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  1. Heavy Chef: Tim and Joe talk about Trust and Identity Online Posted in Digital Strategy, Heavy Chef News, Online Reputation Management, Concocted by Yolandi Janse van Rensburg June 8, 2011 4 comments
    We had a windy yet incredibly insightful Heavy Chef session at Deloitte in Cape Town last night with Joe Botha from Trustfabric and Tim Shier from Brandseye.
    Trust and Identity online has become more and more of an issue with social networking, micro blogging and the vast amount of information available on the Internet today. Joe kicked things off talking about Privacy, Trust and VRM.
    Vendor Relationship Management software refers to the opposit of CRM which is the relationship from the consumer to the vendor and creating a feedback cycle conversation.
    Moreover, Joe dicussed the effects of the Protection if Personal Information Act and the Consumer Protection Act on your information as the consumer.
    Next up, Tim took the stage explaining the Social Media in sociological terms. Tim explained how in social media you have two sides: the In-group and the Out-group. Brands need to create a strong in-group to protect their reputation through tough times.
    According to Tim the more consumers love your brand, the harder you fall.
    That is great!! RT @TrendsCapeTown: #heavychef is now trending in #CapeTown http://bit.ly/9UvYW3
    Some delicious, innovative and environmentally friendly Tread Lightly wines

    We had a windy yet incredibly insightful Heavy Chef session in Cape Town last night with Joe Botha from Trustfabric and Tim Shier from Brandseye. Trust and Identity online has become more and more of an issue with social networking, micro blogging and the vast amount of information available on the Internet today. Read Further

  2. 5 Twitter No-No’s: Tips from the ANCYL saga Posted in Online Reputation Management, Social Media, Twitter, Concocted by LouisJvR November 26, 2010 3 comments
    A few weeks back, the ANC Youth League (ANCYL) expressed concern about fake Julius Malema accounts on Twitter tweeting misleading messages. The ANCYL’s militant tone of voice in conveying this concern however made for some nice headline-grabbing soundbites. Soundbites that lead to a barrage of responses from journalists, commentators and the Twitter community alike.
    But, taking a step back for a second and cutting through the ANCYL’s talent for their creative choice of words, their concern is valid. And one that many a person or organisation has flagged before. This the very same reason why Twitter introduced Account Verification in 2009: a lawsuit was filed against Twitter by the manager of a well-know baseball team in the US back then (details of the case can be found here).
    In fact there are a number of cases where Twitter was asked (read: threatened) to shut down fake Twitter accounts:
    · Kanye West posted a rant on his blog saying: “Hey Twitter, take the so called Kanye West Twitter down now.”
    · Ewan McGregor was considering legal action to remove a fake Twitter account that had attracted 20,000 followers
    · Actor/musician Vincent Gallo ordered Twitter to find and shut down fake accounts
    · BP asked Twitter to enforce a disclaimer on fake BP Twitter account @BPGlobalPR
    The list goes on.
    However, as the ANCYL has learned (or not), there are correct ways of dealing with impersonators and then there are the No-No’s that can potentially even exacerbate the problem.
    Here are 5 Twitter No-No’s when faced with a fake Twitter account:
    TIP #1: Be confrontational, aggressive, threatening in trying to resolve the problem
    TIP #2: Stand on a soapbox and rant to the whole world
    TIP #3: Failure to acknowledge your ignorance of the nature of the technology and community
    TIP #4: Stereotype and paint all Twitter users with the same brush
    TIP #5: Failure to setup your own Twitter profile (even if it is only a placeholder profile)
    To the last point, by saying that you should create your own official profile, I’m not saying you should now start using Twitter. Take Tiger Woods for example: he (or more likely, his communications team) setup a Tiger Woods Twitter profile back in mid-2009 which, barring 3 tweets promoting his website, stayed dormant for a year and a half. And until recently served its purpose as a placeholder for Tiger on Twitter. Nothing more, nothing less.
    Bottomline, if fake accounts are your concern it would be worth your while to at the very least have your own profile to inform the general public of, as well as point Twitter to when flagging your concerns with the company. It just makes for good practical sense.

