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.

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.

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?

With all of the shiny new tools out there, many of our small business clients ask whether they still need use email marketing to reach their communities and audiences.  A few months ago, I would have said “yes”, but not as emphatically as I say it now.  A few months ago, I would have spouted off something about how your clients, influencers, and potential clients like to receive their information in different ways.  Not everyone is going to be on Facebook, reading your blog, etc. but they might actually like to hear from you by email.  I believe that this is still the case, however now we have some metrics to back it up.

Last week at the Word of Mouth Marketing Supergenius conference in New York, Olivier Blanchard from The BrandBuilder not only gave an incredibly robust presentation on determining ROI from social media efforts but he also gave a REAL LIFE (these exist!) example of a small business who used different digital and print avenues to promote his business.

From Olivier’s presentation:

Example of spend justification — A retailer suspected his print advertising wasn’t helping. 90% of spend was on print, 10% was on email, blog, and in-store. We embedded unique promo codes in each channel. We did sales as tests. We didn’t need to measure all the time, just slivers of time. Of all promo codes, 4% of sales came from print, 69% came from email, 17% came from Facebook, and 10% came from web and blog.

In our own experience, we have also found that our clients have highest direct sales from email marketing compared to other platforms.  One of the design firms that we work with in Montana held a large sale on all furnishings from one of its manufacturers.  The firm printed and mailed postcards about the sale and….crickets.  For the same sale, we developed an email marketing campaign as well.  At least three large furnishing purchases were attributed directly to the buyers receiving the emails (side note: margins on furniture are large). Emails are sharable too.  For your list of 500, you may reach 1,000 when people forward on something good to their friends. That’s much more difficult with a hard copy mailer.

By what I’ve written in this post, I would imagine that several of you are thinking- “Well then why do we waste our time with Facebook, Twitter, blogging, and the other things that are about to make my brain explode?  Why not just put all of our resources into email marketing if we want to make more money?”  Facebook, Twitter, LinkedIn, blogging, vlogging, etc. are important for the new way that we, as consumers and as sellers interact; we expect that interaction and it’s an important fundamental piece of our new marketplace.  On the digital marketing scale, email marketing is much less conversational. Conversations are important in building the bridges for future sales and future brand development.  Don’t give up on the other platforms, but especially don’t think that email marketing is now obsolete.  Just like each of the other tools, it has its place in your tool belt.

You might have heard mentions of our sibling company, OttoPilot Media, through the Twitter grapevine, but perhaps you’re wondering what OttoPilot Media is all about.  Make sure your tray tables are in the upright position– here’s the rundown:

In short, OttoPilot Media helps fly your business to a higher level through non-traditional marketing… but that’s more than just a catchy tag-line.  We work with companies to determine which social media platforms will be best for what they want to achieve.  Once that’s defined, we enhance and customize the necessary tools (blogs, Facebook, Twitter, YouTube, Foursquare, and more) so each social media platform accurately reflects the brand or business.  We want our clients to look like the experienced pilots they are.

Plus, we take care of the hard part: effectively managing these platforms.  Signing up, refueling and applying a fresh coat of paint to these social media accounts isn’t enough– so we generate content, schedule posts and tweets, and make sure you’re always up-to-date, knowledgeable, and engaged with your online communities. You won’t have to worry about a thing– it’s like sitting in first class all the time!

Now, we all know that if a pilot got distracted while flying, the results wouldn’t be too favorable.  To avoid this, we stay focused and alert while your company runs on its familiar schedule (we know that can be a big distraction)– in order to deliver the best in-flight service and turbulence-free ride for you and your clients.

Moreover, we are specialists when it comes to helping our clients develop ideas and get people talking about their brand (and saying good things, of course).  We work with companies to define a manageable flight plan, and then implement our revolutionary tools  (i.e non-traditional marketing) to ensure our clients are visible across online platforms, and consistently sharing their unique brand with others.

Are the skies a little clearer now?  We hope you’ll get in touch to learn more about how OttoPilot Media can help your business fly to new heights!

Find us here:  and here:  

While waiting for a pretty significant writer’s block to clear up, I thought a dip into my Twitter stream might help refresh me a bit. Even though it is against the general “how-to’s” of Twitter, I have focused my following to design, marketing and artistic tweeps— so that the noise doesn’t become too overwhelming. Well, lo and behold: when I really focused, some great new, inventive and interesting ideas and products revealed themselves. And, miraculously, the writer’s block vanished.

Below is a selection of some “twinspirational” Twitter finds.

@LadyFabrics (visit their website): Gorgeous, 100% natural, sustainable, biodegradable fabrics.

