The Case
The client’s problem stemmed from a reputation issue that they had noticed but did not resolve hoping it would die down with time. An ex-employee had been spreading false rumors about the organization on various portals related to the industry and this was slowly eroding the goodwill the company enjoyed. Potential employees walked away and, they later guessed, a few potential clients too. Our client had no idea until someone pointed it out to them. The posts were read in horror, duly noted and the company decided to wait it out. This was November 2009. A few token efforts were made to douse the flames but discontinued when they realized they were egging on the bloggers. An email began circulating saying blatant lies about the company.

In March 2010, an old customer pointed this out to them and they knew something had to be done. Legal notes were sent but the forum owner was neither legally liable nor could he violate the integrity of his website by deleting posts. The only option left to them was to take the bull by the horns and they were little equipped to do so.

This is when iridium Interactive was called in. Here is a snapshot of the things we did to build a stronger reputation

Listening:
iridium set up its monitoring tools starting with simple free ones like Google Alerts and free online monitoring tools along with our own social media monitoring system. We listed out in detail all the forums and websites where the company was being spoken about favorably as well as negatively and set about identifying influencers who really affected the online reputation of the company.

Responding:
As soon as we got a picture of the kind of things that were being spoken about, iridium swung into action and listed out appropriate responses for the same. We engaged clients and employees to promote a positive view of the company. where there were negative reviews, we stepped in and resolved people’s queries.  Our SEO machinery swung into action working to position relevant information on the first few pages of major search engines instead of the false rumors. We went a step further and created positive conversations on more credible communities.

Engaging:
iridium set up social media accounts to represent the company online. We dug into twitter and started slowly to interact with the influencers in their field. A facebook page served as a touchpoint for the employees of the company, slowly evolving as an extended platform to promote activities, updates and discussions.  The blog which we set up and maintained was a mix of industry news and company updates positioning the company as a thought leader and industry peer.

Within six months we noticed a remarkable change. The damaging reviews and emails subsided. The company’s sentiment index swung from red to green. A greater chunk of information about the company was positive and positioned in the initial pages of web results. At an industry conference they were recognized for what really mattered, their performance, and pulled in greater business. iridium’s efforts on the online reputation management program had worked. This is now an an integral part of the company’s work ethic. Never again will they ignore the multitude of voices that speak about them.

iridium Interactive is a pioneering company with over 10 years of experience in the field of internet marketing.  we have been in the ‘social media’ field from before the term existed.

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Aide et Action [South Asia], an organization working to empower people by providing quality education to all, has launched an initiative called Punni Ki Kahaniyan, a series of short films that uses the voice of a young girl to tell children stories built around the values of multiculturalism, communal harmony and education. The first of the series, an 18 minute film, shows children the bright side of cultural harmony and the pitfalls of ragging, bullying and racism. By showcasing the varied cultures that represent India through the eyes of schoolchildren, the film is a teaching aid that also opens the eyes of adults to the fact that we are one people and that a herd mentality that propagates racism and divide is to be shunned.

Support Punni through social media!

Aide et Action South Asia has partnered with iridium Interactive as a Social Media partner to create Awareness and Buzz for Punni Ki Kahaniyan and reach out to students, teachers, parents and the society at large. The objective is to start a strong movement that promotes cultural harmony through social understanding and integration. iridium Interactive is promoting and connecting with all the stakeholders using the social platforms like facebook,  twitter, youtube, vimeo etc., to promote the film and supporting Aide et Action South Asia to take the message to millions of school children across India.

You can aid this mission by:

1. sharing the movie and/or showcasing it in your neighboring school

2. demonstrate your support  on facebook and take this initiative to parents and educators, the key influencers of young children

3. actively sharing your ideas on how to increase the impact of this initiative

On 26^th October 2010, Punni ki Kahaniyan is formally launched at Ravindra Bharathi, Hyderabad with 1000 children representing 35 odd schools who will watch this movie and, we hope, learn the importance of unity. Sania Mirza, ace tennis player, is an enthusiastic supporter who is attending the launch of this event. Ravi Pratap Singh, Regional Director-Aide et Action South Asia, Sriram Bharatam, CEO and Founder at iridium Interactive and Ranga Reddy, RM-The Hindu would also be part of this event. Our endeavour is to reach out and promote this movie to as many children as possible and along the way, sensitise the general public so that they too imbibe these values and create an ecosystem that shuns regressive beliefs and promotes unity.

So come, join Punni as she takes the lead and tells children value driven stories that will make them better people.

