Insignia Talks

…about the power of communication to create, manage and protect reputations

My previous blog posting looked at the dramatically different context for reputation management in an era of total transparency, and the challenges this presents to leaders wishing to communicate and build trust with stakeholders.

Here’s a copy of the full presentation from my session with Common Purpose:

Against this background, successful reputation management requires adherence to the following six principles:

1. Build and nurture trust – its value is at an all-time high

With any given commodity, scarcity increases value and this applies just as much to trust as it does to gold.  Given that trust is in short supply, today’s leaders must nurture, cherish and preserve it.  This means taking a long term view when making any decisions which may undermine trust.  Because unlike other commodities, when trust is depleted it’s not possible simply to buy some more.

2. Expect your every move and word to be public knowledge

Act and communicate in a way that you would be proud to see splashed across the front page of every newspaper in the country.  Any other behaviour carries a significant risk of reputational damage in a truly transparent world.

3. Plan for the challenges that social media brings

A crisis management plan designed to protect reputation three years ago will be insufficient for effective crisis communication today.  Re-assess it, your resources and crisis management training to preserve reputation in a social media age.

4. Embrace the opportunities that social media provides

Many of the new challenges of leadership are created by the emergence of social media, but so are new opportunities.  Build relationships, listen to your stakeholders and communicate in the authentic, human way that people expect in this new context.

5. Earn reputation; don’t create an image

I am firmly of the belief that spin is dead and I do not mourn its passing.  Act and communicate authentically to build trust and an enduring reputation.

6. Be true to your values when crisis strikes or suffer the consequences

A crisis is the acid test of leadership.  When the chips are down, do you act in accordance with your culture, values and reputation?  Or does pragmatism, short term financial considerations and expedience take precedence?  The choice you make will have enormous ramifications for your reputation – and organisational success – in future.

Successful leadership and communication is much tougher today than ever before.  But for those leaders who understand the new context and embrace the principles above, there is a clear opportunity to out-perform peers who cling to the old ways which simply don’t work anymore.

Jonathan Hemus

www.insigniacomms.com

Xerox’s recent attempts to engage with Twitter (for example through Promoted Tweets) and Pinterest have been met with a rather lukewarm reaction. The high expectations were simply not met. Christa Carone, Xerox’s chief marketing officer, observed that social media for B2B companies may not constitute the best investment of time. She said: “I know that the CIOs of major companies are not going to be making a $5 million… deal based on their connection with Xerox on Facebook.” So, should B2B companies jump off or stay on the social media bandwagon?

Ultimately, social media provides just another set of channels through which businesses can reach their stakeholders.  Just like any other communication channel, some are better suited to achieving certain objectives than others.  And some are suited to certain organisations more than others.

As Xerox is quickly recognizing, it’s about using the right channels for the right tasks.

Many organisations are still feeling their way with regard to social media, and this is certainly true of business to business operations and corporates. There’s a degree of trial and error, and figuring out what works best to achieve certain tasks such as brand-building, reputation protection, customer engagement or pure sales. As with other communication techniques, the key is to measure and evaluate what works best and amend campaigns accordingly.

There’s no doubt in my mind that social media has an important role to play for B2B organisations. The question that organisations need to answer is exactly what that role should be. Those that come up with the answer quickest are likely to achieve competitive advantage over their peers.

Further analysis of the issue can be found on Ragan’s website.

Jonathan Hemus

www.insigniacomms.com

If you’re a regular reader of this blog and already have robust crisis management plans in place, you are excused from reading this post!  Whilst it would be nice to assume that most organisations are in this happy position, it would also be naïve.  So what should an organisation that has developed a positive reputation consider as its first steps in reputation protection?

A strong corporate reputation is acknowledged as a valuable business asset, one which takes years to build, and requires constant nurturing to maintain.  Recent crises suffered by Costa Cruises, Blackberry, Goldman Sachs and FedEx show that a major incident or issue puts that reputation on the line.  The outcome can be devastating; but it doesn’t have to be.

