SmallBusinessNewz

Social media allows for many lines of communication to be opened, but it also opens the door for negativity to come in and attack. You've worked hard to build your brand, so don't let a little negativity come in and destroy all you've done. Christina Kerley, the founder of ckEpiphany Marketing who is better known as "CK", spoke at SBMU Columbus on how to manage your online reputation and protect your brand.

Let's start off with a few helpful tools that can be used to monitor your online reputation:

• Technorati
• Google Blogsearch
• Google Alerts
• Twitter Search
• BackType

All these tools are very easy to use and implement.

Secondly, not all feedback is negative. Make sure to distinguish the good from the bad. Thank the respondent and make sure to promote the positive feedback. Remember the person's name and contact information and build a relationship with him or her.

Now for the negative feedback - what do you do? Although your initial reaction is anger and defense, you need to be sure to listen and understand what they are saying. They may be completely out of line, but you need to give them the benefit of the doubt.

Another scenario could be that they are right and you are in the wrong. In this situation you are obligated to take responsibility and admit to your mistake. As hard as it is to confess, they have actually done you a favor. In both of these cases, you need to thank the respondents just as you thanked the positive feedback. If they are in the wrong, reach out to them and try to help them understand your position.

Lastly, if they repeatedly will not budge on their stance, show courtesy and thank them again for sharing their input but make sure the positive feedback outweighs the negative.