Comments on: DIY ORM Without The Nasty Emotional Breakdown

By: Keri Morgret

Keri Morgret — Sat, 11 Sep 2010 00:11:37 +0000

The Air Force has a flowchart for this that they developed a couple of years ago. You go into more detail, but it is a good infographic for people wanting a different representation. What I liked is that they looked at responses on blogs and comments from people like Matt McGee, Jeremiah Owyang, and others, then revised their chart after this input.

Article about the chart and link to the chart is at http://www.webinknow.com/2009/01/us-air-force-web-posting-response-assessment.html

By: Rosemary ONeill

Rosemary ONeill — Thu, 09 Sep 2010 17:25:56 +0000

This is a great worksheet—looks like something that needs to be cut out and taped to the file cabinet. I’d add one tiny tidbit from the trenches…remember to not go off half-cocked and Tweet an @ reply to someone who has burst a gasket. Especially not if your Twitter feed is sent dynamically to your website. Especially if the person you’re responding to is an account called “@yourcompanysux.” That’s where your advice about breathing comes in very handy :)

That sort of situation needs to be in your response handbook ahead of time—because you never know when things can go off the rails!

By: Matthias Hager

Matthias Hager — Wed, 08 Sep 2010 17:36:57 +0000

Every time you say ORM my first thought is Operational Risk Management. Pesky Navy acronyms…

The most common time I’ve seen ORM come into play, working with small local businesses, is a bad review that shows up on their Places page or another local directory. It’s hard to get it in their skull that a bad review isn’t the end of the world and that there is no way to simply delete it. And no, getting your friends to write fake positive reviews isn’t the solution either (though it usually works).

Most local businesses are still so far behind in their thinking when it comes to social media and online reputation that it’s nearly impossible to talk sense into them at times.