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

    • Reputation Management Mr Hans Kanold CEO Safehotels Alliance International Congress and Convention Association www.iccaworld.com International Congress & Convention Association
    • CERTIFICATION & CONSULTANCY
      • Specialiced in the hotel and meeting industry
      • In operation since 2001
      International Congress and Convention Association www.iccaworld.com
    • Reputation Management
      • Are you aware of your reputation?
      • Are you aware of consequences?
      International Congress and Convention Association www.iccaworld.com
    • Reputation Management
      • Facebook
      • YouTube
      • Are you in control? Lets have a look…
      International Congress and Convention Association www.iccaworld.com
    • Reputation Management
      • Ugly tie…
      • Bad haircut…
      • Weak pronounciation
      International Congress and Convention Association www.iccaworld.com
    • Reputation Do you know?
      • S trengths
      • W eaknesses
      • O pportunities
      • T hreats
      International Congress and Convention Association www.iccaworld.com
    • Reputation Management
      • On going analysis – especially these days…
      • Social media can damage in minutes!
      International Congress and Convention Association www.iccaworld.com
    • 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 into a Cessna, 4 people on board
    • Actions taken;
      • Management activity
      • Press conference on site
      • Communication
      • Empathy
      International Congress and Convention Association www.iccaworld.com
    • OUTCOME ?
    • SAS is Now used as a role model for Crises management & Reputation Management
      • Impressive engagement
      • Well prepared
      • Empathy to victims
      • Own interest secondary
      International Congress and Convention Association www.iccaworld.com
    • Be prepared
      • Plan, train and practice
      • Contact lists
      • Check lists
      • Over react
      • Care and compassion
      • Communicate, communicate, communicate!
      • Respond fast – “the golden hour”
      • Strong leadership
      • Get additional expertise
      International Congress and Convention Association www.iccaworld.com
    • Be prepared
      • Family assistance
      • Specialist back-up 24/7
      • Deep pockets – or insurance
      • Learn from others
      International Congress and Convention Association www.iccaworld.com
    • DON´T
      • Look at media as your enemy
      • Underestimate public interest
      • Overlook the stress
      • Be penny wise / pound foolish
      International Congress and Convention Association www.iccaworld.com
    • For your company, a succesful action
        • Maintained bookings
        • Enhanced reputation
        • Job satisfaction
        • Staff satisfaction
      International Congress and Convention Association www.iccaworld.com
    • International Congress and Convention Association www.iccaworld.com THANK YOU
    • Be prepared
      • Communication plan
      • Practice
      • Set of experts
      • Documentation in order
      • Updated contact lists
      • Client management
      • Focus on solution and next step
      International Congress and Convention Association www.iccaworld.com