AIG Division To Begin Offering Negative Publicity Insurance

October 22, 2011


AIG offers ‘Reputation’ Insurance. The policy would also cover costs associated with minimizing the potential impact of negative  publicity, the company said.

They say image is everything, and now companies can insure theirs.

After taking heaps of blame for the financial crisis and accepting a $130 billion government bailout to survive, American  International Group Inc. knows a thing or two about bad publicity. Now it wants to help others weather such storms—for a price.

Crisis veteran AIG is offering crisis-management insurance. Chartis, the property-casualty subsidiary of the New York insurer, is offering a new type of coverage to help companies offset  the cost of bringing in outside experts when a public-relations crisis hits.

Dubbed ReputationGuard, the insurance policy is  aimed at small-to mid-size companies, which may not have their own internal crisis communications teams.

Companies often turn to such crisis-communications firms when they need help shaping responses to events that could cause lasting  damage to their brands or their businesses, such as food contaminations, environmental disasters, executive scandals—or government  bailouts. Chartis’s new product comes with some precedent.

Some types of product-recall and data-breach insurance, for example, provide  coverage for consulting with public-relations companies. Broker Willis Group Holdings PLC offers it as part of a  bedbug-infestation product it launched earlier this year. Chubb Corp. even provides money for public-relations expenses for  wealthy homeowners if they are sued by their household help in a high-profile case.

The Chartis policy, however, doesn’t specify a particular event that would trigger the coverage. Instead, it is designed to cover  a broad range of potential , said Rob Yellen, chief underwriting officer of Chartis’s executive-liability  practice — “the sorts of things that a stakeholder would look at as a breach of trust.”

The coverage was devised after discussions with insurance clients and brokers indicated a potential market for the product, Mr.  Yellen said. Chartis, in fact, wasn’t called Chartis until it rebranded itself in 2009 to distance itself from its parent company. The name was  changed from AIU Holdings as part of the company’s crisis-management strategy. Chartis isn’t the unit that prompted AIG to seek the government’s help, and much of the bailout has since been repaid.

The U.S.  Treasury still owns the majority of AIG’s common stock, which remains down more than 95% from its precrisis peak. As for the ReputationGuard product, the cost will vary widely based in part on the size of the company seeking the coverage, the  soundness of its crisis-response plan and its potential need for the crisis-management services, said Tracie Grella, president of  Chartis’s Professional Liability unit.

Small companies with a crisis-communication-preparedness plan could see premiums of about  $10,000 annually. Christopher Lang, a managing director at insurance broker Marsh Inc., said the coverage would likely be most attractive to small  and midsize firms, in part because they may not have sufficient crisis-communications expertise in-house. Larger firms may also be  more able to absorb the cost of consulting with such outside experts without tapping the insurance markets.

“There certainly is broad-based concern about having a crisis-management strategy,” he said. “There should be a marketplace for  the new product, though it won’t have universal appeal”, he said. AIG can’t buy insurance from itself, of course. But when asked if the product would have appealed to company ahead of its P.R.  troubles in 2008, an AIG representative declined to comment.

Advertisements

Tips For Online Reputation Repair

March 17, 2009

headinhandOnline reputations are becoming increasingly important and difficult to manage. As a result companies that were doing traditional branding are now compelled to change their approach and embrace new online tactics.

Companies that are serious about the perception of their brand should be prepared to include a reputation management campaign in their marketing plan.

Individuals who are concerned with their online reputation should be more conscious of what type of information they post online. On a small scale individuals can be proactive in promoting their own positive content.

For both companies and individuals, a professional reputation management company should be used to take control if the situation gets out of hand. Skilled reputation management companies are experienced in quick reputation repair which will limit the amount and extent of negative information exposure.

We specialize in online and search engine reputation management, offering a wide variety of custom solutions to repair, defend, and monitor corporate and personal reputations. With combined knowledge in search engine optimization, HTML, public relations, PPC, adwords, social media, copywriting, and software tools, our approach to branding delivers successful results for clients who are in need of best-in-class online reputation management.

Our main main goal is to drive negative results out of the search engines. The visibility of the negative information is then drastically decreased. We take a multi-step approach to online reputation management. For example, one step is to monitor online conversation and determine the sources of negative or unwanted information. The next step would involve promoting positive or neutral information while decreasing the visibility of negative information. Each client is unique and due the sensitivity of many of the situations our clients come to us with, we typically handle each project differently by deploying a customized solution.

