reputation in oil gas and mining 2014: reputation, reputation risk and reputation management

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© Copyright Regester Larkin 2014 Reputation, Reputation risk and Reputation management Andrew Griffin June 2014

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Andrew Griffin, chief executive, Regester Larkin Setting the scene for the conference, this opening session looks at three key concepts: reputation, reputation risk and reputation management. Using a new categorisation model, the session focuses on the origins of reputation risk before looking at how risks can be managed through the lifecycle. Andrew Griffin, CEO of Regester Larkin and author of Crisis, Issues and Reputation Management, shares his insight and experience.

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Page 1: Reputation in Oil Gas and Mining 2014: Reputation, reputation risk and reputation management

© Copyright Regester Larkin 2014

Reputation,

Reputation risk and

Reputation management

Andrew Griffin

June 2014

Page 2: Reputation in Oil Gas and Mining 2014: Reputation, reputation risk and reputation management

© Copyright Regester Larkin 2014

2

This session

1. Understanding reputation

2. A framework for understanding where reputation risks come

from for the oil, gas and mining sector

3. Managing reputation through the reputation risk lifecycle

2

Page 3: Reputation in Oil Gas and Mining 2014: Reputation, reputation risk and reputation management

© Copyright Regester Larkin 2014

Introduction to Regester Larkin

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• Offices in Abu Dhabi, Houston,

London and Singapore.

• Core offerings:

• Reputation strategy

• Crisis management

• Crisis response

• Crisis preparedness

• Issues management

• Worked with some of the worlds

largest and most respected

companies in extractives and

other sectors.

• International crisis, issues and reputation management consultancy

Page 4: Reputation in Oil Gas and Mining 2014: Reputation, reputation risk and reputation management

© Copyright Regester Larkin 2014

1. Understanding

reputation

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Page 5: Reputation in Oil Gas and Mining 2014: Reputation, reputation risk and reputation management

© Copyright Regester Larkin 2014

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Defining reputation

Reputation

1: overall quality or character as seen or judged by others;

2: fame, celebrity;

3: recognition by other people of some characteristic or ability.

Page 6: Reputation in Oil Gas and Mining 2014: Reputation, reputation risk and reputation management

© Copyright Regester Larkin 2014

A reputation framework

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REPUTATION

WHAT YOU SAY

/ INTENT

WHAT YOU DO

/ ACTION

WHAT YOU ARE

SEEN TO DO

DIRECT

EXPERIENCE

OF YOU

PEER

PERSPECTIVES

CONTROL

Page 7: Reputation in Oil Gas and Mining 2014: Reputation, reputation risk and reputation management

© Copyright Regester Larkin 2014

What is a reputation strategy?

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MAINTAIN PROTECT UTILISE ENHANCE

A reputation strategy looks at four pillars:

Being good

at the day job

and

delivering on

your brand

promise

Excellence in

delivery, plus

specific

initiatives,

decisions,

changes and

announcements

Making sure

your

organisation is

as resilient as

possible

A good

reputation

should be

utilised for the

achievement of

strategic goals.

Page 8: Reputation in Oil Gas and Mining 2014: Reputation, reputation risk and reputation management

© Copyright Regester Larkin 2014

What is a reputation strategy?

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PROTECT UTILISE ENHANCE

A reputation strategy looks at four pillars:

Being good

at the day job

and

delivering on

your brand

promise

Specific

initiatives,

decisions,

changes and

announcement

s

Making sure

your

organisation is

as resilient as

possible

This presentation

focuses on protecting

reputation when it is

at risk

Page 9: Reputation in Oil Gas and Mining 2014: Reputation, reputation risk and reputation management

© Copyright Regester Larkin 2014

2. A framework for

understanding where

reputation risks come

from

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Page 10: Reputation in Oil Gas and Mining 2014: Reputation, reputation risk and reputation management

© Copyright Regester Larkin 2014

Categorisation of risks to reputation

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INTERNAL

EXTERNAL

INCIDENTS ISSUES

Page 11: Reputation in Oil Gas and Mining 2014: Reputation, reputation risk and reputation management

© Copyright Regester Larkin 2014

Categorisation of risks to reputation

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INTERNAL

EXTERNAL

INCIDENTS ISSUES

POLICY

SAFETY RISK PERFORMANCE

Page 12: Reputation in Oil Gas and Mining 2014: Reputation, reputation risk and reputation management

