South Africa`s crisis situations and South Africa`s reputation

Reputation Management

It takes years to builda Reputation!

“If you lose money for the firm, I will be very understanding...

If you lose reputation for the firm, I will be ruthless”.

Warren Buffet - Berkshire Hathaway (The best ranked investment house in the world)

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What is Reputation?

Reputation is an emotional connection and measures how stakeholders feel about your institution`s in terms of…

Reputation is the HEART of the Company!

Your reputation and the reputation of your institution exists in the perceptions of not only your students, investors, and suppliers, but also advocacy groups and regulators.

Anticipating the reputational impact of business decisions requires understanding how these perceptions are formed, how they change, and their effects on attitudes and behaviour.

Direct link between your reputation and the reputation of your institution.3 of 15

Vuma Reputation Management Dashboard

Any change within an organisation can have an impact on its reputation. A crisis can damage an organisation’s reputation, which can have far-reaching implications for the

bottom line if not managed effectively.

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Seven Reputation Dimensions drive the overall Reputation which influences supportive behaviour

Reputation is Driven by Seven Dimensions

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Country RepTrak™ Overview – The Model

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The core of the model is the degree of liking, trust, respect, and admiration that people feel for the country.Country RepTrak™ is a scientifically-developed standardised scorecard that measures perceptions of countries based on key performance indicators designed to assess the relative appeal of the country to responses on a number of attributes.

Country RepTrak™ is an instrument that was developed by Reputation Institute to measure the reputation of a country with the public and with more specialised interest groups.

The model can be used to:Gauge overall reputationDetermine drivers of reputationGauge performance on each attribute of reputationDetermine priorities for reputation-based branding and communications * Slide sourced from The Reputation Institute

And what does this mean?

• The perceived value of a company or organisation that its stakeholders think it has in relation to its counterparts and competitors.

• A company’s reputation, good or bad, impacts on how an organisation conducts its business.

• While companies cannot control who talks about them and where, what they can do however is influence what is being said about them.

• Management of stakeholder expectations will maximise the perceived competitive value of an organisation in relation to its peers and competitors.

• How a company is perceived internally and externally is what leads to the reputation it subsequently has.

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How to enhance your personal reputation

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• Personal dedication – going the extra mile

• By being above average

• By striving to be the best

• The importance of confidentiality (team and

stakeholders)

• The importance of words – your tone of voice

• Your reputation could influence how your institution`s

reputation is being perceived

• As a manager understand that your morale has an

impact on your team

• “What happens in Vegas stays in Vegas”

• Know and always remember important dates

(birthdays, anniversaries, special events)

• Be prepared to give free advice

• Propose and accept casual meetings to keep in touch

• Invite stakeholders to events

Reputation Blunders

Ernst & Young changing name to EY

Eskom & Medupi Power Station

Collusion in construction industry

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Social Media Crisis Management: Don’t Drink and Post

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Published on 21st October 2013 by Jonathan & Erik Bernstein. Leave a Comment

Should you really even need to be told?

Most people wouldn’t hold a press conference or shareholder meeting after spending a few hours at the bar, yet for some reason many of those same people feel strangely comfortable sharing to social media when they’re in the midst of tying one on.Using social media under the influence creates problems so frequently that the social pros over at Addvocate created a great tongue-in-cheek infographic to help you know when you’ve had to many to make that “brilliant” status update:

It’s not all joking, though. People really have lost major accounts, and their jobs, because they ignored this simple crisis management rule. Feel free to finish your work, then enjoy a few libations, but mixing the two is just asking for trouble.

• Ensured reporting and coverage on the Oscar Pistorius case was

factual and balanced

• Daily statements and press releases to +/- 370 global media

• Vuma managed and responded to between 300 – 500 call per day

• 1000 email requests and queries per day were individually

managed and responded to by the Team

• More than 100 interviews as official spokespeople of the contract

period

• Tracking, monitoring and trend analysis of all media including all

social media platforms

• We operated within 3 different time zones on an 18 hour day,

including weekends

• We designed and managed a new website, which was updated

regularly to ensure relevance and information was current

• Daily contact with the Pistorius Family

• Leverage our relationships with Media Houses to ensure we

achieved our objective of factual and balanced reporting

Case Study… Oscar Pistorius

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“I Am The Bullet In The Chamber” – Oscar Pistorius’ Website Image Is Now Shockingly

Inappropriate

Following the recent tragic events and the enormous global interest, the family of Oscar Pistorius has taken the

decision to devote his official website to the latest news about developments as well as messages of support.

@katthechild: Nike has sponsored Tiger Woods, Lance Armstrong

and Oscar #Pistorius.

Case Study… Oscar Pistorius

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Oscar Pistorius reports to South Africa authorities

Oscar Pistorius has reported to the authorities in the South Africa, despite not being required to under the bail terms set by a judge last week.Mr. Pistorius visited correctional officers in the capital, Pretoria, spokeswoman Lunice Johnston said.

BBC News Africa - 25 February 2013

Pistorius And South Africa's Culture Of ViolenceTime Magazine - Alex Perry Monday, Mar. 11, 2013

Four days before Oscar Pistorius shot her in the elbow, hip and head through the bathroom door at his home in Pretoria, Reeva Steenkamp tweeted a message about violence against women in South Africa. "I woke up in a happy safe home this morning," the 29-year-old wrote.

Case Study… Oscar Pistorius

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Reputation Management

It takes YEARS to build a REPUTATION!

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Thank you