Reputation Management Seminars
MBA 2 A
06/12/11 (16h00-19h00) + 03/01/12 (17h00-20h00)
MBA 2 B
17/11/11 / 14h00-17h00
+
15/12/11 / 17h00-20h00
Instructor: Liz Craig mbanetq@gmail.com – email for student participants
Online Class Room http://hotel-reputation.blogspot.com/
Seminar Description :
An overview of the emerging field of Hotel Reputation Management. In the day and age of shared comments, reviews, photos, videos how does a business assure a ‘positive’ reputation? Further, how does a company leverage reputation for revenue generation?
In conjunction with industry leader Review Pro we will explore:
- Online Reputation Management tools
- The impact of both negative + positive reviews + UGC - user generated content
- Issues for operations - who is responsible for RM strategy + ongoing programs
- Future Careers in Reputation Management
***Bring laptops/iPads to class***will work online in class
Assessment methods:
- Online exam - assigned reading + viewing to prepare for Session 1
- 2 Blog Posts
- Final Presentation - post online after Session 2
Preparation | 1. Read article http://www.tnooz.com/2011/08/18/news/underscoring-the-importance-of-online-hotel-reputation-management/ + watch the video linked in the article 2. Watch United Breaks Guitars video 3. Take the online exam posted in the Class Blog
|
Session 1 | Definition Reputation Management UGC impact in Hospitality + other industries - examples Introduction of ReviewPro ReviewPro Approach + Solution for Hotels ReviewPro - cases + customer examples |
Homework for Session 2 | View video talk http://bigbreaksolutions.com/events/?utm_source=UnitedBreaksGuitarscom Download + Read Guide http://www.reviewpro.com/basics-managing-online-reviews-hotels-4982 |
Session 2 | Operations Issues - how to manage, who is responsible? Proactive RM strategy Dealing with reviews Overcoming negative situations; crisis communication |
Final Presentation - Seminar Recap + Insights -post in blog 1 week after last session -Use Prezi or Jing to create your presentation | |
About ReviewPro ReviewPro enables hotel organizations to efficiently aggregate, organize and manage their online reputation and presence in leading social media sites. The company provides the analysis, customer intelligence, competitive benchmarking and reporting needed to help hotel professionals more effectively manage their organization. ReviewPro currently serves over 1,500 clients with data from thousands of sources, including over 70 million reviews — in 10 languages — from 60 of the most relevant online travel agencies (OTAs) and review sites. Visit http://www.reviewpro.com for more information. |
Grading:
20 – 16 | Exam score + professional level online presentation |
15 - 11 | Exam score + MBA student level online presentation |
10 | Exam score + below MBA level presentations |
9 lower | did not complete assignments |
Learning Hours : 10 hours
1- 2 hours prep time online, before classes
2- 2 x 3 hour classes
3- 2 hours projetc presentation online after classes
EAC 09/09/2011
NetQ by E. A. Craig is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 3.0
