Social Media: Reputation and Response Management

Name: Reputation and Response Management

Purpose:  Identify the conversations that require special response management (brand, reputation related) and the Sherpa Marketing team will respond appropriately within 24 hours of opportunity.  All other conversations would be managed by your client service team for response (or Sherpa Marketing can manage all conversations).

Intended Results: Deliver timely, consistent messaging and responses to your key brand-impacting conversations.  Drive your key messages and PR-type management issues to and through resolution and / or escalate to your management team if and when needed.

Structure: PowerPoint or Word document summarizing weekly conversations in which the Sherpa team has participated.