The joys of summer vacation season have come to a close — beach days, family cookouts, and long, sun-filled days are making way for cooler weather, changing leaves, and a return to productivity.
For us, September is the New Season, a time during which we refocus. There are more inquiries, new engagements, faster execution of strategic plans, and a lot more content creation. We didn’t stop working in the summer, but we stepped back from ENews, taking time to pause, refresh, and recharge.
As we dive headfirst into this new season, I wanted to share with you what we’ve been working on.
It all goes back to these central tenants of our business — content creation and social media management, which are valued by Google. These have become our most sought-after services. We create social media content for our clients with tens of thousands of LinkedIn followers — some have scaled to those heights since they started working with us.
We craft Facebook and Instagram posts, and tweets — yes, tweets are still a thing even in the era of “X.” We’ve also set up client accounts on Threads. For much of this work, we harness modern AI technology, but we curate everything to guarantee accuracy and, most importantly, maintain the voice of our clients’ brands. Their reputation counts on this.
Articles, Blogs & Transitions
Our team of skilled writers — this includes everyone from professional freelance journalists for CBS and The Wall Street Journal to Hollywood screenwriters — create streams of blog posts and articles that are published on a variety of platforms, including leading industry periodicals.
At Reputation Communications, we continue to design and publish clients’ websites, molding them to be industry-specific so that they catch the eyes (and search engine hits) of those seeking their brands.
Throughout this time, there have been transitions. We’ve grappled with how to manage the limitations of X that Elon Musk placed on it, as the former microblogging site Twitter evolves into something new. We also have been staying up-to-date on the changes to Google and other search engines, now that AI has changed how algorithms feature your work and has impacted the way the world sees and discovers you.
In the past, we were engaged solely to repair reputations online. Now, more than half of our clients use us to amplify their reputations. We are the engine that powers increased visibility around our clients’ industry achievements and personal endeavors. This is because it is in many ways a new season for our clients as well.
Reputation management for entities is particularly relevant these days as the whole world watches the Twitter saga unfolding.
With the social media giant in freefall and its new boss Elon Musk pushing his own inscrutable agenda, the question of how organizations can effectively manage reputations during times of change or crisis should be front of mind for the leadership of any organization paying attention.
Since Musk took the reins of the social media giant, Twitter has faced major challenges such as users and advertisers fleeing the platform and senior employees jumping ship. The mass layoffs the company has endured and the media circus accompanying every action has exacerbated the hit to Twitter’s brand.
The situation could become more volatile.
It is still not clear what Musk’s vision for success with Twitter is, and there are plenty of reasons to be skeptical of his ability to dig himself out of the deep hole he has dug himself, despite the success of Tesla and Space X.
Perhaps this is a case in which we can examine how an organization can learn how to manage its reputation in the public eye… and come out even stronger.
The current imbroglio that Twitter finds itself in is an extreme situation where the world’s richest man has acquired the world’s public square and the result is a stunning explosion of brand value. But observant companies can still learn valuable lessons from this fiasco about how to manage their reputation in the public eye, and even come through stronger when faced with significant challenges.
What it is, and why it matters
Reputation management is often defined as the practice of influencing stakeholder perceptions and public conversations about an organization and its brands. It includes monitoring perceptions and conversations, responding to reputation threats and proactively seizing opportunities to boost reputation.
Reputation management is more challenging for an organization with many moving parts, as opposed to individuals or small businesses which can monitor reputations online by tracking news, reviews, and social media.
A larger organization, especially a publicly traded company, must manage expectations of shareholders and multiple partners, so reputation management becomes complex. But there are steps organizations can take to put their best foot forward online, in the media, and to their customers.
What can organizations do to protect their reputations?
Companies can take several steps to manage their reputation on an organizational level. A positive reputation can take years to build and a few minutes to ruin. There is always the risk that one misinterpreted tweet or post can cause a maelstrom on social media, so it is best to consider the following actions, all of which can be done preemptively.
