Crisis and Reputation Management
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SPEAKER NAME
JOB TITLE
COMPANY NAME
Ken Kelling
Communications Director
Visit London
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CRISIS AND REPUTATIONKen Kelling, Visit London
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LONDON AND TOURISM CRISES
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PUBLIC BODIES UNDER SCRUTINY
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A COMPLEX “BRAND”
events for LONDON
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V I S I T
L O N D O NV I S I T L O N D O N . C O M
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EXTENDING THE BRAND
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REPUTATION
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WHY IS REPUTATION IMPORTANT?
Reputation supports everything we do.
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WHY IS REPUTATION IMPORTANT?
It affects the bottom line.
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WHY IS REPUTATION IMPORTANT?
Reputation supports everything we do.
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WHAT IS “REPUTATION”?
• It does not mean “being nice”.
• It means being clear about your brand proposition.
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WHAT IS “REPUTATION” ?
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WHAT IS “REPUTATION “?
• While you may not need to be “liked” by everyone, you DO need to be understood.
• And this is our major challenge.
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CRISIS
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WHAT IS A CRISIS?
“The Chinese use two brush strokes to write the word “crisis.” One brush stroke stands for danger; the other for opportunity.”
John F Kennedy
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WHAT IS “REPUTATION “?
A crisis can be an opportunity.
If you are clear about your brand, it will be instinctive.
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DANGER
• Media is changing forever.
• We are all “citizen journalists”.
• Anyone with a computer, owns a TV station.
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CRISIS COMMS BASICS
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TOP FIVE - BEFORE
• Start “buy-in” from the top.
• Audit your vulnerability.
• Plan rigorously.
• Map your stakeholders.
• Rehearse “what if?” scenarios.
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TOP FIVE - DURING
• Act quickly and take control.
• Show concern / demonstrate action.
• Keep talking.
• “Recruit” third parties.
• Communicate your brand values.
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IS THIS ENOUGH IN TODAY’S WORLD?
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THE NEW (MEDIA) WORLD
Online reputation management during a crisis is like tidying the house during an earthquake.
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NEW TOP FIVE - BEFORE
• Seek out crises.
• “Clean the crime scene”.
• Dominate search results.
• Staff as online reputation managers.
• Promote positive online links.
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NEW TOP FIVE - DURING
• Respond in the right environment.
• The new tools – multimedia.
• Communicate and update continually.
• Monitor.
• Lose the “formality”.
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IN A RECESSION
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IN A RECESSION
• Assess strengths and weaknesses.
• Keep talking.
• Leaders must be visible.
• Focus on staff.
• Focus on influencers.
• Make creativity a top priority.
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THANK YOU!