CPC& ISSUES MANAGEMENT IN THE DIGITAL AGE Charlie Pownall | CPC & Associates Ltd BANGKOK | November 28, 2014 CPC& © 2015 CPC & Associates Ltd All rights reserved CPC& What is ‘issues management’? The activity of thinking about problems that might affect companies, government or consumers and then planning ways to solve them Source: Cambridge Dictionary © 2015 CPC & Associates Ltd All rights reserved CPC& INTERNAL EXTERNAL Issues versus crises • • • • • • • • Political pressure Regulatory changes Religious/cultural/political controversies Societal outrage • • • • • • Cyber attacks Health scares Hostile takeover bids Natural disasters Political unrest Sabotage & extortion Corporate/strategic failure Corporate governance failure Fraud/malpractice Poor employee behaviour • • • • • CEO dismissal Employee injuries/death Industrial disputes IT system failures Product quality recalls ISSUE © 2015 CPC & Associates Ltd All rights reserved CRISIS CPC& What we’ll cover today • How issues are changing • How to identify, assess & plan for issues • How to manage issues © 2015 CPC & Associates Ltd All rights reserved CPC& Reputation today • Evolving expectations, volatile behaviours • Broader range of risks & vulnerabilities • Threats escalate faster & travel more widely • More voices, opinion-formers, channels • Demands on openness & accountability • Pressure to respond immediately & openly © 2015 CPC & Associates Ltd All rights reserved CPC& Thefocus roleofof social Risk boards © 2015 CPC & Associates Ltd All rights reserved media Source: EIU, Clifford Chance - 2014 CPC& The role of social media Impact of issues/crises © 2015 CPC & Associates Ltd All rights reserved Source: EIU, Clifford Chance - 2014 CPC& The roleof of social media Incidents concern to boards © 2015 CPC & Associates Ltd All rights reserved Source: EIU, Clifford Chance - 2014 CPC& Theofrole social Role socialof media IGNITE © 2015 CPC & Associates Ltd All rights reserved AMPLIFY media DEEPEN SUSTAIN 10 CPC& Stakeholder engagement strategy WI LLI N G NE SS TO CO OP ER AT E + © 2015 CPC & Associates Ltd All rights reserved RESPOND CO-OPERATE MONITOR ENGAGE - INFLUENCE + 25 CPC& © 2015 CPC & Associates Ltd All rights reserved 26 CPC& © 2015 CPC & Associates Ltd All rights reserved 27 CPC& © 2015 CPC & Associates Ltd All rights reserved 28 CPC& © 2015 CPC & Associates Ltd All rights reserved 29 CPC& © 2015 CPC & Associates Ltd All rights reserved 30 CPC& © 2015 CPC & Associates Ltd All rights reserved 31 CPC& What we’ll cover today • How issues are changing • How to identify, assess & plan for issues • How to manage issues © 2015 CPC & Associates Ltd All rights reserved 32 CPC& Act © 2015 CPC & Associates Ltd All rights reserved 33 CPC& Explain © 2015 CPC & Associates Ltd All rights reserved 34 CPC& Correct © 2015 CPC & Associates Ltd All rights reserved 35 CPC& Direct © 2015 CPC & Associates Ltd All rights reserved 36 CPC& Collaborate © 2015 CPC & Associates Ltd All rights reserved 37 CPC& QUESTIONS? COMMENTS? THANK YOU CPC & Associates Ltd 3/F Nam Wo Hong Building 148 Wing Lok Street Hong Kong cp@charliepownall.com +852 6013 6201 charliepownall.com @cpownall © 2015 CPC & Associates Ltd All rights reserved 39 charliepownall.com [...]... one-off complaint on Facebook by a customer about poor quality product packaging © 2015 CPC & Associates Ltd All rights reserved 17 CPC& Strengthen foundations • Reputation management system • Transparency strategy • Stakeholder engagement © 2015 CPC & Associates Ltd All rights reserved 18 CPC& Reputation management system • Listening • Governance • Policies & protocols • Resources • Training • Tools... environmental damage Campaign by a global NGO to boycott a company’s products Moderate • • • An escalating online rumor about a controversial product ingredient A public complaint about a faulty product by a celebrity customer A backlash to an unexpected price increase or brand marketing campaign Low • • • Known though uncontroversial concerns about a product circulating online Negative online feedback... customer data Kidnapping of an employee Major damage to a firm’s physical assets during an earthquake or terrorist operation Severe • • • Allegations of corruption amongst a firm’s senior leadership External leak about serious and unexplained injuries to employees at work Threat of legal action by a major investor over the accuracy of a firm’s financial statements Significant • • • Escalating allegations... today • How issues are changing • How to identify, assess & plan for issues • How to manage issues © 2015 CPC & Associates Ltd All rights reserved 11 CPC& Identify stakeholders Investors Civil groups Customers Government Employees NGOs Suppliers © 2015 CPC & Associates Ltd All rights reserved Media 12 CPC& Identify threats SOCIETAL BEHAVIOURAL TECHNOLOGICAL STRATEGIC OPERATIONAL LEGAL FINANCIAL © 2015... CPC& © 2015 CPC & Associates Ltd All rights reserved 31 CPC& What we’ll cover today • How issues are changing • How to identify, assess & plan for issues • How to manage issues © 2015 CPC & Associates Ltd All rights reserved 32 CPC& Act © 2015 CPC & Associates Ltd All rights reserved 33 CPC& Explain © 2015 CPC & Associates Ltd All rights reserved 34 CPC& Correct © 2015 CPC & Associates Ltd All rights... Online listening © 2015 CPC & Associates Ltd All rights reserved 20 CPC& Online response protocol © 2015 CPC & Associates Ltd All rights reserved 21 CPC& Transparency strategy • Strategic • Operational • Technological © 2015 CPC & Associates Ltd All rights reserved 22 CPC& © 2015 CPC & Associates Ltd All rights reserved 23 CPC& © 2015 CPC & Associates Ltd All rights reserved 24 CPC& Stakeholder engagement... MONITOR ENGAGE - INFLUENCE + 25 CPC& © 2015 CPC & Associates Ltd All rights reserved 26 CPC& © 2015 CPC & Associates Ltd All rights reserved 27 CPC& © 2015 CPC & Associates Ltd All rights reserved 28 CPC& © 2015 CPC & Associates Ltd All rights reserved 29 CPC& © 2015 CPC & Associates Ltd All rights reserved 30 CPC& © 2015 CPC & Associates Ltd All rights reserved 31 CPC& What we’ll cover today • How issues. .. threats SOCIETAL BEHAVIOURAL TECHNOLOGICAL STRATEGIC OPERATIONAL LEGAL FINANCIAL © 2015 CPC & Associates Ltd All rights reserved 13 CPC& Listen to online discussions © 2015 CPC & Associates Ltd All rights reserved Source: Crimson Hexagon 14 CPC& Identify opinion-formers © 2015 CPC & Associates Ltd All rights reserved Source: Salter Baxter 15 CPC& Prioritise threats LIK ELI H O O D + MODERATE SEVERE High ... reserved CPC& What is issues management ? The activity of thinking about problems that might affect companies, government or consumers and then planning ways to solve them Source: Cambridge... cover today • How issues are changing • How to identify, assess & plan for issues • How to manage issues © 2015 CPC & Associates Ltd All rights reserved CPC& Reputation today • Evolving expectations,... serious and unexplained injuries to employees at work Threat of legal action by a major investor over the accuracy of a firm’s financial statements Significant • • • Escalating allegations of