A wide array of colors from Lady Fabrics

@Alluminare (visit their website): Fully customizable fabric, wallcovering, pendants, lamps, pillows and so much more! Wonderfully interactive.

Fully customizable lampshades and more on Alluminare's website

@tracyhiner (visit the website) This is NOT your average wallpaper, it’s Art, and yes, with a capital A!

Two examples of Black Crow Studios' artful designs

@modernica (visit the website): Uber-cool furnishings that would make the Jetsons’ swoon.

Ultra modern chairs from modernica.

@HomeDecorNews (visit the website): A lot of something about a lot of everything for the design industry, from the DIY-ers to professionals.

@myperfectcolor (visit the website): Anything and everything you would ever want to know about Benjamin Moore paint.

The moral of the story: inspiration comes from many sources, Twitter being only one of many!

How can you make Twitter work for your business? Contact @gibsondm, @mandaleebee or @ProjectSupport (aka Alexandra, Amanda or Martha at Gibson Design Management).

Thank you so much to Todd Wickersty at Business Bullpen for inviting me to guest post on their blog today.  See the full post on their blog by clicking “read more” below!

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Those who are not active on Twitter (or have never signed up) frequently ask: “What’s the point?” or “Is this really going to help my business?”

The short answer is: yes.  I know that it works because it has worked for our business in 6 very distinct ways.  The holy grail of social media still leaves the question of how to effectively analyze social media efforts.  It seems that John Lovett and Jeremiah Owyang, from Web Analytics Demystified and the Altimeter Group, are on the right track for creating a framework.  Until then, the list of 6 will have to be statistics free.

Creating leads. Twitter helps foster relationships if used properly.  It’s a way to engage in conversation and offer answers when asked—without expecting anything in return.

Click here to read more…

Unless you’ve been stuck under a pile of F. Schumacher sample books for the last two years, you have probably heard of the social media phenomenon with the cute bird mascot.  Twitter is a micro-blogging site that allows you to post status updates that range from personal (“Why are there so many crumbs in my purse?”) to educational (“Pantone announces its new color for 2010 is turquoise”) to conversational (“@gibsondm That was a great article about 5 steps to start Twitter”). Your tweets are limited to 140 characters.

While this article is not about why to use Twitter, I must devote one quick paragraph to my soapbox. Twitter has helped grow our business. I’ve hired people that I first interacted with via Twitter, created business relationships, found clients, been interviewed for USA Today, been interviewed for a marketing book, and more. If you still don’t get how it can help your business, email me and we’ll discuss.

Getting your feet wet with Twitter is the right way to start.

Here are 5 easy steps:

1. Go to http://twitter.com. Click on the big button that says “Sign Up Now”.

2. Select a username. Your username will also be called your Twitter “handle”. You’ll want to choose something that is close to your name or close to your company name. Make it as simple as possible. If I could do it all over again, I would have chosen my name “alexandragibson”. Unfortunately, that name is no longer available and I’ve developed a following with my current handle—@gibsonmd.

3. Write a profile and upload a picture. Be sure to do this before following anyone. Your profile is limited to 160 characters; I suggest using a mixture of professional information and personality. My profile is:

CEO of Gibson Design Management; MP for Gibson Design Group; social butterfly; type A (personality not blood); competitive horseback rider; martini drinker

4. Enter your first tweet. We typically write things like “Just getting started on Twitter. Thanks @gibsondm for teaching me! ”

5. Start following people. This will both mean that their tweets will update in your newsfeed and that they will be alerted that you are also on Twitter. If I know that my friend Bob Willywog is on Twitter, I can find him by clicking “Find People” and entering his name. If I just want to start following people in my town, in my industry, or who have similar interests, I go to www.twellow.com and run a search. This will search profiles for your keyword.

If this all seems overwhelming, don’t despair. Contact us about our social media services. We can hold your hand through not only getting your business set up but also on how to use these tools to improve your marketing.

Those of you on Twitter will understand the prolific Fail Whale that tells us that Twitter is overloaded.  For those of you not on Twitter, get to it and sign up here!  Drink this martini while you’re setting up your profile.  You may be much more charming and intelligent.

This martini is featured in our February e-newsletter, The Gibson.  If you don’t receive The Gibson, click here to sign up!

Ingredients:

• 1.5 ounce vodka (top shelf)
• 1.5 ounce Cointreau
• 1.5 ounce Blue Curacao
• Lime slice

Preparation:

1. Chill martini glass.
2. In a large cocktail shaker, combine the ingredients with ice.  Shake until mixed and chilled.
3. Strain the cocktail into the chilled glass and garnish with the lime.
4. Tweet to your heart’s content.
5. Enjoy!