Agency service and decision guide
Our agency process moves from evidence to prioritized execution: document the baseline, classify risk, agree the valid actions, execute across the right channels, and report provider-controlled work separately from third-party outcomes.
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Start with a non-confidential summary and the affected channels.
Days 1–15: establish the baseline
List priority branded queries, including company, product, founder, executive, review, complaints, and location combinations. Record the first two result pages, major profiles, recent reviews, knowledge panels, news, video, images, and AI summaries where available. Preserve dates and URLs so later change can be measured.
Days 16–30: triage and govern
- Classify each item as accurate, opinion, outdated, mistaken identity, policy violation, privacy exposure, or potentially unlawful.
- Score visibility, credibility, momentum, business impact, and actionability.
- Assign a decision owner, response owner, approver, and backup.
- Write rules for when to respond publicly, move the conversation privately, report, correct, or escalate.
- Set a privacy standard: never expose customer, employee, or case details in a public response.
Days 31–60: fix sources and close content gaps
Correct owned profiles and inaccurate pages you control. Resolve recurring customer-experience causes. Publish the most useful missing sources: leadership bios, product explanations, support policies, research, and clear contact routes. Do not create near-duplicate pages merely to occupy results.
Days 61–90: earn authority and systemize
Pitch genuinely useful expertise or data to relevant publishers, strengthen internal links, train response owners, and establish a monthly review. Track the visibility of result types and sources, response time, resolution rate, recurring issue categories, review velocity from genuine customers, and conversions from branded search.
Decision rules for difficult content
Use source correction for factual errors. Use a platform report only when the content appears to violate a documented policy. Use privacy tools for eligible personal information. Use legal counsel for defamation, threats, court records, or jurisdiction-specific questions. Use service recovery and a measured response for genuine criticism. Use content and PR when accurate third-party material cannot appropriately be removed.
Pair this plan with reputation monitoring and the review management framework.
Frequently asked questions
What are the first steps in an ORM strategy?
Define priority searches and platforms, capture a dated baseline, classify each issue, assign owners, and choose the least aggressive valid response.
What should an ORM strategy measure?
Measure result visibility, source mix, issue velocity, response and resolution times, recurring causes, and business outcomes. Separate work completed from third-party outcomes.
Get a scoped recommendation.
We will identify the right starting assessment and explain what can—and cannot—be controlled.