This document discusses crisis communications strategies and reputation management. It provides an example of how a luxury brand used monitoring tools to track stakeholder perceptions online and offline. Key points included identifying important stakeholders, issues, and media sources to monitor discussions across different languages and locations. Outcomes included detecting both risks, like customer dissatisfaction, and opportunities, such as identifying opinion leaders to engage. The document advocates using technology to comprehensively track reputational risk worldwide and measure the impact of communications strategies.
This document discusses crisis communications strategies and reputation management. It provides an example of how a luxury brand used monitoring tools to track stakeholder perceptions online and offline. Key points included identifying important stakeholders, issues, and media sources to monitor discussions in multiple languages. Tracking this information helped the brand address a crisis and capitalize on an opportunity. The document advocates using technology to systematically listen to stakeholders, measure communications impacts, and optimize engagement strategies.
Adi & Hobby_2013_Social Media in Higher EducationAna ADI
The document summarizes a case study conducted by Bournemouth University to evaluate social media monitoring tools for higher education marketing and communications. Three tools - Meltwater Buzz, Hootsuite, and Vocus - were tested over one month by monitoring conversations and engagement related to the university. Meltwater Buzz provided the most in-depth search functions, analysis tools, and mined the widest range of platforms. However, none of the tools searched country-specific social networks or non-English languages. The study implications include considering access, resources, languages, and developing a comprehensive social media strategy aligned with organizational goals.
Social media provides opportunities for businesses to engage with customers and communities. Effective social media programs involve developing a strategy, integrating social media into business functions, managing engagement, and measuring results. Key elements include defining goals, appointing leadership, establishing policies, identifying communities, developing content and measuring metrics like engagement, mentions and conversions. Tools like Twitter, Facebook, forums and alerts can help monitor conversations and spread content.
Amec metrics & Internet measuring tools prmeeting2013 by mariavecinomariavecino.com
This document analyzes 35 tools for measuring and evaluating public relations via the internet. It examines each tool's description, services, pricing, data collection methods, depth of analysis, supported languages, levels of PR evaluation, orientation towards PR professionals, and integration of industry standards. The conclusion is that while many tools exist, an ideal tool for PR professionals would offer mixed quantitative/qualitative analysis, key metrics dashboards, optimization for Spanish, integration with other organizational data, and adherence to standards. For those without resources for top tools, a mix of free and low-cost options can provide minimum evaluation needs.
1. The document discusses how social media can be used as marketing tools for small and medium-sized enterprises (SMEs). It provides examples of SMEs that have successfully used social media for marketing.
2. Some effective social media marketing strategies discussed are using social media for public relations, reaching influencers, personalizing customer experiences, and tapping into customer creativity.
3. Case studies are presented of companies like Blendtec and Red Scarf Equestrian that saw increased sales and brand awareness by actively engaging customers on social media.
another project by my group... "Achievers ".... its related to E-marketing plan... of twitter...
hope you will get to learn from these slides as well....
This document discusses crisis communications strategies and reputation management. It provides an example of how a luxury brand used monitoring tools to track stakeholder perceptions online and offline. Key points included identifying important stakeholders, issues, and media sources to monitor discussions in multiple languages. Tracking this information helped the brand address a crisis and capitalize on an opportunity. The document advocates using technology to systematically listen to stakeholders, measure communications impacts, and optimize engagement strategies.
Adi & Hobby_2013_Social Media in Higher EducationAna ADI
The document summarizes a case study conducted by Bournemouth University to evaluate social media monitoring tools for higher education marketing and communications. Three tools - Meltwater Buzz, Hootsuite, and Vocus - were tested over one month by monitoring conversations and engagement related to the university. Meltwater Buzz provided the most in-depth search functions, analysis tools, and mined the widest range of platforms. However, none of the tools searched country-specific social networks or non-English languages. The study implications include considering access, resources, languages, and developing a comprehensive social media strategy aligned with organizational goals.
Social media provides opportunities for businesses to engage with customers and communities. Effective social media programs involve developing a strategy, integrating social media into business functions, managing engagement, and measuring results. Key elements include defining goals, appointing leadership, establishing policies, identifying communities, developing content and measuring metrics like engagement, mentions and conversions. Tools like Twitter, Facebook, forums and alerts can help monitor conversations and spread content.
Amec metrics & Internet measuring tools prmeeting2013 by mariavecinomariavecino.com
This document analyzes 35 tools for measuring and evaluating public relations via the internet. It examines each tool's description, services, pricing, data collection methods, depth of analysis, supported languages, levels of PR evaluation, orientation towards PR professionals, and integration of industry standards. The conclusion is that while many tools exist, an ideal tool for PR professionals would offer mixed quantitative/qualitative analysis, key metrics dashboards, optimization for Spanish, integration with other organizational data, and adherence to standards. For those without resources for top tools, a mix of free and low-cost options can provide minimum evaluation needs.
1. The document discusses how social media can be used as marketing tools for small and medium-sized enterprises (SMEs). It provides examples of SMEs that have successfully used social media for marketing.
2. Some effective social media marketing strategies discussed are using social media for public relations, reaching influencers, personalizing customer experiences, and tapping into customer creativity.
3. Case studies are presented of companies like Blendtec and Red Scarf Equestrian that saw increased sales and brand awareness by actively engaging customers on social media.
another project by my group... "Achievers ".... its related to E-marketing plan... of twitter...
hope you will get to learn from these slides as well....
Japan has mountainous terrain with easy access to the ocean and relatively isolated from Asia, with fertile land and plentiful rainfall. Key aspects of early Japanese history include Emperor Jimmu and the three imperial symbols, the introduction of Buddhism in 538 AD, the centralization of state power modeled after China including Confucianism, and the move of the capital to Kyoto which marked the peak of classical Japanese culture before the rise of military clans.
The Jesuit Relations document discusses the interactions between Jesuit missionaries and native tribes in New France such as the Montagnais and Huron. It describes how the Montagnais engaged in trading with the Jesuits and were viewed as more clever than European peasants. It also outlines some of the Huron's peculiar language practices and conjugation, their creation beliefs involving figures like Aataentsic and Tsouhendaia, and their tradition of large communal feasts.
EffectiveUI Lead Mobile Developer John Blanco gives a brief introduction to Mate and explores why we need it. This presentation also reviews problems with Cairngorm and PureMVC.