Dealing with and repairing a bad online reputation isn’t easy. However, starting with some of the suggestions below, you can get a jump start on repairing your reputation. These suggestions are geared toward replacing negative information with positive information on search engine results.

Some Tips for Reputation Repair

Create Social Networking Profiles – Social networks like Naymz, Linkedin, Facebook, Twitter, Squidoo, and Digg are a great place to start. Typically these work best for less common names. If your name is common, like “John Smith”, you will need to get more creative in how these profiles are used.

Write and Syndicate Articles – Most sites would love to have quality unique content available to them. Solicit the websites of a topic you are knowledgeable in and offer them unique and relevant articles in exchange for a bio on their website, to appear with the article. You can also ask them to link the article to a personal or corporate website.

Own Your .com, .net, and .org Domain Name – Buy any variation of domain names with your name in them. For example, JohnSmith.com, JohnSmithBlog.com, etc. Write a few pages about yourself for the website and soon this site could appear for searches related to your name. For companies, be sure to own all website variations for your company name and product names. You do not need to post pages on each domain name, but owning them ensures that no one else can purchase them with the purpose of slandering you or your company. By the way, this would include YourCompanyDomainNamesucks.com.

Contribute to Consumer Generated Websites – Contribute to forums, consumer review websites, and other places on which you have the opportunity to post content and create occurrences of your name online. Be sure to use your real name when registering and contributing to these websites. Blog comments on Blog websites are another avenue for your name to appear online.

Press Releases – Press releases are an easy way to publish a page of content about yourself or your company online. There are press release syndication websites that allow you to publish your press release at no cost. Try to make press releases interesting and useful for the best results.

Public Speaking – Speaking at industry events or local events can give you the positive reputation boost that you are looking for. You will most likely be featured on the event website, and you can also post the event on your own website and Blog or publish a press release to announce the event. These presentations should be recorded, digitized, and then be available for podcast distribution as well.

When negative information appears online it affects the way you or your company are perceived in the public eye. In fact, in a recent study (Creative Group), it was found that 7 out of 10 searchers do not make a purchase if the search they perform contains negative listings. This shows how much of an effect negative search engine listings can have on a person or company. Your reputation is a key factor in personal and business relationships. Both companies and individuals should be aware of the type of results that are appearing in search engines and how it is affecting their business or personal life.

An important point to note is that not all negative information is limited to standard search engines. Blog search engines, video sites like YouTube, social news such as Digg can be affected as well.

As you can see just from reading these simple techniques — there are many more — there is a definite need for professional, experienced help in online reputation management. There are many reasons a person or company should chose to enlist the help of a skilled online reputation management company. Some of the techniques used to combat negative information require technical or strategic expertise while other situations may be sensitive and should be handled with extreme care and knowledge to insure a long-term solution acceptable to the search engines. No “black-hat”, no footprints.

In addition, monitoring and defending an online reputation is time consuming. For an individual or a small company it can be a part time job while, for a large company, it can be a full time job that may require a dedicated team.

Twitter ReputationDR

Twitter ReputationDR


Protecting Your Reputation Online!

December 26, 2008

shame_blame1 

Protecting Your Reputation. Reputation Management –

The Top Ten Tips to Clean Up Your Online Reputation.

Take a minute and do a Google search for your company name, your domain name, and your personal name. What do those results on the first page or two in Google look like? Hopefully everything on the first few pages of search results is positive.

But you may find listings that paint you or your company in a less than flattering light. There could be…

  • blog or forum posts from disgruntled customers or previous employees,
  • negative reviews of your business or products, possibly planted there by your competition,
  • embarrassing personal details about top executives in your company.

There could even be whole sites devoted to the myriad ways in which you “suck“.

And if you’re seeing negative listings on the first few pages of Google, you can bet that many of your customers are seeing them too. And that’s going to have a big effect on whether or not they decide to do business with you.

Few things are more important to your continued online success than your name or your company’s brand. And your “brand” can be quickly destroyed if you’re not controlling what customers are presented with when they Google your company. This means…

  • Monitoring what people are saying about you or your brand online,
  • Practicing defensive ranking to control the top results when customers search for your name, and…
  • Responding quickly and appropriately if and when negative search results appear.

Now if you Googled your name or company a few minutes ago and saw prominently displayed listings calling you a rip-off artist, then you’re probably pretty eager to remove those negative search results before you lose any more customers. So let’s begin with the most urgent issue at hand:

What do you do if negative results are grabbing the top spots when you search for your “name” in Google?

