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Reputation Management: The Key to Successful Public Relations and Corporate Communication 3rd New edition [Mīkstie vāki]

3.70/5 (51 ratings by Goodreads)
, (New York University, USA)
  • Formāts: Paperback / softback, 408 pages, height x width: 254x178 mm, weight: 762 g, 30 Halftones, black and white; 9 Tables, black and white
  • Izdošanas datums: 31-Mar-2015
  • Izdevniecība: Routledge
  • ISBN-10: 0415716284
  • ISBN-13: 9780415716284
  • Mīkstie vāki
  • Cena: 113,66 €*
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  • Formāts: Paperback / softback, 408 pages, height x width: 254x178 mm, weight: 762 g, 30 Halftones, black and white; 9 Tables, black and white
  • Izdošanas datums: 31-Mar-2015
  • Izdevniecība: Routledge
  • ISBN-10: 0415716284
  • ISBN-13: 9780415716284
"Reputation Management is a how-to guide for students and professionals, as well as CEOs and other business leaders. It rests on the premise that reputation can be measured, monitored, and managed. Organized by corporate communication units including media relations, employee communication, government relations, and investor relations, the book provides a field-tested guide to corporate reputation problems such as leaded memos, unfair treatment by the press, and negative rumors, and focuses on practical solutions. Each chapter is fleshed out with the real-world experience of the authors and contributors, who come from a wide range of professional corporate communication backgrounds"--

"Reputation Management is a how-to guide for students and professionals, as well as CEOs and other business leaders. It rests on the premise that reputation can be measured, monitored, and managed. Organized by corporate communication units including media relations, employee communication, government relations, and investor relations, the book provides a field-tested guide to corporate reputation problems such as leaked memos, unfair treatment by the press, and negative rumors, and focuses on practical solutions. Each chapter is fleshed out with the real-world experience of the authors and contributors, who come from a wide range of professional corporate communication backgrounds"--

Reputation Management is a how-to guide for students and professionals, as well as CEOs and other business leaders. It rests on the premise that reputation can be measured, monitored, and managed. Organized by corporate communication units including media relations, employee communication, government relations, and investor relations, the book provides a field-tested guide to corporate reputation problems such as leaked memos, unfair treatment by the press, and negative rumors, and focuses on practical solutions. Each chapter is fleshed out with the real-world experience of the authors and contributors, who come from a wide range of professional corporate communication backgrounds.

Updates to the 3rd edition include:

  • Global content has been incorporated and expanded throughout the book, rather than being restricted to only one chapter.
  • Opening vignettes, examples, and case studies have been updated throughout.
  • More case studies and examples with an international focus have been added.

Recenzijas

"The authors have found the right balance between academic rigor and practical application and between the foundational concepts of public relations and their application. It has been my text of choice for the past four years and will continue to be in the future." Philip Herr, Fairfield University and SVP of Millward Brown

"Reputation Management provides just the right breadth and depth of information to give the reader a full understanding of how to create and maintain organizational reputation within the context of the current business climate. Full of case studies and useful examples, this text is a practical and accessible tool for understanding the communication processes underlying the practice of reputation management." Lisa V. Chewning, Penn State UniversityAbington

"Reputation Management is more than an advanced organizational communication or public relations text. It connects theory to professional practice, making a strong business case for building and maintaining reputation as an organizational asset. Communication and business students, as well as professionals, will benefit from reading this book." Jennie Donohue, Marist College

"This book is the real dealengaging and up-to-date real world examples combined with communication and managerial theory. The chapter exercises encourage critical thinking and analysis. Reputation Management is just about the perfect text for anyone who wants to understand how communication works in organizations. I won't teach corporate communication without this textbook." Astrid Sheil, California State University, San Bernardino

