Tag Archives: Reputation Management

Market opportunities and personal online reputation

As discussed in the class with Forrest Sawyer, reputation management is not very different from branding management (a more elaborated comparison can be found here). However, most of the technologies available to corporations for digital branding are not easily available to be used for personal branding.

The importance of a strong digital presence

During our talk with Matt Ivester last Friday (May 16) we discussed the potential risks of having “inappropriate” online content associated with us. For example, we discussed how some researches show that 70% of recruiters would reject candidates based on their online footprint. Some of the reasons mentioned for rejections were the detection of online content connecting the candidates to: alcohol & drugs, bad communication skills and discriminatory content.

The class discussion also covered how to mitigate some of the potential risks such as controlling the privacy level on Facebook and deleting inappropriate content. Other solutions to mitigate other risks were discussed and are covered in a deep extent in Matt’s book: lol…OMG!.

On the other hand, we also discussed the potential benefits of having a strong online presence, not only to let you pass the background checks for job opportunities, but also to differentiate you positively from the competition by having an impactful digital image.

Technologies for digital presence

Nowadays an important part of a CMO’s agenda is to take care of the company digital presence. Companies that don’t pay necessary attention, pay a high price in terms of image, such as in the case of KitchenAid and Obama’s grandma death in 2012 or when Gaps angered Sandy’s victims.

To assure the proper online presence, companies use a series of technologies and techniques that have been evolving constantly as described in the Marketing Technology Landscape Supergraphic compiled by chiefmartec.com. Modern analytics and big data technologies applied to branding allow, for instance, deep insights of how companies engage through their online platforms with their customers to improve their digital presence and provide recommendations on how to improve such interactions.

Digital Marketing Technologies by SCOTT BRINKER
Digital Marketing Technologies compiled by SCOTT BRINKER

Opportunities in the personal branding market

Even tough there several solutions for companies, more advanced options (i.e. beyond SEO) for personal branding are limited if you don’t have your own website allowing code insertion. For example, there’s few options for doing web analytics over social media profiles or for assessing the impact of your contacts’ actions in your image. Therefore, it sounds like a good space for entrepreneurs to explore…

In terms of analytics, currently it’s not possible, for instance, to use Google Analytics (GA) to analyze your Linkedin, About.me or Facebook profiles to capture metrics such as loyalty and recency. Currently, you need at least a blog to use GA, but the effect won’t be the same. In the same way, GA’s competitors like FoxMetrics or KissMetrics cannot analyze social media profiles. Users only have acess to the statistics generated by the social network, which in general are not real analytics tools.

Other solution missing for digital reputation management is an assessment tool to analyze the reputation of your contacts and how it might after yours. For example, you may be connected to people on Facebook that like pages that promotes sexual or religious discrimination or connected to professionals on Linkedin that may be involved on corruption cases. The last actual contact with such persons may have happened a long time ago, maybe prior to their inappropriate acts, but since it’s not possible to check all your connections actions over years, you may end up being linked to people that can hurt your reputation by association.

The future…

Social networks were created just a few years ago and their role in people’s reputation in the long run is still unpredictable. For example, some of the current teenagers posting/sharing massive content online may become future CEOs of large companies in a few decades. By there, maybe the content they are posting may become highly unacceptable; therefore, damaging their professional reputation and the reputation of the company they represent.

Thus, I believe there’s a bunch of opportunities for entrepreneurs to solve the current challenges for personal online reputation and all the challenges just have started to become visible…

Douglas Silva

Kelly Wallace: Reputation management in career change

Following the great tradition of reputation management class, we have another distinguished guest speaker Kelly Wallace to our Monday’s classroom. Kelly is good friend as well as university roommate of our course co-instructor Allison Kluger. Kelly Wallace is a Digital Correspondent and Editor-at-Large for CNN Digital, focusing on family, career and life. To be frank, as an international student in GSB, I have limited understanding about US media and did not know the name of Kelly Wallace before. However I was really impressed by her career success as well personality after searching her story and profile in internet before the class.

When walking into classroom C102, students were greeted by a big smile from Kelly and all of us were expecting a memorable classroom experience. Different from previous sessions, guest speaker Kelly made the opening with a brief self introduction, followed by a question to the room about Sterling/Clipper Incident. We did great and insightful arguments about the well-publicized issue, especially the implication to individual and group reputation management. Actually I was not quite familiar with the background of Sterling/Clipper Incident. However the atmosphere of debate as well as argument facilitated by Kelly put me into an authentic American classroom, full of critical thinking and strong personal point of view. People vocally expressed their opinion in different perspectives which enriched my understanding on the topic in a broader spectrum. This is one of the reasons why I love reputation management class.

