AUTOMOTIVE ONLINE REPUTATION MANAGEMENT CHECKLIST

Created by ChecklistGuro (https://checklistguro.com)


--- MONITORING & ALERTS ---
[ ] Review Platform Selection (Google My Business, Yelp, Facebook, DealerRater, Cars.com, Other (Specify in Long Text))
[ ] Alert Frequency (Days)
[ ] Last Alert Review Date
[ ] Keywords to Monitor (comma-separated)
[ ] Alert Delivery Method (Email, SMS, Dashboard Notification)
[ ] Email Address for Alerts

--- REVIEW SITE MANAGEMENT (GOOGLE, YELP, ETC.) ---
[ ] Google Business Profile Claimed? (Yes, No, Not Applicable)
[ ] Yelp Business Profile Claimed? (Yes, No, Not Applicable)
[ ] Facebook Business Page Created? (Yes, No, Not Applicable)
[ ] Summary of Google Business Profile Description
[ ] Number of Photos on Google Business Profile
[ ] Date of Last Google Business Profile Update
[ ] BBB Profile Exists? (Yes, No)

--- REVIEW RESPONSE STRATEGY ---
[ ] Review Response Tone (Professional & Empathetic, Formal & Detailed, Friendly & Casual)
[ ] Average Response Time (hours)
[ ] Escalation Protocol (Direct Manager, Service Manager, Executive Team)
[ ] Template for Positive Reviews
[ ] Template for Negative Reviews - Acknowledge Issue
[ ] Template for Negative Reviews - Offer Solution
[ ] Who is authorized to respond? (Designated Manager, Marketing Team, Owner)

--- SOCIAL MEDIA MONITORING ---
[ ] Social Media Platforms Monitored (Facebook, Instagram, Twitter (X), LinkedIn, TikTok, YouTube)
[ ] Frequency of Monitoring (per day)
[ ] Keywords/Hashtags Tracked (separated by commas)
[ ] Summary of Recent Social Media Mentions
[ ] Sentiment Analysis Tool Used (if any) (None, Hootsuite, Sprout Social, Brandwatch, Other)
[ ] Last Social Media Monitoring Review Date

--- ONLINE FORUM AND COMMUNITY TRACKING ---
[ ] Primary Forums to Monitor (Brand-Specific Forums, General Automotive Forums, Local Community Forums, Vehicle-Specific Forums)
[ ] Keywords & Phrases to Track
[ ] Frequency of Forum Checks (per day)
[ ] Notification Preferences (Email, SMS, Slack, Internal Dashboard)
[ ] Last Forum Monitoring Review Date
[ ] Forum/Community URL

--- SEO & KEYWORD REPUTATION ---
[ ] Primary Brand Keyword(s)
[ ] Current Ranking (Keyword 1)
[ ] Target Ranking (Keyword 1)
[ ] Google Search Result Analysis (Positive, Neutral, Negative)
[ ] Notes on Negative Search Results
[ ] Screenshot of Google Search Results
[ ] Bing Search Result Analysis (Positive, Neutral, Negative)

--- CRISIS MANAGEMENT PROTOCOL ---
[ ] Crisis Definition & Triggers
[ ] Designated Crisis Management Team Lead (Team Lead 1, Team Lead 2, Team Lead 3)
[ ] Escalation Threshold for Negative Mentions
[ ] Initial Response Template (for immediate acknowledgment)
[ ] Approved Communication Channels (for crisis updates) (Website, Social Media, Email, Press Release)
[ ] Date of Last Crisis Management Plan Review

--- STAFF TRAINING & GUIDELINES ---
[ ] Review Response Tone Guidelines
[ ] Approved Platforms for Responding to Reviews (Google Reviews, Yelp, Facebook, Dealership Website, Other (Specify in LONG_TEXT))
[ ] Time Allowed Per Day for Review Response (Minutes)
[ ] Escalation Protocol for Negative Reviews (Manager, Marketing Department, Legal Counsel)
[ ] Examples of Professional Review Responses (Positive & Negative)

--- REPORTING & ANALYSIS ---
[ ] Total Number of Reviews Received (Monthly)
[ ] Average Star Rating (Monthly)
[ ] Number of Reviews Responded To (Monthly)
[ ] Average Response Time (Hours)
[ ] Overall Sentiment Trend (Compared to Previous Period) (Improved, Stable, Declined)
[ ] Date of Last Reputation Report
[ ] Summary of Key Findings & Recommendations

--- LEGAL COMPLIANCE ---
[ ] FTC Endorsement Guidelines Acknowledgment (Acknowledged and Understood, Need Review)
[ ] Last Review of Legal Agreements Date
[ ] Summary of Review & Updates to Legal Practices (if any)
[ ] Compliance with Truth in Lending Act (TILA) (Compliant, Requires Review, Non-Compliant)
[ ] Compliance with Fair Credit Reporting Act (FCRA) (Compliant, Requires Review, Non-Compliant)
[ ] Copy of Current Legal Disclosures

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