How social media has changed the face of reputation management

London Midland, March 2014

Jonathan HemusInsignia

Introductions and welcome

Francis ThomasLondon Midland

Lindsey PreeceLondon Midland

• Operates services through the heart of England from London to Birmingham to Liverpool

• 50 million passenger journeys a year

• Manages 148 stations operating over 1300 services a day

London Midland’s reputation management strategy

The role of digital media in reputation management

How social media builds reputation on a daily basis

How social media helps to protect reputation

How social media underpins issues and crisis management

Key learnings

Preparing to protect your reputation in an online world

• Develop, communicate and embed a social media policy• Re-consider your reputational risk assessment• Implement online media monitoring• Create a crisis communication hub• Develop a process, resources and skills to mount an

online response• Develop an online presence beforehand• Identify key online influencers and build relationships

Contact details

Jonathan Hemus, Insignia CommunicationsWebsite: www.insigniacomms.com Email: jonathanhemus@insigniacomms.comTwitter: @jhemusinsigniaPhone: +44 (0)786 832 9102

Download our white paper on social media crisis here:http://insigniacomms.com/resource/

How social media has changed the face of reputation management

London Midland, March 2014