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