Reputation Management & You!

[mousermerf]

Latest news on the web.. Disney has hired numerous "Reputation Management" experts to repair the public perception of the Disney Parks brand, in particular in response to negative criticism of the Parks and Resorts online.

Disney feels that negative statements shared online are having an effect on revenues and stopping people from booking vacations. Their own internal research supports this.

In an attempt to "manage" the situation, Disney's experts have suggested an aggressive campaign to counter negative criticism with a wealth of positive word of mouth by any means necessary - cultivated, drummed up, fabricated, or otherwise. To this end, they created the "Memories" marketing campaign to get guests to post positively about their past experiences. In theory the number of positives drummed up by the company will far outweigh the number of negatives being routinely posted on the internet.

In the past, as the Memories marketing ironically points out, Disney relied on quality, innovation, and expansion within the Parks and Resorts to garner positive word of mouth. Now, marketing funds are instead being directed to hire people to request you tell a positive story or share a positive image - anywhere it feels negativity lurks on the internet to be countered.

 

[nytimez]

It's like an army of Disney Thought Police. Wow.

Thanks for the update.

 

[Horace Horsecollar]

Latest news on the web.. Disney has hired numerous "Reputation Management" experts to repair the public perception of the Disney Parks brand, in particular in response to negative criticism of the Parks and Resorts online.

What is the source of this "latest news" about Disney?

Of course, I wouldn't expect Disney to issue a press release about something like this. But I'd still be interested if this just someone's speculation or if a Reputation Management consultant released something.

I doubt that negative comments by the online Disney fan community have much influence at all on the general public perception of the Disney Parks & resort business sector. However, to the degree that the negative comments are valid, "normal" guests experience the same shortcomings and it hurts business -- not because of something posted on the Internet, but because of the general guest experience itself.

 

[TheRustyScupper]

I wonder if the Reputation Management folks are the same management that caused all the problems people complain about? Kind of self-serving
. . . Reputation Wrecking Management starts
. . . Reputation Repair Management tries to counteract bad press
. . . Reputation Recognition Management tries to figure out the REAL problems
. . . Reputation Redevelopment Management builds new plans from surveys
. . . Reputation Resurrection Management implements the new plans
. . . Reputation Repair Management tries to counteract bad press
. . . etc *


* I would continue further, but I have In A Gadda Da Vida (Iron Butterfly, the 17-minute long version) blaring in my earphones. Hard to concentrate on other stuff. Ah, the Sixties. Of course, if you can remember the Sixties, you probably were "in" the Sixties. Gotta love those drum riffs, the the organ coming in lightly over them.

 

[Sosai X]

It's all part of the Rise of the Internet Hipsters, under the careful watch of Godfather Iger.

Leave the gun. Take the churros.​

 

[Cheshire Figment]

I agree with Horace's question. It is unfortunate but I have learned to be very questioning of any thread started by this OP. Too often then have been proven inaccurate or unconfirmable.

 

[eliza61]

LOL. Disney, Mcdonalds, apple, Coca cola already have a reputatuion Management division. It's called marketing and brand recognition.

These companies already spend goob gobs of money (and an army of lawyers) careful craftiing and protecting their reputation.

Anyone remember that awful "new coke" campaign? coke learned their lesson quickly on that one.
If memories turns out to be a bust, disney will quickly pull it and replace it with some thing else.

this is not new.

 

[mrsR123]

I can't speak to the OP's reputation, but the idea is absolutely plausible. We have seen over the past 9 years that I've been coming here rising and falling patterns of posts of what long time rumors board regulars used to call "potted ferns." I would not doubt their increased presence in the near future. They can't be enjoying a thread entitled somehting like "do you think Disney has gone downhill" staying on the front page of the attractions board for weeks at at time.

ALso, I did receive the week a solicitation from DVC to upload my pics and/or videos of happy memories to share.

 

[mousermerf]

I did a quick google search to find a basic run-of-the-mill Reputation Management firm.

http://www.reputationmanagementkings.com/

They popped up first, so ironically they're doing the best job advertising themself (they pay for search engine rank).

Here's some quotes from their website:

"A single negative link under your company name can destroy profits without the proper Reputation Management."