– Be as transparent as possible in communications and with your audience.
Of value today in an organization is the ability to be transparent and own a mistake. Brands are as fallible as people, and as creators and influencers continue to be the face of organizations, brands will continue to strive to be perceived as relatable. This is especially true for Gen Z, who grew up on screens and understand which brands are authentic.
-Be diverse, but really embrace diversity
A lot of lip service surrounds diversity these days, with limited real action often taken in organizations. The best way to change is to promote diversity in your organization (including diversity of thought). Work to build diverse teams and share with your community what you’re doing, particularly the wins of team members.
-Be good to your employees
As we’re seeing with Twitter, Musk’s behavior and communication style is driving many employees away. His direct and abrasive style is self-selecting for employees who value his style of management, but the optics (as covered in the media) are not great. In general, people do talk, so being good to your employees will help generate good will.
These are three important points for reputation management on an organization level, but attention must also be paid to your online presence. In Twitter’s case, this is less relevant as they are a social media company. But most companies have a robust digital footprint which needs to be monitored.
Steps for a better online presence:
-Prepare a digital strategy
As the saying goes, “failing to plan, means planning to fail,” so having some kind of plan is key. The online world is dynamic, but the good news is you can gauge feedback immediately and understand trends with easily accessible analytics.
-Make your website (and social media) the authority
There is often an educational component to the service or product you market. With so much noise online and everyone jockeying to be an “expert,” building a presence with authority and developing content such as testimonials, data, and media links will help you stand out. The more authority you have online and the more transparent your communication, the better your reputation will be.
-Have conversations with your customers
Your customers are your lifeblood and engaging with them (and the comments they post) can help spot challenges which may arise. Taking that extra step is also key in building brand loyalty with your community.
On April 2, The Wall Street Journal published an interview with me: “CEOs Face Reputation Pitfalls If They Avoid Social Media.” It focuses on the dangers social media poses to executives, and on the reasons mistakes seem to happen so often.
The article is behind the newspaper’s pay wall, but you can read the full text here.
I would like to elaborate on some of the important points the interview touches on. Social media can be an attractive way of engaging with your consumers and the broader public, but it can easily turn into a reputation headache. No executive should have a Twitter account – or any presence on social media – unless she or he has a very clear strategy and measurable goals. And for executives in a regulated industry, or that have already been the target of negative publicity, our advice is to stay off.
Your Presence on Social Media May Not be Worth the Exposure
Why? Unless being active on social media serves a specific objective, it isn’t worth the exposure.
In some cases, social media can be a very effective tool. If the public strongly identifies the CEO with the brand, that CEO can use social media to build the audience for the brand. Elon Musk is a good example. He is Tesla (and everything else his company does). Mary Barra is on Twitter and uses it well. Social media is also often a good match for senior execs in advertising, media, fashion and transportation.
On the other hand, Howard Schultz, CEO of Starbucks, is not on Twitter. But Starbucks itself is, and has over seven million followers. Howard Schultz gets plenty of media exposure already. If he had a Twitter account there is a chance he may get too much attention…and attention that would detract from the Starbucks brand.
Social Media Tips for High-Profile Leaders
If you are a high-profile leader in any industry – or organization – and have not yet adopted social media but are thinking about it, consider taking these steps:
Study the social media landscape, paying special attention to what your peers are doing. Who is doing it well? Who is not? Who is staying away entirely?
Identify what you hope to achieve. Consider how it could impact your organization and its brand. Who will manage your account?
Mistakes do happen. How will you respond to a crisis? Are the benefits worth the possibility of a crisis? An example of one: 500 Twitter followers lampooning your last tweet…and then protesting your salary and recent layoffs at your firm.
The golden rule for social media is to stay neutral. If you want a presence but don’t want to create waves, post about topics that are safe. Avoid stating opinions that aren’t in line with your organization’s brand. That will help you avoid joining the list of executives whose social media gaffes have made headlines.
