Issues Management In The Digital Age

BANGKOK | November 2014

ISSUES MANAGEMENT IN THE DIGITAL AGE

Charlie Pownall | CPC & Associates

The activity of thinking about problems that might affect companies, government or consumers and then planning ways to solve them.

What is ‘issues management’?

Source: Cambridge Dictionary

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

What we’ll cover today

• How issues are changing

• How to identify, assess & plan for issues

• How to manage issues

• 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

Reputation today

The role of social mediaRisk focus of boards

The role of social mediaImpact of issues/crises

The role of social mediaIncidents of concern to boards

The role of social mediaRole of social media

IGNITE AMPLIFY SUSTAIN

Identify stakeholders

Customers

Employees

Investors

Suppliers Media

Government

Civil groups

STRATEGIC

SOCIETAL

TECHNOLOGICAL

OPERATIONAL

BEHAVIOURAL

FINANCIAL

Identify threats

Listen to online discussions

Source: Salter Baxter

Identify opinion-formers

MODERATEHigh likelihood,

low impact

SEVEREHigh likelihood,

high impact

LOWLow likelihood,

low impact

HIGHLow likelihood,

high impact

- IMPACT +

Prioritise threats

2. Listen to audiences

Critical • Extensive breach of 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 of use of child labor amongst a company’s suppliers• Community protests about local 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 to a media article on employee compensation• A one-off complaint on Facebook by a customer about poor quality

product packaging

Categorise threats

• Reputation management system

• Transparency strategy

• Stakeholder engagement

Strengthen foundations

Reputation management system

• Listening

• Governance

• Policies & protocols

• Resources

• Training

• Tools

Online listening

Online response protocol

Transparency strategy

• Strategic

• Operational

• Technological

RESPOND CO-OPERATE

MONITOR ENGAGE

- INFLUENCE +

Stakeholder engagement strategy

Explain

Correct

Direct

Collaborate

QUESTIONS?

COMMENTS?

THANK YOU.

@cpownall+44 20 3856 3599cp@charliepownallcharliepownall.com

Issues Management In The Digital Age

Business

Transcript of Issues Management In The Digital Age

WORKSHOP: LEGAL ISSUES IN THE DIGITAL AGE in San · PDF fileLEGAL ISSUES IN THE DIGITAL AGE in San Sebastian ... - Digital distribution rights management and tech content protection

Digital Age Networking in Transportation · Digital Age Networking 3 Digital Age Networking The challenges faced by the transportation industry can only be addressed with digital

Digital Age Learning

Digital Festival - Marketing in the Digital Age

Digital Age Transportation

Digital Age PBL

The Development Divide in a Digital Age An Issues …The Development Divide in a Digital Age An Issues Paper Cynthia Hewitt de Alcántara Technology, Business and Society Programme

Rethinking Pedagogy for a Digital Age...Rethinking Pedagogy for a Digital Age Through a critical discussion of the issues surrounding the design, sharing and reuse of learning activities,

1 COPYRIGHT IN THE DIGITAL AGE: Issues for Faculty Members Hunter College November 11, 2010.

Digital Age Networking for Healthcare - al-enterprise.com · Digital Age Networking for Healthcare 2 Digital revolution in healthcare Alcatel-Lucent Enterprise Digital Age Networking

Becoming of Age In the Digital Age

CMNS 253 - July 27, 2006 Issues in the Information Age: New Media, File Sharing & Digital Copyright.

DEFENDING DEMOCRACY IN THE DIGITAL AGE€¦ · New issues this year included bitcoin, blockchain, and cryptocurrencies, as well as election cybersecurity issues and statistical election

Cultural material in the digital age: Some issues around ......Yvo Volman European Commission C4C event Dublin, 17 January 2012 . The digital dilemma . Preservation of digital content:

Business@Digital Age

1 COPYRIGHT IN THE DIGITAL AGE: Issues for Faculty Members.

Library Consortia and Cooperation in the Digital Age€¦ · Library Consortia and Cooperation in the Digital Age* Assunta Pisani** Resumen ... This paper explores issues related

Exploration and Mining Trends in the Digital Age: Global Outlook and Issues in Copper

Digital Age

Digital Age Literacy