AUT Guest Lecture: Reputation management in a social age
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This is a Keynote presentation I delivered for an AUT guest lecture, on reputation management in a social media age. Using examples of corporate crisis, and daily practice from my career in public relations, I argue that maybe it's time we rethink the word 'crisis'.
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Ulmer, R., Sellnow, T., and Seeger, M. (2019). Effective crisis communication: Moving from crisis to opportunity. Sage Publications. Thousand Oaks, CA.
Importance of Crisis Communication Skills
No community, organization, public or private is immune from crises.
The need for understanding effective crisis communication has increased in demand.
Cyber attacks, public relations disasters, natural disasters, corporate, government, and private mistakes.
Because of the prevalence of crises, crisis communication skills are some of the most sought after.
Subsequent slides offer examples of crisis situations
Sports example requiring crisis communication skills
3
Business example requiring crisis communication skills
4
Government example requiring crisis communication skills
5
Political example requiring crisis communication skills
6
Natural disaster example requiring crisis communication skills
7
Defining Crisis Communication
Bad experiences are not crises
Hermann (1963) identified 3 characteristics
Surprise
Threat
Short Response Time
Traditional Definition of Crisis
Surprise
Even natural disasters such as flooding and fires do not count unless they come with an intensity that was unpredicted or beyond expectations of government officials.
Threat
Crises involve threats beyond the normal problems faced.
Can affect an organization’s financial security, customers, residents nearby, and others.
Short Response Time
Organizations must provide effective communication immediately after the initial crisis.
Difficult because in the immediate aftermath little is often known about the cause of the crisis.
Only a short window to take control and set the tone for response and recovery.
Expanding the definition of Crisis Communication
Unexpected – Could not have anticipated or planned for.
Nonroutine – Events that cannot be managed by normal procedures and often require unique or extreme measures.
Produces Uncertainty – Cannot be aware of all causes and effects and investigations and efforts to reduce uncertainty may have to continue for months or years.
Creates Opportunities – To learn, make strategic changes, grow, or develop new competitive advantages.
Threat to image, reputation, or high-priority goals – Can be intense enough to permanently damage or destroy the organization.
Types of Crises
Intentional
Terrorism
Sabotage
Workplace violence
Poor employee relationships
Poor risk management
Unethical leadership
Unintentional
Natural disasters
Disease outbreaks
Unforeseeable technical interactions
Product failure
Downturns in the economy
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Intentional
Terrorism
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Workplace violence
Poor employee relationships
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https://www.theguardian.com/business/2015/dec/10/volkswagen-emissions-scandal-systematic-failures-hans-dieter-potsch
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Effective crisis communication chapter 1 the conceptual foundat
- Effective crisis communication is important and involves unexpected, non-routine events that create uncertainty and opportunities while representing a threat.
- There are various crisis communication theories and types of crises that can occur, both intentional and unintentional.
- Ten key lessons on managing crisis uncertainty effectively include communicating early and often, addressing ethical ambiguity, being prepared to defend interpretations of evidence, and providing practical information to help stakeholders protect themselves.
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Importance of Crisis Communication Skills
No community, organization, public or private is immune from crises.
The need for understanding effective crisis communication has increased in demand.
Cyber attacks, public relations disasters, natural disasters, corporate, government, and private mistakes.
Because of the prevalence of crises, crisis communication skills are some of the most sought after.
Subsequent slides offer examples of crisis situations
Sports example requiring crisis communication skills
3
Business example requiring crisis communication skills
4
Government example requiring crisis communication skills
5
Political example requiring crisis communication skills
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Natural disaster example requiring crisis communication skills
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Bad experiences are not crises
Hermann (1963) identified 3 characteristics
Surprise
Threat
Short Response Time
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Surprise
Even natural disasters such as flooding and fires do not count unless they come with an intensity that was unpredicted or beyond expectations of government officials.
Threat
Crises involve threats beyond the normal problems faced.
Can affect an organization’s financial security, customers, residents nearby, and others.
