Brand Reputation Management Is Not a Monday-Friday Gig

The concept of a workweek starting at 8 a.m. on Monday and concluding at 5 p.m. the following Friday is cute, but not all that realistic in most cases. Whether you're in sales or engineering, marketing or technical support, there seem to always be tasks that need your attention outside of the listed business week in the company handbook. With the rise of the Web and realtime response and discussion across social networks, managing a brand's reputation is absolutely a 24 by 7 operation. Sometimes, as a groundswell takes on your company, or your products, waiting until Monday to react is simply not an option, for the damage will already have been done.

Today's victim is the pain reliever Motrin, who posted a condescending ad that had many parents seeing red. The ad, posted on their main Web site, essentially stated that carrying one's baby in a sling or backpack would cause undue pain, requiring their product. While delivering a need and solution makes sense, they unnecessarily mocked babywearing as being in fashion, and making you appear like a real mom. The condescending ad ignored the reality of needing to go "hands-free" simply to function, fashion be darned. As a father of twins, I may not be a mom, but I often carry one of the kids around in a sling or a baby carrier, whether to do dishes, or just to type without having to go one-handed. And Motrin's ad was misguided. After my wife viewed it, she said she was surprised the ad got through a series of reviews and passed.

(See the video archived on YouTube)

While not incensed as many mothers said they were, and in a household that didn't have Motrin in the medicine cabinet anyway, we discovered the ad through the power of Twitter, which was ablaze with mommybloggers slamming the campaign. (See: #motrinmoms)

On a weekend not dominated by major news, Motrin's brand got stomped on, and waiting around until Monday to pick up the pieces would be too late. After almost a day of getting dissed, the Web site finally went down tonight, either through exceeded demand, or by way of the company's intervention.

When I talk to brand managers about social media, I recommend three clear steps:

1. Understand
2. Observe
3. Act

They need to understand that your brand is at the mercy of its constituents. And you need to be using monitoring tools to rapidly discover and act upon how it is being used or mentioned - no matter what day it is.

Some basics to get started:

• Twitter Search - to see realtime mentions of your brand or keywords.
• TweetBeep - sending alerts of keywords or your brand to e-mail.
• BackType Alerts - to see whenever your brand is mentioned in comments around the Web.
• Google News search - alerts to e-mail for your brand.
• Google Blog search - alerts to e-mail for your brand in blogs.

These alerts will be automatically sent to you around the clock, even if the doors to your office are closed and the lights are off. Be aware of these services, monitor what is being said, and after all this, act. Don't just react, but do so thoughtfully.

And if you were curious to see just how I look wearing a baby carrier, check out the photo on FriendFeed.

See also:
Marketing Mystic: In Motrin moms debacle, the winner is Twitter
The Standard: Motrin learns there's a downside to viral advertising

BackType Adds Digg, Reddit In Path To Comments Nirvana

Last week, I had the opportunity to meet with Christopher Golda and Michael Montano, founders of BackType, and talked with them about the growth of the site, and their continued efforts to become the blogosphere's number one repository for comments, tracking, search and alerts. Among the first steps they promised, and have already delivered, was the option to add comments you make on social services Digg and Reddit to your profile page. Along with the site's recent integration with FriendFeed, BackType has risen in visibility and functionality, even as few are using the site to its fullest potential.

As Golda and Montano explained over lunch Thursday, the site was originally started to track comments activity by friends they followed from around the Web. With so many different commenting systems out there, from WordPress to TypePad, Disqus and more, no one service provided a full history of individuals' activity, and they saw an opportunity to create a product that was built around comments and the people who make them, rather than individual blogs and their readers.

As BackType has gained awareness, the founders have so far been surprised by the high number of people using the site for social media marketing - tracking keywords for their company and the competition, but it's become a natural evolution of a service that can gauge a company and its products' visibility across the Web. Extending the services that BackType tracks, like Digg and Reddit, makes the product's database more robust and diverse.

