Part II - How to Protect Your Online Rep from Spammers & Scammers

by Karen S. Elliott & Therese Pope

Continued from yesterday’s Part I of  How to Protect Your Online Rep from Spammers & Scammers.

LinkedIn

The purpose of LinkedIn is to connect with other people in your career field or in complimentary fields. LI requires that “invitations” are sent, and accepted. Your first connections should be carefully considered. Once you establish your first connections, you can branch out by joining groups. LinkedIn is NOT a sales platform and should not be used to blatantly “sell” or advertise products or services – spammy behavior will get you quickly banned.

Connect with LI groups

First, find groups that are specific to your purpose of having a LinkedIn account. Are you a writer? Look for writing-specific groups like publishing, editing, and specific genre sites like horror, children’s books, ebooks, and so on.

If you want to join a specific group based upon your profession/industry, use LinkedIn’s “Search” function and click on “Groups”. For example, if you are a marketer or copywriter, search for keywords such as copywriting, marketing, sales and marketing, advertising, social media marketing, public relations, etc. Make sure to join complimentary groups (people who might need your services). For example, if you are a copywriter and write web copy check out creative groups such as web design, web developers, graphic design, graphic artists, etc.

If you have made a connection with a person and you realize they have become caustic, disconnect. You will still see their posts on group pages. Group administrators are usually good about getting rid of problem members, but if you find the administrator is not reacting, send a personal message to him/her.

Beware of fake profiles/accounts on LinkedIn. Some warning signs: no photo or the photo looks like a stock or fake image, they fill in their profile/summary with repetitive keywords, their profile is blank or not filled in completely, etc.

When sending an invitation, don’t just send the generic template “invitation request.” Include a personal note about yourself and how you can be of assistance to the other person.

How to Report Spam & Abuse/Harassment on LinkedIn

Refer to LinkedIn Help Center for specific questions and topics related to spam and violation of Terms of Service, etc.

https://help.linkedin.com/app/answers/list/kw/report%20abuse/search/1

 Google Profile - Fill out a Google+ Profile  and include a photo. A complete Google+ profile helps protect your reputation (especially if you have a common name). When people search for your name, your Google+ profile will pop up with your picture and information. If you have stalking issues, forego the picture. Google+ is fairly easy to navigate, including security and privacy settings.

Google+

See Google+ Account Privacy settings, under Account Overview – you can edit visibility. In the upper right corner, the little tools icon (looks like a bumpy wheel). Click that, you’ll get a drop-down, Google+ settings …

How to set up circles - You can also set which users (those in your circles) will see posts. Set circles for family, friends, business associates, etc.

How to get rid of someone in a circle – Click on the circles icon (different colored circles in a button, top middle). Click Remove (right, near the top). Easy peasy. If and when they come back at you, you have the option to Ignore.

Basic safety precautions for adults and your teens

Don’t share too much information on where you live, the hours you work, where your young children or grandchildren go to school, or when you are going on vacation. It would be a really bad idea to announce, “We’re going to Disney World in two weeks!” (this gives the robbers plenty of time to plan).

The worst is happening

You have set all your safety and security parameters, you have protected your profile, you are cautious about who you connect to. And you have some bone-head who won’t leave you alone.

Important step – TELL THEM you want to be left alone - Tell the abuser to stop. Make it clear, keep it simple, i.e. “Do not contact me in any way in the future.” And then DO NOT RESPOND to them after that.

If you feel it’s necessary, contact the page/forum/group and tell them what’s happening, who’s doing the harassing, and so on.

Keep a record of everything – save the posts, tweets, comments in a special file – you may need it if you have to report it to the authorities.

The next step

If you feel you are being abused or targeted or you have actually received threats, contact legal counsel and/or contact authorities.

 How to Report Internet Stalking & Crime

http://www.ehow.com/how_2156870_report-cyber-crimes.html

“Watchdog” organizations that help prevent cyber bullying & online stalking:

This form allows you to report a cyber stalker to QuitStalkingMe:

http://quitstalkingme.com/report-a-cyberstalker/

http://quitstalkingme.com/track-a-cyberstalker/

http://www.ncvc.org/ncvc/main.aspx?dbID=DB_VictimAssistance207

http://www.wiredsafety.org/

http://www.staysafeonline.org/

For Kids & Parents:

http://www.niot.org/nios-video/students-take-cyberbullying?gclid=CK2e_MOSta4CFQcJRQodElO_nA

http://www.connectsafely.org/safety-tips-and-advice.html

Government organizations:

http://www.cybercrime.gov/reporting.htm

Federal Trade Commission – Fraud & ID theft http://www.ftc.gov/bcp/menus/consumer/tech/privacy.shtm

Reporting to authorities, FBI

FBI.gov site - “How to Protect Your Computer” http://www.fbi.gov/scams-safety/computer_protect

“How to File a Complaint with the IC3”  http://www.ic3.gov/default.aspx

“Prevention Tips” http://www.ic3.gov/preventiontips.aspx#item-9

What Stops You From Telling Your Story?

