Reputation Management Playbook

Audits, defends and rebuilds how a brand looks online (ratings, reviews, search results and local press) for Ugandan and East African businesses, from a weighted reputation score through to a 90-day recovery plan.

Use When

• Audit what people see when they search the company name: ratings, reviews, press and forums, with a reputation score and red flags.
• Angry customers are posting after a service failure or billing mistake: reply templates for negative and positive reviews, who answers, and when to bring in legal or PR.
• Push down damaging search results with stronger content and Google Business Profile authority.
• Plan a recovery: stabilise in the first two weeks, run a review drive, publish positive content and keep monitoring by month three.
• Handle East African specifics: reviews sent by WhatsApp, Facebook recommendations versus Google reviews, local press, and Uganda DPPA 2019 limits on using customer data.

Do Not Use When

• strategy-ewom-reviews for review generation, testimonials and referral programmes when nothing is wrong.
• playbook-crisis-communications for a fast-moving incident with media attention.
• meta-social-listening for setting up ongoing mention and sentiment monitoring.
• Stop before posting fake or paid-for reviews, threatening reviewers or asking platforms to remove content without evidence and client approval.

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