Andrew Griffin
Crisis, Issues and Reputation Management
A Handbook for PR and Communications Professionals
Andrew Griffin
Crisis, Issues and Reputation Management
A Handbook for PR and Communications Professionals
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Handle crisis effectively, learn to manage reputation, and resolve issues with minimum damage and disruption to your business with this definitive handbook.
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Handle crisis effectively, learn to manage reputation, and resolve issues with minimum damage and disruption to your business with this definitive handbook.
Produktdetails
- Produktdetails
- PR In Practice
- Verlag: Kogan Page Ltd
- Seitenzahl: 282
- Erscheinungstermin: 1. April 2014
- Englisch
- Abmessung: 234mm x 156mm x 16mm
- Gewicht: 448g
- ISBN-13: 9780749469924
- ISBN-10: 0749469927
- Artikelnr.: 39122348
- PR In Practice
- Verlag: Kogan Page Ltd
- Seitenzahl: 282
- Erscheinungstermin: 1. April 2014
- Englisch
- Abmessung: 234mm x 156mm x 16mm
- Gewicht: 448g
- ISBN-13: 9780749469924
- ISBN-10: 0749469927
- Artikelnr.: 39122348
Andrew Griffin was born in 1975 in Massachusetts. His degrees in Nuclear Engineering, Physics and Ceramic and Materials Engineering led him to New Jersey where he landed a job at Lucent Technologies' Bell Laboratories working on optical circuits. After his wife finished her PhD in Chemical and Bio-Mollecular Engineering they moved home where he started his new career: destroying things with lasers. Half of idea for his first book came to him where all ideas are born, in the shower. Where the other half came from is anyone's guess, but it was probably from watching one too many Joss Whedon shows. A fan of Science Fiction and Fantasy since almost when he learned to read, he has devoured more books than he cares to count. With a library that includes Pratchett, Rowling, Murakami, Anthony, The Eddings', Asimov, Adams and Jordan, his stories contain science that sometimes looks like magic and magic that is very no-nonsense.
Foreword
Preface
Acknowledgements
01 Reputation: what it is and why it matters
Defining reputation
Valuing reputation
From reputation management to reputation strategy
02 The challenging climate in which reputations are managed
Declining trust
Low-risk tolerance
International regulation
Local and global expectations
The information 'anarchy' of traditional and social media
Empowerment and activism
Chapter summary
03 What are the risks to reputation?
04 Externally driven issues
Societal and political attention on a broad problem
Societal and political outrage at specific organizational
behaviour/performance
Societal and political outrage at a 'new' risk imposed by an
organization/sector
Challenges in managing externally driven issues
Chapter summary
05 Internally driven issues
The 'proactive negative' internal issue
The 'proactive positive' internal issue
The 'reactive positive' internal issue
The 'reactive negative' internal issue
Crisis over-management?
Chapter summary
06 Externally driven incidents
An attack on you, or those in your care
An attack on a wider group affecting you
A political or social development endangering you, or those in your care
A natural event
Chapter summary
07 Internally driven incidents
Ten safety incidents that shaped crisis management today
Communications and the internal incident
Chapter summary
08 Interrelated risks
The international fallout of the Fukushima disaster
09 Managing reputation risk through the lifecycle
10 Predicting reputation risk
The external reputation risk radar and horizon scanning
The internal reputation risk radar
Analysing predicting risk
Scenario planning
Reputation risk assessment
Lessons from the past
Chapter summary
11 Preventing reputation risk
Reputation risk architecture - 'hard' intervention
Behavioural change through 'soft' interventions
Corporate citizenship
Chapter summary
12 Preparing for acute reputation risk
Who should own and manage crisis preparedness?
What does a crisis-ready organization look like?
Chapter summary
13 Resolving risks to reputation
Issues management/issues resolution
Issues management process
Issues management competence
Change as an issue management strategy
Chapter summary
14 Responding to immediate reputation risk
Strategic crisis decision-making
The wider crisis communications response
Crisis media management
Communications working with other functions
Chapter summary
15 Recovering from reputation damage
Reviewing performance and improving preparedness
Rebuilding trust and reputation
Changing the organization
Chapter summary
16 Where next for crisis, issues and reputation management?
Index
Preface
Acknowledgements
01 Reputation: what it is and why it matters
Defining reputation
Valuing reputation
From reputation management to reputation strategy
02 The challenging climate in which reputations are managed
Declining trust
Low-risk tolerance
International regulation
Local and global expectations
The information 'anarchy' of traditional and social media
Empowerment and activism
Chapter summary
03 What are the risks to reputation?
04 Externally driven issues
Societal and political attention on a broad problem
Societal and political outrage at specific organizational
behaviour/performance
Societal and political outrage at a 'new' risk imposed by an
organization/sector
Challenges in managing externally driven issues
Chapter summary
05 Internally driven issues
The 'proactive negative' internal issue
The 'proactive positive' internal issue
The 'reactive positive' internal issue
The 'reactive negative' internal issue
Crisis over-management?