Last week I wrote a pitch for a guest blogging spot for a health/wellness-specific blog. My friend forwarded it to me because of my background and journey with yoga. My friends and family know that I'm Miss Yogini and that yoga is a part of who I am. The criteria of the pitch was to send a brief synopsis about your personal health and wellness story. I sat and thought about it for awhile. I've had a long journey with yoga; yoga has played an integral part in my life and goes beyond just "exercise" for me. I couldn't imagine NOT practicing yoga and meditation. 

As I wrote my pitch, I thought about the twists and turns my life has taken over the years, and how yoga has been the glue that has held me together. I don't think I would even be an entrepreneur if it hadn't been for the positive influence of yoga, and how it's helped me mind, body and soul. No matter how stressful or crazy my day or week has been, I simply return "to the mat" and know all is right in the world...or at least, in my world.

People don't like talking about themselves. I have worked with clients who were "phobic marketers" because they did not want to come across as braggarts. The ego is a funny thing and can be a double-edged sword. But without your ego, you couldn't get up in the morning, put on your clothes and walk outside that door (or sit at your desk, if you work from home!). However, the ego has a mind of its own, and can also turn someone into a narcissistic show-off (as I have seen in social networking groups).

How can you tell your story without coming across like a fake or a boring windbag? Where & how do you start?

We all walk different personal and professional paths. Our experiences make us stand out and set us apart from each other. However, don't let your ego or your insecurities get in the way of telling people your story. 

If are shy and not sure how to overcome your story-telling barriers, try these tips below. Even if it's merely passing along sage business advice that your grandpa once told you when you were younger, that's a step in the right direction...AND it's definitely part of YOUR personal story. 

Create content that resonates honestly with who you are, and what your brand, products and services represent.

Whether you are the manager of a high-end retail clothing store or write ebooks about dog breeding, find your authentic voice and stick with it. The best way to tell your story is through blogging. You don't have to be a Pulitzer Prize winner to write a blog that captures readers' attention. And don't copycat other people's blogging style. Find a style that fits well with your business climate, industry and  your personal voice. Before you start blogging, research other blogs in your industry/niche to get a "feel" for what's out there. Check out my blog editorial tips. 

Do people know HOW to find you? Where can they read your story? 

• Is your bio hidden on page 5 of your website? Do you even have a bio? 
• Are your press releases and articles included on your website? 
• Make sure you have a section on your website or blog (About or Media/Press Section) that organizes your content in one place. It makes it easier for people to quickly find you and to learn about your story. 

When was the last time you searched online for your name or company brand?

Enter your name or company name into Google. What comes up in the search engines? If you don't have ANY information listed about you or your brand, that's not a good sign.

Sign up for a Google Profile and always include a warm, engaging photo on your social media networks. You don't want someone else telling your story for you...tell your own story! Make it easy for people to find you via your picture and online profiles. You want to stand out in a good and positive way -- especially if you have a common name. 

How do you share your story with others online (or offline?) I'd love to know! 

 

 

 

 

 

 

 

Why A Positive Online Review Speaks Volumes

I am phobic of the dentist due to bad experiences that involved accidentally biting a dentist's finger. I have a small mouth -- what can I say? For the record, I didn't bite his finger on purpose. He yelled at me and scolded me like a child (he was a JERK and rated a big zero when it came to his bedside manner). As a result, I experience major anxiety when it comes to dental work. Last month, I had a dental exam  with a new female dentist and experienced, by far, THE BEST dental care I've experienced in my 39 years.

Before my exam, she and her dental assistant were "briefed" on my anxiety (and throw in my bad gag reflex). During the exam, she was gentle and explained everything she was doing. It had been awhile since I had a dental exam (and cleaning), so they spent extra time with me and would check in periodically and ask how I was feeling. They were terrific and congratulated me on getting through the exam, and told me I did a great job. I was beaming after my exam and breathed a HUGE sigh of relief. 

It was the most "anxiety-free" experience I had with a dentist, so I took a few minutes to sit down and write the dentist and her staff a positive review on Yelp. Dental patients have many options out there, and I wanted to share exactly how this dentist put me at ease and wanted to send my thanks to her and the dental assistant who helped me. It's really easy to slam businesses and healthcare professionals, but often times people forget to write a "postive" online review and show their appreciation. 