Dealing with Negative Search Results

Obviously, the best approach is to never have negative SERP’s appear in the first place. That means treating your customers fairly, selling quality products, and providing good customer service. If you’re an actual rip-off artist no amount of manipulation is going to help you hide forever. Eventually the tidal wave of bad reports on sites like RipOffReport.com and MatrixWatch.org is going to overwhelm anything you can do to push those complaints out of the top search results.

In fact, all it really takes is one prominent blogger to write something negative about you to cause severe damage to your company’s credibility.

There are many examples of businesses forced to deal with extremely negative search results simply because they happened to upset the wrong high profile blogger. And once a negative result from an authoritative blog get entrenched in Google it can be among the most difficult kind of listing to remove.

If you find this is the case with you, your best bet is to contact the blogger personally and do everything in your power to make them happy. Some bloggers are loathe to remove their old posts (even if the post was wrong to begin with) but if you make a sincere effort to address their complaints and set things right with them, you can often get them to at least write a follow-up post that presents you company in a better light.

Once they do, point some links at that positive post so that it replaces the old negative one. At worst you’ll get a double listing where users will at least get to see both sides of the story.

Contact the blogger by phone if at all possible, since if things go bad it’s harder for the blogger to publish your phone conversation on their blog than it is for them to simply reprint an email exchange. Avoid getting into an argument or debate in the comments section of the blog, as that will often just dig you into a deeper hole. (Best to have an online reputation management firm do this on your behalf. An experienced company knows how to handle this, and keeps the emotion out, something you will may have trouble doing.)

Of course, diplomacy doesn’t always work. You’ll encounter many situations where the person who created the negative listing is either unwilling or unable to remove it. In those cases, you’ll need to create listings of your own which rank highly for your business name. This will push the negative listings so far down in the rankings that no one will ever see them.

The Top 10 Strategies for Pushing Down Negative Results

The goal here is to either find or create pages that say good (or neutral) things about you and getting them to rank highly. In ranking these pages for your branded terms you can push the negative results onto page three or four, or further, so that they are unlikely to ever be seen by any of your customers.

The way you’ll get these pages to rank highly is by building links to the page or by creating pages on an older and more authoritative domain. For best results, do both. Build links to positive listings by linking to those pages from your own sites, creating new sites to link to them, or purchasing links from other sites. Be sure to link to those positive listing pages with the anchor text keywords you want them to be found for. Generally this will be your business or personal name, or other branded term.

Here’s the 10 top strategies for pushing negative listings out of the top results, roughly in order of effectiveness.

1.  Use Subdomains On Your Own Site. Do a search for Google to see how they implement this strategy. Of course, Google controls the search results so you wouldn’t expect to see anything bad about them. Even so, you have to click to the fourth page of search results before you even see a listing that Google doesn’t own. Most are Google properties on subdomains, such as earth.google.com and video.google.com.Similarly, HowStuffWorks.com almost completely dominates the first few pages of search results with subdomains, as does CraigsList.org.

Creating a subdomain for your blog (such as blog.acmewidgets.com) or for your various product lines can help occupy significantly more real estate in the top Google listings for your domain name. Just be aware that subdomains need to have some actual content on them as well as having some decent incoming links of their own if you want to ensure that they rank well.

2.  Create Additional Sites About Your Business. One example would be to create a philanthropic arm of your company and give it its own site. Walmart does this with WalmartFoundation.org, while Google does the same with Google.org. As long as the each site has a legitimate reason for existing, a company can have several websites and not worry too much about interlinking them. Just make sure each site stands on it’s own so it doesn’t look like you’re forming a mininet.

Try searching for some of the top brands and you’ll see many have their main site, as well as a corporate site, a charitable site, and several international Canadian, United Kingdom, Australian and New Zealand sites occupying top spots for their company name. Make your international versions different than your main site, however, to avoid duplicate content problems. You could even have a website designed to answer criticisms, similar to WalMart’s WalmartFacts.com.

3.  Sitelinks and Double Listings. Sitelinks won’t push negative results off the page, but they will make your site’s listing take up more space and draw attention away from any negative results. A double listing will push other results below it down a notch, which can be effective in pushing negative results off of Google’s front page.

