Crisis, Issues and Reputation Management

A Handbook for PR and Communications Professionals

Andrew Griffin

• Publisher: Kogan Page
• Year: 2014
• Print ISBN: 9780749469924
• eBook ISBN: 9780749469931
• Edition: 1
• Topic: Business
• Subtopic: Decision Making
• Index: Business

Handling a crisis and knowing how to manage the potential reputational damage that can occur has become a top priority for all businesses. Learn from international brands like Nestle, Unilever, McDonalds, Cadbury, RBS and more, to discover the value of reputation management and how to effectively and proactively approach the Corporate Social Responsibility of your business. Whether it is an internal or external crisis, now more than ever brands and organizations are having to understand and respond rapidly to shifting public values, rising expectations, demands for public consultation and increasingly intrusive news media. Crisis, Issues and Reputation Management defines and explores the value of reputation, providing practical guidelines for effective reputation management that will resolve issues with minimum damage and disruption to the business. Showcasing a variety of crises through a range of case studies from international brands including Nestle, Unilever, General Electric, McDonald's, Coca-cola, Cadbury, Tesco, Pan Am, RBS and more, this definitive handbook provides a new and broader perspective on the topic for new and seasoned practitioners alike.Practical and accessible, it outlines a comprehensive approach to managing situations that may turn into crises - and handling crises once they occur.

INDEX

(italics indicate a figure or table in the text)

activism (i)

airlines (i)

alcoholic drinks industry (i)

Alstead, Troy (i)

Amazon (i), (ii), (iii)

Anderson, Warren (i)

Anonymous (i)

Anvil Mining (i), (ii)

anti-bribery legislation (i)

Apple (i), (ii)

Arab Spring (i), (ii)

Arbour, Louise (i)

Arison, Micky (i)

Arthur Andersen (i)

Atlantic City Electric (i)

Aznar, President José María (i)

banks (i)

Barclays (i), (ii)

LIBOR fixing (i), (ii), (iii), (iv), (v)

Salz Review (i)

‘Transform’ programme (i), (ii)

BASF (i)

Begg, Professor David (i)

behaviour in the corporate context (i), (ii), (iii)

change (i)

Bhopal (i)

Bishop, Sir Michael (i), (ii)

Blood, Robert (i)

Boynton, Judy (i), (ii), (iii)

BP (i), (ii), (iii), (iv)

Deepwater Horizon oil spill (i), (ii), (iii), (iv), (v), (vi), (vii), (viii)

Texas City Refinery (i), (ii), (iii), (iv)

brand (i)

British Airways (BA) (i)

British Broadcasting Corporation (BBC) (i), (ii), (iii), (iv)

crisis management and (i)

British Midland (i), (ii), (iii)

Brittin, Matt (i)

Brooks, Rebekah (i), (ii)

Browne, Lord (i), (ii)

BT ...

Table of contents

• Cover
• Title Page
• Imprint
• Dedication
• Contents
• Series
• Foreword by Anne Gregory
• Foreword by Mike Regester
• Preface
• Acknowledgements
• 01 Reputation: what it is and why it matters
• 02 The challenging climate in which reputations are managed
• 03 What are the risks to reputation?
• 04 Externally driven issues
• 05 Internally driven issues
• 06 Externally driven incidents
• 07 Internally driven incidents
• 08 Interrelated risks
• 09 Managing reputation risk through the life cycle
• 10 Predicting reputation risk
• 11 Preventing reputation risk
• 12 Preparing for acute reputation risk
• 13 Resolving risks to reputation
• 14 Responding to immediate reputation risk
• 15 Recovering from reputation damage
• 16 Where next for crisis, issues and reputation management?
• Index
• Full imprint