Short Response Time
Organizations must provide effective communication immediately after the initial crisis.
Difficult because in the immediate aftermath little is often known about the cause of the crisis.
Only a short window to take control and set the tone for response and recovery.
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Unexpected – Could not have anticipated or planned for.
Nonroutine – Events that cannot be managed by normal procedures and often require unique or extreme measures.
Produces Uncertainty – Cannot be aware of all causes and effects and investigations and efforts to reduce uncertainty may have to continue for months or years.
Creates Opportunities – To learn, make strategic changes, grow, or develop new competitive advantages.
Threat to image, reputation, or high-priority goals – Can be intense enough to permanently damage or destroy the organization.
Types of Crises
Intentional
Terrorism
Sabotage
Workplace violence
Poor employee relationships
Poor risk management
Unethical leadership
Unintentional
Natural disasters
Disease outbreaks
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Product failure
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Terrorism
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Workplace violence
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- Effective crisis communication is important and involves unexpected, non-routine events that create uncertainty and opportunities while representing a threat.
- There are various crisis communication theories and types of crises that can occur, both intentional and unintentional.
- Ten key lessons on managing crisis uncertainty effectively include communicating early and often, addressing ethical ambiguity, being prepared to defend interpretations of evidence, and providing practical information to help stakeholders protect themselves.
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This document provides 10 guiding principles for effective crisis leadership. It discusses the importance of creating a crisis-resistant culture, acknowledging problems rather than denying them, acting in accordance with organizational values, taking control of communication, making timely decisions, and taking responsibility rather than hiding behind advisors. Overall, the document emphasizes that crises are a test of leadership and that effective crisis management begins with preventative measures and transparency in response.
Management Communication
Corporate communication involves conveying consistent messages to both internal and external stakeholders to build a coherent corporate identity and positive relationships. It encompasses management, marketing, and organizational communications and provides benefits like a strong corporate culture, reasonable philosophy, and genuine citizenship. Several cases demonstrate issues around branding, identity, responsibility, reputation, crisis response, and more.
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Key highlights include Microsoft's Digital Transformation Framework, which focuses on driving innovation and efficiency, and McKinsey's Ten Guiding Principles, which provide strategic insights for successful digital transformation. Additionally, Forrester's framework emphasizes enhancing customer experiences and modernizing IT infrastructure, while IDC's MaturityScape helps assess and develop organizational digital maturity. MIT's framework explores cutting-edge strategies for achieving digital success.
These materials are perfect for enhancing your business or classroom presentations, offering visual aids to supplement your insights. Please note that while comprehensive, these slides are intended as supplementary resources and may not be complete for standalone instructional purposes.
Frameworks/Models included:
Microsoft’s Digital Transformation Framework
McKinsey’s Ten Guiding Principles of Digital Transformation
Forrester’s Digital Transformation Framework
IDC’s Digital Transformation MaturityScape
MIT’s Digital Transformation Framework
Gartner’s Digital Transformation Framework
Accenture’s Digital Strategy & Enterprise Frameworks
Deloitte’s Digital Industrial Transformation Framework
Capgemini’s Digital Transformation Framework
PwC’s Digital Transformation Framework
Cisco’s Digital Transformation Framework
Cognizant’s Digital Transformation Framework
DXC Technology’s Digital Transformation Framework
The BCG Strategy Palette
McKinsey’s Digital Transformation Framework
Digital Transformation Compass
Four Levels of Digital Maturity
Design Thinking Framework
Business Model Canvas
Customer Journey Map
Easily Verify Compliance and Security with Binance KYC
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Innovation Management Frameworks: Your Guide to Creativity & Innovation
Innovation Management Frameworks: Your Guide to Creativity & InnovationOperational Excellence Consulting
[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
This PowerPoint compilation offers a comprehensive overview of 20 leading innovation management frameworks and methodologies, selected for their broad applicability across various industries and organizational contexts. These frameworks are valuable resources for a wide range of users, including business professionals, educators, and consultants.
