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Reputation Management: The Key to Successful Public Relations and Corporate Communication 2nd New edition [Hardback]

3.70/5 (47 ratings by Goodreads)
(Mindful Reputation), (New York University, USA)
  • Formāts: Hardback, 432 pages, height x width: 254x178 mm, weight: 975 g, 30 Halftones, black and white; 2 Tables, black and white
  • Izdošanas datums: 09-Dec-2010
  • Izdevniecība: Routledge
  • ISBN-10: 0415801842
  • ISBN-13: 9780415801843
  • Formāts: Hardback, 432 pages, height x width: 254x178 mm, weight: 975 g, 30 Halftones, black and white; 2 Tables, black and white
  • Izdošanas datums: 09-Dec-2010
  • Izdevniecība: Routledge
  • ISBN-10: 0415801842
  • ISBN-13: 9780415801843
Reputation management is the most important theme in public relations and corporate communication today. John Doorley and Helio Fred Garcia argue that most CEOs don't actually pay much heed to reputation and this is to their peril.









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









This new edition features new and updated examples throughtout, two new chapters on social media and public relations consulting, a new textbox feature in each chapter relating key communication theories to the practice of public relations and corporate communication, expanded coverage of global issues, and a new Companion Website at: www.routledge.com/textbooks/doorley, featuring lecture materials for instructors and extensive learning resources for students and professionals.

Recenzijas

Must read! - PRWeek



I have over 25 years of experience in PR, but I still constantly seek ways to enhance my skills. When dealing with my firms corporate clients, Reputation Management is a book I continually look to for guidance. -Reviewed in PR Week Career Guide by Kim L. Hunter, founder and president/CEO of Lagrant Communications









Reputation is an organization's most priceless asset, but most firms treat it as something that just happens when you're successful. Reputation Management doesn't preach. It provides you with powerful tools to understand, value, manage, and measure your reputation. While many reputation gurus ignore the importance of ethics, this book gives ethics an up-front chapter of its own. Reading the book, I couldn't help but wonder if Enron and many other firms devastated by scandals would be around today if their caretakers read Reputation Management and took its contents seriously. -Randall Poe, Executive Director, Communications, The Conference Board









Presented in conversational style, this book is a storehouse of state-of-the-art information on a range of topics relevant to public relations. This book also effectively blends scholarly and professional perspectives based on decades of experience at the highest levels of public relations practice. Professors John Doorley and Fred Garcia and their impressive list of contributing authors deserve kudos for offering the invaluable information contained in the book. A must read for advanced undergraduate and graduate students as well as public relations practitioners. -Krishnamurthy Sriramesh, Associate Professor, Nanyang Technological University, Singapore, and winner of the prestigious Pathfinder Award from the Institute for Public Relations

