As the second of three parts on managing and monitoring your online reputation, we’ll take a look at the tools you will need to monitor a small business’s online mentions. Larger businesses may want to invest in more robust dashboards and tools, like Radian6, but smaller businesses can get most of what they need from these free tools.

What should you be monitoring?

• Your business name (and any misspellings and iterations)
• Your name and all of your key employees’ names
• Names of any of your products

What tools can you use to monitor these?

Twitter Search. Enter the list above in the keywords. For each keyword, create an RSS feed that either feeds daily to your Google Reader (or similar) or to your email.

Google Alerts. Just like Twitter search, enter your keywords and create an RSS feed for each word or phrase.

Icerocket.com. Monitor keywords and information per the type of social site or online tool.

Socialmention.com. This is much like Google Alerts but it tends to pick up more that is posted in forums, as comments on blogs, etc.

You can also create a reputation management dashboard using Netvibes.com.

While many of these tools will yield the same results, there is no “perfect” tool yet. We recommend having RSS feeds from all of them to ensure that you’re not missing anything. If you’re a relatively small business, chances are there will be few people talking about you online. In fact, chances are there will probably be more people talking about you positively and then you want to thank them for their praise. If you’re someone like Delta or another airline, you will need a lot more than this blog post to help you.

Our next post in the three part series will be about what to do if you find a bad review online.

After deciding to go to Tucson for Thanksgiving, and extending my trip into the earlier part of the week, I decided it would be high time to visit those nice designers and knock on some doors.  I typically do not consult for just a few hours, but I wanted to reach out and introduce our company to an area that I felt we had not yet built much brand awareness.

How did I find the interior designers in Tucson?

I looked online…much like potential clients would.  LinkedIn was a valuable tool for me to search by and, when I came to the second designer in my LinkedIn search list, I found that her website didn’t link properly.  This led me to run a search on her name and up popped trouble.  Trouble was in the form of a very negative online review about this designer’s professionalism and abilities from a potential client.  This negative review was not emotionally written but carefully cited objective details, including a lawsuit.  Yikes.  Now I realize that there are two sides to every story and we have all had our share of bad experiences and bad clients.

However, what worried me more is that this designer may not know that this review is out there.  If I were a client, there is no way that I would contact her when there are so many others in the list.  As someone who works with designers, I was even unwilling to call on this woman because I figured that I did not “need the trouble”.

The sad truth is that we are all much more willing to write a scathing review when we’ve had a bad experience than we are to write a review if the experience exceeded our expectations.  That reality is not going to change.

Are you monitoring what people are saying about you online?

See my next two posts about tools to monitor your online reputation and what to do about a bad review.

Whether or not you spent hours in the madding crowds on Black Friday, Cyber Monday beckons to everyone from the convenience of your lap, your desk or your iPhone. U.S. retailers are expecting their online sales to jump by at least 15% this year over last holiday season, and even more surprisingly, online shopping today will surpass in-store shopping, this according to a poll conducted by Consumer Reports.  And shhhh, don’t tell the boss, but almost 60% of those online shopping trips happen during normal work hours!

Now these gems are what’s on the list for the interior design savvy cyber-shopper, or if you want a new home for the holidays, a few to be considered…

credit: 1st dibs

A late 19th c. Neoclassical charmer from Hollywood at Home through 1st dibs.

credit: Brinca Dada

The Emerson House designed by Tim Boyle and available through Brinca Dada, is environmentally friendly and beautifully contemporary.

credit: Brinca Dada

Also designed by Tim Boyle, through Brinca Dada, the Bennet House was influenced by the De Stijl movement of the early 20th c., but a century ahead of its time!

credit: Brinca Dada

And to be able to fill 7 rooms for $199, unheard of!  The Classic Contemporary group from Brinca Dada, as well.

credit: PRD

Paris Renfroe Design, has a miniatures division, PRD Miniatures, where they recreate their custom furnishings and shipping container homes into the smallest scale.

What’s on your wish list?

I love Twitter.  I love Twitter so much my friends think I’m weird.  Even more than Twitter, I have loved one of my Twitter tools.  That tool is Hootsuite, and up until today I have been a very loyal fan, suggesting its use to clients, promoting it in presentations, and singing its Owl-praises from the highest rooftops I could find.

