Taking a fresh look at reputation

Under Pressure 16 August 2024

Taking a fresh look at reputation

In recent years we have seen a number of scandals that have developed when organisation’s prioritised their reputation above dealing with challenging situations. From the Post Office Horizon IT situation through to health related scandals, they have all led to significant criticism that decisions were made to protect the reputation of those who were under pressure. So does reputation have any part to play when dealing with crises and critical incidents?

It is a question that I consider at length in my new book that is due to be published in early November this year. Strategic Reputation Management has been a real challenge to write as I have questioned my approach to crisis communication, issues management and public relations. We are living through a time where trust in organisations and institutions is in short supply. Building a reputation needs more a strong narrative or PR approach.

For me developing a positive reputation is a strategic function that should be of importance to all senior leaders. It is about a lot more than words. It is about actions and an approach that builds the trust and confidence. But you can find out more about that when the book comes out later this year.

My five points to consider are:

1. Do leaders view reputation as the thing that the PR team do?

2. Is protecting the business’ reputation the primary aim when tackling a crisis?

3. When problems happen does the business boost the communications or listen to the issues being raised?

4. Are reputational risks part of the risk management processes?

5. Do staff avoid raising concerns because of the impact it may have on the reputation?

If your answer is yes to any of these then it may be time to reconsider how reputation is viewed and addressed.

Riots - the aftermath

The recent riots in the UK have sparked a huge amount of debate about the motivations of those taking part, the role of social media and the long term implications of what happened. But while the UK is working out what comes next the impact of social media is being felt in other parts of the world. The role of social media was also under the spotlight following violent riots in Bangladesh. A recent article from an academic analysing the situation was shared online here.

Crisis advice for small businesses

Amanda is running a session for businesses in Greater Manchester at the end of September. The session has been organised with the GM Business Growth Hub and looks at what to do when a crisis threatens your reputation. Amanda was given support through the hub and is delighted to be able to give something back that can help other businesses navigate through challenging times. To find out more click here.

Future Training

After a successful Developing a Crisis Communication Strategy training session this week, the final two sessions Amanda is running in 2024 take place on 17 October and 20 November. The 17 October session is devoted to a really important subject given recent events - Social Media in a Crisis. The final session of the year is on 20 November and is a Crisis Communication Exercise where you can test your decision making in a safe environment working through a scenario. To find out more email office@amandacolemancomms.co.uk

In Brief:

• An article in East Texas News considers the communication during disasters and emergencies finding a combination of infrastructure failures and a lack of trust impacts on people feeling uninformed. Find out more here.

• Amateur radio enthusiasts are said to have an important role in communication during an emergency in this CBS report. Find out more here.

• A recent report looking at the size of the mass notification system market has found the market is poised to reach a market size of US$30.558 billion in 2029. Find out more here.

• Wildfires have forced people out of their homes in Greece. Flames have reached 80 feet as the fires swept villages north of Athens. Read more here.

• Forbes published an article this week looking at preventable crises and the importance of removing the small problems that can come together to create a crisis. Check it out here.

• Research found that an overwhelming majority of parents want schools to be mandated to provide emergency responders with immediate access to security cameras. Find out more here.

Diary Dates:

• Amanda will be running the popular half day session on Developing a Communication Strategy for the PRCA on Tuesday 17 September. To find out more about the session click here.

• A 90 minute crisis management webinar from Amanda will take place on Tuesday 17 September. The session provided through the PRCA looks at preparing, responding and recovering from challenging situations. Find out more here.