BUILDING TRUST AND... charliepownall.com WHO AM I TO SAY?... ‘People build brandsas birds build nests, from the scraps and straws we chance upon’ 4 charliepownall.com Jeremy Bullmore...
Trang 1BUILDING TRUST AND
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WHO AM I TO SAY?
Trang 4‘People build brands
as birds build nests, from the scraps and straws
we chance upon’
4
charliepownall.com
Jeremy Bullmore
Trang 5YIN & YANG OF REPUTATION - UBER
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Trang 7SEVEN Cs OF A HEALTHY REPUTATION
1. Customer – product, experience
2. Culture – values, leadership
3. Control – governance, privacy
4. Capability – strategy, operations
5. Consistency – actions, communications
6. Consideration – listening, responsiveness
7. Candidness – transparency, openness
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TRANSPARENCY
Trang 9OPENNESS
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EFFECTIVE PROTECTION AND DEFENCE
Trang 11TYPES OF ONLINE THREATS
STRATEGIC SOCIAL
ENVIRONMENTAL
OPERATIONAL LEGAL
© CPC & Associates
Trang 12TYPES OF NEGATIVE SITUATIONS
Trang 13ASSESSING ESCALATING ONLINE THREATS
TONE VISIBILITY
Trang 15SOME ONLINE RESPONSE OPTIONS
REMOVE MINIMISE
RECTIFY
HIDE BLOCK
SUPPRESS RETRACT RE-FRAME
LEAVE
LITIGATE
REFRAME NEGOTIATE
SHARE
ARBITRATE
DENY
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Trang 191. Concern – for those affected
2. Commitment – to help however possible
3. Control – at the most senior level
4. Confidence – but not arrogance
5. Competence – in how to handle a crisis
FIVE Cs OF CRISIS COMMUNICATIONS
Trang 21QUESTIONS?
Trang 22GET IN TOUCH
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Charlie Pownall
CPC & Associates
3F, Nam Wo Hong Building
148 Wing Lok Street