How to build trust and a healthy reputation

CPC& BUILDING TRUST AND A HEALTHY REPUTATION FROM THE GET-GO Paperclip HK November 23, 2015 CPC& WHO AM I TO SAY? charliepownall.com CPC& charliepownall.com CPC& ‘People build brands as birds build nests, from the scraps and straws we chance upon’ Jeremy Bullmore charliepownall.com CPC& YIN & YANG OF REPUTATION - UBER charliepownall.com CPC& charliepownall.com CPC& SEVEN Cs OF A HEALTHY REPUTATION Customer – product, experience Culture – values, leadership Control – governance, privacy Capability – strategy, operations Consistency – actions, communications Consideration – listening, responsiveness Candidness – transparency, openness charliepownall.com CPC& TRANSPARENCY charliepownall.com CPC& OPENNESS charliepownall.com CPC& EFFECTIVE PROTECTION AND DEFENCE charliepownall.com 10 CPC& TYPES OF ONLINE THREATS LEGAL STRATEGIC SOCIAL OPERATIONAL BEHAVIOURAL FINANCIAL ENVIRONMENTAL TECHNOLOGICAL © CPC & Associates charliepownall.com 11 CPC& TYPES OF NEGATIVE SITUATIONS CRISIS PROBLEM ISSUE - SEVERITY + INCIDENT © CPC & Associates charliepownall.com LONGEVITY + 12 CPC& ASSESSING ESCALATING ONLINE THREATS QUALITATIVE QUANTITATIVE VISIBILITY TONE MOTIVATION RELATIONSHIPS VIRALITY INFLUENCE VALIDITY CONTEXT IMPACT ON BUSINESS & REPUTATION © CPC & Associates charliepownall.com 13 CPC& FORMULATING THE RIGHT RESPONSE BUSINESS TECHNOLOGICAL COMMS LEGAL © CPC & Associates charliepownall.com 14 CPC& SOME ONLINE RESPONSE OPTIONS BLOCK REMOVE MINIMISE HIDE LEAVE SHARE SUPPRESS RETRACT RECTIFY RE-FRAME LITIGATE ARBITRATE AFFIRM EXPLAIN NEGOTIATE REFRAME DEFLECT DENY © CPC & Associates charliepownall.com 15 CPC& charliepownall.com 16 CPC& charliepownall.com 17 CPC& charliepownall.com 18 CPC& FIVE Cs OF CRISIS COMMUNICATIONS Concern – for those affected Commitment – to help however possible Control – at the most senior level Confidence – but not arrogance Competence – in how to handle a crisis charliepownall.com 19 CPC& YOU WILL SURVIVE ONLINE IF YOU… • • • • • Listen carefully Think laterally Prepare properly Move quickly Play it straight charliepownall.com 20 CPC& QUESTIONS? charliepownall.com 21 CPC& GET IN TOUCH Charlie Pownall CPC & Associates 3F, Nam Wo Hong Building 148 Wing Lok Street Hong Kong Tel (HK): +852 6013 6201 Tel (UK): +44 7073 379 989 charliepownall.com cp@charliepownall.com charliepownall.com 22 [...]... ONLINE THREATS LEGAL STRATEGIC SOCIAL OPERATIONAL BEHAVIOURAL FINANCIAL ENVIRONMENTAL TECHNOLOGICAL © CPC & Associates charliepownall.com 11 CPC& TYPES OF NEGATIVE SITUATIONS CRISIS PROBLEM ISSUE - SEVERITY + INCIDENT © CPC & Associates charliepownall.com LONGEVITY + 12 CPC& ASSESSING ESCALATING ONLINE THREATS QUALITATIVE QUANTITATIVE VISIBILITY TONE MOTIVATION RELATIONSHIPS VIRALITY INFLUENCE VALIDITY... CONTEXT IMPACT ON BUSINESS & REPUTATION © CPC & Associates charliepownall.com 13 CPC& FORMULATING THE RIGHT RESPONSE BUSINESS TECHNOLOGICAL COMMS LEGAL © CPC & Associates charliepownall.com 14 CPC& SOME ONLINE RESPONSE OPTIONS BLOCK REMOVE MINIMISE HIDE LEAVE SHARE SUPPRESS RETRACT RECTIFY RE-FRAME LITIGATE ARBITRATE AFFIRM EXPLAIN NEGOTIATE REFRAME DEFLECT DENY © CPC & Associates charliepownall.com 15... charliepownall.com 16 CPC& charliepownall.com 17 CPC& charliepownall.com 18 CPC& FIVE Cs OF CRISIS COMMUNICATIONS 1 2 3 4 5 Concern – for those affected Commitment – to help however possible Control – at the most senior level Confidence – but not arrogance Competence – in how to handle a crisis charliepownall.com 19 CPC& YOU WILL SURVIVE ONLINE IF YOU… • • • • • Listen carefully Think laterally Prepare... carefully Think laterally Prepare properly Move quickly Play it straight charliepownall.com 20 CPC& QUESTIONS? charliepownall.com 21 CPC& GET IN TOUCH Charlie Pownall CPC & Associates 3F, Nam Wo Hong Building 148 Wing Lok Street Hong Kong Tel (HK): +852 6013 6201 Tel (UK): +44 7073 379 989 charliepownall.com cp@charliepownall.com charliepownall.com 22 ...CPC& WHO AM I TO SAY? charliepownall.com CPC& charliepownall.com CPC& ‘People build brands as birds build nests, from the scraps and straws we chance upon’ Jeremy Bullmore charliepownall.com CPC&... CPC& ASSESSING ESCALATING ONLINE THREATS QUALITATIVE QUANTITATIVE VISIBILITY TONE MOTIVATION RELATIONSHIPS VIRALITY INFLUENCE VALIDITY CONTEXT IMPACT ON BUSINESS & REPUTATION © CPC & Associates... HIDE LEAVE SHARE SUPPRESS RETRACT RECTIFY RE-FRAME LITIGATE ARBITRATE AFFIRM EXPLAIN NEGOTIATE REFRAME DEFLECT DENY © CPC & Associates charliepownall.com 15 CPC& charliepownall.com 16 CPC& charliepownall.com