online reputation

          I think about rankings and scorecards all the time. Afterall, I cut my teeth on Fortune's Most Admired Companies years back.  At the time, there were not many competing scorecards. And, afterall,  today we have an active rankings practice at Weber Shandwick that we call Scoreboxx. We help companies all the time understand what rankings are important to pursue and which are not worth the time. There is barely a day that I don't hear about a new scorecard or as I have mentioned in a post I wrote on reputation trends, a newworst-of  list.  In fact, I have started collecting worst-of lists because they fascinate me as much as best-of  lists. Strange hobby but who knows, they could be worth something in the future. Not really. Today's New York Times had a fascinating article on the rankings and metrics obsession that we seem to live by.  The writer even predicted how the frenzy will only rise as we enter the serious election campaign. Little did she probably know that the op-ed page in today's NYT had a chart on how Donald Trump was measuring up as a front runner in several polls as a presidential candidate.  Here are some the quotes from the rankings article that I highlighted for sakekeeping. They go far in explaining our rankings addiction.

"Numbers make intangibles tangible,” said Jonah Lehrer, a journalist and author. “They give the illusion of control.” "The trouble, though, is when we mindlessly and blindly rely on those numbers to tell us everything," said Sherry Turkle, a professor of social studies of science and technology and director of MIT. “Just because we have the skills and ability to put metrics on everything doesn’t mean we should.” "This reliance and overweening trust in numbers is to some extent generational," said Howard Gardner, a professor of cognition and education at Harvard Graduate School of Education. “For almost anybody in the United States under the age of 25, the only models are quantifiable rankings,” he said.

 A few comments. I don't think we can blame everything on the younger generation although Gardner has a point about everything being quantified for them (SATs), so why shouldn't they apply it everywhere else?  The truth is that all age cohorts use rankings to pick the best restaurant, best travel location, best employer and best college to apply for.  We're all hooked. The article also goes into how authors end up measuring themselves by Amazon rankings of books sold.  As the author of two books, people always ask me how many books did you sell? Personally, I have no idea since I wrote the books out of love for my topic, reputation, and much much less for my status on the number of books sold.  However, I sometimes think I am not a very good author because I don't know the answer to this frequently asked question and I'd be a better person if I at least knew. Despite that, I have to get better at checking Google Analytics to see how many people read my blog. When I have looked at it in the past, I could not figure out whether I should be blogging on Fridays or Mondays or Thursdays and just gave up. I have to get better at this because I don't know how I fare! Another element in the article certainly caught my eye. It referred to a blog posting on Online Status Anxiety by Jonah Lehrer who has a new book out on How We Decide.  He is so right. People are obsessed also with the number of followers and fans and likes.  Our social ranking is now quantified.  Yikes. Here is a selection I took out of Jonah Lehrer's blog posting:

"Now that the social web is maturing - the platforms have been winnowed down to a select few (Facebook, Twitter, LinkedIn, etc.) - some interesting commonalities are emerging. The one shared feature that I'm most interested in is also a little disturbing: the tendency of the social software to quantify our social life. Facebook doesn't just let us connect with our friends: it counts our friends. Twitter doesn't just allow us to aggregate a stream of chatter: it measures our social reach. LinkedIn has too many damn hierarchies to count. Even the staid blog is all about the metrics, from page views to unique visitors."

I think I am going to check out my blog postings metrics today! Enough slacking on the metrics. My online reputation should be the measure of my life!

I was lucky enough to attend the Arthur W. Page Society meeting a few weeks ago and hear some thought-producing  speakers on reputational issues in a complex world. I believe I promised in my last blog post that I would write more about the 10 lessons learned from the global corporate communications officer at Toyota, Jim Wisemen.  One of the statements he made which deeply resonated with me was how he used to think that he was among the top corporate crisis counselors – pre-recall, that is.  He candidly and I must say very humbly said that he learned once the crisis began that he had a thing or two to learn about crisis in today’s world.  Wisemen said that when the recall began, they were receiving 500 calls a day from the media! And although they had a 1-800 number for customers to call regarding the recalls and that they had been used to getting 3,000 calls daily on average, that figure jumped to 100,000 per day when the recall began.  And this 800 number had only been programmed to manage 15,000 per day.  Imagine managing in this type of reputation-on-fire environment.  So here are the 10 lessons he gave to the audience of senior corporate communications officers at the meeting. Worth keeping in a safe place to pull out when the fire bell rings at your company. His lessons are good guides to our collective futures. Thank you to Jim for sharing with us.

