This document is a compilation of articles from CIC's 2012 IWOM Watch reports. It discusses how brands and individuals responded positively during anti-Japan protests in China by offering compensation to those whose Japanese cars were damaged. Chen Guangbiao promised new cars to followers with smashed Japanese cars on Weibo. Toyota also offered compensation. These actions boosted the brands' images. The document also provides background on CIC, describing it as China's leading social business intelligence company. It collects online consumer comments to provide strategic advice to global brands.
The goodpurpose study is Edelman’s annual global research that explores consumer attitudes around social purpose, including their commitment to specific social issues and their expectations of brands and corporations. The survey was conducted in 13 countries among more than 7,000 adults. It is the only global study of its kind.
Introduction to Co-creation, 30.11.2010, Rezonance/Lift, GenevaFelix Koch
Introduction to co-creation presented by Felix Koch at the First event of Rezonance in Geneva. Link: http://www.rezonance.ch/rezo/classes/ft-first-tuesday/geneve/20101130/one-community?page_num=0
Anna Hazare, a Hanmer MSL analysis about the mass movement against corruption...MSL
A good product generates its own PR. That, in a nutshell, is the success of Anna Hazare’s anti-corruption movement. Hazare took up an issue that affects everyday people in every aspect of their lives – they must bribe officials for everything from getting a driver’s licence to getting a child admitted into school. In everyday interactions with the government, absolutely nothing gets done unless people pay a bribe.
Practical tips for entrepreneurs, early and growth stage startups considering moving to London.
Includes some data points comparing entrepreneurs, salaries and VC between Silicon Valley, Berlin and London.
The goodpurpose study is Edelman’s annual global research that explores consumer attitudes around social purpose, including their commitment to specific social issues and their expectations of brands and corporations. The survey was conducted in 13 countries among more than 7,000 adults. It is the only global study of its kind.
Introduction to Co-creation, 30.11.2010, Rezonance/Lift, GenevaFelix Koch
Introduction to co-creation presented by Felix Koch at the First event of Rezonance in Geneva. Link: http://www.rezonance.ch/rezo/classes/ft-first-tuesday/geneve/20101130/one-community?page_num=0
Anna Hazare, a Hanmer MSL analysis about the mass movement against corruption...MSL
A good product generates its own PR. That, in a nutshell, is the success of Anna Hazare’s anti-corruption movement. Hazare took up an issue that affects everyday people in every aspect of their lives – they must bribe officials for everything from getting a driver’s licence to getting a child admitted into school. In everyday interactions with the government, absolutely nothing gets done unless people pay a bribe.
Practical tips for entrepreneurs, early and growth stage startups considering moving to London.
Includes some data points comparing entrepreneurs, salaries and VC between Silicon Valley, Berlin and London.
1.As a critical thinker I stage I am at is in stage 1-2 around the.docxchristiandean12115
1.As a critical thinker I stage I am at is in stage 1-2 around there. I think I am there because it is sort of truth as a dualism viewing something as wrong or right is something so true it will be either that as answer if I am taking a test for example. Another is binary thinking which is to choose between two possibility like asking myself what I should do after work play video game or go bed early. As a little relativism stage sometime viewing thing in my own opinion matter if it is true or not.
2. After reviewing the characteristics as a good Critical thinker. One of them I feel is my strength is research and inquiry skill because I am pretty good at that for example when I was going for an interview for a job I was able to get the work by having this skill. Also, when I was asking to make a presentation on a certain subject I use this skill to find what I needed to get the best score and it was useful too. another as my strength is creative problem solving because I could think fast for certain problem occur and can solve it example when I was in middle school someone try to jump off the building and I was quick to save him by calming him down asking him question and helpful advice and it save him. what I need to improve is analytical skill because I am not good and finding solution to sort of things I don't understand like mathematical problem find hard time to get it. To try to get better at it I just must practice more and study it much. Last that I need to improve is open minded skepticism because sometimes I doubt a little to certain question and the possibility of knowledge of certain kind. Trying to get better at it is by really read it carefully to see if it is really something that is real or not.