Rigorous preparation is the most important factor in protecting corporate reputation in the event of a crisis.  For example, when FedEx responded so well to YouTube footage of a delivery man throwing a PC into a customer’s front yard, it was surely due at least in part to thorough planning.

More than that, research shows that thorough preparation actually reduces the likelihood of a major crisis happening in the first place.  This is because the preparation phase highlights flaws and vulnerabilities that can be addressed, and creates a heightened sense of crisis awareness and vigilance that acts as an early warning system to snuff out potential crises before they escalate and emerge.  So engaging in crisis preparation and prevention is one of the best investments you can make.

Here are some of your first steps to protect your corporate reputation:

1. Identify and prioritise reputational risks – involve colleagues from different functions in this process to ensure you cover as many threats as possible.  Encourage people to think worst case scenario rather than adopting an attitude of “it could never happen here”.  This is especially important in the context of the transparency created by social media as experienced, for example, by LA Fitness.  Knowing where the threat can come from and its possible impact helps you to prevent a possible crisis, or at least develop necessary communication contingencies.

2. Identify your stakeholders – it sounds obvious, but so many organisations still flounder when they need to communicate with the media, customers, suppliers, regulators, local politicians and even employees in the heat of a crisis. Make sure you have up to date contact details always to hand and make someone in your organisation responsible for updating them on a quarterly basis.

3. Establish communication channels to reach your stakeholders in a crisis – identify the likely ways in which you will reach stakeholders in a crisis whether an online crisis hub, teleconference or press briefing.  Work out the process and resources required to activate these channels in a crisis, and make sure that they are available out of hours.  Never rely on the availability of a single expert or a technical guru: always have deputies in place. Nowadays online channels should be an essential part of your armoury: create an online crisis communication hub which will contain all your key information, have Twitter accounts set up and ready to go, and make sure you are able to create and upload a YouTube video within hours, even at the dead of night.

4. Form a crisis communication team – identify and brief the people who will likely form your crisis communication team.  Make sure they have the relevant expertise and personal qualities necessary to communicate with stakeholders in a crisis.  As well as technical experts – for example in social media, internal communications and the media – make sure that you have administrative and technical support available.

5. Identify and equip a crisis communication team room – a dedicated crisis communication team room containing resources such as direct phone lines, Wi-Fi, televisions, telephone contact lists, whiteboards, flipcharts and so on will form your nerve centre in the event of a crisis.  Identify where you will locate this room ahead of the crisis and ensure that it is always stocked with the necessary resources.  An adjacent quiet room, in which statements and other documents can be prepared, is also useful.  Make sure that both rooms are out of the range of camera lenses!

6. Prepare a crisis manual – a set of clear processes and materials (for example, template holding statements) is an invaluable aid to effective decision-making in a crisis. But make sure it is not so large and detailed that it is unwieldy in a real incident.

7. Train the crisis team – whilst a crisis manual is valuable, a well-trained crisis communication team is invaluable.  Make sure that they are properly briefed on crisis procedures through desktop exercises, invest in crisis communication training via realistic simulations, and put spokespeople through professional media training to ensure they can get their message through when the heat is on.  Nowadays, it also makes sense to run regular social media simulations to get teams match-fit for the relentless pace of an online crisis.

8. Keep your crisis planning alive – a common trap is to treat crisis communication planning as a one off event.  Avoid this pitfall by re-visiting the manual regularly, planning a schedule of training courses or team events, and building relationships with your internal and external stakeholders before a crisis occurs.

Preparation is essential if organisations want to protect their corporate reputation in the event of a crisis. Sound judgement and skilful leadership will also be required, but having strong foundations on which to apply these skills provides a significant headstart.

Jonathan Hemus

www.insigniacomms.com

The first few weeks of 2012 have seen a succession of businesses in crisis management mode as they fought to protect their reputations in the face of challenging events and issues.

Whilst the Costa Concordia disaster filled the news for weeks and required concerted crisis communication, RBS faced an issues management challenge over executive pay, LA Fitness grappled with a social media fuelled crisis and the issue of faulty breast implants tested the communication skills of clinicians, governments and scientists across Europe.  And these events are just the tip of the iceberg.