1. Listen to customers
2. Communicate internally, fast and frequently
3. The new media breeds hysteria, deal with it
4. Get help from friends
5. Understand the politics and fight back
6. Swallow pride and communicate with legal (you are now joined at the hip)
7. Educate the media (consider informing reporters on automotive issues beforehand such as safety)
8. Emphasize social media
9. Stay true to your principles (The Toyota Way)
10. Don't let it ruin your life –try not to take it personally

 No doubt you have heard about icorrect.com -- the web site that sets the record straight about rumors and hearsay. The website says that it  is about protecting " one’s reputation in cyberspace forever." ICorrect was started by the founder of Shanghai Tang, the terrifically classy and expensive department store chain. Since I was recently in China, I certainly did not pass up the opportunity to drop into Shanghai Tang and admire all its beautiful apparel and items. It is known as a luxury lifestyle brand.  Sir David, the founder and businessman, began this web site to help people clear up misinformation that lives permanently on the Internet. Several well-known celebrities and luminaries have taken to clearing their records. Anyone can view the corrections although to post costs $1,000 annually. There are posts from Cherie Blair, Sienna Miller and Michael Cain. I do wonder if they are actually took the trouble to post these corrections but it seems to be the case.  Here is an example -- the accusation followed by the correction.

Accusation: Kate Moss to make her acting debut in Shakespeare's The Tempest

Kate Moss is taking the acting world by storm - making her stage debut in the Tempest. The supermodel, 36, has landed a minor role as a nymph in an upcoming version of Shakespeare's play. It follows a series of meetings and phone calls with Kevin Spacey who is overseeing the production as part of the Bridge project at London's Old Vic. Our spy tells us: "Kate has had several acting lessons and is keen to broaden her.......

 I could not start this blog post without mentioning my deep sorrow for those lives lost in Japan due to the earthquake and tsunami.  The news is devastating and I am very sad for this amazing country. However, if there is a country with the ability to come together to move forward, Japan is the one with the finest reputation for preparedness and commitment to the community. I wanted to share some research I read about in The Economist on the wisdom of debunking company myths and rumors online. If you are a regular reader of my work, you have heard me mention that I think it is a good idea to refute rumors about your company and its products if they become too prominent online and spiral out of control. However, researchers at Kellogg's School of Management and Stanford Business School  found that it actually hurts to repeat rumors on a company web site.  They found that by highlighting the myths on company web sites (in order to explain why they are wrong), the rumors are actually propagated, not diminished. I think that there is always a risk to communicating about the negative but that companies need to join the conversation about hearsay that harms their company or their brands' reputation. Being silent in some cases can cause even more damage because of the inaction and going on the record with the facts. Of course, the art to disclosure is knowing when to address myths and rumors and when enough is enough. That requires constant monitoring online to know when hearsay is spiraling out of control. I do agree with the researchers, however, that when companies repeat myths and rumors that are circulating online, it increases the likelihood that search engines will pick them up and give the rumors greater  prominence in the search rankings. But as the article itself notes, the antidote to hearsay is making sure that there are good things also being said about your company to counter the negative ones. As the researchers say, the positive facts "nudges people to doubt nasty things they may hear about the company in question." Therefore countering the rumors and complementing them with good information on what the company is doing or the brand is promising and delivering should work in your favor. Ultimately, it is maintaining the right amount of the good stuff to counter the bad stuff. And knowing when it is the right time and right place to speak up and stop rumors in their tracks.

  Where is privacy going?  Do all newborns have digital footprints in addition to those inky-stained ones on birth certificates? Are we going to need pre-natal reputation managers in the near future? A survey by AVG  among mothers in several countries found that 81% of children under the age of two had some form of digital profile including photos online. This percentage was even greater in the US where an astounding 92% of children under two have an online profile.  It gets even stranger so hold on. Nearly one quarter -- one in four! -- have uploaded their pre-birth sonograms online. Again, US moms are more prone to sonogram-posting (34%).  Is technology getting out of hand? And nearly one in 10 (7%) moms have picked out an email address for their young ones with nearly as many having a social network profile already. Privacy has to be among the greatest risks facing humankind as we march into the future. Parents have to learn to be extra cautious with their privacy controls if they want to maintain some sort of safeguard for their growing children. Of course, young parents today have only known life online. All of this makes me wonder if  in year 2050, we have to employ baby reputation managers to protect our children's backgrounds and photographs from being used improperly? We have a lot of work ahead to understand the true dimensions of privacy loss and how it will affect this generation coming up. We have already seen the downsides (along with the upsides of course) in recent years but the early warning signs of concern are here.

