Cerebra

A Q&A between (Head of ORM) and (Head of Strategy)

1. What exactly does ORM stand for?

• Online Reputation Management

2. That’s nice, but what does it mean and what does it actually do?

• The ORM process lets you listen to the thousands of conversations happening online, measure sentiment - which affects reputation and lets you take a look at the people who mention your brand. It's like stalking on steroids. And with pie charts.
• It let’s you know what your brand looks like online, and what you can do to change or maintain that.

Here at Cerebra we have the pleasure of running the social platforms of some of South Africa’s most awesome brands. We also enjoy experimenting with our own social platforms, which means that we’ve learnt a lot about what content works and what doesn’t.

Whether you’re new to social media or looking to improve your brand’s content, here are a few of our top social content tips and tricks:

• Get the basics right – keep content short, simple and relevant. Good spelling and grammar are a must.

In an attempt to show solidarity to the nation’s youth currently toiling away with exams and studying sessions, I have decided to join them. The question I posed to myself is this:

Question
True or false: Facebook is limiting my brand page’s reach in order to force my client into spending on advertising (Discuss for 50 marks)

False. People are correct in saying they’ve seen a decrease in the number of unique views on (most) of their content, I too have experienced this first-hand. Not so long ago I was one of the people on the frontlines with my big “Zuck you, Facebook” sign and pitchfork, until I realised that they might not be the bad guys after all.

One of the more appealing opportunities for brands engaging with customers in social media is soliciting candid feedback about their products and service. With the right amount of investment in your communities these insights can have a profound impact on the way you conduct research, design business processes, train staff, build products and more.

Strategy starts with defining clear objectives. The same applies to social media (or digital) strategy — without clear objectives at the start, engagement falls flat. Traditionally these objectives are defined by the business and are in line with your brand ideals. Your brand ideals are all those things you believe your customers think and feel about you.

Being a proactive and innovative contributor to any client service team requires that you familiarise yourself with digital marketing basics and developments and of course your client, but that goes without saying.

A reactive approach in managing a client’s account is certainly not the most beneficial way of going about things. Long-term futility aside, how much will you ever learn about, teach and progress your client?