Chapter summary
06 Externally driven incidents
An attack on you, or those in your care
An attack on a wider group affecting you
A political or social development endangering you, or those in your care
A natural event
Chapter summary
07 Internally driven incidents
Ten safety incidents that shaped crisis management today
Communications and the internal incident
Chapter summary
08 Interrelated risks
The international fallout of the Fukushima disaster
09 Managing reputation risk through the lifecycle
10 Predicting reputation risk
The external reputation risk radar and horizon scanning
The internal reputation risk radar
Analysing predicting risk
Scenario planning
Reputation risk assessment
Lessons from the past
Chapter summary
11 Preventing reputation risk
Reputation risk architecture - 'hard' intervention
Behavioural change through 'soft' interventions
Corporate citizenship
Chapter summary
12 Preparing for acute reputation risk
Who should own and manage crisis preparedness?
What does a crisis-ready organization look like?
Chapter summary
13 Resolving risks to reputation
Issues management/issues resolution
Issues management process
Issues management competence
Change as an issue management strategy
Chapter summary
14 Responding to immediate reputation risk
Strategic crisis decision-making
The wider crisis communications response
Crisis media management
Communications working with other functions
Chapter summary
15 Recovering from reputation damage
Reviewing performance and improving preparedness
Rebuilding trust and reputation
Changing the organization
Chapter summary
16 Where next for crisis, issues and reputation management?
Index
Foreword
Preface
Acknowledgements
01 Reputation: what it is and why it matters
Defining reputation
Valuing reputation
From reputation management to reputation strategy
02 The challenging climate in which reputations are managed
Declining trust
Low-risk tolerance
International regulation
Local and global expectations
The information 'anarchy' of traditional and social media
Empowerment and activism
Chapter summary
03 What are the risks to reputation?
04 Externally driven issues
Societal and political attention on a broad problem
Societal and political outrage at specific organizational
behaviour/performance
Societal and political outrage at a 'new' risk imposed by an
organization/sector
Challenges in managing externally driven issues
Chapter summary
05 Internally driven issues
The 'proactive negative' internal issue
The 'proactive positive' internal issue
The 'reactive positive' internal issue
The 'reactive negative' internal issue
Crisis over-management?
Chapter summary
06 Externally driven incidents
An attack on you, or those in your care
An attack on a wider group affecting you
A political or social development endangering you, or those in your care
A natural event
Chapter summary
07 Internally driven incidents
Ten safety incidents that shaped crisis management today
Communications and the internal incident
Chapter summary
08 Interrelated risks
The international fallout of the Fukushima disaster
09 Managing reputation risk through the lifecycle
10 Predicting reputation risk
The external reputation risk radar and horizon scanning
The internal reputation risk radar
Analysing predicting risk
Scenario planning
Reputation risk assessment
Lessons from the past
Chapter summary
11 Preventing reputation risk
Reputation risk architecture - 'hard' intervention
Behavioural change through 'soft' interventions
Corporate citizenship
Chapter summary
12 Preparing for acute reputation risk
Who should own and manage crisis preparedness?
What does a crisis-ready organization look like?
Chapter summary
13 Resolving risks to reputation
Issues management/issues resolution
Issues management process
Issues management competence
Change as an issue management strategy
Chapter summary
14 Responding to immediate reputation risk
Strategic crisis decision-making
The wider crisis communications response
Crisis media management
Communications working with other functions
Chapter summary
15 Recovering from reputation damage
Reviewing performance and improving preparedness
Rebuilding trust and reputation
Changing the organization
Chapter summary
16 Where next for crisis, issues and reputation management?
Index
Preface
Acknowledgements
01 Reputation: what it is and why it matters
Defining reputation
Valuing reputation
From reputation management to reputation strategy
02 The challenging climate in which reputations are managed
Declining trust
Low-risk tolerance
International regulation
Local and global expectations
The information 'anarchy' of traditional and social media
Empowerment and activism
Chapter summary
03 What are the risks to reputation?
04 Externally driven issues
Societal and political attention on a broad problem
Societal and political outrage at specific organizational
behaviour/performance
Societal and political outrage at a 'new' risk imposed by an
organization/sector
Challenges in managing externally driven issues
Chapter summary
05 Internally driven issues
The 'proactive negative' internal issue
The 'proactive positive' internal issue
The 'reactive positive' internal issue
The 'reactive negative' internal issue
Crisis over-management?
Chapter summary
06 Externally driven incidents
An attack on you, or those in your care
An attack on a wider group affecting you
A political or social development endangering you, or those in your care
A natural event
Chapter summary
07 Internally driven incidents
Ten safety incidents that shaped crisis management today
Communications and the internal incident
Chapter summary
08 Interrelated risks
The international fallout of the Fukushima disaster
09 Managing reputation risk through the lifecycle
10 Predicting reputation risk
The external reputation risk radar and horizon scanning
The internal reputation risk radar
Analysing predicting risk
Scenario planning
Reputation risk assessment
Lessons from the past
Chapter summary
11 Preventing reputation risk
Reputation risk architecture - 'hard' intervention
Behavioural change through 'soft' interventions
Corporate citizenship
Chapter summary
12 Preparing for acute reputation risk
Who should own and manage crisis preparedness?
What does a crisis-ready organization look like?
Chapter summary
13 Resolving risks to reputation
Issues management/issues resolution
Issues management process
Issues management competence
Change as an issue management strategy
Chapter summary
14 Responding to immediate reputation risk
Strategic crisis decision-making
The wider crisis communications response
Crisis media management
Communications working with other functions
Chapter summary
15 Recovering from reputation damage
Reviewing performance and improving preparedness
Rebuilding trust and reputation
Changing the organization
Chapter summary
16 Where next for crisis, issues and reputation management?
Index