Crises at Toyota and Your Client Company
In this discussion, review Gerondeau's 2015 article, "How Toyota Recovered From a
Huge Crisis. What Can Be Learned From It." (as found in this unit's Studies). Respond to
some or all of the following questions:
o How might Toyota have improved its response to this crisis?
o How does the crisis described in this article relate to the difficulties your client
company is facing?
o What else have you learned in this unit's readings and resources that is relevant
to your own Operations Improvement Plan project?
Resources
o Discussion Participation Scoring Guide.
o How Toyota Recovered From a Huge Crisis. What Can Be Learned From It.
Posted on September 23, 2015 (https://thethirdroad.com/?p=280) by ggerondeau
(https://thethirdroad.com/?author=1)
Starting in 2009, Toyota was hit by one of the biggest series of recalls in the
automotive history. Even though it was later proven that there was no intention from
Toyota to hide anything and that eventually it was established no defect affected the
electronics of the car, the damage to the company’s reputation and business was huge.
In 2007, Toyota had become the number one automotive maker in the world. This
fan.
The change in economy 2008-2011 created structural tensions that needed to be addressed, said former FED chairman Paul Volcker. Industrial complex faces dramatic changes in modus operadi. This particularly concerns value creation activities and entrepreneurship. Fostering entrepreneurship today means creation of a completely new innovation infrastructure and paradigm to support startups. A view on what is coming next is presented in this document.
24Managing Public Issues and Stakeholder Relationships.docxtamicawaysmith
24
Managing Public Issues
and Stakeholder
Relationships
Businesses today operate in an ever-changing external environment, where effective management
requires anticipating emerging public issues and engaging positively with a wide range of stakehold-
ers. Whether the issue is growing concerns about climate change, water scarcity, child labor, animal
cruelty, or consumer safety, managers must respond to the opportunities and risks it presents. To do
so effectively often requires building relationships across organizational boundaries, learning from
external stakeholders, and altering practices in response. Effective management of public issues and
stakeholder relationships builds value for the firm.
This Chapter Focuses on These Key Learning Objectives:
• Evaluating public issues and their significance to the modern corporation.
• Applying available tools or techniques to scan an organization’s multiple environments.
• Describing the steps in the issue management process and determining how to make the
process most effective.
• Identifying who is responsible for managing public issues and the skills required to do so
effectively.
• Understanding how businesses can build collaborative relationships with stakeholders through
engagement, dialogue, and network building.
• Identifying the benefits of stakeholder engagement to the business firm.
C H A P T E R T W O
Law29473_ch02_024-044.indd Page 24 29/11/12 9:13 PM user-TRVT-065Law29473_ch02_024-044.indd Page 24 29/11/12 9:13 PM user-TRVT-065 /Volumes/201/MH01821/Law29473_disk1of1/0078029473/Law29473_pagefiles/Volumes/201/MH01821/Law29473_disk1of1/0078029473/Law29473_pagefiles
Chapter 2 Managing Public Issues and Stakeholder Relationships 25
IKEA is the Scandinavian home furnishings retailer known for its distinctive yellow and
blue big-box stores and stylish, inexpensive, and environmentally sound products. The
firm’s mission is “to create a better everyday life for the many people.” In the late 1990s,
the company’s managers were startled by a documentary, broadcast on European televi-
sion, showing young children in South Asia working under deplorable conditions making
hand-woven rugs. The program named IKEA as one of several rug importers from that re-
gion. Shortly afterward, activists held protests outside several IKEA stores, demanding that
it halt child labor in its supply chain. As the company’s area manager for carpets later com-
mented, “The use of child labor was not a high-profile public issue at the time. . . . We were
caught completely unaware.”