Punni has been covered by The HIndu in today’s newspaper. Click here to read the full article. The Hindu is an official media partner in A.P for Punni Ki Kahaniyan. You can reach Punni on her facebook page and on her twitter account

For further details contact:
Mohammed Salahuddin
salaudin.m at iridiuminteractive dot com
+919989234334

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Over the course of the past few weeks, we’ve been monitoring several blogs, Indian as well as from across the globe,  to understand the commenting trends and almost everywhere we have come across this phenomenon. It seems that now, with the advent of so many social media platforms, there are a hundred different avenues through which blogs are commented on and discussed, including the blog. A simple tweet on twitter like ‘Read interesting post about wordpress 3.0 by *** and totally disagree’ can trigger a conversation on twitter rather than on the blog. If the blogger would like to be part of this conversation, it becomes her job to track where her story is being shared and discussed and get there as fast as possible with her reasons and opinions to continue the conversation. For instance, this blogpost may be retweeted by 10 different people on twitter, each marking the tweet with his/her thought [which takes the place of the comment] along with the url. In this scenario, it might simply be a better solution to add to the comments box a continuously updating list of mentions on the social web thus allowing you to connect with those who have thoughts about your ideas on their platform rather than bringing them to your blog and expecting them to drop a comment. So if the lack of comments is really getting you down, hang in there! Someone, somewhere is tweeting about you. You just need to find them and engage!

Follow us on @iridiuminter or catch us up on facebook and we’ll keep you posted about more such news.

“It is our nature to be social”

Last week as I spoke at the NASSCOM Emerge Friday 2.0 and while sharing my experience on the Causeaneffect.org NGO initiative, it dawned onto me that social media has always been around, only its importance has accentuated in the last few years. Attending conferences all over the world and presenting the case of social media and the experiences of iridium Interactive, it was pretty apparent that social media has no barriers across countries, it is a unified digital revolution that has been transforming our lives, only under different names since more than a decade. How has it changed our lives has not been introspected yet.

Here are the some of the reasons how social media has changed our lives and why we should make the most of it.

1.       It has made us more social, we know a lot more people than we would a few years back.

2.       Larger networks- college friends, school friends, people we meet at social occasions, relatives, and friends met though friends, this used to be our typical networks, social media has exponentially increased our networks.

3.       More vocal about your thoughts- Forums, blogs, tweets, status updates are allowing us to speak our mind, wondered why? Because we know we will be heard by some or many.

4.       Enhances PR skills- you do not have to take PR lessons to talk to people on social media.

5.       Converse with like minded people on these social networks.

6.       Get in touch with thought leaders, influencers and even people who inspire you.

7.       Reconnects with old connections- People you have lost in touch with since a decade can be traced from any corner of the world (provided they are on these networks themselves) on the wide world of social media.

8.       Your virtual network is always ready to help. All it takes is to put forward a question and there you will have experts recommending the best to you.

9.       Ease of companies to get in touch with their consumers and vis a vis.

10.   Looking for a job or looking to hire someone, your professional network helps you find the best fit.

Social media brings out the extrovert you. All that matters in social media is your network, communities, connections and finally your discussions with them. Social media has reduced distances both for individuals and companies.

Have you seen a change in your social profile by social media, do post what you have gained from social media.

Follow us on @iridiuminter or my personal twitter @sbharatam.

Image Source-Rosaura Ochoa from Flickr

social media for NGOs

Organizations need a variety of online supporters. They need customers who buy their products, evangelists who promote their brand, mavens who add intellectual value, their own employees who speak out and increase the goodwill towards the brand and a silent audience of undecided’s who fall in none of these categories. Large organizations are blessed with followers and fans instantly. Their timelines and fan pages are bombarded with complaints, compliments and a lot of spam. Small organizations need to work harder and smarter to achieve their social media objectives. But what about NGOs? How does one leverage social media for NGOs?

Traditionally, a commercial enterprise like, say, Starbucks would look at engaging with its customers and looking to improve their overall experience at their outlets. NGOs on the other hand have the unenviable task of converting their followers and fans into donators or volunteers. No value offered besides educating a girl in Zaire or feeding a family in Cambodia. Listed below are a few steps which we @iridiuminter think can help you meet your social media goals. But before you start, a word of advice. Do go through our previous posts about building your social media presence. You need a certain stand with your number of online connections and quality of tweets/posts/links before you attempt these. Running any of these ideas with a fan page of 6 and a twitter timeline of 50 isn’t going to get you anywhere close to your goals. If you are serious about using social media for your NGO, be patient and be prepared.

