Sports reporter Britt McHenry was in the headlines last week after a video surfaced of her making harsh, verbally abusive comments to a tow truck company employee after her car had been towed away.
This week’s “Crisis of the Week” column in the Wall Street Journal sums up the incident well:
A video of the incident shows Ms. McHenry lashing into the employee, making fun of her appearance and education, and questioning her choice of employers. Ms. McHenry later apologized on Twitter, and ESPN responded by suspending Ms. McHenry for a week. Her comments to the tow-truck employee came days after she put a post on Facebook asking her followers to “take the high road and be nice to people.”
Discussion online and off continues about whether ESPN should have allowed her to return, and whether her apology was sufficient. Our take? Everyone makes mistakes. The best-intentioned of us have bad days (and even very bad days). Living with pressure is part of being in the public eye. Most public figures can recover from an incident such as this, but time—and Ms. McHenry’s thousands of fans—will decide how this rude tirade will impact her public image. That includes whether they want to continue watching her on ESPN.
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.
Future Crimes exposes the ways criminals, corporations and countries are using new and emerging technologies against you – and how this makes you more vulnerable than you ever imagined.
Here are two excerpts that stand out:
If you don’t own and control your own online persona, it’s extremely easy for a criminal to aggregate the known information about you and use it for a wide variety of criminal activity, ranging from identity theft to espionage. Indeed, there are many such examples of this occurring, especially for high-profile individuals.
The more data you produce, the more organized crime is happy to consume. Many social media companies have been hacked, including LinkedIn (6.5 million accounts), Snapchat (4.6 million names and phone numbers), Google, Twitter and Yahoo. Transactional crime groups are responsible for a full 85% of those data breaches, and their goal is to extract the greatest amount of data possible , with the highest value in the cyber underground.
In 2013, the data broker Experian mistakenly sold the personal data of nearly two-thirds of all Americans to an organized crime group in Vietnam. The massive breach occurred because Experian failed to do due diligence.
Goodman concludes Future Crimes with an appendix of tips that will help readers avoid more than 85 percent of the digital threats that they face each day. (Turning off your computer at night is one.) Reading the book will help you understand why they are so important.
When a photograph of a young Target employee named Alex went viral earlier this month, the teenage cashier demonstrated not only how quickly a person (or a story) can be launched into Internet prominence, but also how easy it is to lose control of the situation. As the Washington Post’s Caitlin Dewey puts it, “Alex may be ‘Internet famous,’ but the Internet owns him.”
Stokke and Seida’s stories reveal the havoc that unsought online exposure can wreak. While she at first tried to contain the torrent of attention, Stokke soon “learned a distressing lesson in the unruly momentum of the Internet,” according to the Post’s Eli Saslow. In addition to seeing her photo spread across the web, she also had to deal with someone impersonating her on Facebook and an unofficial “fan site” that used her name as its URL—not to mention countless stares and phone calls. Seida tried to get websites to take down her photo, but she makes the important point that “once something like this spreads, it’s out there forever.”
There was probably very little that Stokke, Seida or Alex could have done to prevent their images from going viral. But having an online reputation management strategy in place would have given them some control of the situation, allowing them to mitigate negative effects and use the event to build their brand. Publishing quality content that follows SEO and Google PageRank best practices, for example, can help prevent unanticipated material from suddenly monopolizing that critical first page of search results. Having a well established social media presence allows you to participate in the online discussion. But handling social media thoughtfully is also critical, as Seida learned. “I’d posted the image on Facebook, but like so many before me, I’d failed to pay attention to my privacy settings when I uploaded it,” she writes in her Salon piece.
The Internet casts its harsh spotlight on new subjects every day. One day that spotlight may fall on your or your organization. When it does, being ready could make a world of difference.
Customer reviews on sites such as Yelp and Google My Business (formerly Google Places for Business) are a growing concern for most companies. They often have little choice whether they are listed on these sites. Then one day a review appears at the top of a Google search of their company’s name. And it stays there, whether it is authentic, verifiable or anonymous.
In response, services have emerged that help companies track and manage their online reviews. They offer tools to monitor reviews, multiple ways to attract positive feedback from customers and the ability to publish those positive reviews on several websites.
Birdeye is one such company offering these services. We interviewed co-founding CEO Naveen Gupta, a Silicon Valley veteran, on the state of the industry.
How many review sites now exist online? We track more than 100 review sites. I believe there are thousands, but only about 100 are influential. Of those, 50 or so are applicable to every type of business. The rest are in vertical markets — niche sites dedicated to specific industries like dentistry, law or finance.
Which do you consider the most important? Tier 1 directories like Yelp, Google, Yahoo, Facebook, Twitter and Yahoo have the most traffic. In Tier 2 are the verticals – sites devoted to specific industries. Avvo, a site that ranks and reviews attorneys, is in this tier. Tier III sites are general business listings such as Yellow Pages, Insider Pages and Super Pages.
What do you consider the most common misunderstanding of business owners about online reviews?
What we see across all verticals is that businesses small and large have been caught unaware of customer feedback because of the proliferation of review sites. As a result, they don’t know which sites to participate on. Depending on your type of market, the importance of the sites differ. Often, business owners don’t know where, and when, their reviews have appeared.
Authenticity of reviews is a concern. Many sites are not good at validating the identity of users. Or the customer’s review does not include the full issue – just their take on it.
Remediation is another big issue we see. Most review sites are not remediation vehicles. They are just one-way venting platforms. Studies show that happy customers generally don’t write reviews – only the unhappy ones do. Unless business owners actively encourage their feedback, satisfied customers don’t provide it. Proactive services enabling business owners to attract them have become necessary to succeed in this environment.