"Reputation Management will assure that potential customers will have a first excellent impression of your company. Remember without any Reputation Management these shocking negative posts translate at the end into damage to your Reputation to say the least. Online Reputation Management is the response for any company to overcome this damaging information. More than erasing information from the first result pages of the most popular search engines, Online Reputation Management establishes other unexplored information gateways between the company and customers. "

"The main goal for search engine Reputation Management is to flood search engine results with positive and neutral online Reputation Management related results in order to push back unwanted negative results to the less significant search result pages. "

"Our team has successfully removed negative content from search results with a 100% success rate for all our customers."

 

[Horace Horsecollar]

The OP stated, "Disney feels that negative statements shared online are having an effect on revenues and stopping people from booking vacations. Their own internal research supports this."

I do not doubt that Disney uses Reputation Management consultants. I'm interested in the source of this "latest news on the web" that Disney suddenly hired numerous Reputation Management experts. OP did not say this was something heard in a hallway, or something else along those lines. This is the LATEST NEWS ON THE WEB.

If the reputation of Disney's parks is suffering, it's not because people on forums such as this one sometimes express concern that Disney does not always amaze us as much as they could. We're all just preaching to the choir anyway.

Disney needs to be much more concerned about old-fashioned word-of-mouth.

The best way to maintain a great reputation is to provide great experiences, high-quality enhancements, and decent value.

 

[DC7800]

The best way to maintain a great reputation is to provide great experiences, high-quality enhancements, and decent value.

Of course, when you're just looking to take the lazy way out, its so much easier and cheaper to just hire the Reputation Management folks.

No, this isn't anything really new. We've seen at least semi-confirmed reports of persons here on the DIS paid to post and stick up for the company, even five or six years ago.

If the reputation of Disney's parks is suffering, it's not because people on forums such as this one sometimes express concern that Disney does not always amaze us as much as they could. We're all just preaching to the choir anyway.

Agreed, but its still easier to blame message board postings (or the economy) than to address the parks' many very real shortcomings (which are the true problem). Hence, it makes a degree of sense Disney would step up these efforts, particularly as negativity increases while the parks continue to decline.

 

[KINGBOBOFTHENORTH]

Latest news on the web.. Disney has hired numerous "Reputation Management" experts to repair the public perception of the Disney Parks brand, in particular in response to negative criticism of the Parks and Resorts online.

You were asked to provide proof of this "latest news on the web...Disney has hired numerous reputation management experts...." Instead you posted a link to something else. Could you please post a link to all this latest news on the web about Disney hiring someone?

BobK/Orlando

 

[Horace Horsecollar]

Actually, I don't mind if Disney has employees who participate on DISboards and other discussion boards. In fact, it would be great to have discussion participants who can speak for Disney.

However, the signatures and profiles of such participants should clearly identify their relationship with Disney.

It would be sleazy and unethical to have shills posting positive messages or attacking those who dare express any displeasure. I'm not saying Disney actually has shills (but I've sometimes wondered when I've read posts defending and even lauding particularly bone-headed moves by Disney).

The FTC has rules requiring bloggers who are compensated by those whose products they review to identify their relationship. I don't know if the same rules officially apply to discussion board participants, but they should. And even if it's not required by the government, it's something an ethical company should do.

 

[mousermerf]

You were asked to provide proof of this "latest news on the web...Disney has hired numerous reputation management experts...." Instead you posted a link to something else. Could you please post a link to all this latest news on the web about Disney hiring someone?

BobK/Orlando

If it actually matters to you at all, then you can do the leg work to find supporting evidence to prove or disprove what has been stated and come to a reasonable conclusion to share with the group.

Instead it is far more likely you don't want to believe the information presented and are looking for ways to discredit my character, the character of my sources, and undermine the presentation of facts which you don't agree with and are inconvenient to your opinion.

If you want to prove me wrong, go for it, but do it with your own efforts. In short, now would be the time to leverage your own sources of inside information. If you don't have any and subsequently don't have any access to such knowledge about the inner-workings then you really are in no position to be making accusations of false information as you don't know if the information presented is true or false.

