The Key Pillars of Reputation Management
Identify risk and threat:
Are you in an industry that is experiencing negative publicity? Are you in a high-risk industry or targeted industry such as medical or financial? Is your industry or business experiencing turmoil such as cutbacks or employee termination?
What you may not realize is that greatest risk comes from the inside; your own employees, customers, even friends and family. It may be intentional and malicious, but it may be seemingly innocent and unforeseen. It can be a data security breach, an email, a social media post and it can be an unguarded comment made by a senior staff member over a drink after work. Therefore, it is important that the first step toward reputation management is:
Assess the situation and level of risk. This is done through employee surveys, customer/client surveys, one-on-one meetings with key stakeholders and staff, environmental analysis, social media analysis, online monitoring.
- Voters (political)
- Opinion leaders/media
Stakeholder engagement strategies to improve and protect reputation.
Once level of risk has been determined, we consider the vulnerability of the company. Understand the level of risk, how it may take place and how it will impact the business.
- Preparedness: do you have a plan?
- Monitor: are you listening?
- Communication travels fast, and bad news travels faster
- Research and Assess
- Strategize Action Plan