Baba Studio bervisi menjadi perusahaan teknologi informasi terkemuka di Indonesia dan dunia. Misi utamanya adalah memberdayakan masyarakat melalui pendidikan teknologi informasi, pelatihan kewirausahaan, dan otomatisasi pekerjaan. Perusahaan ini telah meraih berbagai penghargaan dan melayani klien besar.
The document contains random characters and phrases with no clear meaning or narrative. It does not provide any essential information that could be summarized coherently in 3 sentences or less.
The document discusses problems with traditional school discipline methods like suspension, noting that students often see suspensions as vacations and do not learn lessons from them. It provides suspension data for several school districts showing high suspension rates. It then proposes adopting a restorative justice disciplinary program, where students work to remedy harms rather than face punishment. The document describes restorative justice programs at two Colorado schools that have reduced suspensions and changed student behavior.
REVSocial Media Group - Why Every Business Needs to Get SocialWarren Daly
This document discusses why every business needs to engage in social media. It outlines the benefits of social media marketing, including increased traffic, search engine optimization, higher converting traffic, and reputation and brand growth. The document provides tips on developing a social media strategy, including identifying goals and target audiences, choosing appropriate platforms, and implementing listening and engagement strategies. It also addresses concerns about the costs and challenges of social media, and provides best practices for leveraging social media to help businesses.
This document discusses the Kay Review of UK equity markets and long-term decision making. It provides an overview of the Kay Review's analysis that short-termism is a problem in UK equity markets. The Review made 17 recommendations to address misaligned incentives and restore long-term decision making, including improving stewardship codes and disclosure requirements. The UK government responded positively but calls for further reviews. Industry reactions were mixed, with some seeing the recommendations as underwhelming and not substantive enough to restore trust.
Computers started becoming popular with businesses in the 1960s and widespread in homes and schools in the 1980s. People now use computers for many purposes like banking, education, research, engineering, design, law enforcement, the military and more. Computers require both hardware, like processors, memory, and peripheral devices, as well as software programs and operating systems to function. Early pioneers invented the foundations of modern computers, but it was not until integrated circuits and transistors that computers became small enough for personal use in the 1970s and 1980s.
Brand thinking can transform a business by acting as an organizing principle that drives the business from the inside out, defines cultural norms, and tells employees how to deliver. Brands also carry a huge amount of information to many people in a concise way, encapsulating ideas that energize, focus, and generate action. For a 50-year-old news company, developing a strong brand helped position them for new markets and fueled their next stage of growth by providing an internal reference point and external image.
La naturaleza es un tema amplio que abarca muchos aspectos. Luis Genry Serrano Mora es un experto en revisoría fiscal en España. El documento probablemente contenga información sobre temas relacionados con la naturaleza y la experiencia laboral de Luis Genry Serrano Mora en revisoría fiscal.
The document summarizes the changes to the UK's National Curriculum for 14-19 year olds. The reforms aim to create a less complex system that offers more choices for students, such as diploma qualifications combining practical and theoretical learning. The changes also seek to keep students in education longer through new options like apprenticeships and foundation learning programs. The overall goal is to help students of all academic levels qualify for higher education or employment.
This document contains contact information for Gaurav Walia including his address, email, phone number, and mobile number. It lists his address as 59/32 New Rohtak Road in New Delhi, India. It provides his email address as gaurav.walia@taxmann.com and includes his phone number as 011-45562222 and mobile number as 9911743555.
The colonists who settled Jamestown, Virginia expected easy trade with native tribes but faced many hardships. They struggled with starvation after their ships got lost, and the settlement lacked proper defenses against Indian attacks. Many colonists died from diseases and contaminated water after initially focusing on building the settlement rather than defenses.
This document outlines the goals and responsibilities of serving and protecting a community through policing. It aims to reduce public fears, protect both businesses and individuals, build a better community through outreach, and ensure safety so no more lives are lost.
Jeffrey George Wilbert was born on April 26th, 1917 in Carleton Place, Ontario. He attended local schools until 1937 and then enlisted in the Royal Canadian Air Force in 1940 at age 22. As an air observer, his role was to observe airspace around aircraft and assist pilots. On August 8th, 1941, Jeffrey died during air operations in Germany at age 24 while fighting in World War 2. He is buried at the Uden War Cemetery in the Netherlands.
This review covers some of the more popular diets currently being sold in the marketplace. Low fat, low carb, blood type, detox and balanced nutrient ratios are all covered.
The document discusses how social media can help small and medium enterprises (SMEs) overcome barriers to export growth. It provides examples of how SMEs can use social media to develop a global mindset, conduct export market research using monitoring tools, and build a quality international customer base. Specific tools and platforms mentioned include general export support sites, online marketplaces, industry-specific communities, and social media monitoring tools from companies like Social Radar and Radian6. The document emphasizes that social media, when used effectively, can provide market intelligence, customer insights, networking opportunities, and improved sales and marketing to support SME internationalization.
This document contains confidential information and intellectual property belonging to I-D Media AG. Any copying of the information without written permission is strictly prohibited. The document discusses I-D Media AG's web screening services which allow clients to monitor discussions across the internet in order to understand customer opinions, identify trends, benchmark competitors and optimize products and branding. The services provide marketing-focused reports and analytics to help clients improve communication and business strategies.
Japan has mountainous terrain with easy access to the ocean and relatively isolated from Asia, with fertile land and plentiful rainfall. Key aspects of early Japanese history include Emperor Jimmu and the three imperial symbols, the introduction of Buddhism in 538 AD, the centralization of state power modeled after China including Confucianism, and the move of the capital to Kyoto which marked the peak of classical Japanese culture before the rise of military clans.
The Jesuit Relations document discusses the interactions between Jesuit missionaries and native tribes in New France such as the Montagnais and Huron. It describes how the Montagnais engaged in trading with the Jesuits and were viewed as more clever than European peasants. It also outlines some of the Huron's peculiar language practices and conjugation, their creation beliefs involving figures like Aataentsic and Tsouhendaia, and their tradition of large communal feasts.
EffectiveUI Lead Mobile Developer John Blanco gives a brief introduction to Mate and explores why we need it. This presentation also reviews problems with Cairngorm and PureMVC.
Baba Studio bervisi menjadi perusahaan teknologi informasi terkemuka di Indonesia dan dunia. Misi utamanya adalah memberdayakan masyarakat melalui pendidikan teknologi informasi, pelatihan kewirausahaan, dan otomatisasi pekerjaan. Perusahaan ini telah meraih berbagai penghargaan dan melayani klien besar.