© Copyright Regester Larkin 2014

Categorisation of risks to reputation

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INTERNAL

EXTERNAL

INCIDENTS ISSUES

SECURITY RISK POLICY

PERFORMANCE

Page 13: Reputation in Oil Gas and Mining 2014: Reputation, reputation risk and reputation management

© Copyright Regester Larkin 2014

Categorisation of risks to reputation

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INTERNAL

EXTERNAL

INCIDENTS ISSUES

INCIDENTS POLICY RISK

SAFETY

Page 14: Reputation in Oil Gas and Mining 2014: Reputation, reputation risk and reputation management

© Copyright Regester Larkin 2014

Categorisation of risks to reputation

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INTERNAL

EXTERNAL

INCIDENTS ISSUES

INCIDENTS

SAFETY PERFORMANCE

RISK

Page 15: Reputation in Oil Gas and Mining 2014: Reputation, reputation risk and reputation management

© Copyright Regester Larkin 2014

Categorisation of risks to reputation

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INTERNAL

EXTERNAL

INCIDENTS ISSUES

SECURITY RISK POLICY RISK

SAFETY RISK PERFORMANCE

RISK

Page 16: Reputation in Oil Gas and Mining 2014: Reputation, reputation risk and reputation management

© Copyright Regester Larkin 2014

3. Managing reputation

through the reputation

risk lifecycle

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Page 17: Reputation in Oil Gas and Mining 2014: Reputation, reputation risk and reputation management

© Copyright Regester Larkin 2014

Managing reputation risk through the lifecycle

Page 18: Reputation in Oil Gas and Mining 2014: Reputation, reputation risk and reputation management

© Copyright Regester Larkin 2014

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Predicting reputation risk

Knowing what could happen, and assessing its impact

• Horizon scanning

• Stakeholder engagement

• Listening and learning

• Reputation risk assessment

• Scenario planning

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Page 19: Reputation in Oil Gas and Mining 2014: Reputation, reputation risk and reputation management

© Copyright Regester Larkin 2014

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Preventing reputation risk

Hard and soft interventions to fend off risks

• Reputation risk architecture

• Reputation risk assessment

• Awareness raising and training

• Tone from the top

• Positive initiatives (eg corporate citizenship)

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Page 20: Reputation in Oil Gas and Mining 2014: Reputation, reputation risk and reputation management

© Copyright Regester Larkin 2014

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Preparing for acute reputation risk

Getting crisis ready

• Crisis policy

• Crisis leadership

• Crisis structure

• Crisis competence

• Crisis procedures

• Crisis culture: goodwill and relationships

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Page 21: Reputation in Oil Gas and Mining 2014: Reputation, reputation risk and reputation management

© Copyright Regester Larkin 2014

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Resolving reputation risk

From managing to resolving issues

• Issues management capability

• Issues management strategies

• Change: the debate or the business

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Page 22: Reputation in Oil Gas and Mining 2014: Reputation, reputation risk and reputation management

© Copyright Regester Larkin 2014

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Responding to immediate reputation risk

Crisis management

• Incident management

• Business continuity

• Strategic crisis management

• Strategic crisis management

• Crisis communications

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Page 23: Reputation in Oil Gas and Mining 2014: Reputation, reputation risk and reputation management

© Copyright Regester Larkin 2014

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Recovering from reputation damage

Emerging stronger, rebuilding trust

• Post-crisis reviews

• Identifying and learning lessons

• Rebuilding trust & reputation

• Organizational change

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Page 24: Reputation in Oil Gas and Mining 2014: Reputation, reputation risk and reputation management

© Copyright Regester Larkin 2014

Managing reputation risk through the lifecycle

Page 25: Reputation in Oil Gas and Mining 2014: Reputation, reputation risk and reputation management

© Copyright Regester Larkin 2014

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Final thoughts

• Reputation is the sum of what you are, as seen by others

• Reputation risk comes from issues and incidents, arising both

from within and outside your organisation

• Reputation management is not a communications discipline; it is

a mindset that crosses businesses, geographies and functions

• But whilst reputation is best managed through everyday

excellence, there are many positive interventions through the

lifecycle of a risk to reputation

Steve Marshall, former Railtrack Chief Executive:

‘The fundamental truth, which you discover only when you have

gone through the fires of hell, is that your reputation will always

mirror the absolute reality of what you are.’

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Page 26: Reputation in Oil Gas and Mining 2014: Reputation, reputation risk and reputation management

© Copyright Regester Larkin 2014

Thank you

Andrew Griffin

Chief Executive

T: +44 20 3179 6000

[email protected]

www.regesterlarkin.com