Crisis Preparation: What will trigger your Consumer Reports moment?
In this age of the social media Wild West where a company can spend significant resources responding to the endless chatter, it’s a healthy exercise to weigh what voices truly matter to your company’s...
View ArticleToyota and the emerging challenges of global reputation management
NOTE: The following article, written in March 2010, was excerpted and published in the May 2010 issue of the Japanese magazine — Kohokaigi. It will be many months before we can objectively assess the...
View ArticleWorth reading: Privacy as currency and the price of reputation
If you want to follow an emerging issue in reputation management, the growing conflict at the intersection of business interests and privacy rights is ripe for some drama. Those who manage the...
View ArticleWhen Yelp.com gets yelped
Yelp.com, the popular user-written reviews and ratings site of local businesses, has been hit with a class action suit filed on February 23, 2010 claiming extortion. The suit reads: “One method Yelp...
View ArticleIt’s what you do next that counts, Tiger
It has been widely reported that Tiger Woods will not play in his own tournament, or appear at other events before the end of the year. His stated reason for withdrawing from public view is that he...
View ArticleGoogle: from nimbus to NIMBY
One of the reasons Google has the best reputation of any company on the globe is that the majority of customers don’t get a bill in the mail for using Google’s terrific products every day. It’s hard...
View ArticleMedia gasoline on your fire?
When is does media coverage stop and media exaggeration begin? Many companies in a crisis have the feeling that their problems are being blown out of proportion as a moral lesson or to highlight an...
View ArticleCheerleading by board of directors
Although there is always interest in using board members to bolster credibility for companies under pressure, there are pitfalls. Palm’s recent example with board member Roger McNamee exaggerating the...
View ArticleCoherence counts
This month The New York Times ran a front page article on IBM’s lay-off practices and positioned IBM as the prime example of a large company seeking to stay under the radar by making scattered lay-offs...
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