A crisis is by definition a critical even for an organisation, but research by Oxford Metrica shows that it is not the fact of suffering a crisis that damages a business – in reality no business can eliminate the possibility of a problem- rather, what really counts is how the organisation is seen to manage the crisis: take control quickly, respond professionally, and communicate well and the organisation is likely to prosper. Federal Express, for example, have been commended for the way in which it responded to a YouTube video which threatened reputational harm.

Conversely, dither, hide or appear to be uncaring, and tough – even terminal – challenges may lie ahead.

As a result, thorough crisis preparedness is essential so that the organisation can be off the starting blocks like an Olympic sprinter.  And – just like athletics – what used to be speedy enough to win a gold medal is now far from world class.  They used to say that the first 24 hours of a crisis were crucial.  The speed and spread of crises today – largely driven by the immediacy and reach of on-line media – makes a mockery of this golden rule.  Being prepared before the crisis breaks, and being able to respond almost instantaneously allows organisations to retain control over their destiny.  HSBC demonstrated the value of this preparation when its online banking and ATMs crashed late last year: it reacted quickly with a textbook crisis communication response.

An online world has not changed key principles of reputation protection: indeed, the old lessons of crisis preparedness still apply (but more so):

• Understand your areas of vulnerability
• Develop and implement crisis management plans and processes
• Rehearse the plan and enhance it
• Train your people, especially those required to act as a spokesperson in a crisis
• Monitor the landscape
• Engage in pro-active reputation management

But the power of social media to both create and destroy reputations presents a new and potentially scary dynamic.   And many organisations are still grappling with how to harness online media in the face of this potentially business-critical challenge.  It’s one of the reasons why Blackberry was so slow to respond with effective crisis communication to its network outage late last year.

Failing to prepare properly leaves an organisation frighteningly vulnerable in today’s world.  If a crisis is gestating online then the organisation must have the capability to also manage it online.  Sticking to traditional media has the potential for at least three negative results.  Firstly, you may fail to reach those people most affected and concerned by the crisis – the people talking about it online.  Secondly, you lose the opportunity to engage with the online community which has the power to spread positive messages about what the organisation is doing to deal with the situation.  And finally, you may further escalate the situation by communicating bad news to people who were previously unaware that there was a problem.

The key to success is a combination of traditional reputation management insights and expertise, and the application of the latest on-line reputation management tools to get the message through.

As the start point for online reputation management, companies should take the following five steps:

1. Develop crisis management “dark sites” or other online hubs to respond quickly, clearly and effectively to emerging issues and incidents
2. Ensure that it has identified and set up the infrastructure and resource to communicate via social media such as Twitter and Facebook
3. Implement online media monitoring to track what is being said about them in cyberspace
4. Develop the capability to quickly create content – latest information, briefing papers, podcasts, blogs – for online media
5. Build skills and confidence by running a realistic social media exercise

The internet has the power to spark and spread a crisis: but used effectively, digital tools have enormous potential to help organisations prevent and manage them too.  Having online resources in place beforehand leaves an organisation better placed to manage any crises that the rest of 2012 throws at us.

Jonathan Hemus

www.insigniacomms.com

When LA Fitness threatened to enforce its contract with a heavily pregnant woman who had fallen on hard times, it may have had the letter of the law on its side.  But once the story became public, it was found guilty in the court of public opinion.

LA Fitness is just the latest business to find out that protecting reputation means doing the right thing in the eyes of the outside world, not simply complying with regulations or the law.

Ten years ago, LA Fitness’s dispute with a customer over whether her gym contract could be enforced would have been a private customer service issue in which the company held the balance of power.  Today it requires crisis management skills, is conducted in public and public opinion has far greater influence.

