Printable Handouts

PDF

Navigable Slide Index

1. Introduction
2. The importance of reputation
3. Intangibles are a key driver of organisational value
4. Reputation as intangible asset
5. Fragility of corporate reputation
6. The benefit of the doubt
7. Reputation capital: an asset to be managed
8. Reputation is about management action
9. Surveillance of the reputational environment
10. Stakeholder mapping
11. Frameworks for tracking reputations
12. Reputational standards
13. Profiling stakeholders
14. Understanding stakeholder expectations
15. Tools to track reputations
16. Tools of the trade (1)
17. Tools of the trade (2)
18. Outcomes of stakeholder tracking
19. Stakeholder mapping by issue/stakeholder
20. Reputation drivers: internal/external perception gap
21. Reputation of steel and metals industry
22. Tracking mainstream media
23. What media analysis can tell you
24. Leading industry issues
25. Corporate communications - spokespeople
26. Media type
27. Forward-looking 'radar'
28. Tracking consumer-generated media
29. Importance of consumer-generated media
30. Journalist viewpoint on CGM
31. Blog volumes can be measured
32. A subset of stakeholder opinion
33. Researching and evaluating blogs
34. Comparing opinions
35. Benchmarking against peers
36. Tracking corporate responsibility
37. "Soft" issues are soft no longer
38. NGOs' view - "new type of risk"
39. Can CSR benefit companies financially?
40. Higher expectations of certain organisations
41. Guidance on CR communications
42. Reporting on corporate responsibility
43. The United Nations global compact principles
44. Global reporting initiative (GRI)
45. Example of reporting against sustainable criteria
46. Disaster recovery
47. The speed of reputational change
48. Cost of 'loss of reputation'
49. Measuring post-crisis best practice to restore trust
50. Creating an integrated and holistic perspective
51. Dashboards
52. Use scorecards to track relationships/reputations
53. The way forward
54. The way forward - practical suggestions
55. Importance of reputation (1)
56. Importance of reputation (2)
57. Harness research insights to guide you

Topics Covered

• The importance of reputation
• Frameworks and tools for reputation tracking
• Evaluating reputation in the media, in CGM (Citizen-Generated Media) and among stakeholders
• Tracking and reporting on corporate responsibility
• Disaster recovery
• Creating an integrated and holistic perspective
• The way forward

Links

Series:

• Improving the Customer Experience

Categories:

• Marketing & Sales

Talk Citation

Publication History

• Published on March 1, 2008