 

[Horace Horsecollar]

mousemerf,

Please understand that you started this thread claiming to be posting the "latest news on the web." (You didn't say this is a whisper from that your heard from an insider whose name you can't reveal or anything along those lines.)

Subsequently, you were unwilling or unable to link to this "latest news on the web." Sure this is also a rumors board, but, in this case, you labeled it as news, not as a rumor.

Please understand that you are hurting your own credibility.

I don't doubt that Disney (and every other large corporation) practices reputation management. But it would be real news if a company stated that negative comments on the Internet were having "an effect on revenues and stopping people from booking vacations," and that the company would take the unethical steps to counter this ("a wealth of positive word of mouth by any means necessary - cultivated, drummed up, fabricated, or otherwise").

 

[Oglet]

Forget about reputation management, its called a change in management and get back to the quality Disney has made their name on.

Let the memories begin could be a huge flop since there is no real comparing what you might have seen 20 years ago to what you see now. Standards and over all park quality have gone down over time and i'm afraid that might be the memory many people will be left with.

The FTC has rules requiring bloggers who are compensated by those whose products they review to identify their relationship. I don't know if the same rules officially apply to discussion board participants, but they should. And even if it's not required by the government, it's something an ethical company should do.

Speaking as someone who works for Disney (and I do love working there) they are in no way an ethical company.

 

[mousermerf]

Well, now this isn't any fun.. the first big leak in the dam has decided to redact:

http://micechat.com/forums/walt-dis...roject-white-wash-aka-let-memories-begin.html

What he had said was all true though.

 

[Cheshire Figment]

Actually, I don't mind if Disney has employees who participate on DISboards and other discussion boards. In fact, it would be great to have discussion participants who can speak for Disney.

Forget about reputation management, its called a change in management and get back to the quality Disney has made their name on.

Speaking as someone who works for Disney (and I do love working there) they are in no way an ethical company.

I do not hide in any way that I work for Disney World. However, my duties are primarily Guest Relations and Ticket Sales at one of the water parks. I use my knowledge and experience for my posting. I make sure that nothing that I post concerning my work is "non-public information" as I do not want to get disciplined for releasing information that I am not authorized to release. For example, I had my post concerning the Monthly Payment Plan for the ticket's sticky typed out and ready to post for over two weeks, but did not post it or say anything about it until it was officially announced.

However, a fair number of my posts show what I perceive to be weaknesses or failings or shortcomings on the part of Disney. I do all of my postings on my own time from my own computer and these opinions are my own.

But if there is a thread on DisBoards that relates to where I work I will print it out and take it in to management just so they can be aware of the external perceptions. And I have seen changes made based on information I have taken in. But it is not within my job descriptions, it is just me and my work ethic.

I will not say anything that could jeopardize my employment. But I am definitely willing to publicly state if The Emperor Is Not Wearing Clothes. My Disney income is about 5% of my total income, and I probably spend more on Disney in a month than I earn there, but I am having fun at what I do for them.

 

[nytimez]

Speaking as someone who works for Disney (and I do love working there) they are in no way an ethical company.

Speaking as someone who worked for a Disney-owned company, I agree.

I will not say anything that could jeopardize my employment. But I am definitely willing to publicly state if The Emperor Is Not Wearing Clothes. My Disney income is about 5% of my total income, and I probably spend more on Disney in a month than I earn there, but I am having fun at what I do for them.

Speaking as someone who reads the Dis boards, I always enjoy and appreciate your posts, insight and independence.

 

[Horace Horsecollar]

I do not hide in any way that I work for Disney World.

My comments were not related to Disney employees who only represent themselves and who honestly share their opinions and knowledge. Posting on DISboards, MiceChat, and other boards on their own time, such people (including Cheshire Figment) provide valuable insight about Disney and help others get the most out of Disney vacations. Thank you all!

My comments were about shills. If a company pays people to promote an agenda and disparage other posters, while misrepresenting themselves, that's unethical.

If a company pays someone to post on discussion boards, that's fine. But then identify that person as an "ambassador" to the board (or something along those lines), and have that person provide valuable information with dignity.

I hope Disney does not employ shills. If they've done so in the past, as has been speculated, then I hope that has stopped.