    A few weeks back, the ANC Youth League (ANCYL) expressed concern about fake Julius Malema accounts on Twitter tweeting misleading messages. The ANCYL’s militant tone of voice in conveying this concern however made for some nice headline-grabbing soundbites. Soundbites that lead to a barrage of responses from journalists, commentators and the Twitter community alike. Read Further

  3. ORM And Building Your Community Online – It’s All About Hanging With The Cool Kids Posted in Community Management, Online Reputation Management, Concocted by Lauren Potgieter November 8, 2010 2 comments
    Recently, our Heavy Chef girl Yolandi, wrote an article on the fiery Gossip Girl series and how to create and maintain a community in an environment that is cut-throat and competitive. This made me think about my days back in high school and how reputation was a key ingredient to teenage politics. Just as every girl or guy had their own reputation to manage in high school in order to have more friends, so do brands have their online reputation to manage in order to have more followers/likes/interest. One of the ways in which you can build your community and more importantly, maintain the trust of your community is by using online reputation management and keeping an intently close eye on what others are saying about your brand. Let’s take a trip back to our high school days and see what the popular kid had to do in order to be so adored.
    The popular kid isn’t always the bad seed.
    Do you remember that one guy or girl that represented the epiphany of rebellion in your high school years? Sure, he or she was great for a few weeks, but when they got into trouble, there was no one around to help. It is true that brands get more attention when they are being criticised, but the term “all publicity is good publicity” is not necessarily true when it comes to online reputation management.
    The popular kid always knows what is going on in his or her school
    Bad or good news, the queen or king of the school knows exactly what is going on in their territory. In order understand and follow your ORM, you must be omnipresent and make sure you have tabs on everything that everyone is saying about you. There are various ORM tools that will make this job easier and when you know what others are saying about you, you are able to take in this praise or criticism and transform it into something that can work for you, just like the popular kid in school makes sure that all news concerning them is turned into good news.
    The popular kid encourages “gossip”
    In terms of high school politics, gossip has many negative connotations, but in terms of building your community online, gossip can merely be conversation. Just like the kids in the school yard listened to a piece of information intently and passed it on to others, so does an ORM strategy let you listen to what others are saying and pass that information on. An online community is built by sharing of information and engagement – just like the popular girl or guy grows their followers by providing them with juicy tales and encouraging them to pass on the message.
    The theme that revolves around building a community and maintaining an online reputation boils down to terms such as relentless engagement and fierce interaction. Strive to be the popular kid – maintain your reputation, keep people talking and keep your followers happy.

    Recently, our Heavy Chef girl Yolandi, wrote an article on the fiery Gossip Girl series and how to create and maintain a community in an environment that is cut-throat and competitive. This made me think about my days back in high school and how reputation was a key ingredient to teenage politics. Read Further

  4. How ORM can help your Community Management Posted in Branding Online, Community Management, Online Reputation Management, Concocted by Jason Bagley September 14, 2010 10 comments

    Staying ahead of the game when it comes to your online community is sometimes very time consuming. Not only time consuming but with users across the globe in different time zones talking about your brand at all hours of the day, you might struggle to keep up! That’s where keeping track of everything that is being said at all times is crucial to community management. Read Further

  5. What is Online Reputation Management – ORM Posted in Digital Marketing Basics, Online Reputation Management, Videos, Concocted by Mike Perk August 19, 2010 1 comment

    Tim Shier from online reputation software company, Brandseye, shares his thoughts on ORM. What it is and how we as businesses should best approach it. Read Further

  6. Online Reputation Management and the Woolworths Lovebirds saga Posted in Online Reputation Management, Videos, Concocted by Mike Perk August 19, 2010 2 comments

    In our latest Heavy Chef video Paul Galatis from Yuppiechef shares with us the true story behind the fantasitic case study on online reputation management, that has become known as The Woolies Lovebirds Saga. Read Further

  7. Online Reputation Management – 10 considerations for business Posted in Heavy Chef News, Online Reputation Management, Videos, Concocted by Mike Perk August 17, 2010 1 comment

    Andy Hadfield (Digital Marketing Consultant) and Craig Rodney (Emerging Media) talk about the 10 considerations all businesses need to think about with regards to Online Reputation Management. Read Further

  8. Heavy Chef August 2010: The Woolies Lovebirds Saga Posted in Heavy Chef News, Online Reputation Management, Concocted by Yolandi Janse van Rensburg August 17, 2010 2 comments

    Last week we had a very interesting Heavy Chef Session with Tim Shier and Paul Galatis on Online Reputation Management and the Woolies Lovebirds story.

