Title: Identify the importance of reputation management in digital and social media marketing.
Course: Digital and Social Media Marketing (12162) > Section: Understanding Tools and Tactics for Digital and Social Media Marketing

Identification should include

- claiming business identity on listing/review sites
- monitoring digital presence across platforms (including listing/review platforms)
- responding to customer feedback (including negative feedback) using the brand’s voice
- engaging customers across various platforms
- strategies for managing a company’s online presence.

Identification should include an awareness that certain platforms (e.g., TripAdvisor, Angi) require payment for enhanced visibility.

Process/Skill Questions:

- Why should a business create an online presence in today’s market?
- Why should a business monitor the Internet for its name (e.g. reviews, images, and social media accounts)?
- How can a business get information removed from the Internet (e.g., outdated information, fake sites, or a bad review)?
- Why should a business have a social media policy for employees?
- How can a business design its digital and social media content to match the desired reputation?
- How does a company ensure that its brand name is not used by other companies for their web and/or social media pages?
- What are the tools for managing multiple platforms?
- Why is it important to engage with customers who leave both positive and negative feedback online?
- How does a company ensure a brand tops the list in searches on review sites?