I have encouraged friends, family, clients, etc. to use this platform, boasting about its robust set of features.  While there had been “cooings” (is that doves?) about Hootsuite transforming from a previously free version to a paid subscription, it was not until this week that the squawking became a reality.

The freemium model is not new in the social and digital space.  In essence, Hootsuite’s new pricing attempts to follow the freemium model.  But unlike other services that upgrade only their new set of features with a paid subscription, while maintaining their free plan with already existing features, Hootsuite has elected to alienate its greatest talkers and loyal fans (those that have been there from the beginning) by diluting its free product.

HOO would do such a thing??? *

Last week, when I first saw these changes starting to take place, I tweeted a complaint about Hootsuite.  After thousands of praises, I finally had something to say to them that I needed a response to.  And did I get it?  No. I got crickets…no owls at all.

I believe that these great developers and entrepreneurs should be paid for their creativity, services, and hard work.  However, it is bad business to turn your previously free services into a paid model and expect little to no objection from your loyalest fans.  Hootsuite could learn a thing or two from 37signals who have never used the freemium model.  If you demand money for your already free services, you’ll turn fans against you quickly.  Is the bad, fast-traveling, word of mouth worth it?

Hootsuite, here is my suggestion:  Create better features for your new Pro plan and leave the Free plan the way it was; or at the very least, show some appreciation to the people who got you where you are today and let them keep the features they have grown accustomed to.

And to all businesses out there:  Don’t shut out customer complaints.  Listen to them and respond!  A remedied bad situation will get more people talking than you can imagine.  Don’t be afraid to approach negative feedback – engage it!

As a designer, do you find yourself asking “what do they have, that I don’t?”  What makes a well-known, or celebrity designer, stand out from the crowd, receive accolades, book contracts, and the like?  You work your fingers to the bone, burn the candle at both ends to visualize and design thoughtful, beautiful, sophisticated spaces, just as they do.

The difference just might be their mastery of the social media whirl, their presence on the major Social Media platforms; Twitter, Facebook, Ava Living, LinkedIn, or their focus on up-to-this-very-minute trends showcased in twice-weekly blog posts.

Case in point, Tobi Fairley, known for her signature look of fresh simplicity that is both beautiful and functional, launched her blog in September 2008.  Today, it is read in 95 countries!  She is dedicated to timely updates of her business Facebook page, which has just about 3,200 fans, and at least 3-4 tweets per day.  All of which allow her to remain engaged and committed to her base, potential clients, and any publications looking for content.  She has been showcased in House Beautiful, Traditional Home, Better Homes & Gardens, along with other local and national shelter publications.  She is seen as a taste-maker and a trend-setter.

But all of this takes time, energy and the search for trends and topics that are interesting, and if that candle is burning while you are hard at work on a project, how do you do it all?  Gibson Design Management, and our sister company, OttoPilot Media, are experts in Social Media.  We know how to move the pieces around the gameboard to maximize your visibility and your fan base.  We would welcome the opportunity to answer any questions, and help you through the Social Media maze!  Please contact Martha for details.

A series to get your creative juices flowing for your interior design firm’s blog.  [Link to earlier posts: Introduction/first set, numbers 6-10, numbers 11-15, numbers 16-20, numbers 21-25, and numbers 26-30]

1. Promoting a post that you liked on another blog.  If a fellow design blogger posts a great post on her blog, show her some love.  You’ll get reciprocity and build goodwill.
2. Great finds from High Point or NeoCon. Talk about trends.  Show your favorite pieces.  Show what’s new.
3. Canopy beds.  Talk about the history of the canopy bed and how it translates into today’s interior.
   

   A dreamy canopy bed. Photo: Elle Decor

4. Green upholstery options.  Vendors that are now offering green upholstery.  What to consider and how to know if something is truly green.
5. Considering Living in Place when building your home.  Design of passageways, thresholds, roughing in an elevator, and more.

Plus two extra for the end…

• Historical uses of crown moldings.

Crown molding frames a pretty window seat. Photo: Traditional Home

• Splurges + steals- mirrors, cocktail tables, beds, etc.  This is your typical magazine article showing the Versace dress with its hefty price tag (that is absolutely to die for) and a BCBG dress that achieves the same “look” at a more affordable price.

We hope you enjoyed the series and found a few points of inspiration for your interior design firm’s blog.  If you found any of these suggestions particularly helpful, or if you’ve created any innovative posts for your blog,  please share your ideas with us! We’d love to see what you’ve come up with.