The document contains random characters and phrases with no clear meaning or narrative. It does not provide any essential information that could be summarized coherently in 3 sentences or less.
The document discusses problems with traditional school discipline methods like suspension, noting that students often see suspensions as vacations and do not learn lessons from them. It provides suspension data for several school districts showing high suspension rates. It then proposes adopting a restorative justice disciplinary program, where students work to remedy harms rather than face punishment. The document describes restorative justice programs at two Colorado schools that have reduced suspensions and changed student behavior.
REVSocial Media Group - Why Every Business Needs to Get SocialWarren Daly
This document discusses why every business needs to engage in social media. It outlines the benefits of social media marketing, including increased traffic, search engine optimization, higher converting traffic, and reputation and brand growth. The document provides tips on developing a social media strategy, including identifying goals and target audiences, choosing appropriate platforms, and implementing listening and engagement strategies. It also addresses concerns about the costs and challenges of social media, and provides best practices for leveraging social media to help businesses.
This document discusses the Kay Review of UK equity markets and long-term decision making. It provides an overview of the Kay Review's analysis that short-termism is a problem in UK equity markets. The Review made 17 recommendations to address misaligned incentives and restore long-term decision making, including improving stewardship codes and disclosure requirements. The UK government responded positively but calls for further reviews. Industry reactions were mixed, with some seeing the recommendations as underwhelming and not substantive enough to restore trust.
Computers started becoming popular with businesses in the 1960s and widespread in homes and schools in the 1980s. People now use computers for many purposes like banking, education, research, engineering, design, law enforcement, the military and more. Computers require both hardware, like processors, memory, and peripheral devices, as well as software programs and operating systems to function. Early pioneers invented the foundations of modern computers, but it was not until integrated circuits and transistors that computers became small enough for personal use in the 1970s and 1980s.
Brand thinking can transform a business by acting as an organizing principle that drives the business from the inside out, defines cultural norms, and tells employees how to deliver. Brands also carry a huge amount of information to many people in a concise way, encapsulating ideas that energize, focus, and generate action. For a 50-year-old news company, developing a strong brand helped position them for new markets and fueled their next stage of growth by providing an internal reference point and external image.
La naturaleza es un tema amplio que abarca muchos aspectos. Luis Genry Serrano Mora es un experto en revisoría fiscal en España. El documento probablemente contenga información sobre temas relacionados con la naturaleza y la experiencia laboral de Luis Genry Serrano Mora en revisoría fiscal.
The document summarizes the changes to the UK's National Curriculum for 14-19 year olds. The reforms aim to create a less complex system that offers more choices for students, such as diploma qualifications combining practical and theoretical learning. The changes also seek to keep students in education longer through new options like apprenticeships and foundation learning programs. The overall goal is to help students of all academic levels qualify for higher education or employment.
This document contains contact information for Gaurav Walia including his address, email, phone number, and mobile number. It lists his address as 59/32 New Rohtak Road in New Delhi, India. It provides his email address as gaurav.walia@taxmann.com and includes his phone number as 011-45562222 and mobile number as 9911743555.
The colonists who settled Jamestown, Virginia expected easy trade with native tribes but faced many hardships. They struggled with starvation after their ships got lost, and the settlement lacked proper defenses against Indian attacks. Many colonists died from diseases and contaminated water after initially focusing on building the settlement rather than defenses.
This document outlines the goals and responsibilities of serving and protecting a community through policing. It aims to reduce public fears, protect both businesses and individuals, build a better community through outreach, and ensure safety so no more lives are lost.
Jeffrey George Wilbert was born on April 26th, 1917 in Carleton Place, Ontario. He attended local schools until 1937 and then enlisted in the Royal Canadian Air Force in 1940 at age 22. As an air observer, his role was to observe airspace around aircraft and assist pilots. On August 8th, 1941, Jeffrey died during air operations in Germany at age 24 while fighting in World War 2. He is buried at the Uden War Cemetery in the Netherlands.
This review covers some of the more popular diets currently being sold in the marketplace. Low fat, low carb, blood type, detox and balanced nutrient ratios are all covered.
The document discusses how social media can help small and medium enterprises (SMEs) overcome barriers to export growth. It provides examples of how SMEs can use social media to develop a global mindset, conduct export market research using monitoring tools, and build a quality international customer base. Specific tools and platforms mentioned include general export support sites, online marketplaces, industry-specific communities, and social media monitoring tools from companies like Social Radar and Radian6. The document emphasizes that social media, when used effectively, can provide market intelligence, customer insights, networking opportunities, and improved sales and marketing to support SME internationalization.
This document contains confidential information and intellectual property belonging to I-D Media AG. Any copying of the information without written permission is strictly prohibited. The document discusses I-D Media AG's web screening services which allow clients to monitor discussions across the internet in order to understand customer opinions, identify trends, benchmark competitors and optimize products and branding. The services provide marketing-focused reports and analytics to help clients improve communication and business strategies.
Desarrollo de social media en los canales de ventaEmpresas 2.0
This document discusses developing social media as a sales channel. It covers topics like what social media is, leveraging it as a sales channel, developing a strong framework, measuring results, and recommendations. Examples are provided of travel companies using social media campaigns successfully. The document emphasizes developing integrated social media solutions to enable product discovery, research, sharing, and transactions. It also stresses the importance of social media analytics and measuring the impact on organizations and customers.
The document discusses the impact of Web 2.0 on public relations and how to develop an online PR strategy. It covers auditing the online environment, tools and tactics for online PR, and measuring results. It emphasizes listening to stakeholders, identifying influencers, engaging multiple audiences, and measuring outputs and outcomes of engagements.
Torque social media marketing for lawyersKevin Masi
The document discusses social media marketing strategies. It recommends first discovering target customers and users through social listening, then engaging with them by offering helpful resources over 2 months. In the next 2 months, the goal is to build trust and convert customers by providing more useful content. Key platforms are analyzed to find the most engaged audiences. An example program is given for a law firm to amplify existing content and lawyers' networks on LinkedIn. Regular sharing is suggested to drive greater visibility, conversations and new business.
SocialHeat: SOCIAL LISTENING & MARKET INTELLIGENCEVũ Văn Hiển
The document discusses the services provided by YouNet Group, including social listening and market intelligence, social media analytics, enterprise social intranets, and building niche social networks. YouNet Media helps companies manage online reputation, understand customer feedback, and engage customers on social media through social customer care and social CRM. It provides details on social media research methodology, automatic categorization and sentiment analysis of customer feedback, identification of influencers and trends, and audience profiling for regional insights.