Rather than ignore the issue, IKEA responded by sending a legal team to Geneva to
consult with the International Labour Organization. It promptly adopted a clause in all sup-
ply contracts stating that any supplier employing children under legal working age would
be immediately terminated. The company also reached out to UNICEF (the United Nations
Children’s Fund) and Save the Children ...
Rules of engagement in Services - What can we learn from conversations taking...InSites Consulting
Rules of engagement in Services by InSites Consulting. What can we learn from conversations taking place on Facebook, YouTube & Twitter? Engaging consumers is key, brands try to win the hearts of consumers through social media. What can we learn from those experiences across brands?
Kantar Media CIC继11年始,连续三年推出《社会化商业白皮书》,帮助企业从无到有建立起对中国社会化媒体和社会化商业的理解。而现在,为了帮助更多企业具象化地了解如何实施社会化商业,Kantar Media CIC正式发布《从社会化商业迈向大数据》白皮书---来自2013-2014中国企业社会化商业调研的洞察,通过对390多个覆盖超过30个行业的受访者进行在线调研,将企业各职能部门人士对社会化商业的态度和理解做出深入分析,也给正在或者即将处于社会化商业变革下的组织提供商业化进阶的建议。
2014 from social business to big data white paper insights from cic's 2013-20...Kantar Media CIC
Kantar Media CIC published “From Social Media to Social Business” white paper series from 2011, which helped enterprises develop their understanding of Chinese social media and ultimately realize their social business objectives. Nowadays, in order to promote enterprises’ implement of social business, Kantar Media CIC officially releases Social Business white paper, From Social Business to Big Data: Insights from Kantar Media CIC’s 2013-2014 China Enterprise Social Business Survey.This book conducts an online survey by distributing questionnaires among more than 390 respondents who come from over 30 industries, to collect extensive attitudes and perceptions towards social business from professionals of various functional departments,and provides suggestions for the organizations which are (or will be) undergoing social business changes.
More Related Content
Similar to IWOM watch 2012 compilation_crisis (Part 6)
1.As a critical thinker I stage I am at is in stage 1-2 around the.docxchristiandean12115
1.As a critical thinker I stage I am at is in stage 1-2 around there. I think I am there because it is sort of truth as a dualism viewing something as wrong or right is something so true it will be either that as answer if I am taking a test for example. Another is binary thinking which is to choose between two possibility like asking myself what I should do after work play video game or go bed early. As a little relativism stage sometime viewing thing in my own opinion matter if it is true or not.
2. After reviewing the characteristics as a good Critical thinker. One of them I feel is my strength is research and inquiry skill because I am pretty good at that for example when I was going for an interview for a job I was able to get the work by having this skill. Also, when I was asking to make a presentation on a certain subject I use this skill to find what I needed to get the best score and it was useful too. another as my strength is creative problem solving because I could think fast for certain problem occur and can solve it example when I was in middle school someone try to jump off the building and I was quick to save him by calming him down asking him question and helpful advice and it save him. what I need to improve is analytical skill because I am not good and finding solution to sort of things I don't understand like mathematical problem find hard time to get it. To try to get better at it I just must practice more and study it much. Last that I need to improve is open minded skepticism because sometimes I doubt a little to certain question and the possibility of knowledge of certain kind. Trying to get better at it is by really read it carefully to see if it is really something that is real or not.
Crises at Toyota and Your Client Company
In this discussion, review Gerondeau's 2015 article, "How Toyota Recovered From a
Huge Crisis. What Can Be Learned From It." (as found in this unit's Studies). Respond to
some or all of the following questions:
o How might Toyota have improved its response to this crisis?
o How does the crisis described in this article relate to the difficulties your client
company is facing?
o What else have you learned in this unit's readings and resources that is relevant
to your own Operations Improvement Plan project?
Resources
o Discussion Participation Scoring Guide.
o How Toyota Recovered From a Huge Crisis. What Can Be Learned From It.
