Contents
Foreword by Anne Gregory
Foreword by Mike Regester
Preface
Acknowledgements
1. Reputation: what it is and why it matters
-Defining reputation
-Valuing reputation
-From reputation management to reputation strategy
2. 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
3. What are the risks to reputation?
4. 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
5. Internally driven issues
-The‘proactive negative’internal issue
-The‘proactive positive’internal issue
-The‘reactive positive’internal issue
-The‘reactive negative' internal issue
-Chapter summary
6. 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
7. Internally driven incidents
-Ten safety incidents that shaped crisis management today
-Communications and the internal incident
-Chapter summary
8. Interrelated risks
9. Managing reputation risk through the life cycle
10. Predicting reputation risk
-The external reputation risk radar and horizon scanning
-The internal reputation risk radar
-Analysing risk
-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
-Issue strategy development
-A (short) note on communicating risk
-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