#1 Build your audience

Your potential supporters are scattered all over the internet. Twitter, Linkedin, Facebook all have a plethora of individuals who could be of extreme value to you. You could drill down and find networking sites catering to niche audiences and create strategies to engage them. Mind, the word “engage” in the social world means not to bombard but to politely involve followers and followees into conversations they are interested in. You are involving yourselves in a conversation so be nice and keep at it. Post interesting stuff on your blog, related to your mission, and see how you can keep this relevant to the world in general. Keep your tone positive if you can, gritty if you must and cynical never. Be consistent, be patient and your audience WILL grow.

#2 Connect with Influencers

Influencers are those people who figure on thousands maybe millions of lists and whose words and actions have the highest chance of being replicated by others. Now, connecting with them is a bit like getting to hang out with the cool gang in school. Your NGO thus needs to be at a certain social media standing (x no. of followers, fantastic blog, gazillion fans etc) before you approach them and involve them in your conversations. You should, obviously, be doing great work in your field. Engage them again and work towards building a relationship where you could count on them to help you socially. Approach them with a plan where they could tangibly help you, hope they agree and then hold on to your seat as you see your campaign take off. Continue engaging.

#3 Innovate

If you have that respectable presence on the social media sphere and are connected to several influencers, it is time to innovate. As part of your NGOs social media efforts you could : Create contests if you can offer something exciting, start a donation countdown with a real time view to donors as to where their money is being spent, start a donor marathon with your influencers pledging to support you with x amount of money or resource or commodity, anything in fact. You never know what may click. And continue engaging.

#4 Tell a Story

All great, big or small mission work starts and ends with a story. No matter how much we overdose on technology, humans remain humans. We feel connected with a story. Social networking sites offer you a perfect place to connect with humans who could be interested in stories such as yours.There is a 3 x higher probability to be accepted as part of the social community, engage and influence your audience, when you share authentic, real-time stories with them. You will be surprised when you see who begins to rally behind your NGO and how quickly you can expand your mission reach. So stay real and tell stories just as they happen.

This process and the ideas mentioned are definitely not exhaustive. What thoughts do you have for NGOs trying to use social media?

Image source: UNHCR on flickr
Follow us on @iridiuminter or my personal twitter @sbharatam.

Here are few ways you can start your social media activities:

Facebook Fan Page/ Profile: With hits more than Google, Facebook is emerging as a social media giant. They also provide a good platform for advertising and getting in touch with your customers and create your community in the long run.With their recent new editions to enter pretty everywhere on the web, facebook is expected to become the platform for consumer behaviors and brand advocacy.

Twitter: This is one platform that allows you to market your company within 180 characters. Easy as it seems it provides immense marketing capabilities.

Company Blog: This is one way small businesses can add great value to their firm. This can be a great way to share knowledge, the company culture with the world. Smart companies are again and again proving to be the ‘employer’ of choice not through their flashy websites anymore, but by the blogs. One key reason, company blogs bring the real story, videos of people fresh and alive. Interaction is the hot button.

Linkedin: I have already spoken on reaching out to your professional network through Linkedin. Make contacts, get in touch with like minded people, find potential employees and even get recognized in your field of  work. Linkedin with its virtual networking opportunities is something much beyond your face-to-face networking.

And finally measuring your return on influence from social media, to analyse your progress in the social media space is one thing you should do even before you venture engaging with people online.

There are so many other means to start off with social media, these are the most popular ways of taking off and therefore my sweep-take. My next blog will talk about how small businesses can start off with facebook and its various applications.

There is one most important thing that has to be mentioned time and again, no matter how many social networks you are present in, what matters most is your presence, make yourself felt and do it the right way. Quality always wins over quantity as humans relate with people who respond and connect..slowly winning the social trust.

Follow us on @iridiuminter or my personal twitter @sbharatam.

Image Source: Jon_Marshall’s Photostream on Flickr

Marketing has completed a full circle with social media. It started with making products customized to the needs of the consumers, then with the modernization of industries consumers were happy with what they were being provided for by the companies. With the advent of Social media, customers want a say in the products being offered to them, whether they are small businesses or large. Thus bringing in the importance of small businesses to reach out to their customers to understand their needs and build a rapport with them.

I have provided examples of some small businesses who have had a complete turn around  with the use of social media. Lets take a look and re-use the success formula:

@coffeegrounds a simple coffee shop in Houston has doubled its visitors by simply engaging with their consumers online on twitter. Cordial interactions with consumers has led this coffee shop dealer to increase their customers twofold. Twitter provides a whole new platform to any business that are willing to take out time to get in touch with their consumers that will eventually lead them into a lifelong relationship of loyalty and trust with them.