Posted on September 23, 2015 (https://thethirdroad.com/?p=280) by ggerondeau
(https://thethirdroad.com/?author=1)
Starting in 2009, Toyota was hit by one of the biggest series of recalls in the
automotive history. Even though it was later proven that there was no intention from
Toyota to hide anything and that eventually it was established no defect affected the
electronics of the car, the damage to the company’s reputation and business was huge.
In 2007, Toyota had become the number one automotive maker in the world. This
fan.
The change in economy 2008-2011 created structural tensions that needed to be addressed, said former FED chairman Paul Volcker. Industrial complex faces dramatic changes in modus operadi. This particularly concerns value creation activities and entrepreneurship. Fostering entrepreneurship today means creation of a completely new innovation infrastructure and paradigm to support startups. A view on what is coming next is presented in this document.
24Managing Public Issues and Stakeholder Relationships.docxtamicawaysmith
24
Managing Public Issues
and Stakeholder
Relationships
Businesses today operate in an ever-changing external environment, where effective management
requires anticipating emerging public issues and engaging positively with a wide range of stakehold-
ers. Whether the issue is growing concerns about climate change, water scarcity, child labor, animal
cruelty, or consumer safety, managers must respond to the opportunities and risks it presents. To do
so effectively often requires building relationships across organizational boundaries, learning from
external stakeholders, and altering practices in response. Effective management of public issues and
stakeholder relationships builds value for the firm.
This Chapter Focuses on These Key Learning Objectives:
• Evaluating public issues and their significance to the modern corporation.
• Applying available tools or techniques to scan an organization’s multiple environments.
• Describing the steps in the issue management process and determining how to make the
process most effective.
• Identifying who is responsible for managing public issues and the skills required to do so
effectively.
• Understanding how businesses can build collaborative relationships with stakeholders through
engagement, dialogue, and network building.
• Identifying the benefits of stakeholder engagement to the business firm.
C H A P T E R T W O
Law29473_ch02_024-044.indd Page 24 29/11/12 9:13 PM user-TRVT-065Law29473_ch02_024-044.indd Page 24 29/11/12 9:13 PM user-TRVT-065 /Volumes/201/MH01821/Law29473_disk1of1/0078029473/Law29473_pagefiles/Volumes/201/MH01821/Law29473_disk1of1/0078029473/Law29473_pagefiles
Chapter 2 Managing Public Issues and Stakeholder Relationships 25
IKEA is the Scandinavian home furnishings retailer known for its distinctive yellow and
blue big-box stores and stylish, inexpensive, and environmentally sound products. The
firm’s mission is “to create a better everyday life for the many people.” In the late 1990s,
the company’s managers were startled by a documentary, broadcast on European televi-
sion, showing young children in South Asia working under deplorable conditions making
hand-woven rugs. The program named IKEA as one of several rug importers from that re-
gion. Shortly afterward, activists held protests outside several IKEA stores, demanding that
it halt child labor in its supply chain. As the company’s area manager for carpets later com-
mented, “The use of child labor was not a high-profile public issue at the time. . . . We were
caught completely unaware.”
Rather than ignore the issue, IKEA responded by sending a legal team to Geneva to
consult with the International Labour Organization. It promptly adopted a clause in all sup-
ply contracts stating that any supplier employing children under legal working age would
be immediately terminated. The company also reached out to UNICEF (the United Nations
Children’s Fund) and Save the Children ...
Rules of engagement in Services - What can we learn from conversations taking...InSites Consulting
Rules of engagement in Services by InSites Consulting. What can we learn from conversations taking place on Facebook, YouTube & Twitter? Engaging consumers is key, brands try to win the hearts of consumers through social media. What can we learn from those experiences across brands?