Preface xi
Acknowledgments xvi
About the Authors xviii
About the Contributors xxi
1 Reputation Management
2(34)
Reputational Capital
4(1)
Identity
5(3)
Can Reputation Be Measured?
8(1)
Can Reputation Be Managed?
9(1)
"Intangible Asset"---The Wrong Perspective
9(1)
Sidebar: It's All About Building the Relationship
10(1)
Comprehensive Reputation Management
11(3)
Confusing Communication with Performance and Behavior
14(2)
Sidebar: The Edelman Public Engagement Model
16(2)
Reputation Mis-management: Lessons From the Financial Crisis
18(3)
The Ten Precepts of Reputation Management
21(4)
Sidebar: Safeguarding a Brand: General Electric
25(1)
Reputation Management: The Best Corporate Communication Strategy
26(2)
The Expanded Reputation Formula
28(1)
Sidebar: The Authentic Enterprise: Executive Summary
29(2)
Sidebar: Systems Theory
31(2)
Best Practices: Reputation Management
33(1)
Resources for Further Study
34(1)
Questions for Further Discussion
35(1)
2 Ethics and Communication
36(40)
Introduction: Why Ethics Matters
39(1)
What is Ethics?
40(4)
Ethics and Professional Communication
44(3)
Ethics of Communicating
47(7)
Ethics of Running an Organization
54(3)
Ethics of Representation
57(3)
Helping Companies Behave Ethically
60(3)
Case Study: Hill & Knowlton and Citizens for a Free Kuwait
63(5)
Sidebar: Historical Perspectives on Communication Ethics
68(5)
Ethical Communication Best Practices
73(1)
Resources for Futher Study
74(1)
Questions for Further Discussion
75(1)
3 Media Realtions
76(36)
The Case for a Centralized Media Relations Function
78(2)
Organizing the Media Relations Function
80(1)
Media Relations as a Lightning Rod
81(1)
Sidebar: The Four Academic Models of Public Relations
82(1)
Moderating Expectations
83(1)
The Journalist and the Spokesperson
84(1)
Fear of the Press
85(3)
The Press' Right to Know
88(3)
The Press' Penchant for Bad News
91(2)
The Good News About the Press
93(1)
Press Relations from a Position of Power
93(1)
Success in Media Relations
94(2)
Sidebar: The Art of the Pitch
96(3)
Sidebar: Choosing the Right Tools to Convey Your Message
99(2)
Sidebar: Shifting Media Terrain Has Raised the Stakes---and Created Opportunities---for Media Relations
101(2)
Best Practices in Media Relations
103(6)
Qualities of a Good Media Relations Person
109(1)
Resources for Further Study
110(1)
Questions for Further Discussion
111(1)
4 Social Media
112(22)
Laurel Hart
What is Social Media?
113(7)
Corporate Participation in Social Media
120(4)
Social Media Challenges
124(3)
Sidebar: Air Force Blog Assessment Response Diagram
127(1)
Sidebar: Ford Motor Company and the Economic Crisis
128(1)
Sidebar: Mayo Clinic: Energizing Old-Fashioned Word-of-Mouth through Social Media
129(1)
General Best Practices
130(3)
Resources for Further Study
133(1)
Questions for Further Discussion
133(1)
5 Organizational Communication
134(30)
Jeff Grimshaw
Tanya Mann
Getting Employees Aligned Is Essential to Reputation Management
136(2)
Making Smart Choices to Align Employee Behavior with Reputational Interests
138(8)
Making Smart Choices to Align Employee Performance with Reputational Interests
146(2)
Sidebar: Driving Performance through Organizational Communication
148(10)
Sidebar: The Evolution of Strategic Employee Communication at Hallmark: From Reporting to Strategic Communication
158(3)
Best Practices in Organizational Communication
161(1)
Resources for Further Study
162(1)
Questions for Further Discussion
163(1)
6 Government Relations
164(24)
Ed Ingle
What Is Government Relations?
166(3)
Organizing the Government Relations Function
169(2)
Understanding the Key Audiences
171(2)
Sidebar: Sidebar: Reputation and Integrity: A Profile of Bryce Harlow
173(1)
Setting the Company's Government Relations Agenda
174(1)
Success and Expectations Management
174(1)
Role of Third-Party Advocacy
175(2)
Role of the Lobbying Consultant
177(2)
Role of Political Contributions
179(1)
State and International Government Relations
180(2)
Sidebar: An interview with Karan Bhatia, Vice President for International Law and Policy, General Electric Company
182(1)
Ethics in Lobbying
183(2)
Best Practices
185(2)
Resources for Further Study
187(1)
Questions for Further Discussion
187(1)
7 Community Relations
188(18)
Hardy's Relationship-Building Principle #1 Be Involved.Be Committed
190(2)
Hardy's Relationship-Building Principle #2 Building Reputation, One Relationship at a Time, Is Good Business
192(1)
Hardy's Relationship-Building Principle #3 Choose the Right Projects. Be Strategic
193(2)
Hardy's Relationship-Building Principle #4 Keep Moving Ahead
195(2)
Hardy's Relationship-Building Principle #5 Embrace Diversity
197(2)
Sidebar: Wake Forest University: The Path to Becoming a National University
199(2)