Additionally, the rapid integration of BackType to FriendFeed has helped raise the product's visibility, they said. Now, assuming the blog you comment on is being tracked, any comments you make on the Web, assigned to your e-mail address and name, can be pulled into your FriendFeed stream, like Disqus and IntenseDebate have been doing for some time. (You can see my BackType stream in FriendFeed here)

Interestingly, at least for now, the BackType integration into FriendFeed does not track comments from Disqus or IntenseDebate. Golda and Montano offered FriendFeed a "Disqus and IntenseDebate free" version of the feed, as to not avoid overlap from those who had already turned on those services, but FriendFeed took that as the standard, meaning users who want all comments still need to integrate both services. (For example, my Disqus feed is also live.) This might change later, but FriendFeed would need to make the update, and their "to do" list is no doubt long.

As BackType's database has grown, so too has its functionality for companies looking to track their keywords across the Web. I've even set up an RSS feed from BackType for the company where I work, so if we are mentioned in a comment somewhere, our PR firm will see it and have the opportunity to respond or evaluate quickly. You can set your own alerts by e-mail on the BackType.com site or use their Trends site to see the velocity of updates. (Examples: Google, Seesmic, and Obama.)

Smart marketers and public relations people are already searching news, blogs, and Twitter to monitor their brand. To track the brand across comments throughout the Web using BackType is just as important. While you can still follow people and discover what they're saying at the blogs they frequent, and discover new sites, I think BackType will become a more integral part of people's social media monitoring than anyone ever expected. Adding Digg and Reddit, while small additions, just makes their sphere of tracking even more thorough.

In case you want to see what I'm saying on BackType, follow me here: http://www.backtype.com/louisgray.

BackType Adds Comment Keyword Trends to Its Arsenal

In late August, BackType launched to track comments across thousands of blogs, and seemingly nearly as many disparate platforms. The service effectively turned blogging on its head, providing a place where comments were king, and the posts themselves, secondary. With BackType, you can see a single individual's comments from around the Web, and follow multiple people, helping to discover new sites. (My ID can be found here) Today, BackType debuted a new trends application, at http://trends.backtype.com/, based on their API, which shows trends within those comments, including how frequently keywords were mentioned, who said them the most often, and on which blogs those topics came up.


BackType Trends Lets You Search Millions of Comments
The effort to harness large groups of comments and make sense of the noise is not new. Fav.or.it pulled in more than 13,000 comments per day as recently as August, forming the basis for its report on the blogosphere's commenting statistics in aggregate. (See: Fav.or.it Comments On Commenting Statistics) But despite that one-time blip, most comprehensive reports on the state of the Web (yes, Technorati, we mean you) walk right past comments and act as they don't exist. Now that BackType has been pulling in comments for a few months, they're ready to position themselves as the authority on comments, and will be writing about these statistics in upcoming pieces, said Christopher Golda, founder of BackType.


The Presidential Election Has Been a Big Topic of Late
The new trends site, found at http://trends.backtype.com/ lets you graph mentions of keywords or phrases from the millions of comments BackType has pulled from around the Web. The tool can be used to gauge a topic's popularity, based on the total raw number of results, or to see spikes in activity, like with "Joe the Plumber", or the word "Macbook", which, as you can guess, spiked upward around Apple's recent announcement, and then quickly fell.


MacBook Mentions Spiked With Apple's New Introductions
The Trends tool shows results over the last two weeks, graphing the total counts by date, and displaying the top five blogs where the keyword is mentioned, as well as the top five authors of that keyword.

The combination lets you know, for example, that Daniel Pritchett, Robert Scoble and Mark Dykeman are the three most frequent users of the word FriendFeed, and that you're most likely to see FriendFeed discussed on Scobleizer, TechCrunch or Startup News (Y! Combinator).


Who Mentions FriendFeed Most Frequently, and Where? BackType Knows.
Similarly, using the same query, you can find that Twitter is most frequently discussed on ProBlogger, TechCrunch and Mashable.

So what has garnered commenters' interests in the last two weeks? Unsurprisingly, a lot more than just tech, but also, politics and finance. "Obama" clocks in with 80,851 separate comments. McCain tries to match with 69,414 mentions and his running mate, Sarah "Palin" counters with 33,593. On the financial side, you see 7,765 mentions of "crisis", 2,344 mentions of "recession", and 2,681 for "depression".

You can even combine searches using boolean expressions. Searching for "depression OR recession" garners 4,666 responses, but "depression AND recession" only returns 359. Good thing, because searching for these negative keywords has me heading to the medicine cabinet...