This document discusses Smart Commute's social media strategy for transportation demand management (TDM) outreach and campaigns. It defines social media, explains why Smart Commute uses social media to reach younger audiences and build community, and outlines its approach to creating content pools and communication pipelines to engage people. The document also covers establishing a consistent online identity, promoting social media channels, addressing challenges like monitoring effectiveness, and next steps such as developing mobile apps and content.
This document defines social media and discusses how businesses can use major platforms like Facebook, YouTube, blogs, LinkedIn and Twitter for marketing and engagement. It outlines incentives for businesses to use free social media tools, and how they can increase brand exposure, market products/services, gain customer insights and increase satisfaction. While social media provides opportunities, its effective management requires balancing promotion with moderation, and measuring returns can be challenging without standardized metrics. Overall social media creates new ways for businesses to build online relationships and engage in digital communities.
Whitevector analyzes social media to help consumer brands improve marketing. It collects comments from sources like blogs, forums and social networks. Analysts analyze the comments for things like visibility, influential sites/keywords, and sentiment. Clients get access to an online service and reports. Weekly reports help with customer service and reputation by spotting discussion trends. Monthly reports analyze brand and category discussions over time and against competitors to help with marketing measurement, identifying opportunities, and modifying messaging. The service includes human analysis summaries and continuous online dashboard access with weekly and monthly emailed summaries.
Webinar: Futuro of Social Media by Fernando PoloGood Rebels
The document discusses the future of social media from marketing, social, and human-centered perspectives. It outlines key developments in social media since 2003 including the rise of social ads, influencer marketing, visual content, AI/bots, fake news, digital detox, privacy issues, and content moderation. It discusses trends like messenger apps surpassing social networks, the growth of artificial intelligence on social platforms, and the importance of influence. The document advocates for more human-centered organizations that engage customers, employees and citizens.
The document provides an overview of a social analytics company called PeopleBrowsr and its services. It analyzes over 30 terabytes of social media data from sources like Twitter, Facebook, and indexes it to track topics, influencers, communities and their sentiments. It uses this data to help enterprises run targeted social media campaigns, identify brand champions, build audiences and measure campaign performance. It provides services like custom reports, API access, and command centers to strategize and execute social media strategies.
Making Global Campaigns Relevant For Local B2B ClientsVivastream
1. The document provides 10 tips for making global campaigns relevant for local B2B clients, including thinking globally by creating a consistent global message while allowing for localization, studying the local ecosystem, involving local teams, and building metrics by country.
2. It recommends developing partnerships locally, having a social media strategy that can be adapted locally, acting locally through events and exhibitions, and integrating global marketing campaigns across channels.
3. The final tips are to run efficient PR campaigns, celebrate successes worldwide to strengthen relationships, and remain actively engaged with clients globally.
The New World Of Digital, Content And Social Media Marketing And The Relevanc...Midas Touch Consultants
This is an introductory session outlining the reasons manufacturing or B2B services organizations should consider for diving into the digital, content or social world. It identifies some of the popular channels and various content options to consider. There is then, an exploration of how B2B Sales has changed with the influence of social media.
Social media can play an important role in emergency management by facilitating the rapid sharing of information. During disasters, people increasingly turn to social platforms to request and receive assistance. Agencies have leveraged social media to issue alerts, coordinate relief efforts, and communicate with affected communities during events like earthquakes, wildfires, and medical emergencies. However, establishing an effective emergency response strategy requires overcoming challenges like verifying information and maintaining knowledge over time.
5 ways to convert social media in to smart marketing strategyCam Parker
How to use social data insights for campaign strategies, implementation, media planning, development and reporting. 1. The 3 Ls of media analysis. 2. Social media audit. 3. Social media listening and analysis. 4. Insights and reporting. 5. Earned media value
Social media refers to internet- and mobile-based tools used to share and discuss information among people. It is a marketing tool that can be used to engage customers, generate awareness, and make money. While forms of social interaction have always existed, modern social media allows real-time sharing of information with broad audiences. Examples like Facebook, Twitter, YouTube and Wikipedia show that social media is highly relevant, with billions of active users and growing importance in how information is consumed and brands are perceived. Social media matters to business because consumers now research products online and businesses need to actively engage customers through these new channels.
Social media refers to internet- and mobile-based tools used to share and discuss information among people. It is a marketing tool that can be used to engage customers, generate awareness, and make money. Several examples of popular social media sites are provided that demonstrate the large number of active users and relevance for businesses. Effective social media use requires identifying appropriate tools to engage customers, integrating social media into business operations, and determining metrics to measure success.
Title: Brand Matters
In this 60 minute intro session, you will learn a general overview of how to create, launch and maintain your brand and why your brand awareness affects how much capital you will get.
- Why your brand matters and how it impacts your success
- Creating & defining your brand
- Launching your brand publicly
- How to build your brand on social networks such as Twitter, Facebook, & Linkedin
In following sessions we will dive deeper into each social network and discuss how to make the most of each social platform.
This document proposes a vision for integrating social media data with traditional marketing approaches to improve targeting, personalization, and measurement of ROI. It notes that while social media use is growing rapidly, marketers have been reluctant to use it due to lack of familiarity, difficulty measuring ROI, and lack of suitable technology. The document outlines an approach with three components: detecting consumer intent from social data and tying it to customer records, using multidimensional analytics to understand consumers, and automating personalized multi-channel campaigns. Examples are provided of how social data could be combined with traditional data to build affinity maps and target consumers. The approach aims to leverage timely consumer signals from social media at scale across channels.
Similar to Social Media in a Corporate Context 2010 - Leesa Fogarty, Augure (20)
Boots and Macmillan: working together to improve the lives of everyone living...Communicate Magazine
Boots UK and Macmillan Cancer Support united in partnership in 2009 to achieve a single game changing ambition; to help people affected by cancer access specialist information and support on the high street.
By leveraging the expertise and passion within both organisations, they created life-changing cancer support services delivered in a retail setting for the first time. There are now over 2,000 Boots Macmillan Information Pharmacists working in-store every day, and over 400 Boots Macmillan Beauty Advisors are helping people manage the visible side effects of cancer.
