Source: Cambridge Dictionary © 2015 CPC & Associates Ltd... What we’ll cover today• How to identify, assess & plan for issues • How to manage issues © 2015 CPC & Associates Ltd... All
Trang 1BANGKOK | November 28, 2014
ISSUES
MANAGEMENT
Charlie Pownall | CPC & Associates Ltd
Trang 2© 2015 CPC & Associates Ltd All rights reserved 2
Trang 3The 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
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Trang 4Issues versus crises
• Political pressure
• Regulatory changes
• Religious/cultural/political controversies
Trang 5What we’ll cover today
• How to identify, assess
& plan for issues
• How to manage issues
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Trang 6• Evolving expectations, volatile behaviours
Reputation today
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Trang 7Risk focus of boards
Source: EIU, Clifford Chance - 2014
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Trang 8Impact of issues/crises
Source: EIU, Clifford Chance - 2014
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Trang 9Incidents of concern to boards
Source: EIU, Clifford Chance - 2014
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Trang 10Role of social media
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Trang 11What we’ll cover today
• How issues are changing
& plan for issues
• How to manage issues
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Trang 12Identify stakeholders
Customers Employees
Investors
NGOs Suppliers Media
Government Civil groups
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Trang 14Listen to online discussions
Source: Crimson Hexagon
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Trang 15Source: Salter Baxter
Identify opinion-formers
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Trang 16High likelihood, low impact
SEVERE
High likelihood, high impact
LOW
Low likelihood, low impact
HIGH
Low likelihood, high impact
Trang 17Critical • Extensive breach of customer data
• Kidnapping of an employee
• Major damage to a firm’s physical assets during an earthquake or terrorist operation
• 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
• Community protests about local environmental damage
• Campaign by a global NGO to boycott a company’s products
• 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
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Trang 18• Reputation management system
Trang 19Reputation management system
Trang 20Online listening
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Trang 21Online response protocol
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Trang 23© 2015 CPC & Associates Ltd All rights reserved 23
Trang 24© 2015 CPC & Associates Ltd All rights reserved 24
Trang 25Stakeholder engagement strategy
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Trang 26© 2015 CPC & Associates Ltd All rights reserved 26
Trang 27© 2015 CPC & Associates Ltd All rights reserved 27
Trang 28© 2015 CPC & Associates Ltd All rights reserved 28
Trang 29© 2015 CPC & Associates Ltd All rights reserved 29
Trang 30© 2015 CPC & Associates Ltd All rights reserved 30
Trang 31© 2015 CPC & Associates Ltd All rights reserved 31
Trang 32What we’ll cover today
• How issues are changing
• How to identify, assess
& plan for issues
© 2015 CPC & Associates Ltd All rights reserved 32
Trang 33Act
© 2015 CPC & Associates Ltd All rights reserved 33
Trang 34Explain
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Trang 35Correct
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Trang 36Direct
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Trang 37Collaborate
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Trang 38COMMENTS?
Trang 39CPC & Associates Ltd
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148 Wing Lok Street