How should you respond to what you hear online - especially when it's bad? Jennifer gives you the five steps to Reputation Management. Rule #1: Don't panic. It's important to react in a positive manner, invest in the conversation, listen carefully, look for resolution, and above all, follow up. Stay calm, and you'll be able to turn critics into fans.

Length: 17 min.

You will learn:

• The power of a great post
• The danger of negative posts
• When to respond to the conversation
• The 5 steps to reputation management
• The importance of follow up