4.  Wikipedia Business Pages. One thing you’ll notice if you search for most big corporate brands in Google is that Wikipedia pages for those businesses show up in the top 10 results extremely often. Most people don’t know that you can also easily create a Wikipedia page for your own business. However, these business entries do get deleted on occasion, so try to make yours fairly informative and complete. If it offers real information and/or you’re a fairly well known business then it’s less likely that one of the other editors will delete the page you’ve created. Deletions still can happen, but if you can get it to stick it’s almost guaranteed to rank on page one in Google for your business’s name.

AboutUs.org is similar to Wikipedia, except that its entire focus is for businesses to insert their listings. Creating a page for your business on this site will also tend to rank very well for your business name. And your chances of getting deleted are much lower.

5.  Presell Pages. These are pages that you buy on other web sites. Instead of purchasing an advertisement or text link from another website, you buy an entire page on the site and write an article which mentions your site and links back to you. If you buy this page on an important site and the article prominently features your business name or other branded term, it will rank highly for that term and push down negative content (plus you can get a killer link back to your main site).

Presell pages can be highly effective, but make sure all your presell page articles are different so that each shows up in the search engines. If they’re all the same then the duplicate content filter will remove most of them and only one will show up for a given search. You want as many of them to rank highly as possible, so make sure they all contain unique content. For best results, make sure the keyword you want the presell page to rank for appears in the title tag of the page.

Syndicating articles on authoritative domains for free is even better (or at least cheaper), as long as those articles still contain the search term you’re trying to fix. Submitting articles which contain your business name to some of the bigger article directories like ezinearticles.com can also work, though these domains are not as authoritative as you might need to remove a negative result from a highly authoritative site. Remember, the more authoritative the site containing the negative comment, the more authoritative the site you’ll need to syndicate your article or presell page on in order to push the bad listing down in the rankings.

6.  Start Sending Out Press Releases. Make sure it prominently features the keyword you want it to rank for. That press release will get indexed and often moved into the top ten within a week, particularly for less competitive keywords. You’re also likely to get listed in dozens, if not hundreds, of sites that reprint press releases from these sources to provide content for themselves. Again, make sure that the press release features your business name prominently if that’s what you want it to rank highly for. Once those press releases are archived on the PR companies’ sites and crawled and indexed by the search engines (a process that usually takes two weeks) they often occupy 3 or 4 of the spots on the first page or two in Google.

Since the same press release is going to be featured on multiple sites, many of those listings will be filtered out due to duplicate content. However, a few will make it into top spots. To maximize the number of top positions you fill, submit two or three different press releases. Also, remember that the more newsworthy the press release is, the more likely it is to attract links on its own, which will help it rank higher. Press releases do have a tendency to slide down in the search results over time, so you’ll want to be continually issuing new ones every two or three months, particularly if you see your old ones beginning to slip. And if you’re dealing with bad press on a truly authoritative domain that’s proving very difficult to outrank, then you’re best off going with a public relations firm that can get mentions of you in some of the more significant news and media sites where your chances of outranking an important site are much better.

7.  Profiles on other sites, pretty much any popular site which lets you create a user account, works well as long as those user accounts are search engine accessible. If you’re not sure, find some of the other profile pages on the site and search Google for the URL where the profile is listed. If the page shows up in Google, then you know Google is indexing profiles from that site. An Amazon reviewers account is a good example. Make sure your reviewer name is the same as your business name (or whatever branded term you’re trying to improve results for).

Since these profiles are subpages of the Amazon goliath they tend to rank pretty well, especially for keywords that are fairly noncompetitive such as business or personal names. The list from our recent report on free authoritative links is another great place to find authoritative domains where you can easily create high ranking profiles and other pages for free.

Be sure to use your business name (or other branded term) as the profile name, blog name, or page title, as appropriate. For example, if your business name is Acme Widgets, create pages such as:

http://www.myspace.com/acmewidgets/

http://www.flickr.com/acmewidgets/

http://acmewidgets.wordpress.com/

…and so on. Creating a Squidoo page about your business can also be very effective. You should also sign up for popular forums using your business name as your username. BoardTracker.com can help you find the most popular forums for your industry. Just enter your top keywords and you’ll see which forums are discussing them.

Your business name will then show up on the view profile section of the forum. Try to find the most popular and high-ranking forums you possibly can to do this. That way your profile page will be more likely to show up near the top of the search results.

Don’t actually post in the forums, as this opens you up to being engaged by the same people who may have posted negative comments about you in other forums. If you do decide to post, limit it to forums where the topic is such that criticisms of you will be out of place and likely deleted by moderators.

All of these profiles will help increase the number of positive or neutral pages about you. Some will rank highly on their own volition, while others will require that you build links to them before they outrank that negative pages.

