Manual Winning the Reputation Game: Creating Stakeholder Value and Competitive Advantage

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Recommended tactics for each stakeholder group

What ebook winning the reputation of name page; you? And public expectations are rising all the time, particularly because of technology. First it was the hour news networks. Then it was the Internet.

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It lets others control the story and suggests the organization has yet to gain control of the situation. Crisis preparation will make it easier for crisis managers to respond quickly. Obviously accuracy is important anytime an organization communicates with publics. People want accurate information about what happened and how that event might affect them. Because of the time pressure in a crisis, there is a risk of inaccurate information. If mistakes are made, they must be corrected. However, inaccuracies make an organization look inconsistent.

Incorrect statements must be corrected making an organization appear to be incompetent. The philosophy of speaking with one voice in a crisis is a way to maintain accuracy. Speaking with one voice does not mean only one person speaks for the organization for the duration of the crisis.

Ebook Winning The Reputation Game Creating Stakeholder Value And Competitive Advantage

As Barton notes, it is physically impossible to expect one person to speak for an organization if a crisis lasts for over a day. Watch news coverage of a crisis and you most likely will see multiple people speak. The news media want to ask questions of experts so they may need to talk to a person in operations or one from security. The crisis team needs to share information so that different people can still convey a consistent message.

The spokespersons should be briefed on the same information and the key points the organization is trying to convey in the messages. The public relations department should be instrumental in preparing the spokespersons.

Ideally, potential spokespersons are trained and practice media relations skills prior to any crisis. The focus during a crisis then should be on the key information to be delivered rather than how to handle the media.

Reputation Strategy and Analytics in a Hyper-Connected World [Hardcover]

Once more preparation helps by making sure the various spokespersons have the proper media relations training and skills. Quickness and accuracy play an important role in public safety. When public safety is a concern, people need to know what they must do to protect themselves. Sturges refer to this information as instructing information. Instructing information must be quick and accurate to be useful. For instance, people must know as soon as possible not to eat contaminated foods or to shelter-in-place during a chemical release.

Beyond corporate social responsibility: Integrated external engagement

A slow or inaccurate response can increase the risk of injuries and possibly deaths. Quick actions can also save money by preventing further damage and protecting reputations by showing that the organization is in control. However, speed is meaningless if the information is wrong. Inaccurate information can increase rather than decrease the threat to public safety. The news media are drawn to crises and are a useful way to reach a wide array of publics quickly.

4.1 Introduction

So it is logical that crisis response research has devoted considerable attention to media relations. Media relations allows crisis managers to reach a wide range of stakeholders fast. Fast and wide ranging is perfect for public safety—get the message out quickly and to as many people as possible.

Clearly there is a waste as non-targets receive the message but speed and reach are more important at the initial stage of the crisis. However, the news media is not the only channel crisis managers can and should use to reach stakeholders. Web sites, social media, Intranet sites, enterprise social network, and mass notification systems add to the news media coverage and help to provide a quick response.

Crisis managers can supply greater amounts of their own information on a web site. The evidence for social media is not as clear but a similar pattern does seem to be emerging. Mass notification systems deliver short messages to specific individuals through a mix of phone, text messaging, voice messages, and e-mail. The systems also allow people to send responses. Victims are the people that are hurt or inconvenienced in some way by the crisis. Victims might have lost money, become ill, had to evacuate, or suffered property damage. Kellerman details when it is appropriate to express regret.

Expressions of concern help to lessen reputational damage and to reduce financial losses. Experimental studies by Coombs and Holladay and by Dean found that organizations did experience less reputational damage when an expression of concern is offered verses a response lacking an expression of concern.

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Cohen examined legal cases and found early expressions of concern help to reduce the number and amount of claims made against an organization for the crisis. Many other studies support the value of a victim, focus e. However, Tyler reminds us that there are limits to expressions of concern. Lawyers may try to use expressions of concern as admissions of guilt.

A number of states have laws that protect expressions of concern from being used against an organization. Another concern is that as more crisis managers express concern, the expressions of concern may lose their effect of people. Hearit cautions that expressions of concern will seem too routine.

Still, a failure to provide a routine response could hurt an organization. Hence, expressions of concern may be expected and provide little benefit when used but can inflict damage when not used. His strongest lesson was that crisis managers should never forget employees are important publics during a crisis. The Business Roundtable and Corporate Leadership Council remind us that employees need to know what happened, what they should do, and how the crisis will affect them.