© Copyright Regester Larkin 2014
Reputation,
Reputation risk and
Reputation management
Andrew Griffin
June 2014
© Copyright Regester Larkin 2014
2
This session
1. Understanding reputation
2. A framework for understanding where reputat...
© Copyright Regester Larkin 2014
Introduction to Regester Larkin
3
• Offices in Abu Dhabi, Houston,
London and Singapore.
...
© Copyright Regester Larkin 2014
1. Understanding
reputation
4
© Copyright Regester Larkin 2014
5
Defining reputation
Reputation
1: overall quality or character as seen or judged by oth...
© Copyright Regester Larkin 2014
A reputation framework
6
REPUTATION
WHAT YOU SAY
/ INTENT
WHAT YOU DO
/ ACTION
WHAT YOU A...
© Copyright Regester Larkin 2014
What is a reputation strategy?
7
MAINTAIN PROTECT UTILISEENHANCE
A reputation strategy lo...
© Copyright Regester Larkin 2014
What is a reputation strategy?
8
PROTECT UTILISEENHANCE
A reputation strategy looks at fo...
© Copyright Regester Larkin 2014
2. A framework for
understanding where
reputation risks come
from
9
© Copyright Regester Larkin 2014
Categorisation of risks to reputation
10
INTERNAL
EXTERNAL
INCIDENTS ISSUES
© Copyright Regester Larkin 2014
Categorisation of risks to reputation
11
INTERNAL
EXTERNAL
INCIDENTS ISSUES
POLICY
SAFETY...
© Copyright Regester Larkin 2014
Categorisation of risks to reputation
12
INTERNAL
EXTERNAL
INCIDENTS ISSUES
SECURITY RISK...
© Copyright Regester Larkin 2014
Categorisation of risks to reputation
13
INTERNAL
EXTERNAL
INCIDENTS ISSUES
INCIDENTS POL...
© Copyright Regester Larkin 2014
Categorisation of risks to reputation
14
INTERNAL
EXTERNAL
INCIDENTS ISSUES
INCIDENTS
SAF...
© Copyright Regester Larkin 2014
Categorisation of risks to reputation
15
INTERNAL
EXTERNAL
INCIDENTS ISSUES
SECURITY RISK...
© Copyright Regester Larkin 2014
3. Managing reputation
through the reputation
risk lifecycle
16
© Copyright Regester Larkin 2014
Managing reputation risk through the lifecycle
© Copyright Regester Larkin 2014
18
Predicting reputation risk
Knowing what could happen, and assessing its impact
• Horiz...
© Copyright Regester Larkin 2014
19
Preventing reputation risk
Hard and soft interventions to fend off risks
• Reputation ...
© Copyright Regester Larkin 2014
20
Preparing for acute reputation risk
Getting crisis ready
• Crisis policy
• Crisis lead...
© Copyright Regester Larkin 2014
21
Resolving reputation risk
From managing to resolving issues
• Issues management capabi...
© Copyright Regester Larkin 2014
22
Responding to immediate reputation risk
Crisis management
• Incident management
• Busi...
© Copyright Regester Larkin 2014
23
Recovering from reputation damage
Emerging stronger, rebuilding trust
• Post-crisis re...
© Copyright Regester Larkin 2014
Managing reputation risk through the lifecycle
© Copyright Regester Larkin 2014
25
Final thoughts
• Reputation is the sum of what you are, as seen by others
• Reputation...
© Copyright Regester Larkin 2014
Thank you
Andrew Griffin
Chief Executive
T: +44 20 3179 6000
agriffin@regesterlarkin.com
...
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Reputation in Oil Gas and Mining 2014: Reputation, reputation risk and reputation management

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Andrew Griffin, chief executive, Regester Larkin
Setting the scene for the conference, this opening session looks at three key concepts: reputation, reputation risk and reputation management. Using a new categorisation model, the session focuses on the origins of reputation risk before looking at how risks can be managed through the lifecycle. Andrew Griffin, CEO of Regester Larkin and author of Crisis, Issues and Reputation Management, shares his insight and experience.

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Reputation in Oil Gas and Mining 2014: Reputation, reputation risk and reputation management

