Issues management in the digital age
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CPC&
ISSUES
MANAGEMENT
IN THE DIGITAL AGE
Charlie Pownall | CPC & Associates Ltd
BANGKOK | November 28, 2014
CPC&
© 2015 CPC & Associates Ltd. All rights reserved
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What is ‘issues management’?
The activity of thinking about
problems that might affect
companies, government or
consumers and then planning
ways to solve them.
Source: Cambridge Dictionary
© 2015 CPC & Associates Ltd. All rights reserved
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INTERNAL
EXTERNAL
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
ISSUE
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CRISIS
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What we’ll cover today
• How issues are changing
• How to identify, assess
& plan for issues
• How to manage issues
© 2015 CPC & Associates Ltd. All rights reserved
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Reputation today
• 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
© 2015 CPC & Associates Ltd. All rights reserved
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Thefocus
roleofof
social
Risk
boards
© 2015 CPC & Associates Ltd. All rights reserved
media
Source: EIU, Clifford Chance - 2014
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The
role
of social media
Impact
of issues/crises
© 2015 CPC & Associates Ltd. All rights reserved
Source: EIU, Clifford Chance - 2014
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The
roleof of
social
media
Incidents
concern
to boards
© 2015 CPC & Associates Ltd. All rights reserved
Source: EIU, Clifford Chance - 2014
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Theofrole
social
Role
socialof
media
IGNITE
© 2015 CPC & Associates Ltd. All rights reserved
AMPLIFY
media
DEEPEN
SUSTAIN
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What we’ll cover today
• How issues are changing
• How to identify, assess
& plan for issues
• How to manage issues
© 2015 CPC & Associates Ltd. All rights reserved
11
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Identify stakeholders
Investors
Civil groups
Customers
Government
Employees
NGOs
Suppliers
© 2015 CPC & Associates Ltd. All rights reserved
Media
12
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Identify threats
SOCIETAL
BEHAVIOURAL
TECHNOLOGICAL
STRATEGIC
OPERATIONAL
LEGAL
FINANCIAL
© 2015 CPC & Associates Ltd. All rights reserved
13
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Listen to online discussions
© 2015 CPC & Associates Ltd. All rights reserved
Source: Crimson Hexagon
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Identify opinion-formers
© 2015 CPC & Associates Ltd. All rights reserved
Source: Salter Baxter
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Prioritise threats
LIK
ELI
H
O
O
D
+
MODERATE
SEVERE
High likelihood,
low impact
High likelihood,
high impact
LOW
HIGH
Low likelihood,
low impact
Low likelihood,
high impact
© 2015 CPC & Associates Ltd. All rights reserved
IMPACT
+
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2. Listenthreats
to audiences
Categorise
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
© 2015 CPC & Associates Ltd. All rights reserved
17
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Strengthen foundations
• Reputation management
system
• Transparency strategy
• Stakeholder engagement
© 2015 CPC & Associates Ltd. All rights reserved
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Reputation management system
• Listening
• Governance
• Policies & protocols
• Resources
• Training
• Tools
© 2015 CPC & Associates Ltd. All rights reserved
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Online listening
© 2015 CPC & Associates Ltd. All rights reserved
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Online response protocol
© 2015 CPC & Associates Ltd. All rights reserved
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Transparency strategy
• Strategic
• Operational
• Technological
© 2015 CPC & Associates Ltd. All rights reserved
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© 2015 CPC & Associates Ltd. All rights reserved
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© 2015 CPC & Associates Ltd. All rights reserved
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Stakeholder engagement strategy
WI
LLI
N
G
NE
SS
TO
CO
OP
ER
AT
E
+
© 2015 CPC & Associates Ltd. All rights reserved
RESPOND
CO-OPERATE
MONITOR
ENGAGE
-
INFLUENCE
+
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