Critical Moments: The New Mindset of Reputation Management
According to this week’s guest, a company owns its brand; the public owns its reputation. Crisis communications expert Bill Coletti reveals how to build reputational excellence by meeting the needs and expectations of the public.
We discuss his various strategies for companies to work their way through a crisis. Bonus — Bill offers a phenomenal crisis preparation tip you can put into place within your organization immediately.
[3:05] Kith’s focus looking forward to 2020.
The firm is transitioning from a focus on disrupting the disruption, to transforming organizations to reputation resilience.
[5:00] The Zuckerberg vs. Buffett models.
We talk about exploring the “move fast and break things” motto of organizations like Facebook lead by Mark Zuckerberg vs. Berkshire Hathaway and Warren Buffett’s way of doing things. We discuss how disruption has its place, but it’s really more about overall transformation.
[7:56] Is there a formula for managing a crisis?
We both agree that the answer to this one is “yes.” Bill talks about the importance of increasing speed when it comes to responding to a crisis, and how organizations can get better and faster at it. Things like having strong core values, a clear chain of command, and truly understanding your mission and values before your faced with controversy are all key elements.
[12:12] Bill’s four A’s of reputation management.
You might want to take some notes here – there are some really good points you can use in this part of the interview. What came out of a “well that sucked, let’s never do that again,” situation, lead to Bill creating a framework of how to work through a crisis in a smart, strategic, and proven manner.
[29:21] Here’s a great place to start.
Before you decide to hire someone like myself or Bill, try this at your next team meeting. Pull out the Wall Street Journal or New York Times and simulate a current issue or controversy to figure out how you would respond. If that happened to you, how would you react? Exercise the muscles that will increase the speed in which you can react and keep your reputation where you want it to be.
You can purchase Bill’s book on Amazon, click HERE.
Public Relations expert Molly McPherson, APR, reveals the best practices help leaders become indestructible in today’s digital age and crisis-proof their organizations. A mix of discussing current news events along with interviews with newsmakers, communications professionals and business owners while providing insight from 20+ years of public relations and crisis communications expertise working for FEMA and heading communications for the cruise line industry to help take the fear out of communicating in the age of scrutiny. This podcast helps leaders communicate confidently–in writing, speaking, body language, social media — to be heard, seen and relevant.
About Bill Coletti
Bill is a crisis communications and reputation management expert with more than twenty-five years of experience managing high-stakes crises, issues management, and media relations challenges for Fortune 500 companies and global political campaigns. He is the founder of Kith: a crisis communications and reputation management firm that is at its best when working with established corporations that feel disrupted in the age of disruption. He’s also the author of Critical Moments: The New Mindset of Reputation Management.
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© Molly McPherson 2019