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

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

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  • 1. Reputation Management Mr Hans Kanold CEO Safehotels Alliance International Congress and Convention Association www.iccaworld.com International Congress & Convention Association
  • 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. 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. 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. 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. 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. 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. SAS Flight from Stockholm december 29, 1991, 08.45 in the morning 129 people on board Crashes right after take off
  • 9.  
  • 10. OUTCOME ?
  • 11.  
  • 12.  
  • 13. OUTCOME ?
  • 14. Reputation… Can we trust SAS? Can we trust the industry? Crises management agenda?
  • 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
  • 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
  • 17. OUTCOME ?
  • 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
  • 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
  • 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
  • 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
  • 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
  • 23. International Congress and Convention Association www.iccaworld.com THANK YOU
  • 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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