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xiii | |
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xv | |
Foreword by Francis Ingham |
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xvii | |
About the Author |
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xix | |
About the Contributors |
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xxi | |
Preface |
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xxxv | |
Acknowledgements |
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xxxvii | |
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1 | (4) |
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My Favourite Definition of Reputation |
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2 | (1) |
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2 | (1) |
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Chief Executives, Presidents and Celebrities Don't Care about Definitions |
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3 | (2) |
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2 What Makes a Great Reputation? |
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5 | (24) |
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The Drive for Authenticity and Purpose |
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6 | (1) |
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7 | (1) |
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Some Companies Can't Afford a Good Reputation |
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8 | (1) |
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What Makes a Great Reputation? |
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9 | (3) |
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12 | (4) |
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The Duke of Richmond Gordon |
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16 | (2) |
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The Importance of Unilever CEO Paul Polman |
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18 | (4) |
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The Secrets of Britain's Most Trusted Person |
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22 | (3) |
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25 | (4) |
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3 The Value of Reputation |
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29 | (12) |
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30 | (1) |
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21 of the Ways Reputation Adds Value to an Organisation (More than the CFO Thinks) |
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31 | (4) |
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Me, Not You: What Reputation Means to the Working Man (or Woman) |
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35 | (6) |
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4 Measuring Reputation (and the Current State of Play) |
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41 | (18) |
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Reputation Can Be Measured |
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41 | (1) |
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Why Isn't Everyone Doing It? |
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42 | (1) |
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43 | (1) |
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The Current State of Play |
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43 | (1) |
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44 | (4) |
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Global Company Reputation in 2018: Bursting of the Reputation Bubble |
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48 | (11) |
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59 | (10) |
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We're All Managing Reputation |
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59 | (1) |
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What Is Reputation Management? |
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60 | (1) |
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Where Are the Big Reputation Management Decisions taken? |
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61 | (1) |
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Why CEOs Make the Best Reputation Managers |
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62 | (1) |
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Where Is the Chief Reputation Officer? (And the Delayed Evolution of PR) |
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63 | (2) |
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Why Do Organisations Only Adopt the Right Structure in Times of Crisis? |
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65 | (1) |
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How CCOs Can Earn a Seat at the Top Table |
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65 | (1) |
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Unfair Advantage Happens All of the Time |
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66 | (1) |
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The Real Reputation Management Heroes |
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67 | (2) |
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6 Perspectives on Reputation Management |
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69 | (28) |
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To Manage Reputation Is to Treat It as an Asset: Not to Do So Is to Make It a Liability |
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71 | (5) |
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Getting It Wrong to Get It Right: A Challenge for Our Brain |
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76 | (3) |
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Movie Actors and Reputation |
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79 | (3) |
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Reputation Games and Why It's Wrong to Target a Good Reputation |
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82 | (4) |
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The Long March to Build China's International Reputation Is Just Beginning |
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86 | (3) |
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Reputation and Integrity in Sport |
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89 | (4) |
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Winfried Engelbrecht-Bresges |
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Opportunity or Risk: A Millennial's Perspective |
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93 | (4) |
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7 Gender, Diversity and Reputation Management |
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97 | (14) |
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99 | (2) |
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101 | (3) |
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104 | (4) |
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`Not Just Lip Service -- Driving Change' |
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108 | (3) |
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8 The Reputation Management Toolkit |
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111 | (26) |
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112 | (2) |
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Dynamic, Flexible and Agile |
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114 | (1) |
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We Can't Bore Our Stakeholders (or Each Other) |
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115 | (1) |
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Risk Mitigation and Crisis Preparedness |
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116 | (1) |
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116 | (2) |
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Online Reputation Management, Media Relations and the Use of Lawyers |
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118 | (1) |
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Online Reputation Management |
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119 | (2) |
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CEOs and the Media: `Tell the Truth, It's Easier to Remember' |
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121 | (3) |
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Reputation Management: The Lawyer's Perspective |
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124 | (3) |
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Building the Reputation Competencies Needed to Succeed |
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127 | (10) |
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9 Case Studies from the Best of the Best |
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137 | (44) |
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39 reputation management case studies from practitioners in 27 countries across 6 continents |
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27 | (154) |
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181 | (16) |
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Mitigating Risk Not Eliminating Risk |
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182 | (1) |
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182 | (1) |
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Most Organisations Recover |
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183 | (1) |
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Good Crisis Management Is the Key to Reputational Recovery |
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183 | (2) |
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Tips for Managing a Crisis |
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185 | (2) |
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The Global Troubleshooter |
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187 | (3) |
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The Oxfam Scandal: The Bursting of NGOs' Reputational Bubble? |
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190 | (7) |
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11 The Forces Shaping Reputation Today |
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197 | (18) |
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The Speed of Social Media Judgement |
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197 | (1) |
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Reputation Management and Social Media |
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198 | (2) |
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The NGO, Citizen, Journalist, Charity, Lobbyist, Activist and Mass Movement |
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200 | (1) |
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How Journalism Is Responding to Corporate and Government Power |
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201 | (1) |
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Interventionist Governments and Regulators |
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202 | (2) |
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204 | (1) |
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Questioning Employees and Whistle-blowers |
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204 | (1) |
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Cutting Through the White Noise |
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205 | (1) |
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206 | (1) |
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207 | (1) |
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Taking a Stand --- Do the Rewards of Corporate Activism Outweigh the Risks? |
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208 | (3) |
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Society Needs Traditional Media to Survive and Flourish --- But We Need to Do More to Prove It |
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211 | (4) |
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12 Reputation Management in Future |
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215 | (22) |
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215 | (2) |
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Engaging with an Unequal World |
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217 | (2) |
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The Rise of `Reputation Management' |
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219 | (2) |
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The Future of Reputation Management Consultancy |
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221 | (3) |
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224 | (3) |
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The Future of Reputation Management |
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227 | (3) |
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230 | (3) |
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Who'll Win in the Twenty-first Century: The Corporations or the Brand Vandals? |
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233 | (4) |
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13 Post script: Reputation Management, a Force for Good? |
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237 | (2) |
Endnotes |
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239 | (6) |
Bibliography |
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245 | (10) |
Index |
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255 | |