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Real-time Reputation Specialty Offers Integrated Platform for Corporate Affairs 29/06/2010

Posted by Corneel Maes in Uncategorized.
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Porter Novelli today announced a new specialty created to help clients manage crises and competitive threats in the era of social media.  The agency’s Real-time Reputation Specialty is an end-to-end solution that includes everything from achieving crisis preparedness to corporate reputation repair after an incident.

The new reputation management group provides for fully integrated reputation management and is led by an integrated team of specialists in corporate communications and social media.  The group will work with Porter Novelli’s senior corporate communicators and their clients to anticipate adverse events and move rapidly – within minutes – to manage emergencies, using an integrated approach of both on-line and off-line channels and employing both conventional and digital means to mitigate possible damage to corporate reputations.

“Recent news events have demonstrated something we have seen for some time,” said Gary Stockman, CEO of Porter Novelli.  “A world where social media can damage hard-won reputations in mere minutes requires a fundamentally different way to practice crisis communications, one that pairs the speed and reach of social media itself with the insights and judgment of seasoned crisis communications specialists.”

“Consumers have become more demanding in their opinion about companies and their products and less tolerant when something goes wrong.” says Corneel Maes, Crisis Communication Expert at Porter Novelli. “Therefore companies need to manage their reputation more actively and, in case of an incident, be prepared to respond in the traditional and the social media within a very short time frame.”

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Porter Novelli Real-time Reputation Specialty Offers Integrated Platform for Corporate Affairs 29/06/2010

Posted by Corneel Maes in Uncategorized.
add a comment

Porter Novelli today announced a new specialty created to help clients manage crises and competitive threats in the era of social media.  The agency’s Real-time Reputation Specialty is an end-to-end solution that includes everything from achieving crisis preparedness to corporate reputation repair after an incident.

 The new reputation management group provides for fully integrated reputation management and is led by an integrated team of specialists in corporate communications and social media.  The group will work with Porter Novelli’s senior corporate communicators and their clients to anticipate adverse events and move rapidly – within minutes – to manage emergencies, using an integrated approach of both on-line and off-line channels and employing both conventional and digital means to mitigate possible damage to corporate reputations.

“Recent news events have demonstrated something we have seen for some time,” said Gary Stockman, CEO of Porter Novelli.  “A world where social media can damage hard-won reputations in mere minutes requires a fundamentally different way to practice crisis communications, one that pairs the speed and reach of social media itself with the insights and judgment of seasoned crisis communications specialists.”

“Consumers have become more demanding in their opinion about companies and their products and less tolerant when something goes wrong.” says Corneel Maes, Crisis Communication Expert at Porter Novelli. “Therefore companies need to manage their reputation more actively and, in case of an incident, be prepared to respond in the traditional and the social media within a very short time frame.”

http://pnintelligentdialogue.be/?p=726

High time BP reviews the basic rules of crisis communications 10/06/2010

Posted by Corneel Maes in Uncategorized.
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BP keeps working its way through its worst nightmare, no doubt about that. I wonder whether they – or any of their competitors for all that matters – have ever been serious about preparing for the impossible, for the unconceivable. It may sound silly, but isn’t that what crisis preparedness is all about?  Never mess around with Murphy’s Law… And yet, it seems that the ultimate crisis scenario (a leaking well, completely out of control) was not in the crisis preparedness books at BP. Definitely not at the engineering level, let alone in the communications department.

 What we’ve seen over the past 50 days is a crippled organization, as winged as the poor pelicans and seabirds they are accountable for. While struggling to close the leaking well in a tragic trial and error engineering process, properly communicating about it seems an even bigger challenge for BP.

The company’s inability to communicate transparently about the three key questions – What happened? What are you doing about it? How will you contain the impact? – has become the story in the digital media. Twitter took over and BP has completely lost grips on its reputation and credibility by starting crisis communications off the wrong foot. It will take their so carefully built market value and brand value to an unprecedented low for a long time.

The fake BP announcement in Dutch newspapers saying “SORRY” (with an asterisk referring to a footnote reading : “but you wanted to get cheaper oil”), shows that the brand has now been completely hacked.  The world is at war against BP – as a company, as a brand, as a member of the community.   

 To me, these are the top 3 management behaviors that should never be overruled in a crisis:
1)      Be reassuring but only promise what you are sure you can deliver
2)      Say what you do and do what you say
3)      Be perceived as part of the solution, not the problem

To date, my score for BP on each of these behaviors is below average, to say the least. It’s high time BP reviews the basic rules of crisis communications and lives up to them.