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The growing role of social networks now requires companies to adopt a form of strategic monitoring. This paper deals with the nature and management of e-reputation. A statistical study was performed on indices of social network presence and the determinants of e-reputation. The results highlight the need for the firm studied, the SNCF, to preserve its reputation following adverse events. The SNCF’s social media strategy is based on content co-creation with different user communities on various social networks and digital platforms (blogs, forums, etc.). A community management strategy seems essential to handling e-reputation, with a view to providing quality, transparent, and reliable content.