Review sites are often accused of manipulating results so that only negative reviews show up unless businesses pay a fee to the company. What advice do you give to business owners in such situations?
Not every business owner feels they have the time or resources to invest in managing their online reviews. Yet, your brand is your #1 asset. Don’t outsource it. Pay attention. Rather than focus on ratings, invite and focus on the feedback from your customers. Then address it. Use tools to automate the process. It’s about providing great service, correcting any problems and turning your customers into your advocates.
Larger enterprises and franchises are more concerned with monitoring reviews across the spectrum, comparing customer satisfaction across locations or regions, then feeding the data into their systems so they can make customer management adjustments.
There are new tools to help business owners manage all of this. It has become nearly impossible to handle manually. Fortunately, that is now unnecessary.
Naveen Gupta has had senior executive roles at RingCentral, Monster, Yahoo and UTStarcom. He studied in the Executive Education program at Harvard Business School; has an MBA, Finance from NYU Stern & London Business School; and a B.S.in Electrical Engineering from BITS Pilani.
This is the first in a series of interviews with experts whose work relates to online reputation management.
While Cameron Diaz fairly called the hacking a “major violation” and Emma Watson noted that the reaction to the leaked photos has been even more disturbing, Kim Kardashian zeroed in on another important point. “I think it’s a big wake up call for people to make sure they have every privacy setting,” she told the BBC.
Steps to safety
Navigating the online world is part of our everyday lives, but the terrain can still be treacherous.
Despite the unwelcome attention, hacking victim Jennifer Lawrence has managed set a great example. By confronting the issue head-on, “she turned what could have been a minor embarrassment into marketing gold, reinforcing her own celebrity-brand values and differentiation,” writes Wall Street Journal columnist Gregory J. Millman.
Many tech companies have been reluctant to restrict questionable content such as the recently leaked photos (because of both free speech concerns and the valuable traffic they can bring), but there are signs of potential change. “Twitter, YouTube and others may ultimately decide to take a more active approach to policing user-generated content,” observes the New York Times’ Mike Isaac, and Facebook just introduced a new “Privacy Checkup” feature to help users manage what they share and with whom. Such steps might help, but for now the forecast for online privacy remains the same: cloudy with a chance of embarrassment.
“As long as the Internet keeps operating according to a click-based economy, trolls will maybe not win, but they will always be present,” Whitney Phillips, author ofThis Is Why We Can’t Have Nice Things, tells Manjoo. Wired’s Laura Hudson recently offered a similar assessment, and back in 2011 Forbes.com contributor Larissa Faw zeroed in on the crucial reason why many websites haven’t done more to combat trolls: “They undeniably drive traffic.”
Websites like Huffington Post and TechCrunch have struggled with this issue, and Twitter has promised to do more, but it’s telling that some of its users have started taking things into their own hands through apps like Block Together. As Manjoo points out, “unless social networks, media sites and governments come up with some innovative way of defeating online troublemakers, the digital world will never be free of the trolls’ collective sway.”
A few weeks ago I attended the S.H.E. Summit, one of a growing number of women’s empowerment conferences recently highlighted by the New York Times. A variety of factors have fueled this trend, but one major catalyst is the increasing influence of hashtag activism, especially in the corporate world.
A 2011 Guardian article about Occupy Wall Street was the first to use the term “hashtag activism,” but writer Eric Augenbraun’s wariness about “breathless claims about the birth of a new form of technology-based social movement” is still shared by many today.
Speaking at S.H.E., MSNBC host Krystal Ball challenged those reservations. She highlighted numerous examples of how social media activism has had a real impact on women’s issues, including a successful campaign to get an offensive plastic surgery simulation app removed from the iTunes store, a project that has crowdsourced sexual violence data in Syria, and the online outrage that forced Lululemon to replace its CEO. “Even when it’s just sparking a conversation through a hashtag, I think that’s important,” Ball said when talking about #YesAllWomen. And hashtags have certainly sparked quite a few conversations recently.
Hashtag Power
While introducing Ball, S.H.E.’s Margaret O’Brien White’s quoted a recent Forbes piece by Susan McPherson, “Empowering Women and Girls, One Hashtag at a Time,” which compiles a wide range of noteworthy campaigns. “This is truly the breakout year for driving awareness on women and girls’ issues through hashtag activism,” McPherson writes. Millennials and the LGBT community have already made waves in this arena, but women form a majority on social media, and the collective power they can wield is becoming increasingly clear.
As the Lululemon and other crises have shown, that power can effect a change at the highest levels of corporate leadership. “Leadership is about feeling that you are the owner of your own experience and future,” McKinsey & Company’s Joanna Barsh remarked in another S.H.E. Summit talk. As more and more women realize that fostering this sense of ownership on social media moves them toward similar empowerment in the real world, the momentum is only going to pick up.
How Corporate Leaders Can Navigate this Growing Movement
How can corporate leaders navigate this growing movement? Follow the conversations I’ve referenced here as they continue to develop, including #hashtags on Twitter. Stay aware of the key issues concerning women, especially those regarding employment opportunities, the lack of women on boards and the glass ceiling that continues to face many. If you’re a CEO, tuning in to these and related concerns will help you avoid becoming the focus of the next wave of hashtag protests (and nightly newscasts). It will also help ensure you avoid the type of online reputation crisis that can impact your brand as well as your company’s stock valuation.