This transparency needs to be understood by businesses and factored into their behaviour, decision-making and communication. The imperative to act in a way that matches the  expectations of external stakeholders is largely driven by the power of social media.  In the old days, customer complaints could be dealt with in private and media criticism dismissed as tomorrow’s fish and chip paper.  Today, because of Twitter, Tripadvisor, Google et al, customer service – and crisis management – has become a spectator sport.  Worse, the spectators actually influence the game.  Whether businesses like it or not, this is the reality.

This transparency has raised the bar in terms of ethical and acceptable corporate behaviour – it’s much harder to do bad things and simply get away with it (which, of course, is a good thing).  It also means that the need for thorough crisis  management planning is more pressing than ever: reputational risk assessment, social media monitoring, scenario planning and realistic social media simulations should all form part of this.  A slow or inappropriate response to a crisis will be punished with damage to reputation.

LA Fitness appeared to be forced into a u-turn, and  this never looks good.  Ultimately, the key for businesses is to control the crisis rather than let the crisis control them.  Being able to perceive a crisis from the outside in and acting quickly and appropriately when company behaviour clashes with public expectations is essential to preserve corporate reputation.

Jonathan Hemus

www.insigniacomms.com

Blackberry looks set to once again prove the crisis communication adage that it’s not really the crisis which damages reputation, it’s the way in which you respond to it.

On this basis, Blackberry is set to suffer major harm to its reputation (and its business fortunes)  based on a tight-lipped approach to communication and a failure to use social media to communicate its response to the current problems.  Gordon MacMillan’s blog posting on The Wall sums it up perfectly for me – it’s well worth a read: I’ll simply say that I endorse every word and would also add the following.

Swift crisis communication

Any organisation which wants to protect its  reputation in a crisis must be geared up to communicate quickly and expansively in the event of an incident.  For most organisations that must include social media: it’s where the crisis plays out, it’s where customers go to seek information and vent their spleen, it’s where the media turns for information.  And it’s where businesses can quickly exert influence over the communication agenda, and listen and respond to the concerns of its stakeholders.

Social media in crisis communication

In today’s online world, I would contend that even an organisation without a consumer face should have the ability to utilise social media in the event of a crisis.  But if you’re a consumer brand (which Blackberry has chosen to become) you certainly should have this capability.  Moreover, if you’re a  consumer brand in the telecoms space whose devices facilitate communication by social media, I find it truly staggering that you would ignore these channels when your reputation is on the line.

Not only does it go against the guiding principles of effective crisis communication, but it also calls into question whether the Blackberry brand really is at the heart of social media (and therefore the consumer landscape), or not.

Crisis management training

Organisations at the leading edge of  reputation protection have already integrated social media into their crisis communication planning and are running realistic crisis exercises with social media as a core element.  All businesses need to embrace this approach – and quickly – or else risk being overwhelmed by the kind of crisis communication challenge currently facing Blackberry.

Update: 15.20 13 October

Blackberry has now begun the social media fightback with a YouTube video apology from CEO Mike Laziridis in which he admits “we’ve let you down” and commits to more pro-active communication.  Its content, tone and messages are spot on.  But at least 48 hours too late.

Jonathan Hemus

www.insigniacomms.com

If you heard that your regular painkiller could have been replaced with antipsychotic drugs instead, you might be a little concerned.  So concerned that you might want a little more information to put your mind at rest. 

That is the scenario facing purchasers of Nurofen Plus following an announcement from the Medicines and Healthcare Regulatory Agency (MHRA) that some packs contain not the expected Ibuprofen, but Seroquel XL, an antipsychotic drug used to treat conditions such as schizophrenia.

Go to the Nurofen website and there appears to be no information about the incident.  Move on to Nurofen’s Facebook page and there’s a great quiz, but no information about the product contamination.  Turn to the website of Reckitt Benckiser and still you won’t find any advice from Nurofen or its parent company. 

So, instead, you pick up the phone and call the consumer helpline listed on the Nurofen website. Unfortunately, news of  the incident hit the BBC around 6pm and the helpline shut at 5pm.

