Acknowledgements | p. vii |
Introduction | p. 1 |
Reputation management today | p. 9 |
Reputation terminology | p. 11 |
Reputation evaluation | p. 12 |
Joined-up thinking? | p. 16 |
Aspects of managing reputation risk | p. 18 |
Reputation management: some company caricatures | p. 25 |
Summary | p. 18 |
The Corporation under fire | p. 31 |
The world is freer and smaller | p. 34 |
It is a world of fear | p. 36 |
It is a world of information | p. 39 |
Individuals are empowered | p. 48 |
NGOs are empowered | p. 50 |
Governments remain powerful, whilst corporate power is waning | p. 53 |
TomorrowÆs world | p. 56 |
Summary | p. 58 |
Regaining the reputation initiative | p. 61 |
Changing the corporate mindset | p. 64 |
Putting reputation at the heart of the business | p. 72 |
Redrawing the corporate stakeholder map and engagement plan | p. 75 |
Summary | p. 77 |
Crisis management-leadership in a tried and tested system | p. 79 |
Crisis management-easy in theory | p. 80 |
Crisis management is about substance, not spin | p. 83 |
YouÆre not alone | p. 89 |
Prepare your people as well as your process | p. 92 |
Practice makes perfect | p. 94 |
Leadership is the key differentiator | p. 96 |
Crisis management-an action plan for change | p. 106 |
Issues management-shaping the agenda | p. 111 |
Issues management-difficult in theory | p. 113 |
Categorizing and prioritizing issues | p. 114 |
Issues management is as important as crisis management, but requires different skills and tools | p. 117 |
Local issues can now have global consequences | p. 120 |
Issues management is about agenda control | p. 121 |
Global issues need (uncharacteristic) long-term thinking | p. 127 |
Social responsibility-your initiatives on your initiative | p. 137 |
What is CSR? | p. 139 |
CSR is about business, but not controlled by business | p. 140 |
CSR does not shield companies from reputation risk | p. 144 |
CSR reports are a waste of time and trees | p. 152 |
The concept of corporate citizenship is more helpful than that of CSR | p. 154 |
Performance matters more | p. 155 |
Turning the corner-the corporation on the couch | p. 161 |
Notes from the psychologistÆs couch | p. 161 |
Follow change or make change? | p. 162 |
Leading change in reputation management | p. 163 |
Further reading and information | p. 165 |
Index | p. 169 |
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