Key Take Away: Small things make big impact …..start your twitterate..tiny but big steps!

Another example that best describes what I am explaining here is that of @zappos is an online retailer who led corporates to use twitter. This explains their stupendous success with social media. Their gregarious interactions with customers online and readiness to help is the reason why they have been a phenomenal success in social media.

As rightly quoted by Tony Hseih- “Zappos.com is a service company that just happens to sell shoes”.

These are just two examples in small business social networking success as more and more small companies enter this arena there will be more social media success waiting to be accoladed on blogs and other social media forums.

I am curious to know your social media success formulas are..Do write in and I would love to add yours to this Small Business list with full credits to your success story…!

Follow us on @iridiuminter or my personal twitter @sbharatam.

Here are some methods I feel can help you manage and guard your reputation:

1. Filter what is being said about your company on various social networks. A good social media monitoring can help you turn scattered information on the web into powerful trends & insights about you at a click of your dashboard.

2. Educate employees on the intent for your company’s social media initiative. It is not their personal social network but a corporate forum to interact with customers.

3. Be cordial and approachable while on the social network.

4. Handle negative customer comments with dignity and poise.

5. Do not bad talk any other brand. They will figure it out anyways. Rephrasing a famous quote “keep your fans close but keep your competitors closer”. Competitive analysis about you and your competition is something social media monitoring can give you where you can compare apples to apples and apples to oranges. For example, it can simply find out about a particular feature of your car v/s your competitors and get all the intelligence of what people think and how they perceive your brand.

So, if you are a smart company, understand the big message. Not having the social media presence and intelligence is now considered at par with not having a company website…now you understand…now let us act

Follow us on @iridiuminter or my personal twitter @sbharatam.

Image Source: http://www.flickr.com/photos/comedynose/3512538453/

“We have seen a clear evolution in demands from our customers. They are better informed and far more sophisticated in their expectations and requirements.”- Mark Redgrave of Hapax.

True!! With the advent of social media they now have their own platform to express their views and opinions. The main intention behind social media monitoring is to track these conversations as I have mentioned earlier. Determining if these conversations are positive or negative is called Sentiment Analysis.

Listening to the sentiments behind a customer’s voice is very important for any company that wishes to act upon these opinions. According to me, sentiment analysis is very important to any social media monitoring initiative. It is vital to analyze whether good or bad conversations are driving your brand in the social media space. In fact, tracking sentiments is one of the real reasons why businesses enter social media. At iridium, we use several tools to do this.

Automated sentimental analysis tools are generally used to give numbers to these customer sentiments. It is good if you dig deeper than the statistics to get a clearer picture. Also you will need to compare sentiments across several brands over a time period.

If the consumers have positive sentiments with a brand, its all good, but when there is negative sentiment it makes the analysis interesting when you have to uncover the reasons behind this particular sentiment. Sentiment analysis coupled with social monitoring tools make this study even more interesting. It is more like stepping into your consumer’s mind and understanding what drives their thinking about your company.

I would not like to confuse you further, so I conclude by stating that sentiment analysis is nothing but social media monitoring with a qualitative twist.

Here are some free Social media monitoring tools that you can use to assess all social media metrics.

1. How Sociable: it is a free tool that defines simplicity. Just punch in the brand you want to measure metrics for and you will get the visibility score for it across 32 social networks. http://www.howsociable.com/

2. Addict-o-matic: This tool provides you with a comprehensive view of discussions on a topic across the most popular social networks. In just one view you can see all the discussions on all popular social networks and blogs. http://addictomatic.com/

3. Technorati- This tool is used to find top blogs and posts on any searched item. http://technorati.com/

4. Google Blogsearch- This is also a blog oriented tool that generates top discussions happening in blogs on a topic you want to search for. http://blogsearch.google.com/

5. Googletrends- Shows the worldwide traffic/searches of this particular keyword. http://google.com/trends

6. Twitterstats-  This is one tool that serves all my twitter purposes. It shows all the relevant twitter stats for the Iridium account and allows comparisons with other accounts too. One stop for all twitter analytics is what this tool is all about. Check it out on http://www.twitterstats.com/

7. Quantcast- This tool is apt for tracking traffic to a particular website and gives Graphical display and demographics wise data segregation. http://www.quantcast.com/

There are numerous free tools available but its your requirements that defines your choice. After my stint in social media monitoring, these are the top 7 tools I frequently use.

Follow us on @iridiuminter or my personal twitter @sbharatam.