Hear from Rowena Howell, partnership services manager at Macmillan and Oonagh Turnbull, head of CSR at Boots UK on how this long-standing partnership is working to benefit so many people every day. Learn how they companies work together to combine their assets and knowledge to help people affected by cancer more powerfully than they could alone.
Starting with 8.5 tonnes of general waste going to landfill, the Fresh Olive Company implemented an environmental campaign to achieve zero landfill status. Being a food manufacturer with 130 employees it was imperative the employees get on board and fully back the initiative. This was both an environmental and internal communications challenge.
Working closely with Veris, they developed a creative stakeholder communications programme – Ready, Steady, Green! that was fun and resulted in operational improvements. The programme educated and inspired employees to do more with less through interactive workshops and visual communications tools. The interest and enthusiasm of the employees is maintained with additional seasonal campaigns.
The results were impressive, with green behaviours being embedded as a central focus of the business. Zero landfill status has been achieved, items have been donated to local charities and inedible food waste is now sent to Anaerobic Digestion which saves an impressive amount of carbon. Together, they proved that sustainable behaviours don’t need to be tedious or boring.
Presented by Stuart Goodman, stakeholder engagement specialist, Veris Strategies
Tata Consultancy Services:The digital skills gap: bring the voice of 90 milli...Communicate Magazine
Tata Consultancy Services, a leading IT services firm, took a youthful approach to highlighting its work across Europe and generating brand awareness with senior public figures and decision makers. A youth and technology themed thought leadership campaign was an ideal fit with TCS – 70% of its global workforce is under the age of 30 and the company has strong working relationships with over 200 European schools.
The campaign also provided the perfect opportunity for TCS to showcase its stalwart support for the digital industry and young talent. The cornerstone of the campaign was a study of Europe’s youth and their attitudes to work and technology, featuring contributions from leading stakeholders including European government bodies, academics and businesses.
The results were impressive. Key partnerships were established, TCS’s image was strengthened, client engagement levels were at 92 % and the social media campaign was widely praised in the traditional press.
Presented by Ashish Babu, director of communications,Tata Consultancy Services
Coutts and National Portrait Gallery: Grayson Perry: Who Are You? - Corporate...Communicate Magazine
Coutts has long supported the arts industry with sponsorship programmes running over the past 300 years. From Octoober 2014 to March 2015, Coutts was the headline sponsor of the fascinating Grayson Perry: Who are you? exhibition at the National Portrait Gallery.
Grayson Perry's exhibition display featured Britons that embody a particular potent aspect of contemporary British identity. Coutts used its association with the exhibition to highlight its specialist interests – investing through art and philanthropy – while also championing the important role of the arts in the economy. The sponsorship has resulted in almost 300,000 visitors attending the display, with 96% of them would recommend the exhibition to a friends or family.
Presented by Jennifer Sofianou, the marketing business partner, Coutts
The Build-It Programe - Corporate Engagement Awards 2015 winnerCommunicate Magazine
Launched in April 2013, the Build-It programme was co-created by London Youth and social innovation agency Cospa.
Benefitting 1,500 young people in south London over an initial two-year period, the Build-it programme gives young people the chance to learn trade and building skills and access employment opportunities by working on the regeneration of social housing and empty homes within their local communities.
Build-It is supported by two key corporate partners, building contractors Keepmoat and Mears, along with other cross-sector organisations. The programme ensured each of the partner’s met their own individual objectives. Ranging from improved housing stock for Lambeth council to improving the skills of work ready young people in apprenticeships and the career development of young people. Each objective was useful for the local community and taught key skills to disadvantaged young people.
Tim Reading, director of Cospa and one of its partners will join us to tell their compelling story about bringing together the local community and corporate partners to get young people learning how to build and use their skills to regenerate social housing.
How to convey your brand through digital investor relations? BTCommunicate Magazine
The document discusses BT's approach to evolving their annual report to better communicate with shareholders and investors. BT aims to balance the needs of retail shareholders with analysts and institutional investors. Their approach includes combining the annual report and Form 20-F into a multi-format report available online, in PDF, print and accessible formats. The report is also aligned with BT's corporate brand and website. BT has introduced richer media like video messages and theme-based case studies. They will continue to listen to audience feedback and may include more video, animation and social media, while not adopting a dedicated app for now.
How to convey your brand through digital investor relations? BritvicCommunicate Magazine
Slides from a presentation made by Stephen Nightingale, director of investor relations at Britvic, at the evolution of the annual report on 30 September 2015.
Corporate Reporting and Human Capital - Employer branding in human capitalCommunicate Magazine
A large portion of a brand's identity derives from its staff, which is why it is so important to manage and measure your employer brand.
Through collaboration with Communicate magazine, Emperor and Rethink Group researched
how organisations in the UK and Ireland are succeeding in employer brand management and where there's room for improvement. They looked at how companies invest in employer brand management and whether organisations report on its human capital within its annual report.
The session discussed the findings of the research and highlighted areas for improvement.
www.communicatemagazine.co.uk/humancapital
Corporate Reporting and Human Capital - People and the search for transparenc...Communicate Magazine
Ian McDonald Wood, research and consulting director, FutureValue
The past year has seen major changes in reporting, with greater requirements needing to be encorported in companies’ strategic reports due to the recent modification to The Companies Act 2006 legislation. Explaining specific aspects of intangible assets has always been a key area in the narrative report in previous years, so what's changed?
The 'people and the search for transparency in corporate reporting' session was led by those who shape the reporting process. The IIRC works to ensure integrated reporting is embedded into mainstream business practice, the FRC sets standards for corporate reporting and FutureValue are content specialists who help businesses develop meaningful content and narrative in their reports.
The session explored how listed companies are responding to legislative changes and how they are successfully integrating them into their annual reports to produce clear and concise documents.
www.communicatemagazine.co.uk/humancapital
Lloyds Banking Group won the top award of Strategic Leadership for displaying outstanding quality in its strategic framework, including clarity of strategic thinking, an integrated strategic model, and clear communication of strategy over past, present and future. Provident Financial Group won Best Business Model for its comprehensive exposition of its business model as the foundation of strategy. ARM Holdings won Best Key Performance Indicators for its set of KPIs that are central to its strategic management process. Fresnillo won Best Strategic Risk for its comprehensive evaluation of risk. Marks and Spencer Group won Best Strategic Capability for focusing on capabilities required for sustained strategic success. Coca-Cola HBC AG won Best Shared Strategic Value for its integrated reporting
Reputation in Oil, Gas and Mining 2014: How to engage employees when undergoi...Communicate Magazine
Wael Allahou, corporate communications executive, EQUATE Petrochemical Co
A company’s reputation is of the utmost importance to both internal and external audiences. When EQUATE Petrochemical Company went through a brand refresh – identifying new brand behaviours and modernising its logo, it was important to get its employees involved. As a global company with over 2,000 employees, a comprehensive internal comms strategy around the rebrand and behaviours was vital. Wael Allahou, corporate communications executive at EQUATE, shares the story of how employees were engaged and inspired by an internal communications programme which included the prize of a trip to NASA for astronaut training and a zero gravity flight.