Kantar Media CIC继11年始,连续三年推出《社会化商业白皮书》,帮助企业从无到有建立起对中国社会化媒体和社会化商业的理解。而现在,为了帮助更多企业具象化地了解如何实施社会化商业,Kantar Media CIC正式发布《从社会化商业迈向大数据》白皮书---来自2013-2014中国企业社会化商业调研的洞察,通过对390多个覆盖超过30个行业的受访者进行在线调研,将企业各职能部门人士对社会化商业的态度和理解做出深入分析,也给正在或者即将处于社会化商业变革下的组织提供商业化进阶的建议。
2014 from social business to big data white paper insights from cic's 2013-20...Kantar Media CIC
Kantar Media CIC published “From Social Media to Social Business” white paper series from 2011, which helped enterprises develop their understanding of Chinese social media and ultimately realize their social business objectives. Nowadays, in order to promote enterprises’ implement of social business, Kantar Media CIC officially releases Social Business white paper, From Social Business to Big Data: Insights from Kantar Media CIC’s 2013-2014 China Enterprise Social Business Survey.This book conducts an online survey by distributing questionnaires among more than 390 respondents who come from over 30 industries, to collect extensive attitudes and perceptions towards social business from professionals of various functional departments,and provides suggestions for the organizations which are (or will be) undergoing social business changes.
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3. Positivity After A Crisis
Brands and Individuals Seize an Opportunity for Positive PR
Chen tweeted to Sina Weibo
that for any of his followers who
had their Japanese car smashed
during rioting, he would replace it.
Japanese cars were
targeted during a spate
of anti-Japan protests.
FAW Toyota and Canton
Steam Toyota were also
quick to offer compensation
packages to customers
whose car was damaged.
Summary
In September, rioting against the Japanese government's purchase of the Diaoyu Islands erupted in many cities across China. Rioters in the streets
soon turned their violent anti-Japan protests against Japanese car brands. Chen Guangbiao, who became China's most famous philanthropist with his
high-profile contributions to Sichuan Earthquake victims in 2008, took to Sina Weibo on Sept. 18 th to promise a new car to each of his followers
whose own Japanese car had been smashed. Toyota also published compensation schemes for the owners of attacked cars.
3
4. Positivity After A Crisis
From Crisis Comes Opportunity
Case 1
Chen Guangbiao held
a ceremony to hand over 43
new (Chinese) “Geely Emgrand”
cars to replace smashed
Japanese ones.
“Geely Emgrand” grew
significantly in the wider
public’s awareness, generating
a substantial volume of
positive comments .
Toyota’s “Zero Burden” Case 2
compensation plan was widely
promoted on television and online.
The activity had a significant and
positive effect on Toyota’s brand
image amongst Chinese netizens at
a sensitive time for Japanese
business in China. It established a
sense among netizens that Toyota is
a caring and supportive company.
CIC View
As we move through the “Web 2.0” era, crises and opportunities can be fleeting but eminently powerful.
Seeking Opportunities: Although a brand may have no direct association with a hot topic or event, through ongoing monitoring clever positioning it can leverage this opportunity,
as in Case 1, to bolster brand image and generate awareness.
Respond to Crises: Negative events can befall even the best prepared brands. However, if a brand has the tools and training to recognize an emerging crisis take swift and
positive action, as in Case 2, they can actually generate a positive image and establish their good reputation in the long term.
4
9. Shanghai:
Room 108, Building A, UDC Innovative Plaza, No.125,North Jiangsu Road
Shanghai, 200042, China
Phone: 021 - 52373860 | Fax: 021 - 52373632
Beijing:
1006 / 10F, Block C, No. 60, Dongsihuanzhong Road, Chaoyang District
Beijing, 100025, China
Phone: 010 - 59080268
This document is for private commercial use only. Distribution to third
parties and/or publication in whole or in part is strictly prohibited
without expressed written consent of CIC.
本文件是针对CIC客户的相关品牌和企业的商业文件。未经CIC的书面
许可,本文件或文件中的任何内容不得转交给第三方, 同时也不得
发表本文件或文件中的任何内容。