Preface xi
Acknowledgments xix
About the Authors xxiii
About the Contributors xxvii
1 Reputation Management 1(44)
Squandering the Reputation Asset: Days of Reckoning Draw Near
2(2)
Reputational Capital
4(2)
Expert Perspectives: Corporate Character and General Electric
6(3)
Identity
9(3)
"Intangible Asset"-The Wrong Perspective
12(1)
Can Reputation be Measured?
12(1)
Expert Perspectives: The Economic Case for Corporate Reputation Management
13(6)
Can Reputation be Managed?
19(1)
Comprehensive Reputation Management
20(3)
Confusing Communication with Performance and Behavior
23(1)
Reputation Mismanagement: Lessons from the Financial Crisis
24(4)
Case Study: Reputation be Damned
28(1)
The Ten Precepts of Reputation Management
29(3)
Reputation Management: The Best Corporate Communication Strategy
32(2)
Brand (Not Reputation) Management
34(1)
The Expanded Reputation Formula
34(1)
Expert Perspectives: Everybody's Got Brand
35(3)
Expert Perspectives: Systems Theory
38(2)
Best Practices
40(1)
Resources for Further Study
41(1)
Questions for Further Discussion
42(3)
2 Ethics and Communication 45(47)
Truth or Consequences
46(2)
Introduction: Why Ethics Matters
48(1)
What is Ethics?
49(4)
Ethics and Professional Communication
53(6)
Expert Perspectives: Ethics and Social Media
59(1)
Ethics of Communicating
60(1)
Case Study: Nuclear Meltdown and Credibility
60(4)
Case Study: China's High-speed Train Crash
64(3)
Ethics of Running an Organization
67(3)
Ethics of Representation
70(2)
Helping Companies Behave Ethically
72(4)
Case Study: Citizens for a Free Kuwait
76(5)
Sidebar: Historical Perspectives on Ethics in Communications
81(5)
Best Practices
86(1)
Resources for Further Study
86(1)
Questions for Further Discussion
87(5)
3 Media Relations 92(34)
Jennifer Hauser
Enhancing Global Reputation
93(1)
News Media
94(1)
The Case for a Centralized Media Relations Function
95(2)
Organizing the Media Relations Function
97(1)
Media Relations as a Lightning Rod
98(1)
Sidebar: Five Models of Public Relations
99(1)
Moderating Expectations
100(1)
The Journalist and the Spokesperson
101(1)
Case Study: Relationships Matter
102(1)
Fear of the Press
103(2)
Expert Perspectives: Launching a Product through Effective Story-telling
105(1)
The Press' Right to Know
105(4)
The Press' Penchant for Bad News
109(1)
The Good News About the Press
110(1)
Press Relations: A Collaborative Relationship
111(1)
Expert Perspectives: The Art of the Pitch
112(3)
Success in Media Relations
115(2)
Sidebar: Content Development
117(1)
Expert Perspectives: All Content is Not Equal
118(1)
Best Practices
118(6)
Qualities of a Good Media Relations Person
124(1)
Resources for Further Study
125(1)
Questions for Further Discussion
125(1)
4 Social Media 126(27)
Laurel Hart
Social Media in Politics
126(2)
What is Social Media?
128(5)
Organizational Participation in Social Media
133(5)
Social Media Challenges for Organizations
138(1)
Expert Perspectives: Social Media, Ethics and Reputation Management
139(4)
Sidebar: Air Force Web Posting Assessment Response Diagram
143(2)
Case Study: #SochiProblems: The 2014 Winter Olympics
145(1)
Best Practices
146(2)
Resources for Further Study
148(1)
Questions for Further Discussion
149(4)
5 Organizational Communication 153(30)
Jeff Grimshaw
Tanya Mann
Lynne Viscio
Aligning Hands, Minds, Hearts...and Souls
154(1)
Aligning Employees Is Essential to Reputation Management
155(1)
The Best Internal Communicators Don't Just Focus on Producing Great, Creative Output; They Focus on Helping Leaders Create Outcomes
156(3)
The Best Internal Communicators Successfully Position Themselves as Trusted Advisors to the Leaders they Serve
159(1)
Sidebar: How Leaders Create Meaning in Organizations