Ashley Shackleton, external affairs Officer, Oil & Gas UK
The oil and gas industry is by some margin the single largest industrial contributor to the UK economy. In addition to its economic contribution, and its role in protecting energy security, the industry is a world class driver of innovation in UK science and technology. The oil and gas industry also creates and sustains an impressive number of skilled and valued jobs. Unfortunately these facts are not well known or understood. By proudly and consistently telling our story we will raise awareness about our contribution, improve understanding of what we contribute, and ensure we attain the support and recognition we need to thrive as an industry. This session will explore the public’s perceptions of the UK oil and gas industry and how we may hope to change them.
Reputation in Oil, Gas and Mining 2014: Trust as a Business DriverCommunicate Magazine
Rishi Bhattacharya, managing director energy & industrials, Edelman
Why Trust? Trust is a crucial asset. It is essential to protect, nurture and enhance trust in order to be successful in today’s complex operating environment. It is crucial for all organisations, but especially those operating in the energy sector.
In this session, and based on the findings of the annual Edelman Trust Barometer, we explore the role of trust in moving a business from having a licence to operate, to having a licence to lead. Through a short presentation, panel discussion and Q&A we explore the state of trust, the interaction between business, government, NGOs and the media, how to go about building trust and its importance to the bottom line.
Reputation in Oil, Gas and Mining 2014: Why does brand matter for extractive ...Communicate Magazine
Ian Louden, head of brand at ArcelorMittal, explores the relationship between brand and reputation. He suggests that now, more than ever, the brand that matters is the one that lives in the heads of stakeholders, not the one that the CEO or brand manager dreams of having.
Today, what stakeholders think about companies, in both their minds and hearts, can make the difference between advocacy and preference or opposition and rejection. Great brands – the kind for which stakeholders give the benefit of the doubt when a crisis comes – are earned as a consequence of the company’s actions and behaviours.
Reputation in Oil Gas and Mining 2014: Reputation, reputation risk and reputa...Communicate Magazine
Andrew Griffin, chief executive, Regester Larkin
Setting the scene for the conference, this opening session looks at three key concepts: reputation, reputation risk and reputation management. Using a new categorisation model, the session focuses on the origins of reputation risk before looking at how risks can be managed through the lifecycle. Andrew Griffin, CEO of Regester Larkin and author of Crisis, Issues and Reputation Management, shares his insight and experience.
Reputation in Oil, Gas and Mining 2014: NGOs vs the extractives Communicate Magazine
Robert Blood, managing director, SIGWATCH
Activist groups are often at the top the reputation risks list for extractive companies, including those groups supporting everything from environmental change to wildlife protection. Communicating with these groups requires attention to CSR programmes, effective public affairs and stakeholder engagement on numerous levels.
Robert Blood, managing director of SIGWATCH, explains where NGOs are trying to take the industry and what can be learned from their campaign strategies and tactics.
Reputation in Oil, Gas and Mining 2014: Communicating on corporate ethicsCommunicate Magazine
Michelle Witton, compliance officer, ENRC
The relationship between communications and compliance is crucial to communicating key messages to both internal and external stakeholders regarding the company’s code of conduct and corporate values. Michelle Witton, compliance lawyer at the Eurasian Natural Resources Corporation explores the importance of the relationship between communications and compliance. In this session she shares her first-hand experience working on Anglo American’s anti-corruption programme.
3. Agenda
New Crisis Communications landscape
Crisis Communications vs Reputation Management
How to track Reputation/CC effectively on the web?
– Who
– What
– When
– Where
– How
Business Case: International Luxury Group
4. Context
Our client, a leader in the luxury business, had to deal with:
A crisis:
One of its brands has launched a limited edition of one of its products, dedicated to a high profile
national figure in a local market. Local Media and Social Media denounced it to protect their
national hero, who was an active supporter of a simple way of life. The brand was forced to
freeze the launch of this product.
An opportunity:
A Chinese couple, traveling in Paris, had a very good experience with a sales representative from
one of their Boutiques. On their return to Beijing, they posted a positive review on relevant
forums. The boutique manager received more than 100 phone calls from China a few hours
after the reviews had been posted. Everyone now wants to deal with this sales representative.
5. Before Social Media…
Limited number of sources
1.Press & mass media
2.Web
3. Official documents
4.Intranet
5. Informal networks
Limited number of
stakeholders
1.Customers
2.Employees
3.Providers
4.Regulatory bodies
5.Government bodies
6.Audit & Advisory firms
6. After Social Media
New Stakeholders
1.Customers
2.Employees
3.Providers
4.Regulatory bodies
5.Government bodies
6.Audit & Advisory firms
7.Professional associations &
networks
8.Media
9. Activists
10.NGOs…
New Sources…
1.Press & mass media
2.Web
3. Official documents
4.Intranet
5. Informal networks
6. Blogs
7. Forums
8. Facebook
9. Twitter…
New SUBJECTS to deal with
1.Strategy
2. CSR
3. Innovation
4.Compliance
5. Product quality
6. Governance
7. Leadership
7. Local NGO
Website
BBC
Whistle Blower
a.k.a.
