Course curriculum

  • 1

    Introduction to ORM

    • Basics of Online Reputation Management

    • Measure you learning
  • 2

    Impact of Online Reputation

    • Impact of Online Reputation on Small and Medium Businesses

    • Measure your learning

    • Analysing the consequences of positive and negative online reputation

    • Establishing a foundation for positive reputation

    • Case studies of businesses affected by reputation issues

    • Identifying industries where online reputation matters the most

    • Assignment (Case Study)
  • 3

    Overview of vSplash Process and Tools

    • The vSplash Workflow Process

    • Login to Reputation Management

    • Login to Reputation Management (Video Guide)

    • Installing Buzz Board Tool in Chrome

    • Understanding and utilizing the Agent Header

    • Adhering to Basic Guidelines

    • Quick Assessment
  • 4

    Handling Review Responses

    • Quick Walkthrough of Responding to Reviews

    • Responding to 4-star Reviews

    • Responding to 3-star Reviews

    • Responding to Negative Reviews

    • Responding to non-English Reviews

    • Generic vs Personalized Responses

    • Measure your Learning

    • Practical Exercise - Crafting Responses
  • 5

    Responding to No-Text-Reviews

    • 1-Star and 2-Star No-Text Reviews

    • 3-Star No-Text Reviews

    • 4-Star and 5-Star No-Text Reviews

    • Measure your Learning

    • Practical Exercise
  • 6

    Formatting Review Responses

    • Formatting Yelp Reviews

    • Formatting Facebook Reviews

    • Formatting Google Reviews

    • Activity: Identifying Correct Format
  • 7

    Responding to HIPAA-compliant Customers

    • Introduction to HIPAA compliance and its importance

    • Guidelines & Techniques for HIPAA Compliance

    • Analysis of Case Studies

    • Measure you Understanding
  • 8

    Flagging Reviews

    • General Guidelines

    • Flagging Google or Facebook Review

    • Flagging Yelp Reviews

    • Review Flagging Criteria - Google

    • Review Flagging Criteria - Yelp

    • Review Flagging Criteria - Facebook

    • Measure your learning
  • 9

    Maintaining Brand Consistency

    • Updating Customer Sign Off
  • 10

    Troubleshooting Techniques

    • Troubleshooting the Errors

    • Assess your Learning