Yesterday I returned to my dentist for a filling, and she thanked me personally for the nice review on Yelp. She sounded surprised I would take the to write a review for their office. The dental assistant told me that my review was the talk of their staff meeting, and the office manager showed the staff my Yelp review. I also personally named the dental assistant who was very patient with me while shoving xray film inside my mouth (as I drooled all over her). That task alone earned her "five stars". 

As a solopreneur, I'm responsible for my own healthcare so they earned even extra bonus points with me.They have a special program for patients who don't have dental insurance and I signed up for a very reasonable plan that covers my cleanings and gives me a discounted rate on their other dental services. I couldn't turn down that rate...and now I don't have to worry about my regular cleanings and can stay on top of my dental health. 

I was happy that my review made a hard-working dental assistant's day ( a very underappreciated job), and that the dentist knew I appreciated the extra-special care she took with me. In our rushed, hurried world where healthcare professionals push people around like numbers, it was refreshing to experience a POSITIVE dental experience. It only took five minutes out of my day to show my appreciation for a job well done.

Positive online reviews speak volumes, and could really help out a business. Don't be afraid to write a positive review for your favorite doctor or local business - you could really make someone's day (or year, for that matter). 

Good Customer Service Goes Beyond Your Company's Social Media

When I experience bad customer service from companies, I try to learn from the experience and ask myself: how can I better serve MY clients? It is also a good reminder for me that I wouldn't be in business if it weren't for my loyal clients. 

I find it disappointing that large corporations such as Toyota and Alaska Air have forgotten the basics of their customer service. Despite the fact that I shared my unpleasant experiences with their company on their social media, the buck stopped there. Alaska Air sent me a canned email response but it was a sad attempt to make up for the bad customer service I received. You would think they would bend over backwards to keep me as a customer since these companies have to be extra competitive these days. Few people are buying new cars in this economy, and people can choose Alaska's competition. 

It's one thing to respond to customer complaints on social media, but companies need to take it one step further to ensure that their customers walk away satisfied and happy. My suggestion to these corporations such as Toyota and Alaska: take your customer service offline and return to the basics.

Have I heard from Toyota since I received their canned "we are sending your complaint to our upper management" response on their social media? No. Have I received a letter directly from Toyota apologizing for the fact the dealer almost ruined my car because they installed the wrong recall part in my car? No. Have I received an apology letter from the local dealer where this happened or was I offered a complimentary oil change from the dealer to make up for what happened? No. If I had received an apology letter or even an offer of a free oil change, I would have a lot more respect for Toyota's commitment to their customers. 

Think about this stat and how an unhappy customer could negatively affect your business AND your bottom line:  

According to the White House Office of Consumer Affairs in Washington, DC, a dissatisfied consumer will tell between 9 and 15 people about their experience. About 13% of dissatisfied customers tell more than 20 people.

In this tenuous economy, companies cannot afford to lose customers due to negative experiences. As much as I tout the benefits of social media and online reputation management, remember to connect with your customers BEYOND social media. Treat your customers like real human beings and not just a number floating around the cyber ethers! And pick up the phone once in awhile to connect directly with your customers and clients. It's nice to hear a real, live voice -- make sure your customers know that you care! 

 

Book Marketing Tip #1: How To Handle Negative Online Criticism

After you write and publish a book, it seems like friends, family and colleagues come out of the woodwork. Hopefully, they send along kudos and congratulations. However, there are those curmudgeons who take it upon themselves to put down your successes and efforts. Unfortunately, negativity goes with the book marketing territory.

I tend to ignore the Negative Nellies and Neils of the world, but sometimes you have to fight fire with fire -- in a positive way.

My number one suggestion to authors who handle their own marketing is to make sure you have a solid online presence. Maintain a strong author brand that stands out in an engaging way. You don't need to spend thousands on a website, but make sure your site is filled with positive book reviews and testimonials -- that's the best place to start.

The BEST way to handle negative criticism on the internet is to counterbalance with positive press and reviews. If you sell your book on Amazon or Barnes & Noble, check customer book reviews on a daily basis and respond immediately to negative attacks. If appropriate, I recommend including links in your comments -- directing people back to your website, positive book reviews, etc. 

Remember to be respectful and courteous, even if you disagree with the person's negative comments. Everyone loves to be a critic, and people love drama. Just don't give into the drama and remain level-headed and leave your emotions out of the equation. I've had my share of online attacks and criticism, and the storm eventually passes -- people become bored and find another target. 