security guard,
employee
Press Release
or Conference
with
Local Media
Local NGO
Local News
Blog Translators
Press Release
or
Conference
International
NGOs
International
Media
International
Blogs
International
NGO Website
Day 1
Day 6-7
Day 4-5
Day 8: A Bad Day at
Headquarters
A Bad Day at HQ
8. Aligned HQ & Markets Global PR & Product PR
Objective:
1 – Provide HQ with worldwide clippings consolidation platform
2 – Provide HQ with consistent media analysis throughout all markets
3 – Provide markets with PR operational solution to enhance productivity & efficiency
Challenges:
1 – Integrate 17+ clipping providers worldwide
2 – Organize indexation + valuation services in 25 languages
3 – Reduce analysis costs – 110 000 clips
Benefits:
1 – Weekly exhaustive media analysis & pressbook (inline)
2 - Risk analysis
3 - Product & Event AVE analysis
4 – 100% automated process
Phase 1
International PR Project Cartier
9. HQ & Markets Global PR Solution
Objective:
1 – Provide HQ with worldwide monitoring platform
2 – Provide HQ with consistent analysis throughout all markets online/offline
3 – Provide markets with communications operational solution to enhance productivity
& efficiency
Challenges:
1 – Different risks/opportunities across countries, cultures and languages
2 - Myriad of online monitoring local providers and agencies
3 – Too much information
Benefits:
1 – Weekly exhaustive media analysis & pressbook (inline)
2 - Emerging Risk Analysis
3 - Product & Event AVE analysis
4 – 100% automated process
Phase 2
10. Proactive management strategies can yield a competitive advantage
Latent/ emerging
issue
Public issue Politicized
issue
Legislative/
Regulatory issue
Traditional Public Affairs/
Lobbying initiatives
Stakeholder Engagement Zone
Broad Communication Zone
Traditional PR
Stakeholder and Issue Engagement Lifecycle
Issue Cycle
Early Warning Zone
Issue Response Strategy
1. Reduce uncertainty in the
planning process
2. Select highest impact issues
3. Gain additional lead time
4. Transform trends into
opportunities
5. Attune to emerging societal
expectations
Corporate Opportunity
Proactive corporate
communications programs
11. New Challenges, New Solutions
Connect to the right
Stakeholder Audience
Orchestrate Effective
National & Global
Infrastructure
Measure
Communications
Success
Identified
Collected
Tiered
Maintained
+
=
Communications
Management Platform
Enabled teams and
processes
Proactive engagement
Increased impact of
communication
Measurable success
Corporate
Communications
Portfolio
12. Crisis intelligence or reputation?
Crisis Intelligence
Reputation
Objectives
Monitoring and
Analysis of the Crisis
Understand
Stakeholders
Perceptions
Value of Information
INSIGHT
CREDIBILITY
RELEVANCE
IMPACT
INFLUENCE
SEGMENTATION
13. Who, What, Where, Where, How
How to effectively track
your reputational risk in
times of crisis?
15. Connected to Stakeholders
Comprehensive
centralised database of
government, academic,
NGOs and other
stakeholders
Customized and
segmented by role,
organization, priority, etc
Custom ‘On-demand’
audience collection
service
Automatically refreshed
and updated
Country Level
Local
Level
18. Where?
EDITORIAL
MIX
UGC
Personal, activist
blogs…
Forums, newsgroups &
BBS
Social Networks
Twitter – Experts
Twitter – personal
accounts
Professional &
expert blogs
Wikipedia
Analyst Research
Participatory Journalism
Online Press Specialized press
Corporate,
institutional
websites
Specialized
websites
Comments
19. How?
Listen to pertinent signals!
Smart Indexing Technology qualitatively enriches
information and allows users access to relevant
selected topics.
Measure your reputational impact!
Automatically calculate the sentiment of articles
in your target languages (including Mandarin,
Arabic and Russian) allowing users to measure
reputational impact.
Monitor sources which deserve it!
An Influence Rating provides a rank and weight to
online material to measure the impact of these
sources. Based on specific parameters it allows
users to segment dedicated website sources where
you and your competitors are positioning.
Track your Reputation Worldwide!
Your technology should be familiar with Latin
and Non-Latin characters and alphabet enabling
competitive intelligence professionals to track
and measure their markets and reputation in
these markets
Multilingual Monitoring
Sentiment AnalysisSmart Indexing Technology (SIT)
Influence Rating (IR)
20. Engagement with Stakeholders Offline
•Online engagement platform to
outreach on crisis scenarios
•Drive fast, personalized mass
communications
•Push Technology, flexible
outreach (email, mail, fax, SMS)
•Web based for access
anywhere
•Relationship tracking and
history
Polic
y
upda
te
Lates
t
resea
rch
pieceEvent
invite
Happ
y
B-day
Fast, Personalized mass
communications
Push Technology, Flexible sending (email,
mail, fax, SMS), Mass-customization
(names, titles, protocols, etc)
Event Management
Ex. Speaking Tours, seminars, Key
Opinion Leader Liaison programs
Project / Campaign management
Roles, owners, content, activities, targets, etc
Brand, data, issue, product,
crisis driven communications
leveraging:
• Trade shows
• Opinion Leader Liaison
programs
• CSR campaigns &
materials
• Diamond awareness
programs
• Communiqués
• Mailings
• Road shows (speaker
tours)
• Information meetings
• Seminars
• 1:1, 1: few meetings
Educate | Inform | Motivate | Activate | Maintain
21. A 3-step approach
…
EDITORIAL
ZONE MIXTE
UGC
Personal, activist
blogs…
Forums, newsgroups &
BBS
Social Networks
Twitter – Experts
Twitter – personal
accounts
Professional &
expert blogs
Wikipedia
News websites
Participatory Journalism
Online Press Specialized press
Corporate,
institutional
websites
Specialized
websites
Comments
EDITORIAL
ZONE MIXTE
UGC
Personal, activist
blogs…
Forums, newsgroups &
BBS
Social Networks
Twitter – Experts
Twitter – personal
accounts
Professional &
expert blogs
Wikipedia
News websites
Participatory Journalism
Online Press Specialized press
Corporate,
institutional
websites
Specialized
websites
Comments
ALERTS
REFERENCE
PANEL MAINSTREAM
Engagement with Stakeholders Online
27. An example of search string
• CSR :("social response*" or CSR or "sustainable development" or "responsible metal*
sourcing" or (green w/4 (policy or responsib* or behaviour* or practice*)) or ((environment*
atleast/2 environment*) or "environment* protection" or "working environment") or "blood
diamond*" or "conflict diamond*" or (war W/2 diamond*) or "conflict gold" or ((gold or
gem* or "precious stone*" or diamond* or ruby or rubies) w/4 (extract* or exploit* or
"worker* right*" or "working condition*" or "human health" or "human right*")) or ethic* or
recycl* or fundraising or (child* w/4 (labour or work)) or (carbon W/3 (neutral or offset* or
emission* or reduction or footprint)) or "climate change" or ((environmental or social or
ethical) pre/1 (impact* or performance or project*)) or "employee engagement" or
(renewable pre/2 (energ* or waste)) or "greehouse gas" or "product disposal" or (water
pre/3 (usage or wast* or consumption or contamin* or pollution)) or "responsible sourcing"
or "mining practice*" or ((mercury or cyanide or chemical*) W/5 (pollution OR contamination
OR environment OR ecology OR soiling OR discharge)) or (contamin* W/4 (soil or air)) or
"sulfuric acid drainage" or "waste material*" or "toxic chemical*" or disciminati* or racis* or
"animal abuse" or peta or (diamond W/3 transparency) or "conflict free diamonds" or "rough
diamond act" or ("diamond trade" w/5 (traffic* or illicit*)))
28. Outcomes
• Examples of detected risks:
No VIP lines in Japanese shops => Customer Dissatisfaction
Lack of washing instruction labels on clothes => major Customs Problem
Carving up living animals by a supplier’s subcontractor => Media Crisis
with NGO
• Examples of detected opportunities:
Identification of opinion leaders in forums to launch an online campaign
Detect worst and best practices to help the brand create its fan page on
Facebook
Identification of best practices in the boutique of a competitor, which can
directly be adapted to our customer’s best practices.
