International Congress and Convention Association www.iccaworld.com
Reputation Management
Mr Hans Kanold
CEO Safehotels Alliance
International Congress & Convention Association
International Congress and Convention Association www.iccaworld.com
CERTIFICATION &
CONSULTANCY
• Specialiced in the hotel and meeting industry
• In operation since 2001
International Congress and Convention Association www.iccaworld.com
Reputation Management
Are you aware of your reputation?
Are you aware of consequences?
International Congress and Convention Association www.iccaworld.com
Reputation Management
• Facebook• YouTube
Are you in control? Lets have a look…
International Congress and Convention Association www.iccaworld.com
Reputation Management
• Ugly tie…• Bad haircut…
• Weak pronounciation
International Congress and Convention Association www.iccaworld.com
Reputation
Do you know?
• Strengths• Weaknesses• Opportunities• Threats
International Congress and Convention Association www.iccaworld.com
Reputation Management
On going analysis – especially these days…
Social media can damage in minutes!
SAS Flight from Stockholm
december 29, 1991, 08.45 in the morning
129 people on board
Crashes right after take off
OUTCOME ?
OUTCOME ?
Reputation…
Can we trust SAS?
Can we trust the industry?
Crises management agenda?
SAS Flight from Linate, Milan
October 8, 2001, 08.10 in the morning
110 people on board
Crashes right after take off
into a Cessna, 4 people on board
International Congress and Convention Association www.iccaworld.com
Actions taken;
• Management activity• Press conference on site• Communication• Empathy
OUTCOME ?
International Congress and Convention Association www.iccaworld.com
SAS is Now used as a role model for Crises management &
Reputation Management
• Impressive engagement
• Well prepared
• Empathy to victims
• Own interest secondary
International Congress and Convention Association www.iccaworld.com
Be prepared
• Plan, train and practice• Contact lists• Check lists• Over react• Care and compassion• Communicate, communicate,
communicate!• Respond fast – “the golden hour”• Strong leadership• Get additional expertise
International Congress and Convention Association www.iccaworld.com
Be prepared
• Family assistance• Specialist back-up 24/7• Deep pockets – or insurance• Learn from others
International Congress and Convention Association www.iccaworld.com
DON´T
• Look at media as your enemy • Underestimate public interest
• Overlook the stress
• Be penny wise / pound foolish
International Congress and Convention Association www.iccaworld.com
For your company,a succesful action
– Maintained bookings– Enhanced reputation– Job satisfaction– Staff satisfaction
International Congress and Convention Association www.iccaworld.com
THANK YOU
International Congress and Convention Association www.iccaworld.com
Be prepared
• Communication plan• Practice• Set of experts• Documentation in order• Updated contact lists• Client management• Focus on solution and next step
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