A series to get your creative juices flowing for your interior design firm’s blog.  [Link to earlier posts: Introduction/first set, numbers 6-10, numbers 11-15, numbers 16-20, and numbers 21-25]

1. A front door wreath for each season.
2. Using a stair runner. Using patterns or solids. Why you might want a runner.
3. Review of a recent hotel/resort you visited (from a design perspective).  What you liked and/or didn’t like. Interesting pieces or uses that your readers could translate into their lives.
   

   Tempo Miami. (Photo: Elle Decor)

4. A plug for your favorite charity and why you support it.  Show your readers what you care about.
5. Pictures of your holiday table.  Show them your personality and a glimpse into your life.

Check back next Monday for the remaining ideas in the series! (Are we saving best for last?)

I am fairly transparent…with my social media profiles.  I don’t mind that people I know professionally see the more personal side of me.  Most people know I love martinis and Boise State football.  I tweet things that are not work-related and may sometimes border on unprofessional but I think it actually helps sculpt a fuller picture of who I am.  People want to do business with people, and not with logos.  May I turn a few people off by a few things that I say?  Maybe/probably.  However, I hope to endear more people by being more personable, by showing a sense of humor, and by being a real person–flaws and all (I know, you’re probably asking “what flaws?” and if so, you’ve been talking to my grandparents too much).

I do not limit who can see my tweets and our blog is completely open.  I only limit my LinkedIn account to people that I know, especially from school or professionally, because I think that a LinkedIn connection is somewhat an endorsement in and of itself.  However, on LinkedIn, I’m on my best behavior because that’s what people do on LinkedIn; they sit in their virtual suits with their virtual resumes and they virtually shake hands.  They don’t fist pump, take tequila shots, and wear jorts (jean shorts).

Facebook is another story.  When Facebook started showing business potential, we quickly jumped on the bandwagon with groups and then later with business pages.  However, I always kept my Facebook personal profile for me.  While it will not surprise any readers, there are probably pictures on there that I don’t want broadcasted to everyone and their mother, literally, and I have friends that post things on my wall that I might not want our banker to read.  That’s okay- I use privacy settings for anyone who is not a friend.  As Facebook has become more and more prevalent amongst professionals, I have started receiving many friend requests from people that I know purely in a professional capacity.  I used to never accept these; I made a conscious rule that my Facebook profile was for me and I could share it with whomever I wanted (that would also like to be my friend in return, of course).  A couple of months ago, when privacy settings became more robust, I started accepting purely professional contacts and put them on limited profile.  I broke my own rules.

Is your personal Facebook page under lock and key?

I immediately felt weird about it, but I felt worse denying someone that I do like “friendship.” As a result of breaking my own rules, I paid the price.  It was a minor incident and, for all intents and purposes, a miscommunication.  However, it was my fault and I knew better than to break my rules and boundaries.  I knew what I was comfortable with and I should not have wavered.

Since then, I “defriended” everyone that I previously had on limited profile.  If you are one of those people, I apologize.  It has absolutely nothing to do with how much I like you or a change in the “status” of our relationship.  I feel the same about you before the defriending that I feel about you now.

Is it not enough to connect with someone on LinkedIn and to follow them on Twitter?  Can’t they like our Facebook business page? My Facebook profile is for me, and if it means that my friends get to know me better and end up referring business to us because they like me, then that is tremendous.  Am I still friends with some people on Facebook that I first knew, and may primarily know, professionally?  Yes.  However, I feel comfortable with those people seeing more of my life.  I won’t give you reasons and I don’t have to give reasons.  It is my prerogative.  It usually has to do with how cute your profile picture is.  Of course I’m kidding but if I want that to be my friend guideline, then that is my guideline.  It is not our company rule–it is my rule.

The bottom line that I’m making here is that even the most transparent of us social media people might want to have a sacred online place too.  Don’t be offended if someone that you know does not choose to connect with you on a certain platform.  Everyone has different rules and guidelines and we don’t all need to be hyper-connected.

This is obviously my opinion considering I started about 80% of the sentences in this post with “I” but “I” would be curious to know what you all think.  Do you keep anything sacred or do you let it all hang out there?

