Reputation management is a service that entails monitoring and protecting a brand or person, specifically online in regards to this article.
It’s important for brands to be aware of how they are being discussed on the Internet, and specifically on social media and in website forums, and comment sections, as well as in news articles.
A reputation management plan uses tools to monitor news articles, blogs, comment sections, forums, online communities, and social media. For example: a reputation management plan would monitor Twitter to find mentions of a brand and respond if there are attacks on the brand by customers or even employees. This is a form of social listening.
A good reputation management plan devises a matrix to respond to situations with specific processes. This may entail emailing offensive comments to the brand in question, working to scrub offensive and unfair comments or reviews, or taking action against employees who may be in violation of employee policy.