Mark Zuckerberg’s recent entry onto the national political stage, which culminated earlier this month with his first public speech on immigration reform, highlights how many of the key tools in online reputation management can be part of a strategic approach to political involvement and activism. (Strategic political involvement is also often an essential aspect of reputation management.)
Silicon Valley’s elite includes political donors from across the political spectrum. Top tech companies like Twitter are forming PACs and hiring lobbyists. But with his leading role in FWD.us, an immigration reform lobbying group that he launched earlier this year with longtime friend Joe Green, Zuckerberg has taken a step further into the political realm. He “is building a new social network, and this time it’s political,” Jennifer Martinez declared in a recent article for The Hill. Zuckerberg “is using his clout as a top business executive and American success story to advocate for comprehensive immigration reform.” With the right approach, Zuckerberg has the opportunity to repeat the success of Facebook with FWD.us, and build a network that will harness significant political influence. After all, the majority of the public now conducts their research online – and makes significant types of political donations online.
Difficult terrain
Unlike building a friend-based social network, however, that task requires navigating a perilous and intensely divided political landscape. FWD.us didn’t make it far before stumbling. Just a few weeks after its formation, the group faced backlash for ads supporting politicians such as Lindsay Graham and Mark Begich and lost a couple of high-profile members, including influential entrepreneur Elon Musk. In the future, FWD.us might be able to avoid such problems by hewing closer to Zuckerberg’s other political activities. By donating to both New Jersey Governor Chris Christie and Newark Mayor and Senate candidate Cory Booker, he was recently able to prevent himself from being pigeonholed or harshly criticized for a more partisan stance.
In his New Yorker essay, Robert Packard skewers Silicon Valley for “solving all the problems of being twenty years old,” rather than looking at bigger-picture solutions. IN that vein, FWD.us has been criticized for wanting to do “little more than securing more coveted H1-B visas, essentially granting an influx of foreign, skilled technology workers to fill the Valley’s talent shortage.” Zuckerberg wisely addressed that point in his speech. “We talk about high-skilled H1-Bs and full comprehensive immigration reform as if they are two separate issues,” he said. “But anyone who knows immigration knows that they’re not.” He described the goals of FWD.us in more detail in a Washington Post piece back in April, and being more vocal about those issues in the future could help the group rise above the political fray. While Zuckerberg and FWD.us can undoubtedly cultivate a powerful political network in support of immigration reform, Elon Musk offered some valuable advice when he left the group: “I have spent a lot of time fighting far larger lobbying organizations in D.C. and believe that the right way to win on a cause is to argue the merits of that cause.”
Entrepreneur Elon Musk is a leader in space exploration and founder of the pioneering electric car company Tesla. Yesterday David Brooks explained why Musk represents the best aspect of capitalism. Brooks was inspired by Bloomberg tech writer Ashlee Vance, whose comprehensive profile of Musk was published a week ago.
Both articles provide insight into the myriad elements that influence how today’s visionaries are perceived. Musk’s public image has been built from such elements as views from friends and colleagues like Silicon Valley venture capitalist Peter Thiel and WebTV co-founder Bruce Leak, skeptical voices on the Tesla Death Watch blog, his frank acknowledgement of two divorces (one in which both he and his ex-spouse blogged about the divorce negotiations), unhappy employees who have filed lawsuits and blogged about Musk’s demanding CEO style (which some say compares to Steve Jobs’), the need to schedule 10 hours a week to dating, and his goal of establishing a colony on Mars within 15 years.
Musk is part of the new era of entrepreneurs using technology to lead the way into a better future. He is self-made and has been involved in launching successful ventures that have gone public, enabling him to fund his current undertakings. Articles on his personal and work life may not be on everyone’s reading list, but they may be the best information investors and entrepreneurs who hope to follow his lead in business can find.
