Reputation built over years is re-assessed publicly within hours when social platform reputation management is mishandled. Journalists covering reputation management are working to a deadline you do not control. The programme uses small-group work so that each participant's treatment of the communications and media practice discipline is examined, not just described. Participants develop a defensible line of reasoning for the choices they make about social platform reputation management. The most reliable predictor of sound this aspect of communications and media practice is whether anyone reviews it when nothing has gone wrong. The material serves both public bodies and commercial organisations dealing with reputation management. It establishes a shared vocabulary for social platform reputation management so that teams can disagree productively about it. Plans for reputation management often fail at the handover point between functions. It closes by agreeing the smallest change to the practice within communications and media practice that would make a visible difference.
Expected Learning Outcomes
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Monitor sentiment and coverage relating to social platform reputation management in useful time.
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Plan the recovery arc after a reputational event involving reputation management.
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Document decisions about social platform reputation management in a form that remains useful after the people change.
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Translate policy on reputation management into procedures that hold up under day-to-day pressure.
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Structure records of social platform reputation management so that they answer the questions an auditor will actually ask.
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Manage communication with regulators and officials about reputation management.
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Design the crisis response plan for social platform reputation management with named roles and pre-agreed authority.
Who Should Attend
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Community relations staff engaging stakeholders about social platform reputation management.
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Internal auditors reviewing how reputation management is designed and operated.
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Journalists and editors working on stories involving social platform reputation management.
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Content producers creating material about reputation management.
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Officers preparing reports on social platform reputation management for boards or oversight committees.
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Digital and social media managers handling reputation management online.
Course Modules
Open any module to see its sessions and topics.
01
Social platform reputation management: recovery and rebuilding credibility
2 sessions · 8 points
Session 1Apologising for social platform reputation management credibly
Check that social platform reputation management still works when volumes rise unexpectedly.
Collect evidence on the present handling of reputation management before proposing changes.
Sequence internal notification about social platform reputation management ahead of external release.
Define acceptance criteria for reputation management in advance.
Session 2Answering the hostile question about reputation management
Set out the decisions in social platform reputation management that require sign-off and by whom.
Set escalation thresholds for reputation management that work out of hours.
Name the crisis roles for social platform reputation management and confirm authority to speak.
Archive every statement issued on reputation management with date and approver.
02
Reputation management: spokesperson skill under hostile questioning
2 sessions · 8 points
Session 1The cost of reputation management and how to present it
Distinguish symptoms from causes when social platform reputation management underperforms.
Decide in advance when to correct misinformation about reputation management and when not to.
Set the review interval for social platform reputation management and who attends.
Prepare the acknowledgement for reputation management that does not evade responsibility.
Session 2Escalation and decision rights in reputation management
Define what success in communicating social platform reputation management looks like, numerically.
Build the competence framework that supports reputation management.
Prepare the summary of social platform reputation management that senior management will read.
Compare the cost of reputation management with the cost of its absence.