The reality is that NOT everyone in the world is going to love your bok. People love to state their opinions (both good and bad), so be prepared for whatever comes your way. Don't wallow in other people's negativity. I have seen this happen often with self-published authors. They become frustrated, throw in the marketing towel, and give up altogether.  They take the criticism to heart and go into hiding. 

Remember to consistently stay on top of your online reputation, and you will be ten steps ahead of your book marketing...and the negative naysayers!

 

When Your Reputation Is On The Line: Are You Prepared for Negative Attacks?

One of my clients recently came to me with a sticky situation that involved negative personal attacks against him from someone he knows. I hate to see ANYONE go through online attacks, but since it happened to one of my clients I felt even more compelled to write about online reputation management again -- one of my favorite topics. In my PR 101 days in college, it was hammered into our brains to always have a contingency plan no matter what. 

How PREPARED are you for negative attacks online? Do you have a plan? 

You can't control what people say about you, but you can stay on top of your online reputation. Unfortunately, there are negative people out there who like to stir the pot. Even if the negative comments they post are false, you need to be alert and prepared.

A word of caution: DO NOT engage in online 'debates' or fire back with personal attacks in retaliation against that person. You just open yourself up for further retaliation and you come across as unprofessional. Also, you never know people's mental status online and it's easy to track down personal information about you and your company. Play it safe. 

As I mentioned in previous posts, if the negative comments cross the line and you aren't sure how to handle the comments, please seek legal counsel. A lawyer can help you further clarify your situation and give you proper legal advice. Refer to the definition of libel below: 

"Libel is defined as the defamation of a person, business, group, product, government, or nation that is made in written or printed words or pictures. In order to be libel, the claim must be in writing, it must be false and the person making it must state or imply that it is factual. In other words, libel means printing or implying something negative as if it were true, when it is not. The publication where the libel occurs is assumed to be read by persons other than the person defamed." 

 

 

 

 

 

 

How to Write Blog Posts That Don't Backfire

Last week I pointed out the damage control I did on my blog, and bloggers who mislead their audiences with erroneous information. Today a fellow colleague pointed out an article that caught her eye - and not in a good way. This marketing blogger included the slang word 'sucks' in his headline and his topic was ''why your blog content sucks.'

By using the word 'sucks', it gives the post a negative connotation. His audience is savvy marketing professionals. Why would you use the word 'sucks' in a headline talking about how to write professional blog content? That's an oxymoron and as the reader, I didn't take his message seriously. I was disappointed with his word usage - not to mention the headline was insulting  to me as a professional marketer. His tone implies that all business professionals churn out bad content. 

It doesn't matter whether he included helpful tips or not in his blog, he set a negative tone from the very beginning with the word 'sucks' in his headline. I wrote a blog post a few weeks ago about the social media blogger who used the word 'funnest' in her post. The same rule applies - pay attention to your language and think about your readers.

I know what you're thinking - why am I being so picky about language when blogs are supposed to be casual and informal? It's one thing to write in a casual way, but it's another to use inappropriate language that doesn't resonate with your audience. Words have energy and create a life of their own. There's enough negativity in this world without using words that speak down to and insult your readers (which equates to turning off your target markets and possible clients).

Take the time to re-read your blog posts - review the following questions before you hit the publish button: 

1. Could I offend or insult my audience with the words, language, jargon, etc. that I include in my post?

2. Is my tone preachy or condescending?

3. Does my headline grab people's attention in a positive way? 

4. Is my content relevant, timely and appropriate for my audience? 

5. Have I researched and checked my facts, sources, interviews, etc thoroughly? Do I have enough knowledge and past experience under my belt to write about this particular topic? 

It doesn't take much for your blog to backfire on you, so make sure to re-read and edit your posts before you publish them. 

 

Do You Have a Social Media Crisis Plan?

Online reputation management is one of my favorite social media marketing topics. Companies need to take proactive steps just in case a social media attack happens. However, most people wait until the last minute and take the 'knee jerk' approach to their online reputation. They also don't have a full grasp on what their followers, customers and clients really say about their brand.

Don't wait until the last minute to throw together a plan. If you don't have a social media crisis plan in place, here are 3 easy steps you can implement today to protect your online reputation:

1. Don't delegate your social media campaign to an inexperienced intern or employee - Many companies make the mistake of handing over the social media reigns to a younger 'Gen X' intern or employee. If you are a one-person team, take charge of your social media or hire a social media consultant to manage your campaign. If you work for a larger company, delegate social media campaigns to your marketing or communciations manager. Implement strategies to build solid relationships with followers and implement a social media editorial calendar. It's important to stay on top of your campaign and be consistent with posts and updates. 

