In this age of the social media Wild West where a company can spend significant resources responding to the endless chatter, it’s a healthy exercise to weigh what voices truly matter to your company’s reputation, and for that matter, to rank what issues directly affect your company’s reputation. This preparation of identifying “sources of excellence” will [...]
Entries Tagged as 'The public dialogue -- uncontrolled communications'
Crisis Preparation: What will trigger your Consumer Reports moment?
Toyota and the emerging challenges of global reputation management
NOTE: The following article, written in March 2010, was excerpted and published in the May 2010 issue of the Japanese magazine — Kohokaigi.
It will be many months before we can objectively assess the long-term impact of Toyota’s recall situation on the company’s reputation and its future success as a business. For now, perceptions of the [...]
Worth reading: Privacy as currency and the price of reputation
If you want to follow an emerging issue in reputation management, the growing conflict at the intersection of business interests and privacy rights is ripe for some drama. Those who manage the reputation of an organization, or who care about how reputations of individuals are formed, online and offline, should take note.
The implications of paying [...]
When Yelp.com gets yelped
Yelp.com, the popular user-written reviews and ratings site of local businesses, has been hit with a class action suit filed on February 23, 2010 claiming extortion. The suit reads: “One method Yelp uses to control content (and thereby raise or lower a business’s rating), is to promise to remove a business’s negative review or relocate [...]
It’s what you do next that counts, Tiger
Tiger Woods’ decision to hide and ask for privacy offers lessons for individuals and organizations facing the heat of unplanned attention. What are the five things he could have done better to protect his reputation?
Google: from nimbus to NIMBY
One of the reasons Google has the best reputation of any company on the globe is that the majority of customers don’t get a bill in the mail for using Google’s terrific products every day. It’s hard to gripe when you aren’t paying for something. And, it’s human nature to think highly of a provider [...]
Media gasoline on your fire?
When is does media coverage stop and media exaggeration begin? Many companies in a crisis have the feeling that their problems are being blown out of proportion as a moral lesson or to highlight an underlying issue. Others think the media just wants to heighten the entertainment value of a situation to stoke their audience [...]
Cheerleading by board of directors
Although there is always interest in using board members to bolster credibility for companies under pressure, there are pitfalls. Palm’s recent example with board member Roger McNamee exaggerating the benefits of Palm’s soon-to-be-released smartphone — the Pre — is a prime example.
Coherence counts
This month The New York Times ran a front page article on IBM’s lay-off practices and positioned IBM as the prime example of a large company seeking to stay under the radar by making scattered lay-offs that do not trigger Federal notice requirements. At year-end 2008, IBM had an employee base of 398,445; and the [...]
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