What I'd like to be able to do in the future with BackType Trends is compare one term versus another over time, or extend the search over a greater period, or on specific blogs, for example, seeing if Twitter mentions are going up or down at ReadWriteWeb or Mashable. It's also not the most robust, beautiful presentation I've ever seen, but the data is more important than its shell. We're seeing the foundation of what could be a very interesting repository of data, one I'll be tapping into time and again.

Follow me on BackType here: http://www.backtype.com/louisgray.

BackType Launches Widgets and Alerts to Extend Comments Tracker

At the end of August, BackType launched an interesting tool to track individuals' comments across the Web - no matter the commenting platform and no matter the blog, and letting you subscribe to other BackType users to see their comments, wherever they were. In the last few weeks, BackType launched alerts, letting you follow search terms, and today, they launched widgets which enable you to show the places you are commenting around the Web from a single place, most likely your own blog.

As the world of blogging is changing, tweets on Twitter and comments on blog posts are becoming nearly as important as dedicated posts themselves, and BackType has served as a way to find out what other blogs people you follow read and comment on, or to show who is more likely to launch a new story, yet not participate in the following discussion. The service also serves to show if bloggers tend to only participate in the comments on their own site, and not around the Web - something I myself have been guilty of in some weeks.


BackType's New Alerts and Widgets

Alerts

After logging in to BackType, go to http://www.backtype.com/home/alerts to see how you can follow individual words or search terms, and have them deliver e-mail alerts each day, each week, or in real time. You can even choose to follow terms but keep them on your dashboard, without spawning an e-mail.

Widgets

Just about every service has widgets these days, and the new challenge as a blogger can be which ones to install at the expense of others. If you've got the real estate, BackType's new widget shows you comments you've made across the Web, with a favicon of the blog, and its recency - showing how fresh the comment is. Interestingly, clicking on the widget takes you to the actual comment within BackType, and from there, you can click through to the blog post in question.

In case that wasn't enough, Christopher Golda of BackType says more features are planned. BackType has been expanding their coverage through scouring more and more blogs, has been improving the service's search engine, and they're developing an API. Hot on the heels of Disqus' launch of their own public API. it should be interesting to see how innovation in the comments space is developing.

You can find me on BackType here: http://www.backtype.com/louisgray

BackType Goes Forward With Comment Tracker and Search

A little over two weeks ago, I reported on Disqus' platform updates, which brought new features, including the ability to show a "comment blog" that displays all your comments on the platform from around the Web. Today, a new service called BackType has opened up to go beyond Disqus, finding my comments (and yours) from many different commenting platforms and assigning them to a single stream. The service also lets you follow other BackType users, and search across the BackType community to find popular topics of discussion, no matter which blog, or which commenting engine, they take place on.


BackType Shows Comments from Those You Follow Around the Web
At times, reader comments can be just as thought provoking, if not more so, than the original author's blog post. Disqus made some noise this week with the introduction of the ability to "reblog" comments as individual posts, and last month, Fred Wilson of A VC openly wondered if there would come a time when comments were treated equally with posts on popular news aggregators, like Techmeme.


You Can Search BackType for Comments that Contain Keywords
With comments carrying so much weight, it's no wonder some bloggers are up in arms when they've seen their comments move to RSS feed readers or social media sites. But to date, no single service has given comments equal weight, until the arrival of BackType.


You Can Select People to Follow on BackType
When you register for BackType, you can add your blog, or your page on popular comment engines, like Disqus. You can also click on the "People" tab to see the most followed users of BackType, see their commenting frequency, and click through to see their activity. A few BackType users of note, at launch, include Andrew Weissman, Chris Brogan and the aforementioned Fred Wilson. On each person's page, you not only see their most recent comments, but you can also click on the blog icons on the right side of the page to see their comments on specific sites.

Like on Twitter, FriendFeed or other social sites, you can both follow BackType users, or be followed, and you can see the statistics on each user page. Given the site's new status, the most popular people barely break a dozen followers, but I can see how following someone's comment stream could be a lot more rich than their 140-character updates on Twitter.

If you like the idea of a comment blog, you'll really like BackType. If you like seeing what your friends and peers are doing around the Web, in full sentences and paragraphs, not just microupdates, then BackType makes sense as well. You can follow me at http://www.backtype.com/louisgray.