“REPUTATION & RISK MANAGEMENT”        THE SOCIAL ANGLE        @JAMSHEDWADIA
FUNDAMENTAL CHANGE’SARE HAPPENING
Social is putting power            in hands of MassesStory Source Wired.com
Reduced Trust                         IN INSTITUTIONS                  of people trust advertisers.                  trust...
Large number OF INFLUENCERSScattered Demographics                               Finding the right needle in the HaystackVa...
Consumers areMORE DEMANDING & EMPOWERED
What happens in Vegas, Stays in VegasWON’T STAY IN VEGAS ANYMORE!!
Reputation is built over a long period ofIf you lose money for the firm, I will be veryunderstanding. If you lose reputati...
Why REPUTATION Matters Positively affects   Attracts investmentstock performance                                          ...
Reputation Risk from              EMPLOYEES ONLINE LIFE           Would a company policy change how you behave online?    ...
It’s serious enough for people to loose    their jobs – Use Common SenseStory Source: 10 people who lost their jobs becaus...
Thin line of ownership betweenEmployee and EmployerStory Source: LinkedIn Intelligence   Story Source: London loves Business
Social Media disaster can strikeeven if you don’t play in Social                   Story Source: Adrants
Get to the party before theydecide to misrepresent you             Story Source: Naked Security
Human Errors can happen –Put Guard Rails, Process & Systems in Place                 Story Source: Mashable
Case of Bad Taste & Lack of Sensitivity               Story Source: MemeBurn
You don’t want to be a CASE STUDY                                                  Story Source: Real Time ReportOutcomeUn...
And if you are a Case Study be a good example    Story Source: My Bottle’s Up and TSA Blog
Action: Listen, Respond & EngageImage Source: Radian 6 Dashboard            Be Alert 24 x 7     Use Employees who are     ...
Action : Choosing the right tool
Action: Measuring the right things          Competitor Analysis                                                           ...
Action: Finding Influencers is Important forProtecting and Building Brand Reputation  More Brands than ever before want to...
Action: Training, Guidelines & ToolsDisclose l Protect l Use Common Sense                                         Publishi...
Word Cloud for Building Reputation authentic      openness      relationship humble              honest       professional...
Action: Manage Risk• Be prepared for scrutiny at anytime• Listen, Detect & Protect• Have a place to respond and be quick a...
Summary• All word to mouth conversations are now in public domain• Social media crisis can happen even when you’re not in ...
Thank YouObligatory DisclaimerEvery effort has been made to cite sources on this presentation.The presentation is based on...
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Reputation & Risk management - The Social Angle

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• Growing Importance of Social influence and Social capital of people and brands. Pros and cons in using social media
• Personal and professional risks associated with participation in Social Media. The issue of Transparency
• Detecting potential risks to reputation through regular media monitoring and analysis
• Best known methods to navigate through a potential crisis through Social Media

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  • But We all Know…
  • Reputation & Risk management - The Social Angle

    1. 1. “REPUTATION & RISK MANAGEMENT” THE SOCIAL ANGLE @JAMSHEDWADIA
    2. 2. FUNDAMENTAL CHANGE’SARE HAPPENING
    3. 3. Social is putting power in hands of MassesStory Source Wired.com
    4. 4. Reduced Trust IN INSTITUTIONS of people trust advertisers. trust other people they DON’T know .. of people trust recommendations from people they know.Source: Social Media around the world 2011 by InSites Consulting
    5. 5. Large number OF INFLUENCERSScattered Demographics Finding the right needle in the HaystackVarying degrees of Influence
    6. 6. Consumers areMORE DEMANDING & EMPOWERED
    7. 7. What happens in Vegas, Stays in VegasWON’T STAY IN VEGAS ANYMORE!!
    8. 8. Reputation is built over a long period ofIf you lose money for the firm, I will be veryunderstanding. If you lose reputation for the firm, Iwill be ruthless.Warren Buffet – Renowned businessman & philanthropist
    9. 9. Why REPUTATION Matters Positively affects Attracts investmentstock performance Commands a price premium Reduces Risk
    10. 10. Reputation Risk from EMPLOYEES ONLINE LIFE Would a company policy change how you behave online? 49% of employees say “no” 57% percent of executives 74% of employees surveyed say agree that reputational risk and social it’s easy to damage a company’s networking should be a board room reputation on social media. issue, but only 15% say it actually is. 27% of employees surveyed don’t consider the ethical consequences of posting comments, photos, or videos online – and more than one-third don’t consider their boss, their colleagues, or their clients.Source: Social Networking And Reputational Risk In The Workplace - Deloitte Survey (July 09)
    11. 11. It’s serious enough for people to loose their jobs – Use Common SenseStory Source: 10 people who lost their jobs because of Social Media Mistakes by Mashable
    12. 12. Thin line of ownership betweenEmployee and EmployerStory Source: LinkedIn Intelligence Story Source: London loves Business
    13. 13. Social Media disaster can strikeeven if you don’t play in Social Story Source: Adrants
    14. 14. Get to the party before theydecide to misrepresent you Story Source: Naked Security
    15. 15. Human Errors can happen –Put Guard Rails, Process & Systems in Place Story Source: Mashable
    16. 16. Case of Bad Taste & Lack of Sensitivity Story Source: MemeBurn
    17. 17. You don’t want to be a CASE STUDY Story Source: Real Time ReportOutcomeUnited Airlines stock price plunged 10% costingshareholders $180 million. Story Source: Social Media Risk
    18. 18. And if you are a Case Study be a good example Story Source: My Bottle’s Up and TSA Blog
    19. 19. Action: Listen, Respond & EngageImage Source: Radian 6 Dashboard Be Alert 24 x 7 Use Employees who are Be Nimble and empower employees subject matter experts to make quick decisions
    20. 20. Action : Choosing the right tool
    21. 21. Action: Measuring the right things Competitor Analysis Conversation Cloud Sentiment Analysis Demographics Media Analysis Influencer Management Source: Sysomos Sample Dashboard
    22. 22. Action: Finding Influencers is Important forProtecting and Building Brand Reputation More Brands than ever before want to identify, recruit and reward their most-influential consumers
    23. 23. Action: Training, Guidelines & ToolsDisclose l Protect l Use Common Sense Publishing Tools for Multi Admin Access Training Modules Source: Intel Social Media Guidelines
    24. 24. Word Cloud for Building Reputation authentic openness relationship humble honest professionalismtransparent engaging empathy genuine responsive
    25. 25. Action: Manage Risk• Be prepared for scrutiny at anytime• Listen, Detect & Protect• Have a place to respond and be quick at it.• Manage administration hub & access rights• Align tightly with PR, Legal and HR for crisis management
    26. 26. Summary• All word to mouth conversations are now in public domain• Social media crisis can happen even when you’re not in social-media• Stick to basics and use common sense• Listen, Respond and engage quickly and be humble• Clarify and be quick to ask for forgiveness if needed• Train and prepare your organization for the Social Era• Have a Crisis management System
    27. 27. Thank YouObligatory DisclaimerEvery effort has been made to cite sources on this presentation.The presentation is based on author(s) personal opinions & interpretations & notthose of author(s) employer(s), past or current.

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