ONLINE REPUTATION MANAGEMENT STRATEGY

 OBJECTIVES 

• Increase awareness of the NGO's mission and projects 
• Build trust and credibility with stakeholders (donors, beneficiaries, and volunteers)
• Proactively manage negative feedback or misinformation
• Engage with the community and foster positive relationships 

TARGET AUDIENCE

•  Donors (individuals, corporations, foundations)
• Beneficiaries of the NGO's programs
• Volunteers and potential recruits
• General public and community partners
• Media and influencers relevant to the NGO's focus area

STRONG ONLINE PRESENCE

Website: Ensure the NGO's website is user friendly, informative and updated regularly with news, achievements and impact stories

Social media: Establish a consistent and professional presence on platforms relevant to the target audience (e.g facebook, twitter, instagram and LinkedIN)

Content creation: develop and share valuable that highlights the NGO's mission, updates, and success stories to showcase transparency and engagement.

MONITOR ONLINE REPUTATION

• Use tools like Google alerts, social mentions, and brandwatch to monitor mentions of the NGO across the web
• Regularly check review sites and social media for feedback and comments
• assign a team or individual responsible for ongoing reputation monitoring

ENGAGE WITH THE AUDIENCE

• Respond promptly and professionally to comments and messages on social media
• Acknowledge positive feedback and express gratitude
• Address negative feedback or misinformation calmly and factually, offering solutions or clarifications as needed

CRISIS MANAGEMENT PROTOCOL

• Develop a crisis communication plan that outlines steps to take in the event of a reputation treat
• Designated a spokesperson trained to handle media inquiries and public statement
• Prepare for potential scenarios by outlining responses to common issues that could rise.