For those of you who have iPhones and frequently want to take pictures to post on your blog, Facebook page, Flickr, or other platforms, you may have previously been disappointed in the quality of the photos. In many cases, the contrast and color of the iPhone photos do not do the design justice. There are two iPhone apps—AutoStitch and Touch FX—that I recently started using that have significantly changed the quality of the photos that I can take with my phone.

AutoStitch:

AutoStitch allows you to take multiple overlapping photos that you can then “stitch” together for a panoramic view.  This is great for getting more of a room into the pictures.

One part of the image, before AutoStitch

And again, after AutoStitch

I am typically very stingy with spending money on apps, but I found the $2.99 for this app to be a well-spent business expense.  Now, when I take photos of any of our design projects in process or when I want to photograph the entire vignette at High Point Furniture Market, I am not limited.

Touch FX

For 99 cents, this photo editing app for your iPhone is also business money well spent.  I find most of my iPhone photos to lack contrast in color.  With Touch FX, you use your finger as a brush to touch up your photos.  You can also use your “brush” to make your photo sepia, black-and-white, posterized and more.  I particularly think that the “Contrast” tool is the most important for taking design photos and really punching up your colors and textures.  In the photo below, I used the contrast tool to doctor the left-hand side of the photo and the right hand side is untouched.  You can see the brightness and difference.

Left side– Touch FX contrast tool used; Right side– untouched

Todd Whiting, one of our GDM advisory board members, is the creator of Touch FX so that is how I found out about it.  I must say that I went kicking and screaming to actually spend money for an app (even an app made by someone I know- sorry Todd).  However, I can honestly say that these two apps, often combined, have made a huge difference in the caliber of photos that I can take and post with just my iPhone.

Happy picture taking!

I’m currently sitting on an Alaska Airlines flight, flying from DC to Seattle.  It’s a long flight, the seats are average size, and the paid snacks are average too.  However, there are some remarkable things about this flight that do not just have to do with Alaska Airlines.

This plane has WiFi.  Yes, I realize that this technology exists but it’s surprising how many planes do not still have the service (come on airlines, get with it).  I was excited to learn that we would have WiFi, but imagine my glee when I found out that Bank of America (who is the credit card backer of the Alaska Airlines Visa) would be covering the cost of the WiFi for all Alaska flights this month.  Typically the WiFi is up to $12.95 for a flight of this length.  I have a Bank of America credit card, and now I’m more likely to keep that card and to consider B of A for other banking and credit card needs.  I don’t know how the deal worked between B of A and Alaska, and I don’t really care.  I do care that I have free WiFi right now; my experience with Alaska is better and I like Bank of America more.

Bank of America win.

Alaska Airlines win.

Alaska Airlines also has these cool electronic devices called DigEPlayers.  This means that for a fee, you get your own digital player that is preloaded with several movies, TV shows, music videos, music, and more.  This is mentionable in and of itself because I like that I can choose what I watch and I don’t have to strain to watch a movie that I didn’t really want to see in the first place on an overhead screen.  I mentioned that these DigEPlayers have “More” and this is where we find another joint venture win.  I scrolled through the menu and found that the player has Soundview Executive Book Summaries.  I have seen these advertised in a magazine, and they did not look inexpensive, but imagine my glee (AGAIN) when I found that I could choose from over 45 business books and hear the executive summaries during my flight.  Now I’ve been able to try out this service, while I’m a captive, bored audience, and now I will be more likely to actually purchase this summary subscription

In-flight boredom eradicated... (at least on Alaska Airlines!)

from Soundview because I recognize the value and I like that they entertained me.

Soundview Executive Book Summaries win.

Alaska Airlines win.

Since I really enjoyed listening to a couple of these executive summaries, I found that I wanted to know more than just the 20 minute soundbyte on a couple of them.  This means that I opened my Firefox, went to Amazon, and bought the books…from the sky.  I’m sure this is SkyMall taken to a whole new level.

Amazon win.

Author win.

Alaska Airlines win.

So, the next time that you are thinking about running your company as an island, think about how much happier you could make your customers or clients if you give them things that may not cost you any extra but mean a lot to them.  People remember what made them happy and when they were happy.  Shouldn’t that be in your store, in your office, on your website, or on your flight?  I’ve almost even forgotten about the $20 that Alaska charged me to check my bag.

By the way, for inquiring minds that may want to know, I bought Seth Godin’s Free Prize Inside and Rohit Bhargava’s Personality Not Included.  I will keep you posted.