Businesses which want to reassure their customers and retain their loyalty during and after a crisis need to communicate with them.  That means being geared up to communicate via company websites and social media.  It means having the capability to man your customer helpline 24/7 if necessary.  Failing to do this leaves customers in the dark, potentially fearful and with your reputation in the hands of the commentators who are prepared to provide information.  It’s a high risk crisis communication strategy.

Update

Twelve hours later and a terse statement is now available on the Nurofen website, but it contains little information or reassurance.  At 8.06am the customer helpline is still closed and people are beginning to post to the Nurofen Facebook page, for example “Never mind the competitions , what about informing the public of the anti-depressants found in your packs?”.  No information about the problem can be found on Nurofen’s Facebook page.  People are also making their views known on Twitter.  More expansive crisis communication would surely be in Nurofen’s best interests?

Update 2 (26 Aug)

Nurofen has now announced a recall of all stock in retail outlets: a more expansive communication approach is now surely essential.

Jonathan Hemus

www.insigniacomms.com

When the BBC’s Panorama programme apparently showed Primark’s use of child labour in Bangalore, the retailer’s reputation took a serious hit.  With the recent BBC Trust report concluding that footage of boys checking stitching on Primark products was “more likely than not” “not genuine”, it is now the BBC whose reputation is under the microscope.  Indeed this is especially challenging for the BBC whose brand is associated with trust, integrity and high editorial standards.  As we have seen in previous incidents, when a crisis strikes at the heart of an organisation’s brand essence, it has the power to do more damage than would otherwise be the case.

Primark meanwhile has taken the opportunity to seize the communication agenda and lead the post-report debate (in contrast to the policy of non-engagement advocated by a recent Economist article).  Central to this is its microsite “Primark and Panorama; the true story” .  It includes:

• YouTube footage created in a reportage style which seeks to reveal the alleged falsehoods in Panorama’s original programme
• a detailed statement in response to the BBC Trust’s ruling (and a link to the full report)
• a timeline of events
• an ethical trade factsheet
• the opportunity for people to post comments to the site
• a “contact us” section for bloggers, the media, NGOs and other interested parties

The site serves as a template for other businesses wanting to pro-actively manage issues, rather than simply react to them.  Primark clearly made a decision to treat the publication of the report as an opportunity to surround stakeholders with materials and messages supportive of its position.  Using an online platform to host these materials and messages means that anyone interested in the Primark perspective can use it as a “one stop shop”.  Note also how Primark has made good use of search engine marketing to guarantee prominence for its point of view: search for “primark panorama” with Google and at the top of page one is a sponsored link to the microsite.  Without this core resource, Primark would still have been represented in the post-report discussion, but in a less prominent way.

I applaud Primark for the way in which it has exerted control of the communication agenda, but would also sound a word of warning to other businesses before replicating its response in totality.  In communication there are grey areas between influencing, spinning and manipulating. By failing to allow comments to be posted to its YouTube footage and by claiming that the BBC Trust had found that the footage was “fabricated” when the actual ruling fell short of stating this, Primark could be accused of over-stepping the mark. 

It’s also worth noting that the company’s robust and strident response carries an element of risk as it means that any future transgressions will be an even bigger story than would otherwise be the case.  With this in mind, Primark needs to plan both operationally and reputationally for the fact that it is a highly visible media target.

Finally, I would observe that an organisation’s crisis communication response needs to be in keeping with its usual tone of voice.  That’s why Ryanair can be bullish in response to a problem whereas Virgin Atlantic would tend to be more empathetic.  The way in which Primark has communicated following the Panorama programme mirrors its positioning as a down to earth, straight forward brand, underlining the fact that for crisis communication to be truly effective, it must be authentic.

Jonathan Hemus

www.insigniacomms.com

A recent article in the Economist reported that the best response to inaccurate online rumours was to ignore them, and instead communicate a barrage of good news.  This, the article contends, is the best form of issues management.

I only half agree.

Certainly, building a positive perception based on a strong and compelling corporate narrative should be the priority for any business which values its reputation.  Brands such as Virgin, Apple and Tesco have consistently communicated their vision and values to their stakeholders. 