Be aware that these fixes will only patch over fairly minor problems in which the negative comments about your site are on pages that aren’t very popular or well-linked and thus are easy to move out of top positions, particularly for non-competitive keywords. All it takes is one prominent blogger to have a bad experience with your company which motivates them to write something negative about you and you’ve got a public relations stain that will be very difficult to erase.

8.  Tagging your site with your business name in Del.icio.us can also work well. These pages will often show up in the top 10 for less competitive queries. If your business name is more than one word, insert hyphens between each of the words when tagging. Here’s an example of both an hyphenated and unhyphenated tag:

The tag keywords appear in the URL of the page, giving the page a bit of help in ranking higher (although most of the rankings juice comes from the authoritative Del.icio.us domain the pages are on). Besides tagging your main site, you can also tag any articles or press releases you’ve syndicated. Be sure to tag them with your business name or other keyword you want the Del.icio.us tag page to rank for.

You can accomplish a similar effect by tagging photos in Flickr with your business name or other branded term.

9.  Buying Sites That Are Ranking Well for the Keyword. You’re targeting purchasing the sites that have the negative comments is an option. It can be a bit expensive, and sites are not always willing to sell. The other option is to buy sites that are on the second or third page for your keywords, then optimize them to get them on to the first page. Finally, you can just buy sites that have good potential in general (old sites with good backlinks) and modify them a bit so that they are now ranking for your top branded terms.

10.  Strategically Placed PPC Ads. First, let us say that we generally prefer not to confront bad results directly on the web by creating additional pages or sites that address the negative commentary. You’ll can create your own positive listings designed to outrank the negative commentary.

You can consider purchasing a paid ad next to the search results which links to a page where you personally answer any criticisms that may be raised in the negative pages. This page could also appear for some negative keyword searches, like acme widgets complaints. Obviously, this doesn’t effect the organic search results, but can help provide users an alternative result and commentary (“conversation”).

Although we prefer not to confront controversies directly on the web by posting on blogs or forums because they can easily get out of control, if you can quickly catch a complaint and respond to it in a positive and helpful way, you can often mitigate the problem and even earn some points for your company.

Having someone in your business dedicated to responding in forums and blog comments to any commentary about you can be a good idea if done right, but it requires a great deal of tact and skill. What you don’t want is to fall into an online argument or debate that just makes the problem worse. Online community outreach is valuable only if you’ve got a person with the right diplomatic temperament to do it.

Defensive Ranking

One aspect of defensive ranking is simply doing all the above mentioned strategies preemptively. That is, create large numbers of pages with positive or neutral information about your company that rank highly before anyone says anything bad. That way if someone does create a negative page it has a difficult time breaking into the top listings.

The other aspect is becoming aware of those sites which may attempt to leech off of your brand credibility through typo traffic or by using similar domain names. Spend some time researching common misspellings your top brand terms and see if anyone is attempting to rank for them. You may want to create pages designed for those misspelled brand terms if it appears someone is trying to capitalize on or misrepresent your brand.

Also, if your business domain is AcmeWidgets.com, consider purchasing the AcmeWidgetsSucks.com domain before someone else does. Don’t put it online, of course. Simply hold onto it to keep it out of the hands of others.

If the site is violating your copyright in any way, you can also file a DMCA complaint against them with the major search engines and get their infringing web pages removed. You can even get their site pulled by their web host. But this only works if they are indeed violating your copyright. Beware negative publicity, as this move may make the owner of the site you removed want to retaliate against you.

Threatening sites with legal action is almost always a bad idea, as this tend to throw fuel on the fire. This is sometimes referred to as the Streisand Effect, referring to a case in which Barbara Streisand sued a photographer for taking pictures of her beachfront mansion for a coastal erosion study. The story got picked up in the media and went viral on the Internet, resulting in the pictures getting vastly more exposure than they would have otherwise.

Legal action often dramatically increases the level of publicity for the story, causing it to get picked up in increasingly popular areas. And the more popular the site a story appears on, the harder it is to move out of the top rankings. What’s more, unless the negative listing is truly libel (and the site is hosted in a country where libel laws are compatible with yours) there’s almost nothing any lawyer can do about it (but don’t just take our word for it — consult your attorney).

Finally, you’ll want to catch negative online publicity as quickly as possible so you can respond before the situation before it gets out of hand. That means tracking what is being said about you on the Internet.

Follow me

Add to Technorati Favorites