Each framework is presented with visually engaging diagrams and templates, ensuring the content is both informative and appealing. While this compilation is thorough, please note that the slides are intended as supplementary resources and may not be sufficient for standalone instructional purposes.
This compilation is ideal for anyone looking to enhance their understanding of innovation management and drive meaningful change within their organization. Whether you aim to improve product development processes, enhance customer experiences, or drive digital transformation, these frameworks offer valuable insights and tools to help you achieve your goals.
INCLUDED FRAMEWORKS/MODELS:
1. Stanford’s Design Thinking
2. IDEO’s Human-Centered Design
3. Strategyzer’s Business Model Innovation
4. Lean Startup Methodology
5. Agile Innovation Framework
6. Doblin’s Ten Types of Innovation
7. McKinsey’s Three Horizons of Growth
8. Customer Journey Map
9. Christensen’s Disruptive Innovation Theory
10. Blue Ocean Strategy
11. Strategyn’s Jobs-To-Be-Done (JTBD) Framework with Job Map
12. Design Sprint Framework
13. The Double Diamond
14. Lean Six Sigma DMAIC
15. TRIZ Problem-Solving Framework
16. Edward de Bono’s Six Thinking Hats
17. Stage-Gate Model
18. Toyota’s Six Steps of Kaizen
19. Microsoft’s Digital Transformation Framework
20. Design for Six Sigma (DFSS)
To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentationsCreative Web Design Company in Singapore
At Techbox Square, in Singapore, we're not just creative web designers and developers, we're the driving force behind your brand identity. Contact us today.
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A select set of project management best practices to keep your project on-track, on-cost and aligned to scope. Many firms have don't have the necessary skills, diligence, methods and oversight of their projects; this leads to slippage, higher costs and longer timeframes. Often firms have a history of projects that simply failed to move the needle. These best practices will help your firm avoid these pitfalls but they require fortitude to apply.
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AUT Guest Lecture: Reputation management in a social age
- 1. Reputation management in a social media age AUT guest lecturer: Mikela Dennison (MCS)
- 2. Hi, nice to meet you The Clarity Business Master of Communications (First Class) bFM, Homebrew, Core, Cassette, PRiNZ, AUT Twitter: @mikelaPR Blog: Shape The Message
- 5. "It takes 20 years to build a reputation and 5 minutes to ruin it" Warren Buffett
- 9. Is the definition of 'crisis' changing?
- 10. In the beginning... Product recalls Corporate misdeed or greed Financial errors Staff issues Manufacturing practice
- 12. Reputation in 2014 Consumers trust ads less, and create their own content about brands and products Consumers (you and me) are more connected than ever before: local is global and vice versa Organisations are waking up to two-way communication 'Crises' are more frequent, more intense and more global in their reach
- 13. These days a crisis can be from a... Photo or video Tweet or article Leaked document Offhand comment Misread of the times Comment taken out of context
- 14. One way or two way?
- 15. Crises to consider Air New Zealand's Sports Illustrated safety video Fonterra milk products and pipe issues LA Clipper's owner's racism goes viral Lululemon Abercrombie & Fitch
- 19. Every day role of new tech Hootsuite and issues management Google Alerts for client names, topics, cues Media monitoring for coverage Social media sites Protocols for issues management and escalation Train clients with more than traditional media
- 21. Listening tools
- 22. Proactive listening Twitter lists and saved streams Blog forums and comment sections Research and focus groups Social media conversations Preempting your issues management and strategic crisis preparations
- 25. Responding
- 26. It's been said that consumers are 80% less likely to make a product purchase after seeing a negative review online
- 30. Tech tools in a crisis Live Twitter Q & A Linking to corporate blog Video response Vocal advocates online Link to commonly asked questions
- 31. What are the risks? Hashtags go haywire #oops Popular social users go viral Turning a blind eye or going silent Deleting comments #screenshot Not going to where the crisis started Taking too long to respond or the competition jumps on it
- 32. What's ahead?