Reputation and THEM

September 19, 2010 at 7:28 pm (Uncategorized) (, , , , )

I am someone who doesn’t know the way to the library. Or maybe I know but I choose not to go through that path. 😀 I started going there almost every week since the start of the semester for my thesis. Before, whenever my friends see me there or when I tell them that I’ll go there, they have this surprised look on their face followed by a grin. Another is my thesis topic, it’s about stress. When I mentioned it to them, all I heard after is a loud laugh. I have this reputation of a carefree, go-with-the-flow and stoic person. They know me as someone who doesn’t know what ‘panic’ and ‘stress’ are. The laughter and the surprised face are manifestations of how they think of me. You see, how we are perceived affects the way people deal with us.

That is why reputation should be given utmost importance. It is WHO WE ARE in the minds of the people. Handling reputation is never easy and it will never be especially with NSM around. It is here to stay whether you utilize it or not. Established companies should not be overly confident because the little Oprahs of NSM can shake the grounds they are standing on. Decreasing sales is the least of their worries. Consumers will not just turn their backs on them and stay silent. With NSM on the loose, organizations are bound to fall to pieces. If consumers hate them, they hate them and the damage can reach to a critical hit because that’s how people see them and that’s how they will behave towards them.

Maintenance is the keyword here. Never do things on a whim. Be consistent. Once you post on any NSM platforms, do it continuously. NSM is not only for managing crisis and advertising. It is, and it should be, for creating dialogue and communicating with your consumers. In doing so, always tell the truth. Never create a fake identity to convince customers.

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13 Comments

  1. sarahforward said,

    I kind of relate with you yayie, I hardly go to libraries too. And sometime the thought of going inside already makes me sick. But its inevitable I guess. And I agree with you too about being consistent with the things we do not just offline but online as well. NSM is not a strategy for correcting mistakes and like what you said managing crises, but NSM is a tool. It helps build good relationships and reputation with other people and for companies with their clients 🙂

  2. Lara Gonzales said,

    I don’t think people would trust a company if they suddenly become very visible online just because they have to repair a damaged reputation. It makes them look guilty. You’re right in saying that companies should use NSM as a tool for building and maintaining smooth relationships with their stakeholders. It’s just sad that even if companies are trying to make PR efforts online, some still fail in sending the right message.

    I remember the report Mina’s group did about KFC’s Facebook page a while back. I’m sure most of us were turned off with the way the person handling the account answers questions from the customers. This shows that it’s not just about replying regularly to queries, it’s also about knowing how to reply properly. Once companies have mastered this, that’s when they really start building a good reputation for themselves. 🙂

    • kitsatwork said,

      I agree with Lara. It just doesn’t make a company look guilty, but the timing of the efforts make a company seem insincerely concerned for their stakeholders. Yes, in the end it all boils down to saving your company’s face but companies should think proactively and not reactively. This reminds me on OrComSoc’s seminar on crisis management, Ms Ritzi taught us that all plans are crisis management plans in the sense that in planning, we are trying to prevent crises from taking place. Crisis management shouldn’t come only when there is a crisis. It should always be a part of a company’s strategy. 🙂

  3. chocostraws said,

    Sincerity is something that companies should not lose when it comes to dealing with their customers. I agree wih that. Online reputation can only be positive if customers feel satisfied with it, so in that sense, companies use of NSM is primarily for customer service. I’d like to share this link regarding how companies can do this.

    Click here:
    http://www.masternewmedia.org/customer-service-is-the-new-social-media-marketing-king/

  4. marievalbuena said,

    Maintenance really does pay in the long run especially today when our reputations are formed and perceived through the viewing of our SNS and other online accounts. I think companies should start realizing right about now that things do get said about them even without their knowledge or permission. Constantly updating oneself on how we are being talked about and perceived online and acting before some form of crisis arises for our company, I think, is one of the best ways to ward off those angry publics and their rants.

  5. Angel said,

    I agree that maintenance is key to having a good reputation online. Companies should not be visible online just because they want to keep up with their rivals or just for the heck of it. Going online is a necessity now, and having a good reputation online is a USP already. So to the companies out there, be it good times or bad times, stay online. 🙂

  6. morethanscribbles said,

    Maintenance and reinvention. 🙂 Those for me are keys to having a healthy reputation and being effective in communicating yourself or your brand. As you have mentioned, “how we are perceived affects the way people deal with us.” Though we have no control over their opinions, we can always control the image we would like to project. So go and create, but learn to recreate because there are a gazillion individuals or businesses out there and we do not want to be identified as the same with them. 😉

    • galeaya said,

      Agree! Maintenance and reinvention are the key values(?) in keeping your niche interested and wanting to involve themselves – and that, as a brand manager, should be your goal, since it’s only by doing so that you are able to gain loyal customers. And we all know what loyalty means – extreme brand affinity such that these loyalists have become brand advocates and brand managers themselves. All that not for profit but for the love of the brand. I’ve experienced that myself, I think, having a certain passion for one brand – so much that I would want to shout to the world and make the world understand how great that brand is.

      I wonder when I’ll get to be on the other end of the stick. : D

  7. shecainess said,

    Reputation is indeed very valuable. it dictates how people see us, think of us. it is not the reputation though that truly matters but how we interact in the world around us. a good reputation can only be useful if it is justified by the individual.

  8. lstea said,

    I find this very good and very easy to read. You see, I’m not one for long reading in blogs and it’s nice to see that even with something this short, you’ve sent a good message. I do believe that the saying, “First impressions last,” applies here.

    Suddenly using new social media just to answer an issue is potentially both good and bad. Companies can use this as a start of their online presence. Maintaining, as you’ve said, this presence by regularly releasing information and conversing with their external stakeholders. However, this sudden usage may potentially become a bad thing if the company merely uses this medium whenever a problem arises and will not even bother to check if there are feedback or replies from those who bothered to read and comment.

  9. gj said,

    But at the same time, we should always opt for a coinciding point for our image and reputation, because it isn’t right to just adapt to what we think will give us a good reputation without giving ourselves the right to express the image we want. We have control over our reputation, yes, but we should not let the idea of having a good reputation overtake the value of letting our image be seen, as to be honest and sincere, which builds strong relationships with stakeholders.

  10. kimgiel said,

    Being consistent is sometimes difficult. At first, i was able to maintain commenting on time and responding to the comments I have but as time went by, my late comments have become more frequent. Yes, it is important to be consistent because it shows you’re really into what you are doing. One single act of inconsistency can make me doubt an organization already.

  11. Franze said,

    I agree with you on this one. Also I think companies should choose wisely on whoever would be handling their online rep. Some of these ‘online experts’ tend to dismiss the power of the netizens, signifying that they aren’t that knowledgeable of the Internet at all. It must be someone who knows how to handle the online crowd (especially when crisis strikes) and has long patience to deal with the disgruntled ones. They must also be diligent in searching and monitoring the online sentiment at all times. Also, whatever real life project or image the company must have, their online PR team must know how to align their online efforts with these. A company can’t have differing ‘real life’ and ‘online’ identity. Effort must be given to make their image coherent and whole.

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