What Is Social Reputation Management and Why You Need It

4 min read
Apr 6, 2023 8:21:17 AM

Social reputation management is a valuable tool to help safeguard your brand in the digital space. 


Social media plays a prominent role in our lives. Monitoring and managing your online presence is essential. Social reputation management protects your brand from the chatter that can harm its reputation.


What is Social Reputation Management?


Social reputation management means keeping an eye on what people say about your brand and fixing any problems or complaints. Monitoring can include your company, products, or services that appear online. 


In today's digital age, social media is critical in shaping an individual or company's reputation.


Examples of social reputation management:


  • Responding to customer queries and complaints on social media.
  • Posting engaging content relevant to your audience to create engagement on social media.
  • Monitoring mentions and reviews to address any risks before they become a significant issue.
  • Implementing a crisis management plan to handle negative publicity or online attacks.
  • Collaborating with social media influencers or partnering with other brands.


Social reputation management is important for brands to build and maintain trust.

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The Impact of Digital Media on Brand Reputations. 


Digital media has had a profound impact on brand reputations. Platforms like Twitter, Facebook, and Instagram make it easy for customers to share opinions. Everyone with a social media account has access to a broad audience.


For example, when United Airlines removed a passenger from an overbooked flight, the incident went viral on social media—leading to a widespread boycott. 


In contrast, Nike released its "Dream Crazy" ad featuring Colin Kaepernick. The controversial campaign generated praise and criticism on social media. 

These examples show the power of digital media to shape public perceptions of brands. Both positively and negatively. 


Different Approaches to Social Reputation Management. 


We can break social reputation management into two categories: Proactive and Reactive.


  1. Proactive reputation management involves actively monitoring your brand presence online. Brands can identify and address any potential damage before it has a chance to become a full-fledged PR crisis. 
  2. Reactive reputation management addresses damage already done. Restoring or rebuilding your reputation after an event or circumstance damaged public perception.


Proactive reputation management


Proactive online reputation management helps protect brands from a crisis in the future. Here are three practical ways to achieve this:


  • Use social media listening tools to help you track brand mentions and sentiment. Social listening allows you to identify negative comments or reviews and respond quickly. 
  • Analyzing customer feedback and reviews. Learn what your customers like and dislike about your products or services. 
  • Creating high-quality content, such as blog posts or videos. The content showcases your brand's values and expertise. Expertise can help you establish your brand as a thought leader in your industry. 


Proactive strategies can build customer trust and attract new customers.


Reactive reputation management


In contrast, reactive online reputation management may involve:


  • Launching a PR campaign to address negative publicity.
  • Responding to negative reviews and comments.
  • Working with a reputation management firm to improve search engine results. 


A brand may choose to respond publicly to negative feedback and offer solutions. Such as refunds or exchanges to prevent further damage to its reputation. 


Understanding and implementing proactive and reactive approaches can help businesses mitigate potential damage.


Monitoring Your Digital Footprint and Reacting Quickly to Issues.


Social reputation management is about monitoring your digital footprint. And being aware of any conversation surrounding your brand. It's also about taking prompt action if needed. 


For instance, imagine a customer leaving a negative review on social media.


Monitoring your digital presence will allow you to address the issue quickly. Responding promptly and helpfully can turn a dissatisfied customer into a loyal one. 


Conversely, ignoring negative feedback could lead to further negative comments, harming your reputation. Good communication with customers is critical to maintaining a positive digital reputation.


Refining Strategies for Managing Negative Content and Defamation Online.


During a public relations crisis, take an active approach to manage harmful content or defamation online


For example, respond proactively if a company receives negative customer reviews or comments. Reach out to customers respectfully to helpfully offer solutions to their concerns.


Crisis Response in Action


In 2014, JetBlue Airways quickly responded when a passenger complained on Twitter about a delayed flight. JetBlue responded on social media within minutes. The support apologized for the delay and offered to help the passenger rebook the flight. The airline also provided a credit for future travel as a gesture of goodwill. This quick response helped to defuse the situation. The communication shows that the company cares about its customers.

JetBlue social media management

Responding to comments is an effective way of showing other readers that the company values customer feedback. This approach not only helps retain existing customers but also attracts new ones. It demonstrates a commitment to customer satisfaction.




It's time to make social reputation management a priority. Doing so can protect your brand, build trust, and increase your credibility. In today's digital age, people heavily rely on online information. Accessibility makes social reputation management a necessity rather than an option.


NewReputation is an excellent tool for managing your social media reputation. With NewReputation, you can track your social media accounts and respond to negative comments or reviews. NewReputation makes it easy to stay on top of your social media game and maintain a positive online image. So if you want to stay ahead of the competition and build a strong brand, NewReputation is the perfect tool!


Take charge of your online presence and reputation today. And reap the benefits of a positive image in the long run.

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