    Firstly, thanks to everyone who came and thanks to Deloitte for the spectacular new venue for our Heavy Chef Sessions in Cape Town. Read Further

  9. Online PR – Is it easier than offline PR? Posted in Online Reputation Management, Concocted by Yolandi Janse van Rensburg August 12, 2010 3 comments

    Public Relations has been considered a powerful tool in promoting a brand and is concerned with maintaining and managing a company or brand’s public image and reputation. It’s a very important aspect of a brand. It helps promote a brand or protect it from damage. This is not a tiny task to take on. It is ongoing and laborious but can be very rewarding. Now, let’s look at two aspects of PR: Online and Offline. Read Further

  10. Does Your Hotel Need Online Reputation Management? Posted in Online Reputation Management, Concocted by Yolandi Janse van Rensburg August 3, 2010 3 comments

    There are many Online Reputation Management Software and tools to be found on the web. I found one that is quite interesting. How about managing your hotel’s ORM and ensuring guest satisfaction and bookings? Well, Revinate does just that. Read Further

  11. Can ORM help your Search Engine Rankings? Posted in Online Reputation Management, Search Engine Optimisation, Concocted by Ettienne Mostert July 30, 2010 1 comment

    ORM has been adopted as part of the online marketing mix because of its ability identify and actively manage what is being said about your brand online.  The general perception is that ORM only relates to containing the negative mentions  but as we have found at the Heavy Chef is that Online Reputation Management software has a much broader role to play in your brand’s life online (positive and negative). Read Further

  12. Can you really trust companies offering ORM services? Posted in Online Reputation Management, Concocted by Jason Bagley July 26, 2010

    ORM seems to be heading in the same direction that SEO has. Every Tom, Dick and Harry web agency that has a Twitter account thinks they can handle ORM for clients. The big question is do they know what they doing and if so, what results do they have to back that claim up?

    Read Further

  13. Are PR agencies the best people to be looking after your online reputation management (ORM)? Posted in Online Reputation Management, Concocted by LouisJvR July 26, 2010 1 comment
    For the last few months The Heavy Chef Project has been hard at work demystifying online reputation management (ORM) to marketers – and with great success I might add.
    And with our Heavy Chef Events on this particular topic around the corner, we’ve been noticing increased queries around the role of PR agencies in assisting with the management of brands in the online space? A relevant question indeed.
    UNDERSTANDING PR AGENCIES EXPERTISE
    At it’s core Public Relations (PR) agencies focus on building relationships; now if that is true, one has to admit in a world where relationships and networks are increasingly empowered through the power of the web, there has to be a very prominent role for PR Agencies to play in particularly managing brand relations online.
    Furthermore, PR agencies skills can be found in:
    Clear understanding of clients business (incl. tone and style of a message)
    Ability to craft and spread a message through a mix of media
    Extended media networks
    Management of crises
    More skills can be added to this list for sure; clearly a nice alignment with ORM can be seen.
    THE BAD NEWS
    Unfortunately, the above-mentioned skill-set does seem to be true mainly in theory. The general sentiment that I’ve picked up is that PR agencies are stuck in the old mindset of sending out press releases to mainstream media based on a rationale of stats and demographics – and particularly applying this same method of communicating to the online space. Essentially, as Valeria Maltoni puts it “PR is having a hard time letting go of the pitch”.
    THE TIE-IN WITH ORM
    ORM’s success lies partly in choosing the right technology to pick-up mentions and conversations around your brand. However, the biggest distinguishing factor in optimising ORM for your brand lies in what you do with those mentions and conversations. With that in mind, I believe PR agencies can have a huge role to play in looking after your ORM – but only if they stay true to their understanding and belief in relationship building.

    For the last few months The Heavy Chef Project team has been hard at work demystifying online reputation management (ORM) to marketers – and with great success I might add judging by interest from our readers.

    And with our Heavy Chef Events on this particular topic around the corner, we’ve been noticing increased queries around the role of PR agencies in assisting with the management of brands in the online space? A relevant question indeed.

    Read Further

  14. Your Reputation is now on the line! Posted in Heavy Chef News, Online Reputation Management, Concocted by Yolandi Janse van Rensburg July 21, 2010 2 comments

    The World Cup is over, the dust has settled and we’re back in full swing here at The Heavy Chef Project. We’ve really brought Online Reputation Management into the limelight these couple of months and we’re doing it again for both our Johannesburg and Cape Town Heavy Chef Sessions. Read Further

  15. 4 lessons Sepp Blatter taught us about Online Reputation Management and Twitter Posted in Online Reputation Management, Twitter, Concocted by Fred Roed July 15, 2010

    So you may have heard about Sepp Blatter’s inauspicious arrival on Twitter. If you haven’t, here’s a summary: The FIFA president signed up in June. He tweeted. He promptly got over 20,000 followers, many of whom sent @replies stating how much they disapproved of him and his organisation.

