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Reputation Management Mr Hans Kanold CEO Safehotels Alliance International Congress and Convention Association www.iccawor...
CERTIFICATION    & CONSULTANCY <ul><li>Specialiced in the hotel and meeting industry </li></ul><ul><li>In operation since ...
Reputation Management <ul><li>Are you aware of your reputation? </li></ul><ul><li>Are you aware of consequences? </li></ul...
Reputation Management <ul><li>Facebook </li></ul><ul><li>YouTube </li></ul><ul><li>Are you in control? Lets have a look… <...
Reputation Management <ul><li>Ugly tie… </li></ul><ul><li>Bad haircut… </li></ul><ul><li>Weak pronounciation </li></ul>Int...
Reputation Do you know? <ul><li>S trengths </li></ul><ul><li>W eaknesses </li></ul><ul><li>O pportunities </li></ul><ul><l...
Reputation Management <ul><li>On going analysis – especially these days…  </li></ul><ul><li>Social media can damage in min...
SAS Flight from Stockholm  december 29, 1991, 08.45  in the morning 129 people on board Crashes right after take off
 
OUTCOME ?
 
 
OUTCOME ?
Reputation… Can we trust SAS? Can we trust the industry? Crises management agenda?
SAS Flight from Linate, Milan  October 8, 2001, 08.10  in the morning 110 people on board Crashes right after take off  in...
Actions taken; <ul><li>Management activity </li></ul><ul><li>Press conference on site </li></ul><ul><li>Communication </li...
OUTCOME ?
SAS is Now used as a role model for  Crises management & Reputation Management <ul><li>Impressive engagement </li></ul><ul...
Be prepared <ul><li>Plan, train and practice </li></ul><ul><li>Contact lists </li></ul><ul><li>Check lists </li></ul><ul><...
Be prepared <ul><li>Family assistance </li></ul><ul><li>Specialist back-up 24/7 </li></ul><ul><li>Deep pockets – or insura...
DON´T <ul><li>Look at media as your enemy </li></ul><ul><li>Underestimate public interest </li></ul><ul><li>Overlook the s...
For your company, a succesful action <ul><ul><li>Maintained bookings </li></ul></ul><ul><ul><li>Enhanced reputation </li><...
International Congress and Convention Association www.iccaworld.com THANK YOU
Be prepared <ul><li>Communication plan </li></ul><ul><li>Practice </li></ul><ul><li>Set of experts </li></ul><ul><li>Docum...
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Reputation Management by Hans Kanold #icca11 #iccaworld #icca SUNDAY 23/10/11

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Presentation on Reputation Management by Hans Kanold given during the 50th ICCA congress. #icca11 #iccaworld #icca SUNDAY 23/10/11

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Transcript of "Reputation Management by Hans Kanold #icca11 #iccaworld #icca SUNDAY 23/10/11"

  1. 1. Reputation Management Mr Hans Kanold CEO Safehotels Alliance International Congress and Convention Association www.iccaworld.com International Congress & Convention Association
  2. 2. CERTIFICATION & CONSULTANCY <ul><li>Specialiced in the hotel and meeting industry </li></ul><ul><li>In operation since 2001 </li></ul>International Congress and Convention Association www.iccaworld.com
  3. 3. Reputation Management <ul><li>Are you aware of your reputation? </li></ul><ul><li>Are you aware of consequences? </li></ul>International Congress and Convention Association www.iccaworld.com
  4. 4. Reputation Management <ul><li>Facebook </li></ul><ul><li>YouTube </li></ul><ul><li>Are you in control? Lets have a look… </li></ul>International Congress and Convention Association www.iccaworld.com
  5. 5. Reputation Management <ul><li>Ugly tie… </li></ul><ul><li>Bad haircut… </li></ul><ul><li>Weak pronounciation </li></ul>International Congress and Convention Association www.iccaworld.com
  6. 6. Reputation Do you know? <ul><li>S trengths </li></ul><ul><li>W eaknesses </li></ul><ul><li>O pportunities </li></ul><ul><li>T hreats </li></ul>International Congress and Convention Association www.iccaworld.com
  7. 7. Reputation Management <ul><li>On going analysis – especially these days… </li></ul><ul><li>Social media can damage in minutes! </li></ul>International Congress and Convention Association www.iccaworld.com
  8. 8. SAS Flight from Stockholm december 29, 1991, 08.45 in the morning 129 people on board Crashes right after take off
  9. 10. OUTCOME ?
  10. 13. OUTCOME ?
  11. 14. Reputation… Can we trust SAS? Can we trust the industry? Crises management agenda?
  12. 15. SAS Flight from Linate, Milan October 8, 2001, 08.10 in the morning 110 people on board Crashes right after take off into a Cessna, 4 people on board
  13. 16. Actions taken; <ul><li>Management activity </li></ul><ul><li>Press conference on site </li></ul><ul><li>Communication </li></ul><ul><li>Empathy </li></ul>International Congress and Convention Association www.iccaworld.com
  14. 17. OUTCOME ?
  15. 18. SAS is Now used as a role model for Crises management & Reputation Management <ul><li>Impressive engagement </li></ul><ul><li>Well prepared </li></ul><ul><li>Empathy to victims </li></ul><ul><li>Own interest secondary </li></ul>International Congress and Convention Association www.iccaworld.com
  16. 19. Be prepared <ul><li>Plan, train and practice </li></ul><ul><li>Contact lists </li></ul><ul><li>Check lists </li></ul><ul><li>Over react </li></ul><ul><li>Care and compassion </li></ul><ul><li>Communicate, communicate, communicate! </li></ul><ul><li>Respond fast – “the golden hour” </li></ul><ul><li>Strong leadership </li></ul><ul><li>Get additional expertise </li></ul>International Congress and Convention Association www.iccaworld.com
  17. 20. Be prepared <ul><li>Family assistance </li></ul><ul><li>Specialist back-up 24/7 </li></ul><ul><li>Deep pockets – or insurance </li></ul><ul><li>Learn from others </li></ul>International Congress and Convention Association www.iccaworld.com
  18. 21. DON´T <ul><li>Look at media as your enemy </li></ul><ul><li>Underestimate public interest </li></ul><ul><li>Overlook the stress </li></ul><ul><li>Be penny wise / pound foolish </li></ul>International Congress and Convention Association www.iccaworld.com
  19. 22. For your company, a succesful action <ul><ul><li>Maintained bookings </li></ul></ul><ul><ul><li>Enhanced reputation </li></ul></ul><ul><ul><li>Job satisfaction </li></ul></ul><ul><ul><li>Staff satisfaction </li></ul></ul>International Congress and Convention Association www.iccaworld.com
  20. 23. International Congress and Convention Association www.iccaworld.com THANK YOU
  21. 24. Be prepared <ul><li>Communication plan </li></ul><ul><li>Practice </li></ul><ul><li>Set of experts </li></ul><ul><li>Documentation in order </li></ul><ul><li>Updated contact lists </li></ul><ul><li>Client management </li></ul><ul><li>Focus on solution and next step </li></ul>International Congress and Convention Association www.iccaworld.com
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