, Borders, airports, and Amtrak stations.

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I have been reading some very interesting things about the brain lately, particularly regarding memory. Memory has always been puzzling to me. Why is it I can remember every Futurama episode ever made, hundreds of IP addresses, and countless CSS tricks, but not all the names of my forty-some cousins?

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Great strides in the brain / computer interface domain recently. Researchers at the Wadsworth Center (apparently affiliated with the University of Pittsburgh) have created a brain/computer interface which enables severely disabled people (completely unable to move their limbs) to do complex computing tasks like writing Word documents and sending email.

They have even taught a monkey how to control a robotic arm to grab food and feed itself. All with the power of the mind.

Read the original article.

It gives me hope that I might see the day where I can toss out my keyboard and mouse and simply put on my thinking cap…

After many months of speculation, today Google finally confirmed their intentions for the mobile device market. Some expected a radically new take on the cell phone, while others speculated Google would stay in its comfort zone, and begin their foray into the cell industry with mobile software.

The latter group was correct, Google announced a mobile software platform named “Android”. Android is part of the Open Handset Alliance, which aims to create an open and powerful set of tools that will power a new generation of mobile devices.

This all sound slightly familiar. I could swear a few years ago another company tried the same thing and failed. I would write the Open Handset Alliance off, but hey, it’s Google. I have a feeling things are about to get very interesting in the world of cell phones.

A week ago I was strolling through my local shopping complex with the kids in tow. The weather was rotten, and I was desperately searching for something to keep them occupied for a few minutes so I could rest my weary bones.

To my surprise it wasn’t a toy store, candy machine, or fountain that provided my rug rats with the sensory distraction they so desperately needed. It was an advertisement. More specifically, an interactive advertisement platform from a company called Reatrix.

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One of my biggest complaints about PHP5 is that you can’t do genuine object overloading, you can only fake it using the __call() method and its brethren. The crappy part about __call() is that if you want to do anything complex, you end up reinventing the wheel in a big if, elseif… else block, or maybe a switch statement. It’s not well suited for real overloading, Java style. We’re better off just using func_get_args() at the top of a method and choosing different paths based on what we find in the function arguments. But that too can get overwhelming. I thought of a solution which I find interesting. I’m not saying it’s right, or even a good idea, but it comes as close to real overloading as anything, is quick enough to use, and demands strict variable typing. (more…)