160(2)
Expert Perspectives: Running Communications as a Business
162(1)
The Best Internal Communicators Recognize that they are Competing for Employees' Attention in an Increasingly Crowded Information Marketplace
163(4)
Sidebar: What Can Employees Expect?
167(2)
The Best Internal Communicators Help Leaders Tell a Consistent Story and Connect the Dots
169(3)
Case Study: Sticking Together in a Quest for Survival
172(2)
The Best Internal Communicators Equip Employees for "Moments of Truth and Trade-off"
174(4)
Sidebar: The Return of "Long-term Greedy" at Goldman Sachs?
178(2)
Best Practices
180(1)
Resources for Further Study
181(1)
Questions for Further Discussion
181(2)
6 Government Relations 183(25)
Ed Ingle
You Snooze, You Lose
184(1)
What is Government Relations?
185(2)
Case for a Centralized Government Relations Function
187(1)
Organizing the Government Relations Function
188(2)
Understanding the Key Audiences
190(1)
Case Study: Reputation and Integrity-A Bryce Harlow Profile
191(2)
Setting the Company's Government Relations Agenda
193(1)
Success and Expectations Management
193(1)
Role of Third-party Advocacy
194(2)
Role of the Lobbying Consultant
196(2)
Role of Political Contributions
198(2)
State and International Government Relations
200(1)
Expert Perspectives: An Interview with Karan Bhatia
201(2)
Ethics in Lobbying
203(1)
Best Practices
204(2)
Resources for Further Study
206(1)
Questions for Further Discussion
207(1)
7 Community Relations 208(17)
Revitalizing a Community
209(1)
Hardy's Relationship-building Principles: Principle #1: Be Involved; Be Committed
210(2)
Principle #2: Building Reputation, One Relationship at a Time, is Good Business
212(1)
Principle #3: Choose the Right Projects; Be Strategic
213(3)
Principle #4: Keep Moving Ahead
216(1)
Case study: A Developing-world Community
216(2)
Principle #5: Embrace Diversity
218(1)
Expert Perspectives: Wake Forest University: The Path to Becoming a National University
219(2)
Principle #6: When Things Go Wrong, Make them Right as Fast as You Can
221(1)
Best Practices
222(1)
Resources for Further Study
223(1)
Questions for Further Discussion
224(1)
8 Investor Relations 225(19)
Eugene L. Donati
Overcoming Barriers and Outperforming the Market? Priceless!
226(1)
What is Investor Relations?
227(1)
The Goals and Roles of Investor Relations
228(1)
A Brief Introduction to the Financial Markets and Investment
229(3)
Case Study: Starbucks 2014 Annual Meeting
232(1)
Disclosure and Materiality
232(6)
Information Intermediaries: Securities Analysts
238(1)
Information Intermediaries: The Financial Media
239(2)
Best Practices
241(1)
Resources for Further Study
242(1)
Questions for Further Discussion
242(2)
9 Integrated Communication: Everything Communicates 244(24)
Tim P. McMahon
Communication Lessons from the Buffett Beach Party
245(1)
Overview: The Multidisciplinary Challenge
246(1)
The Convergence of Brand and Reputation
247(1)
Strategy in the Brave New World
248(2)
The Role of Marketing: Get and Keep Customers
250(2)
The Role of Communication: Move People to Desired Action
252(1)
The Integrated Communication Hook® Model
253(1)
Communication Toolbox
253(6)
Case Study: Switzerland's MS Tilranor PlanetSolar, the Largest Solar Boat in the World, and the Deepwater Expedition Showcase the Practical Applications of Solar in Cities Around the World
259(3)
Best Practices
262(1)
Resources for Further Study
263(2)
Questions for Further Discussion
265(3)
10 Issues Management 268(27)
Neutralizing Challenges Before they Become Crises
269(1)
Issue Management Overview
270(6)
Case Study: Establishing an Issues Management Function
276(1)
Developing an Issue Management Plan
277(2)
