FIRST SLIDE: Through the following slides, I would like to present the work done on my project entitled 'Wine E-Business influenced by social media. Before stating I will briefly describe the context. Today, still many shops do not rely on the Internet and therefore do not have an e-business approach. Vini-culture which is a wine shop located in France would like to experiment an e-business approach and this new wave which is the Internet. Thus, my work is to develop an e-business approach for the Vini-culture wine shop. To read more => http://charles-nicolas.net/blog/E-Business.aspx

Why reputation management is important ?   Anyone can create a web page that criticizes a product, a business or even yourself. Thus, it could harmful for businesses and for users as well. Indeed, businesses should take into consideration their online reputation, otherwise it could be a barrier preventing them from fully harnessing the power of Web technologies. For the users side, it is also very important to take care of your online reputation. For instance, when you are looking for a job, you wouldn’t like that recruiters see your photos, comments or even the groups that you joined. Thus, you should be asking yourself how can I monitor my online reputation and what’s being said and whom is talking about me? No worries, there are plenty of tools which will help you.   How to monitor your online reputation ?   As I said previously, there are tools which permit to track your online reputation: - The first one is Google Alerts - http://www.google.com/alerts. It is free and it works with keywords. Thus, you will receive an e-mail as soon as your search phrase enters Google’s index. - TRACKUR - http://trackur.com/. It’s the same but except that it scours blogs, industry trends, company brands and even news about your competitors. This tool is not free. - TECHNORATI - http://technorati.com/. Technorati is a real-time search for user-generated media including weblogs by tag or keyword.  Technorati is a good free resource for tracking what’s being said in the blogosphere. This was the most used tools. There are plenty of other tools. If you want to know more about, following this link: http://www.readwriteweb.com/archives/how_to_manage_your_online_reputation.php. Question: Have you tried those tools? Have you found something about yourself or your business? Furthermore, businesses should study local search sites like Yelp, City Search, Yahoo Local or even Google Maps, Amazon, Trip Advisor and so on. This lead to those questions, how to manage your online reputation and how to manage the bad reviews – if you got. How to manage your online reputation and how to manage bad reviews ? Replying to a bad reviews that someone has posted about your business is quite often embarrassing for businesses. What should businesses do with bad reviews? The most important thing to know is that bad reviews should not be ignored and let aside.Thus, businesses should correctly answer to bad reviews because they demand special attention. For example a review posted by a customer about an Indian restaurant in Oxford: Quite embarrassing, isn’t it ? The restaurant will certainly loose one of its client and this client in question was used to go there. How should businesses reply to that ? This is the tricky part, but the best advices would be to NOT argue with the customers, but to put yourself in the customer’s place. Other things you should do: - listen to your customers, - be honest, - remain calm, - promise to be better. Question: If you own a company, sell a product or otherwise, have you ever experienced bad reviews/ratings? How did you manage them? NICOLAS Charles References http://blogs.nasa.gov/cm/blog/NASA-CIO-Blog/posts/post_1267929973075.html http://lifehacker.com/#!357460/manage-your-online-reputation http://www.nytimes.com/2009/07/30/business/smallbusiness/30reputation.html http://outspokenmedia.com/reputation-management/respond-negative-reviews/