A dialog between Kelly and Allison after discussion on Sterling/Clipper Incident gave us a great chance to know more about how Kelly management her reputation in her career life. By following her passion, Kelly joined media circle as a reporter right after graduating from Wharton instead of working in investment and financial industries like other alumni. In her 24 years of career life so far, Kelly joined CNN three times with different roles and worked another two big media players, NBC Universal and Fox News Channel. In those strategic moments of career change, Kelly was confident on her decision and knew what she wanted from the new role. At the same time she managed her reputation in the media circle smartly. Kelly shared her tips about reputation management in career transitions:
• Being a good and decent person
• Hard-working and being a great team player
• Not be bridge-burning
• Manage ambition to avoid threatening to others around

The takeaways for me from this class are as following:
• Being upfront, authentic and ethnic
• Be confident when making decision
• Speak up, recognize the credible and stay with guts when fighting against bad things
• Balance the loyalty and career change with strategic reputation management

Resisting the Temptation to do what’s familiar

After more than a dozen years teaching MBA students and more than 30 years presenting to large groups, I still at times find myself uneasy with new challenges. On Friday April 4 I began an entirely new class, Reputation Management, at Stanford’s Graduate School of Business. I chose for this class to adopt a different style of teaching: reduced reliance on PowerPoint and increased expectation for student engagement. Let me share some background on the course’s development and then share how my choices played out on day one.

Three factors combined to create this course, a perfect storm if you will.

First, I was only supposed to each one MBA course and one Undergrad course this spring. My load had been reduced by one unit which is the GSB’s paternity leave policy for faculty – we get one course off sometime in the first two years of our child’s life. My husband and I have been trying to adopt an infant and were matched with a birthmother last spring when my course load was established. Unfortunately that birth mother changed her mind, but we’d hoped that we would surely have adopted by now. We have not. My dean asked me to add an additional course for this year and apply my paternity leave once an adoption has actually occurred.

Second, at this same time, a colleague, Allison Kluger, had approached me about a course on media for our students, relying on her contacts in the business. She had done a great deal of work creating a proposal for the school of journalism complete with learning goals and an impressive array of guest speakers. For me to be involved (and for it to fly at the GSB) I needed to it sure had a strong communication thrust and would be preparing leaders for the next rung on their individual career ladders (most of which would not be in media).

Third, I attended my annual professional society meeting, the Management Communication Association. At the 2013 MCA meeting I learned of a fascinating effort by the Public Relations Society of America (PRSA) to engage schools of management in teaching classes in reputation management. This discipline, an updated version of public relations, was new to me but very intriguing. I had taught public speaking and business writing for years at NYU and Stanford, but had not specifically ventured into this deeper application of communication studies.

So needing to add a class to my schedule, the appearance of a highly motivated colleague, and the awareness of the material and support to teach Reputation Management brought me to day one of this new course. We adjusted our course size to accommodate the many students on the wait list and I prepared to meet the students.

Yet as I worked over spring break on my lecture notes I realized that was the last thing I wanted to do: lecture! This topic so leant itself to more of a dialogue with the students in the twice-weekly sessions. While it is markedly easier to create a lecture, I chose instead to prepare a conversation. Then I made the rather difficult choice to fly without a net: no PowerPoint slides. If I really wanted to harness the power of conversation I had to demonstrate that to the class. I spent hours poring over the material in the first chapter of our text, Reputation Rules by Daniel Diermeier from Kellogg. There were many cases but I settled on just three to guide our conversation: Tylenol, Exxon Valdez, and Thomas the Tank Engine. Three firms who met reputational crises with varying degrees of success. I wanted my students to understand and embrace Diermeier’s Trust Radar (Empathy, Commitment, Expertise, and Transparency) but I wanted to create it with them not deliver it to them.

I began teaching with three full white boards in front of me, a few holding prep work, most all blank. It was a blank slate for me and for the class. We began the discussion and it quickly became clear that the students, most fighting jet lag from amazing trips to exotic places, were unprepared for the discussion I was ready to have. But, they engaged heroically with the material. In fact we spent nearly 20 minutes discussing the Mozilla CEO resignation with which I was familiar, but had not anticipated discussing. By allowing myself to be free from an agenda I could navigate the conversation where it naturally was to flow and we still covered all the material. In fact their discussion was so rich at one point I had to cut it off so the rest of my teaching team could do the personal introductions they had prepared.

I saw that this “old dog could learn new tricks” and approach this course differently. It was a powerful lesson for me. And so my weekend included lots more prep for today’s conversation: the continuum of reputation along with a few good long runs in McLaren Park to sharpen my class plan.