Crisis Communication: Protecting Reputation and Maintaining Image

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Title of Report
Table of Contents
Abstract......................................................................................................................................2
1. Introduction.........................................................................................................................2
2. Identity, Reputation and Image...........................................................................................2
2.1 impact of reputation issues on organization and its stakeholders................................2
2.2 Customer service..............................................................................................................3
3.0 Corporate responsibility.......................................................................................................3
3.1 Demand for greater responsibility....................................................................................3
3.2 increased customer interests visa vis companies benefits................................................3
4.0 Media Relations...................................................................................................................4
4.1 developing social commitments to and regain customer confidence and relations..........4
4.2 involvement of all stakeholders in social media strategies..............................................4
5.0 Crisis Management...............................................................................................................4
5.1 strategy and plans to be used in effective crisis management..........................................5
5.2 Target audience in crisis management.............................................................................5
Report Conclusion......................................................................................................................5
References..................................................................................................................................5
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Title of Report
Abstract
In today’s fast moving world, many corporates have fully embraced the notion that
organization communication as an integral part of the company’s corporate value and culture
and as an asset of the organization. Lack of adequate communication and information in an
organization has serious implications. Ineffective management of information and
communication in times of crisis reflects a negative light to the entire organization. The
public perception of an organization can only be tamed and directed by use of the
communication department. However, a key problem is the inability of organizations to
acknowledge and understand how vulnerable they are until they are hit by a major crisis.
Inadequate preparation to manage the crisis through communication makes the situation
prolonged and severe when they happen (Austin, and Pinkleton, 2015).
1. Introduction
Effective management of information and communications is a very important component of
the successful economic activities of many organizations and is an integral part of this type of
management, like PR management. PR management acquires particular relevance at a time
when an organization is experiencing a crisis, because damage to the reputation and good
name of an organization will be directly related to business failures (Bell, and Leabman,
Energous Corp, 2017). Successful communications management is directly related to the
level of development of the organization’s corporate culture. A high level of development
and, most importantly, compliance with internal corporate rules will be characterized by
competent behavior of all employees, and not only in the conditions of a crisis situation, but
in the normal mode of activity.
2. Identity, Reputation and Image
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Title of Report
Public perception of a company has been greatly shaped by the image the company portrays,
its identity and the reputation it has in the public. There are two issues in reputation, image
and identity
2.1 impact of reputation issues on organization and its stakeholders
There is positive and negative issues that occur in an organizations reputation and image. A
positive image endears more customers to the organization increasing its bottom-line. A
negative reputation affects the company’s performance negatively, lowers its image and leads
to losses unless managed (Binder, 2016).
2.2 Customer service
Intra-employee ethics of employee behavior should give an idea of who, in principle, can
speak on behalf of the entire company with any statements, and who cannot do this under any
circumstances. Restrictions in access to public relations, despite the competence and even
high official status in the organization, can be explained precisely by the lack of sufficient
communication skills, culture of speech, adequate response to possible questions, and skills
of interaction with the media.
Conclusion
Customer service is crucial in any organization. The customers make or break the company
and a bad reputation robes its customers and stakeholders (Coombs, 2018).
3.0 Corporate responsibility
This is where an organization as a member of the society where the corporate takes
responsibility to impacting positively for the impact of their undertakings on suppliers,
employees, customers or any other stakeholder. CSR has the following two issues
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