Online Reputation Management

Session 1

Class Exercise

1. Define Reputation Management

In basic terms, ORM is the practice of giving people businesses full control over their online search results. Search result can make or break down a business and can drastically affect a brand name company. Thus having top search results for the brand company helps to combate negative press, social media attacks and other bad forum posts . That's is what ORM is all about.

2. Are Review Sites the only source of reputation 'publicity'?  Make a list of other sources.

• Word of mouth 
• television
• national and local newspaper
• personal experience
• press

3. How can a hotel (or any company) be progressive with a good reputation online?  List recommended steps.

1. take an inventory: go on different search engines and run a search for your name, go to different page and classify the results as positive negative or neutral
2. stay alert: launch a google alert for hotel name, which informe the hotel each time google detects new material with the hotel name in the content. this will help to stay on the tof of new results.
3. link to existing positive assets: create links to "positive" pages that are already performing but need a slight boost.
4. create new positive assets: create robute profile on your social media locations ( twitter, facebook, , google, linked...), create blogs and put  your name in the url to make sure the will be at the first page of every search, create videos and image tagged and upploaded with the hotel name. the objective is to push negative reviews away from first page results.
5. Don't wait until you need online reputation management to start an ORM campaign

4. Who is responsible for Reputation Management?
I think reputation management is responsibility of the CEO but also anyperson who work in the company

Hotel reputation action plan from Géraldine Artigny

Session 2: Webinar