As a consequence, stakeholders have a very clear understanding of who they are, what they do and what they stand for.  Crucially, their experience of products and services reinforce the messages they have received (where the experience fails to live up to the words, a business creates a transitory image, rather than a substantial reputation).

But where I disagree with the article is in the suggestion that untruths should always be left uncorrected.  Unchecked rumour, gossip and innuendo can become accepted as fact and cause significant damage to corporate reputation.

Here are three steps to define an appropriate response to an inaccurate allegation:

1)    Be aware that the allegation exists

Effective online reputation management depends upon knowing that there is a possible problem: many organisations have been unable to regain control of a situation simply because they became aware of it too late.  Ensure that you have thorough on and off line monitoring in place so that you can spot an issue before it becomes a crisis.

2)    Evaluate its potential influence and impact

Deciding which allegations to respond to and which to ignore requires you to assess the influence of its originator.  A lone blogger is probably worth leaving alone; it would be foolish to ignore criticism from the BBC’s Robert Peston.  Knowing beforehand the online influencers who really affect your stakeholders means that you can make well-informed judgements. 

Assessing the potential damage of the allegation will also help to determine your response.  Mild criticism of a product is part of day to day business life; allegations of endemic corruption call for pro-active crisis communication.

3)    Calibrate your response accordingly

Sometimes, a policy of non-engagement is indeed the right decision: a high profile response may create the oxygen of publicity that a scurrilous allegation requires.  On other occasions, a professional and straight forward response within the forum in which the comment appeared will help to balance the debate. 

If that’s insufficient, a statement to the media and reassuring messages via your own communication channels (websites, blogs and Twitter feeds for example) may be the best way to get your perspective across, without directly engaging with your misguided critic. 

In extreme and rare circumstances, legal action may be necessary to remove a clear untruth.  Be aware though that action of this kind often leads to exactly the kind of widespread publicity that you were seeking to avoid and trigger a much bigger dose of crisis management than the original allegation ever could.

There are no hard and fast rules for dealing with inaccurate criticism, despite what the Economist article suggests.  Judgement will always be required to do the best thing to protect the value inherent in your corporate reputation.

Jonathan Hemus

www.insigniacomms.com  

PR people looked on as two of the world’s most admired companies – BP and Toyota – suffered terrible crises this year, and wondered “could we be next?”.  Hopefully many have now moved on to considering what they could do in the light of these catastrophes to reduce their potential for reputational damage.  An earlier posting identified denial as the first common factor in the BP and Toyota crises.  The second – and inter-related factor – was an inability to mobilise a swift and comprehensive crisis response.

Now that it is fully developed, BP’s online crisis communication hub is an excellent resource: indeed it could be viewed as a template for others to follow.  But it took too long to construct and launch, and as a consequence BP’s social media response was too slow (for example, its first YouTube video appeared a full month after the rig exploded). 

In Toyota’s case, President Akio Toyoda was criticised for being invisible in the early stages of its crisis.   It’s therefore no surprise that in both situations the companies failed to seize early control of the communication agenda.  As a consequence they ended up reacting to events and were seen to be uncaring or ignorant of the growing crisis.

Actions for communicators to avoid this:

Be prepared – have thorough plans, processes and materials prepared beforehand. It’s obvious – but frequently ignored until it’s too late.

Train and test - a crisis is a communicator’s World Cup final: maximum pressure and intense attention means it’s the ultimate test.  Success is far more likely if each team member has trained hard so they are confident in the plan and their role in it.

Create online communication platforms – social and online communication channels get your messages to stakeholders quickly.  But only if you’ve prepared the channels, assigned the human resource and agreed the approval process beforehand

Speed of response has always been important in a crisis: today it is critical, and the benchmark for speedy has ratcheted up several notches.  Having the crisis management infrastructure in place, with a tested plan and a trained team breeds confidence and a greater ability to exert control.

A further posting will take a look at the third and final element common to BP and Toyota, and consider the central role that communicators can play in addressing it.

Jonathan Hemus

www.insigniacomms.com