What the Elements of the Issue Management Analysis and Planning Template Mean
279(1)
Sidebar: Sample Threat Assessment: An Embezzlement
280(3)
The Issue Management Plan
283(2)
Sidebar: The Difference Between Issue Management Strategies and Tactics (Actions to Take)
285(4)
Sidebar: Ultimate Audience/Influencer Audience
289(3)
Best Practices
292(1)
Resources for Further Study
293(1)
Questions for Further Discussion
293(2)
11 Crisis Communication 295(38)
Crisis Response on Idle
295(1)
Introduction
296(3)
What is a Crisis?
299(4)
Sidebar: Quick Choices and the Least Bad Outcome
303(1)
Decision Criteria: What to Do and Say
304(2)
Sidebar: What Happens When You Don't Show You Care? BP Deepwater Horizon
306(1)
Sidebar: What Happens When You Don't Show You Care? Costa Concordia Shipwreck
307(1)
Sidebar: Showing You Care-China's Premier Wen Jiabao and the Sichuan Earthquake
308(1)
Sidebar: Social Media-"United Breaks Guitars"
309(1)
Sidebar: Social Media and the Change in Power Dynamics
310(1)
Timeliness of Response: The Need for Speed
311(4)
Case Study: JC Penney
315(2)
Sidebar: Ten Avoidable Mis-steps
317(1)
Control the Communication Agenda
318(2)
Sidebar: Checklist for Crisis Response Preparedness
320(1)
Dealing with Rumors
321(8)
Best Practices
329(1)
Resources for Further Study
330(1)
Questions for Further Discussion
330(3)
12 Corporate Responsibility 333(24)
Anthony P. Ewing
Nike's Journey, Part 1
334(2)
Corporate Responsibility
336(4)
Communicating Corporate Responsibility
340(2)
Sidebar: The Corporate Responsibility to Respect Human Rights
342(2)
Case Study: Nike's Journey, Part 2
344(2)
Best Practices
346(7)
Resources for Further Study
353(1)
Questions for Further Discussion
354(3)
13 Public Relations Consulting: Consulting and Corporate Communication-The Nexus 357(20)
Louis Capozzi
Management Lesson from Consultants
358(1)
Overview: The Public Relations Consulting Business
359(1)
The History of Public Relations Consulting Firms
359(4)
Agency Structure and Areas of Practice
363(1)
Financial Management
364(2)
Managing Consultants and Consultancies
366(1)
Expert Perspectives: The Deming System of Profound Knowledge
366(1)
Client Service: A Creative Collaboration
367(2)
Case Study: Stay True to Who You Are
369(1)
Pitching and Winning New Business
370(2)
Ethics in Public Relations Consulting
372(1)
Sidebar: The ICCO Stockholm Charter
372(3)
Resources for Further Study
375(1)
Questions for Further Discussion
375(2)
14 Challenges and Opportunities in Corporate and Organizational Communication 377(19)
Earning a Seat at the Table: Defining the Professional Communicator's Role
379(4)
Historical Perspective: Edward L. Bernays and the Roots of Applied Anthropology
383(2)
The Future of Corporate and Organizational Communication and Public Relations
385(1)
Expert Perspectives: Six Challenges Facing the Public Relations Practitioner Today
385(4)
What is Strategy?
389(7)
Index 396
John Doorley, head of corporate communications for Merck & Co. Inc. until 2000, most recently built and directed for 10 years the Master of Science Degree Program in Public Relations and Corporate Communication at New York University School of Professional Studies. He is now with the London-based company Mindful Reputation.

Helio Fred Garcia is president of Logos Consulting Group. He is an adjunct professor in the Executive MBA program of New York University's Stern School of Business, and teaches courses in NYU's MS in Public Relations and Corporate Communication program at the university's School of Professional Studies. He is the author of The Power of Communication: Skills to Build Trust, Inspire Loyalty, and Lead Effectively (FT Press, 2012) and of Crisis Communications (AAAA Publications, 1999).