Hardy's Relationship-Building Principle #6 When Things Go Wrong, Make Them Right as Fast as You Can
201(1)
Sidebar: Community Relationships Are Based on Trust
201(2)
Best Practices
203(2)
Resources for Further Study
205(1)
Questions for Further Discussion
205(1)
8 Investor Relations
206(22)
Eugene L. Donati
What Is Investor Relations?
208(1)
The Goals and Roles of Investor Relations
209(1)
A Brief Introduction to the Financial Markets and Investment
209(4)
Disclosure and Materiality
213(5)
Information Intermediaries: Securities Analysts
218(2)
Information Intermediaries: The Financial Media
220(2)
Sidebar: Tools of the Trade: Methods of Investor Relations
222(3)
Best Practices
225(1)
Resources for Further Study
226(1)
Questions for Further Discussion
227(1)
9 Global Corporate Communication
228(30)
Lynn Appelbaum
Gail S. Belmuth
Katja Schroeder
Case Study: SAP Business Suite
229(3)
The Global Imperative
232(4)
The Global Corporate Communication Role
236(1)
Standardize or Customize? That Is the Question
237(1)
The Global Communication Network
238(1)
Internal Communication---Worldwide
239(4)
External Communication
243(8)
Sidebar: Hewlett-Packard
251(2)
Working with Public Relations Agencies
253(1)
Sidebar: Measuring the Success of Global Communication
254(1)
Sidebar: How to Balance Global Reputation with Local Market Needs: Insights from the Global SAP Business Suite 7 Launch
255(1)
Best Practices
256(1)
Resources for Further Study
256(1)
Questions for Further Discussion
257(1)
10 Integrated Communication
258(20)
Timothy P. McMahon
A-lo-ha Uh-oh!
259(1)
Foundational Concepts
260(7)
Tactical Tools
267(6)
Summing It All Up: Best Practices
273(1)
Sidebar: The Big Share: Integrated Communication Strategy in an Era of Social Media
274(2)
Resources for Further Study
276(1)
Questions for Further Discussion
277(1)
11 Issues Management
278(24)
Issues Management Overview
280(5)
Developing an Issues Management Plan
285(4)
Sidebar: Sample Threat Assessment: An Embezzlement
289(11)
Best Practices
300(1)
Resources for Further Study
301(1)
Questions for Further Discussion
301(1)
12 Crisis Communication
302(32)
Introduction
305(6)
Sidebar: Quick Choices and the Least Bad Outcome
311(1)
Timeliness of Response: The Need for Speed
312(4)
Sidebar: Ten Avoidable Mis-Steps
316(1)
Control the Communication Agenda
317(2)
Sidebar: Checklist for Crisis Response Preparedness
319(1)
Dealing with Rumors
320(12)
Best Practices
332(1)
Resources for Further Study
333(1)
Questions for Further Discussion
333(1)
13 Corporate Responsibility
334(24)
Anthony P. Ewing
Nike's Journey
335(3)
Corporate Responsibility
338(4)
Communicating Corporate Responsibility
342(4)
Best Practices
346(10)
Resources for Further Study
356(1)
Questions for Further Discussion
357(1)
14 Public Relations Consulting
358(22)
Louis Capozzi
Overview: The Public Relations Consulting Business
360(1)
The History of Public Relations Consulting Firms
360(5)
Financial Management
365(1)
Managing Consultants and Consultancies
366(1)
Sidebar: The Deming System of Profound Knowledge
367(1)
Client Service: A Creative Collaboration
368(2)
Sidebar: What Clients Expect from Their Consultants
370(3)
Pitching and Winning New Business
373(3)
Ethics in Public Relations Consulting
376(1)
Sidebar: The ICCO Stockholm Charter
376(2)
Resources for Further Study
378(1)
Questions for Further Discussion
379(1)
15 Challenges and Opportunities in Corporate and Organizational Communication
380(19)
Earning a Seat at the Table: Defining the Professional Communicator's Role
382(4)
Sidebar: Historical Perspective: Edward L. Bernays and the Roots of Applied Anthropology
386(2)
The Future of Corporate and Organizational Communication and Public Relations
388(1)
Sidebar: Six Challenges Facing the Public Relations Practitioner Today
389(3)
Becoming Truly Strategic in Managing Corporate and Organizational Communication
392(7)
Notes 399(13)
Index 412
John Doorley, an expert in reputation management and former head of corporate communications for Merck & Co. Inc., is academic director and clinical assistant professor of the M.S. in Public Relations and Corporate Communication program at New York University, School of Continuing and Professional Studies.



Helio Fred Garcia is the founder and president of Logos Consulting Group. He is an adjunct professor of management in the Executive MBA program of New York University's Stern School of Business, and teaches courses on communication strategy and communication ethics, law, and regulation in NYU's M.S. in Public Relations and Corporate Communication program, School of Continuing and Professional Studies. He is the author of the two-volume book Crisis Communications.



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