2. Practice social media 'fire drills' - Sit down and create a step-by-step social media crisis plan. For example, what if your company was attacked by a disgruntled customer and blasted your blog, Facebook, Twitter, website, etc. with nasty comments about your company? Don't live in fear, but remember to forge key relationships with customers and industry leaders. It helps your reputation if you have followers on your side who can publicly defend your brand. 

3. Beware of Facebook page 'hijacking' - There's a nasty trick that's running rampant on Facebook pages. Competitors are sneaking onto company Facebook pages and overrunning them with negative comments. This is commonly seen with social cause campaigns - the equivalent to a virtual sit-in/protest. Check your Facebook page on a regular basis, get rid of spam comments (spam runs rampant on Facebook pages as well) and respond to attacks in a professional, courteous manner. If a customer becomes over the top and makes threatening comments against you or your employees, make sure you have your lawyer's number handy. Don't hesitate to seek legal counsel if you aren't sure how to handle defamatory comments.  

How to Lose Your Online Credibility With Just One Word

I subscribe to my share of social media and marketing newsletters and follow other social media consultants. This morning I started to read a social media-related blog, but I stopped reading after just one word. What made me stop? It was the word ''funnest'. I know that some bloggers and writers use slang as a tongue-in-cheek approach, but I'm fairly certain this writer thought 'funnest' was proper English. At that point, I stopped reading the article and clicked off the site. She lost me at just one word. 

Because of the improper word choice she used (technically, funnest is not a grammatically correct word in the English language), I was immediately turned off because it didn't make her sound credible. Maybe the word 'funnest' doesn't bother other people, and I'm just one of many in her audience but she still lost me as a reader - with just that word alone.

Even though she may be the most credible social media resource in the world, I wouldn't know because I stopped reading. It's important as bloggers and social media users to be conscious of the language you use. Funnest might be acceptable on a parenting or children's blog, but it doesn't fit on a professional social media blog.

And inappropriate word choices go beyond just funnest. I dug around and researched marketing 'turn off' words. Advertising has its share of 'no-no' words that they don't recommend using. According to BusinessWeek, avoid these five cliche words in ads:

1. Quality

2. Value

3. Service

4. Caring  

5. Integrity

If you want to stay away from spam words, check out this list of 200 spam words to avoid. 

Be careful when choosing your words, and remember that your readers and social media followers actually READ what you write. It only takes one word to hurt your online credibility. 

 

Why It's Time to Give up Toxic Gossip in the Professional World

This weekend I heard an excellent teleseminar presented by author and speaker, Susan Shapiro Barash, about how gossip damages friendships and relationships.  I've seen this happen on professional social networking sites such as LinkedIn. There is this constant  juvenile back stabbing mentality that is fueled by competition and jealousy - it just needs to STOP. I have written blog posts about this in the past and it's a topic that is not addressed enough.

We all have been the gossiper or the one being gossiped about at some point in our lives. Whether it's been in our social or profession circles, gossip is just toxic and hurts a lot of people and ruins reputations. 

Social media makes it easy for people to easily gossip about other companies, employees and clients. It's one thing to create a positive buzz about your products and services and company brand, but it's another to be a virtual gossip and slam other people and companies online. 

After listening to Susan, I realized that the tips she provided cross over to our professional relationships. It's time for the professional world to drop toxic gossip - "if you don't have anything to nice to say, don't say anything at all." I'm not advising against expressing your opinion or standing up for your beliefs and ethics. However, don't stoop to a negative level. If you earn a reputation as an online gossip (or even an offline gossip), no one will want to do business with you or buy your products or services - not to mention they will stop inviting you out to lunch!

Another tip: Take an inventory of your relationships. Are you hanging onto clients or colleagues who are toxic and aren't making a positive impact on your life or business? Ditch them! They will only drag you down in the end and think about your ROI - is it really worth their drama?

Think of it this way - would a good friend or ethical business colleague/client turn around and text something about you or post something in a group email IF they were a true friend or business partner? The answer is a resounding NO.

When it comes to gossip, it could potentially ruin a person's professional reputation - whether the rumor is unfounded or not. Think before you type (or speak). Would you want someone talking about you in an unfavorable way? We all are working hard to build our professional reputations. It doesn't help when someone gossips about you behind your back - whether online or offline.

Keep the online "word-of-mouth" clean, light and GOSSIP-FREE! Leave the gossip to the celebrity tabloids who have way too much time on their hands.