  1. 1. © Copyright Regester Larkin 2014 Reputation, Reputation risk and Reputation management Andrew Griffin June 2014
  2. 2. © Copyright Regester Larkin 2014 2 This session 1. Understanding reputation 2. A framework for understanding where reputation risks come from for the oil, gas and mining sector 3. Managing reputation through the reputation risk lifecycle 2
  3. 3. © Copyright Regester Larkin 2014 Introduction to Regester Larkin 3 • Offices in Abu Dhabi, Houston, London and Singapore. • Core offerings: • Reputation strategy • Crisis management • Crisis response • Crisis preparedness • Issues management • Worked with some of the worlds largest and most respected companies in extractives and other sectors. • International crisis, issues and reputation management consultancy
  4. 4. © Copyright Regester Larkin 2014 1. Understanding reputation 4
  5. 5. © Copyright Regester Larkin 2014 5 Defining reputation Reputation 1: overall quality or character as seen or judged by others; 2: fame, celebrity; 3: recognition by other people of some characteristic or ability.
  6. 6. © Copyright Regester Larkin 2014 A reputation framework 6 REPUTATION WHAT YOU SAY / INTENT WHAT YOU DO / ACTION WHAT YOU ARE SEEN TO DO DIRECT EXPERIENCE OF YOU PEER PERSPECTIVES CONTROL
  7. 7. © Copyright Regester Larkin 2014 What is a reputation strategy? 7 MAINTAIN PROTECT UTILISEENHANCE A reputation strategy looks at four pillars: Being good at the day job and delivering on your brand promise Excellence in delivery, plus specific initiatives, decisions, changes and announcements Making sure your organisation is as resilient as possible A good reputation should be utilised for the achievement of strategic goals.
  8. 8. © Copyright Regester Larkin 2014 What is a reputation strategy? 8 PROTECT UTILISEENHANCE A reputation strategy looks at four pillars: Being good at the day job and delivering on your brand promise Specific initiatives, decisions, changes and announcement s Making sure your organisation is as resilient as possible This presentation focuses on protecting reputation when it is at risk
  9. 9. © Copyright Regester Larkin 2014 2. A framework for understanding where reputation risks come from 9
  10. 10. © Copyright Regester Larkin 2014 Categorisation of risks to reputation 10 INTERNAL EXTERNAL INCIDENTS ISSUES
  11. 11. © Copyright Regester Larkin 2014 Categorisation of risks to reputation 11 INTERNAL EXTERNAL INCIDENTS ISSUES POLICY SAFETY RISK PERFORMANCE
  12. 12. © Copyright Regester Larkin 2014 Categorisation of risks to reputation 12 INTERNAL EXTERNAL INCIDENTS ISSUES SECURITY RISK POLICY PERFORMANCE
  13. 13. © Copyright Regester Larkin 2014 Categorisation of risks to reputation 13 INTERNAL EXTERNAL INCIDENTS ISSUES INCIDENTS POLICY RISK SAFETY
  14. 14. © Copyright Regester Larkin 2014 Categorisation of risks to reputation 14 INTERNAL EXTERNAL INCIDENTS ISSUES INCIDENTS SAFETY PERFORMANCE RISK
  15. 15. © Copyright Regester Larkin 2014 Categorisation of risks to reputation 15 INTERNAL EXTERNAL INCIDENTS ISSUES SECURITY RISK POLICY RISK SAFETY RISK PERFORMANCE RISK
  16. 16. © Copyright Regester Larkin 2014 3. Managing reputation through the reputation risk lifecycle 16
  17. 17. © Copyright Regester Larkin 2014 Managing reputation risk through the lifecycle
  18. 18. © Copyright Regester Larkin 2014 18 Predicting reputation risk Knowing what could happen, and assessing its impact • Horizon scanning • Stakeholder engagement • Listening and learning • Reputation risk assessment • Scenario planning 18
  19. 19. © Copyright Regester Larkin 2014 19 Preventing reputation risk Hard and soft interventions to fend off risks • Reputation risk architecture • Reputation risk assessment • Awareness raising and training • Tone from the top • Positive initiatives (eg corporate citizenship) 19
  20. 20. © Copyright Regester Larkin 2014 20 Preparing for acute reputation risk Getting crisis ready • Crisis policy • Crisis leadership • Crisis structure • Crisis competence • Crisis procedures • Crisis culture: goodwill and relationships 20
  21. 21. © Copyright Regester Larkin 2014 21 Resolving reputation risk From managing to resolving issues • Issues management capability • Issues management strategies • Change: the debate or the business 21
  22. 22. © Copyright Regester Larkin 2014 22 Responding to immediate reputation risk Crisis management • Incident management • Business continuity • Strategic crisis management • Strategic crisis management • Crisis communications 22
  23. 23. © Copyright Regester Larkin 2014 23 Recovering from reputation damage Emerging stronger, rebuilding trust • Post-crisis reviews • Identifying and learning lessons • Rebuilding trust & reputation • Organizational change 23
  24. 24. © Copyright Regester Larkin 2014 Managing reputation risk through the lifecycle
  25. 25. © Copyright Regester Larkin 2014 25 Final thoughts • Reputation is the sum of what you are, as seen by others • Reputation risk comes from issues and incidents, arising both from within and outside your organisation • Reputation management is not a communications discipline; it is a mindset that crosses businesses, geographies and functions • But whilst reputation is best managed through everyday excellence, there are many positive interventions through the lifecycle of a risk to reputation Steve Marshall, former Railtrack Chief Executive: ‘The fundamental truth, which you discover only when you have gone through the fires of hell, is that your reputation will always mirror the absolute reality of what you are.’ 25
  26. 26. © Copyright Regester Larkin 2014 Thank you Andrew Griffin Chief Executive T: +44 20 3179 6000 agriffin@regesterlarkin.com www.regesterlarkin.com
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