Reputation Risk in the Digital Age

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Steps to identifying and preparing to manage risk in the digital age

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Reputation Risk in the Digital Age

  1. 1. Boise Fraud Symposium:
Reputational Risk in the Digital AgeRed Sky Public Relations: Jessica FlynnSeptember 7, 2012 1
  2. 2. What’s At StakeTRUSTREPUTATIONREVENUE 2
  3. 3. Most Important Risk Sources in the Next 5 Years Financial  Risk   27%   Social  Media   27%   Regulatory  Changes   30%  Government  Spending/Budget   32%  Global  Economic  Environment   41%  Source:  DeloiHe/Forbes  Insights  2012  Risk  Management  Survey   3
  4. 4. Where Digital Risk ResidesDanger From Within Danger From Outside>  Breach of Confidentiality >  Malicious Rumors>  Financial Disclosures >  Corporate Intelligence>  Social Media Account >  Cyber Attacks Ownership >  Online Commentary>  Personal Profiles | HR >  24/7 Coverage>  Oversharing >  Everyone is a Source 4
  5. 5. Where Digital Risk ResidesCourtesy:  Technobabble  2.0     5
  6. 6. Speed of Thumbs 6
  7. 7. Keys to Digital Reputational Awareness PLAN     LISTEN   ENGAGE     ACCORDINGLY   ACTIVELY   GENUINELY   >  Imagine nightmare >  Understand where your >  Be Accountable scenarios customers, employees, >  Be Transparent competitors ‘live’ online >  Identify your crisis team >  Be Genuine >  Set up simple tracking >  Know where your mechanisms via >  Practice Disclosure communication Google Alerts channels exist –  Your company >  Know who covers you –  Your executives –  Your competitors >  ALL employees should be encouraged to listen and have channels to report concerns 7
  8. 8. Next StepsAssess   CraX       Communicate  •  Employee  Manual   •  Corporate  SM  Policy   •  Social  media  training  •  Corporate  Policies   •  Establish  Corporate   for  corporate  ‘voices’    •  ExisVng  Digital   Channels   •  Social  media  best   PlaWorms   •  Set  up  Alerts/Trackers   pracVces  guide  •  Partner  PlaWorms   •  Crisis  Comm  Plan   •  Online  response  flow  •  VulnerabiliVes   •  Online  Dark  Pages     chart   •  Template  Responses  

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