Crisis, issues and reputation management / Andrew Griffin.

Format:

Book

Author/Creator:

Griffin, Andrew, 1972- author.

Series:

PR in practice series.

PR in Practice

Language:

English

Subjects (All):

Corporate image--Management.

Corporate image.

Crisis management.

Reputation.

Corporations--Public relations.

Corporations.

Physical Description:

1 online resource (280 p.)

Place of Publication:

London, England : Kogan Page Limited, 2014.

Language Note:

English

Summary:

The reputation of an organisation influences who we buy from, work for, supply to and invest in. In today's complex environment, organizations have to understand and respond rapidly to shifting public values, rising expectations, demands for public consultation and increasingly intrusive news media. This is particularly important when things go wrong.Crisis, Issues and Reputation Management outlines a comprehensive approach to managing situations that may turn into crises; handling crises once they occur; and features a wide range of case studies of brands who have had to respond to a variety

Contents:

Contents; Foreword by Anne Gregory; Foreword by Mike Regester; Preface; Acknowledgements; 01 Reputation: what it is and why it matters; Defining reputation; Valuing reputation; From reputation management to reputation strategy; 02 The challenging climate in which reputations are managed; Declining trust; Low risk tolerance; International regulation; Local and global expectations; The information 'anarchy' of traditional and social media; Empowerment and activism; Chapter summary; 03 What are the risks to reputation?; 04 Externally driven issues

Societal and political attention on a broad problem Societal and political outrage at specific organizational behaviour/performance; Societal and political outrage at a 'new' risk imposed by an organization/sector; Challenges in managing externally driven issues; Chapter summary; 05 Internally driven issues; The 'proactive negative' internal issue; The 'proactive positive' internal issue; The 'reactive positive' internal issue; The 'reactive negative' internal issue; Chapter summary; 06 Externally driven incidents; An attack on you, or those in your care

An attack on a wider group affecting you A political or social development endangering you, or those in your care; A natural event; Chapter summary; 07 Internally driven incidents; Ten safety incidents that shaped crisis management today; Communications and the internal incident; Chapter summary; 08 Interrelated risks; 09 Managing reputation risk through the life cycle; 10 Predicting reputation risk; The external reputation risk radar and horizon scanning; The internal reputation risk radar; Analysing risk; Reputation risk assessment; Lessons from the past; Chapter summary

11 Preventing reputation risk Reputation risk architecture - 'hard' intervention; Behavioural change through 'soft' interventions; Corporate citizenship; Chapter summary; 12 Preparing for acute reputation risk; Who should own and manage crisis preparedness?; What does a crisis-ready organization look like?; Chapter summary; 13 Resolving risks to reputation; Issues management/issues resolution; Issues management process; Issues management competence; Issue strategy development; A (short) note on communicating risk; Change as an issue management strategy; Chapter summary

14 Responding to immediate reputation risk Strategic crisis decision-making; The wider crisis communications response; Crisis media management; Communications working with other functions; Chapter summary; 15 Recovering from reputation damage; Reviewing performance and improving preparedness; Rebuilding trust and reputation; Changing the organization; Chapter summary; 16 Where next for crisis, issues and reputation management?; index

Notes:

Includes index.

Description based on print version record.

ISBN:

9780749469931

0749469935

OCLC:

875098671