  There is an interesting article on Cnet about online reputation management. The article by Tom Krazit is mostly about the many ways that online reputation companies help people manage their reputations online. There have been many articles on online reputation management but I suspect that the reason this article appeared when it did was due to the change in name at ReputationDefender to Reputation.com. Why did ReputationDefender changes its name? It says on their website the following:  "It also better communicates the scope of our solutions, beyond the “defensive” and onto the “proactive” face of reputation and privacy management. Through Reputation.com, we will continue to focus on delivering high-quality reputation management and privacy products, but we will also focus more broadly on the issue of Internet identity and proactive reputation building." When you read Krazit's article, it reviews the savory and less savory ways that one's reputation can be improved online or somewhat buried in the rankings lineup on search engines. And of course, some of the methods are not revealed because that is the secret sauce of these firms. The founder of Reputation.com, Michael Fertik, defends people's rights to put their best foot (face?) forward in his brash quote: "Google is not God, it is not the First Amendment, and it's not the truth. It's probably the best machine of the last 10 years, but it's just a machine." I met Michael about two years ago because of our mutual interest in reputation.  I am sure he said the same thing to me about Google at our first meeting. He has a good point. Just because something surfaces at the top of Google does not necessarily make it absolutely true or the last word on an issue or topic or person.  I sincerely admire what Michael has built and the passion he puts into his business and people's right to defend themselves when they have been wronged or privacy is invaded in harmful ways (they have a product for cyberbullying,  MyChild).  He has built a business from the ground up and I applaud that. I am glad that his business is doing so well. Interestingly, the writer asked Google for its opinion on reputation management online and they forwarded the following comment:

Our goal is to help people find relevant information. So, we don't condone reputation management campaigns that attempt to hide relevant information. While there is nothing in our guidelines that explicitly forbids reputation management, if we uncover link schemes or other violations, we reserve the right to take action in response. We are constantly working to improve our algorithms to ensure people find the most relevant information possible for their searches.

Ultimately, I agree with the author who at the end of the article concludes:

How much fun is this? Google Labs has this new program where you can search words among a database of two billion words and phrases taken from over five million books published during the past 200 years. Those are all big numbers and mind blowing if you think about it. You can track the usage of "God" or "enemy" or "Lady Gaga." Since this is now available to the public, I quickly typed in "corporate reputation" to Ngram Viewer and got to see how the term has soared over the past 19 or so years. The above chart shows the upward rise from 1990 to 2009 and demonstrates how much attention has been paid to the term in published books. Then I decided to look at the terms' corporate reputation (blue line) and online reputation (red line). As you can see below, online reputation took off around 1998 and is moving upward although it does not come close to corporate reputation in the world of authorship.   I found all this out when reading an article in the WSJ while sitting on a plane (where I get alot of reading done).  I was captivated by the ability to capture trends by tracing words and cultural signposts over time. It is a researcher's dream and I am busy making slides for powerpoint decks that we use to describe the surge of interest in reputation today. I guess you could say that I have been lucky enough to ride the wave.

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Nearly one year later, with a pile of drafts,articles and reports on the floor in my office, my article on Reputation Warfare appeared. Where can i find Phenytoin online, I am joyously grateful that an idea that came to mind last Thanksgiving came to fruition and now sits proudly inside the HBR December issue (and online). What amazes me is that I never lost interest for one minute in the topic of how companies can learn lessons from the military on how to defend themselves against online asymmetrical attacks from reputation detractors or snipers.  Even now as the issue sits with readers, my interest in reputation defense in this brave new world has not diminished.  I regard that as a gift to be grateful for, Oklahoma City, Oklahoma. Las Vegas, Nevada. Baltimore, Maryland. Milwaukee, Wisconsin, A colleague wrote me yesterday after reading the article that even more challenging and complex reputational assaults lie ahead. How true, buy Phenytoin no prescription. Order Phenytoin online overnight delivery no prescription, That's good news to me.

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Buy Generic Furosemide Without Prescription,            An important week for me and I am very proud to share the news with you. An article I wrote -- Reputation Warfare -- appears in this month’s issue of Harvard Business Review. The issue is themed Social Media and the New Rules of Branding, Generic Furosemide from canadian pharmacy. Generic Furosemide in cats, dogs, children, man, woman, men, women,  Here is the Idea in Brief as HBR likes to call it.

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