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

TweetBeep: Twitter Keyword Alerts to Your E-mail

On yesterday's micromedia panel here at the Blog World Expo, I said the way that companies can start using microblogging tools is to first be aware of them, and second to monitor them, before jumping in deep with both feet. The idea would be to understand the nature of the community, and to see how your business or industry is being perceived on the service before sending off tweet after tweet. As one of the best tools to follow your company's mentions online is to use Google's News Alerts or Google Blog Search and have them delivered by e-mail, TweetBeep intends to do the same thing - following terms you specify and sending them to your e-mail, either by the hour or by the day.

Using TweetBeep, as you would expect, is fairly simple. Sign up for an account with TweetBeep, and then add alerts, by hour or by day, register your e-mail address, and you will get notified by e-mail when your search terms come up.


Adding a new alert for #bwe (Blog World Expo)


My active TweetBeep alert list
You might be wondering why you would use TweetBeep instead of Twitter Search (formerly Summize), but relying on TweetBeep takes the manual intervention out of it. Instead of searching yourself, the alerts are automatically delivered. And for an enterprise corporate setting, e-mail is easily understood.


TweetBeep delivers results via e-mail
While TweetBeep isn't new, having launched back in May with Orli Yakuel on Go2Web20, there's no doubt this tool is being under-utilized, relative to other alert tools. So if you want to keep track of what's being said about you or your company in the Twitterverse, set up an account and get started. It just might be a tool you can use to get your boss to understand how the microblogging community is thinking about your product in real time.