29. Yes No
Product Launch
Event. Cocktail.
Dinner. Speech
and off home.
7 AM
Lunch meeting
with Tier 1 Opinion
leader. Who last
met him? Who can
brief me?
Pick up red phone for
crisis in Denmark. Which
favourable opinion
leaders could help the
local team?
Project planning
Bloggers Campaign.
How can we
escalate our
influence?Catch up on
online news and
alerts on Social
Media. Get ready
for meetings &
Q2 report.
Check event
registration
for Regional
Authority
roundtable.
Mail new CSR initiative to
1236 European officials,
955 journalists...and
tweet it to 400
followers!
9 AM 11 AM 1 PM 3 PM 5 PM 8 PM
Wake. Grab
coffee. Scan
Blackberry &
press review
for any issues.
Now with the right tools, the new day in the life…
31. Understanding and
optimizing the impact of
Campaigns; Monthly,
Day to Day
Dashboard Categories
1) Elite Audience Profile – Tier,
Organization
2) Elite Audience Profile - Topic of
Interest
3) Outreach Profile - by Audience,
Campaign and Program
4) Outreach Profile – by Activity
Measured Outcomes- 360° program visibility
Execution metrics (coverage of
material issues, communications
received, delivery metrics, timing,
frequency, channel, preferred
source)
Quality Metrics (quality of the
messages/substance of
communications
Relevance Metrics (relevance,
usefulness of communications)
Influence Metrics (contribution of
communication to change in perception,
commitment level, behavior)
Periodic Measurements ("Pulse" or
"snapshot" measurements, formal
assessments)
Activities Output Outcomes
32. Takeouts
• Good crisis mgt is all about preparedness
• Practice is as important as the plan
• Show empathy, manage expectations and “reach out”.
• Be ready with an effective response.
• Invest in the appropriate technology to analyse your
stakeholders responses to your crisis management tactics
across all communications channels.
33. It takes 20 years to
build a reputation and
five minutes to ruin it.
If you think about it,
you'll do things
differently
- Warren Buffett
34. Thank you…
Leesa Fogarty
Vice President
Northern Europe & APAC
Augure UK Limited
Leesa.Fogarty@augure.com
+44 (0) 7970 621188
Editor's Notes
While all crises are unique, they share these traits: “the element of surprise” “insufficient information” “quick pace of events” “intense scrutiny”That Intense Scrutiny is Linked to New Communication Channels and Media – Social Media.Not all “Problems” Constitute a “Crisis”. By asking yourself, if the problem threatens to :severely affect the organization’s normal workflow and distract senior management2) affect the organization’s financial well being?3) hurt the organization’s image and reputation in the eyes of critical constituencies?
Early Warning Zone:Identify, monitor & select issues for action by probability of occurrence & estimated severity of impactIssue Response Strategy From proactive to interactive to accommodative to reactiveStakeholder Engagement ZoneBroad Communication ZoneTraditional Public Affairs/ Lobbying initiatives to create, change or defeat issue legislation
StrengthsWhat is your company’s message and promise to your stakeholders on this issue?ImprovementsDo our stakeholder perceptions reflect our message and promise?How do the media and other intermediaries describe us?Have we identified gaps between intent and perceptionIssuesAre your strategies consistent across stakeholders and regions?Are our communications across the value chain consistent?
The perceptions of the way this company acts as an organization and how it operates within the context of the issues facing the sector could have been negative resulting in significant cost increases and prospective loss of competitive advantage.A large difference in market capital vs. reputational capital has led to significant strategic risks in 3 principle areas:ReputationSustainabilityLicense to operate
Alerts from Google, YouTube, Twitter, RSS etcReference panel of all key topics, entitiesMainstream monitoring sources such as User Generated Content, Mixed Media and Editorial
.
It is not necessarily the reality of how a business manages a crisis that will determine its fate. It's how the organisation is perceived to have managed the crisis: in many ways a crisis turns into a very public, very high stakes audit of management's competence. Get it right and the organisation's reputation and value can be enhanced; get it wrong and serious – and sometimes terminal damage – can result.Monitor your stakeholders, review the influence of your activities, measure the impacts and benchmark.
Good crisis management is all about preparedness. An army spend its life to participate in exercises before it goes to war. In crisis Management practice is as important as the plan.It makes all the difference if a company is ready for all aspects of crisis management, leadership, structure, competence, process. Many companies are ready to face an emergency operationally or a business threat — with a business continuity plan — but not all are ready to defend their reputations in the face of extreme public scrutiny.Characteristics of effective Crisis Management EffortsPlace high value on issue managementThe most effective crisis management takes place before the problem escalates out of control during the "incubation" phase. Some of the biggest potential crises have been identified and addressed before they ever escalated out of control: this is crisis management at its best. This requires an organisational culture that is vigilant for potential crises, has open lines of communication from staff to management, and a willingness to address unpleasant truths. Central to Toyota's problem was its perceived delay in identifying and addressing the situation in the first place. Whatever Toyota says now, and however well it acts, there is a perception from its stakeholders that it ignored the problem until it was forced to take action. Corporate denial appears to have been the order of the day, with the company following the advice of the Japanese proverb: "If it stinks, put a lid on it."Show empathy, manage expectations and reach out. Be ready with an effective response.
Reputation Management is not just for the world’s largest companies…