    Whether Mr Blatter deserved that kind of treatment is another matter, but there are 4 helpful lessons we can learn from the whole affair:

    Read Further

  16. How is the proliferation of mobile apps affecting online reputation management? Posted in Mobile Marketing, Online Reputation Management, Videos, Concocted by Mike Perk July 9, 2010

    Nearly all smart phones now come installed with an application that allows you tweet directly from your mobile. Because of this it has become easier to post your message from anywhere, and that’s exactly what people are now doing. The problem for businesses is they now have soooo much more noise to wade through and their customers are finding it easier to complain there and then about your brand. Mike Perk talks to Gavin Mandel from Channel Mobile about the implications to online reputation management. Read Further

  17. Top 5 online reputation disasters of 2010 Posted in Online Reputation Management, Concocted by Yolandi Janse van Rensburg July 9, 2010 12 comments

    We have had a few big brand blunders this year and most of them you’ll certainly recognise! Some of these brands’ reputations will recover, be forgotten, or never be forgiven. Here are the top 5 Online Reputation Disasters of 2010 so far: Read Further

  18. 5 Twitter Tips for Managing your Online Reputation Posted in Online Reputation Management, Social Media, Twitter, Concocted by Yolandi Janse van Rensburg June 22, 2010

    Twitter is a goldmine for finding conversations and people’s opinions on any subject imaginable. If people are blogging about your brand or taking part in online forums discussing your products; you can bet they are doing the same thing on Twitter. Here are a few tips on how to manage your reputation on Twitter: Read Further

  19. Ten Online Reputation Management Tips BP Can Use Today Posted in Online Reputation Management, Concocted by Yolandi Janse van Rensburg June 16, 2010

    While everyone’s busy brand-bashing and criticising BP and the whole oil spill situation, blogger Andy Beal, decided to  offer BP some advice on how to manage their online reputation during such a dramatic time for the company. Here are Andy’s 10 Online Reputation Management tips BP can use today: Read Further

  20. Online Reputation Management vs. Brand Awareness Posted in Branding Online, Online Reputation Management, Concocted by Yolandi Janse van Rensburg June 9, 2010 1 comment

    We have now covered what ORM is, what ORM tools there are and advantages and disadvantages of Online Reputation Management. Now, apart from damage control and monitoring who’s bad-mouthing your brand, you can also engage with online communities to create awareness for your brand. Read Further

  21. ORM isn’t an automated tool, it’s hard work! Posted in Online Reputation Management, Concocted by Jason Bagley June 4, 2010 2 comments

    I’m sure a number of people think that Online Reputation Management is some automated process that you choose a bunch of keywords for and some software or tool will spit out a list of all positive and negative mentions in a nicely formatted Excel document for you to deal with. This is definitely not the case! Online Reputation Management takes time and patience to get right. Read Further

  22. Snow Angels, Speedos, The Rolling Stones and Online Reputation Management Posted in Heavy Chef News, Online Reputation Management, Concocted by Fred Roed June 3, 2010

    This was not an easy post for me to write.

    For the past few days I’ve um’d and ah’d, walking holes in our agency floor before typing these words. The topic of this article involves an incriminating video that was taken of me 4 years ago by my business partner, Mike Perk (pictured here with the beautiful ‘tache). Since then, Mike has continually threatened to expose to the general public the shameful behavior that I displayed that fateful evening.

    And so, this article is my get-out clause.

    Read Further

  23. Online Reputation Management – Advantages & Disadvantages for your companyhttp://www.heavychef.com/online-reputation-management-advantages-disadvantages-for-your-company/ Posted in Online Reputation Management, Concocted by Yolandi Janse van Rensburg June 3, 2010

    Have you searched your name, company name or certain keywords relevant to your industry online? What did you find? There are more and more information available about us online then ever before and not all of this information is positive or accurate. That is why it is important to keep an eye on what is being said about your business online. Read Further

  24. Ensuring Online Reputation Management isn’t a waste of time Posted in Online Reputation Management, Concocted by Sachin Ranchod May 31, 2010 1 comment

    A lot of attention has been placed on the importance of Online Reputation Management (ORM) recently.  Our Heavy Chefs have discussed a number of very good reasons as to why you should consider ORM as a tool to protect and promote your brand in the online environment.  Read Further

  25. Online Reputation Management Tools: The good, the bad and the ugly Posted in Online Reputation Management, Concocted by LouisJvR May 27, 2010 3 comments

    The concept is pretty simple:

    Business is about relationships. Relationships is about people.

    People talk. Thus, businesses (need/want to) listen.

    The proposition is easy to get: the ability to “listen-in” on consumers in their unique spaces has huge amount of value for business – whether in sales, customer service, product development or strategy.

    Read Further