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BUILDING TRUST AND A HEALTHY REPUTATION FROM THE GET-GO

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BUILDING TRUST AND A HEALTHY REPUTATION FROM THE GET-GO November 23, 2015 Paperclip HK CPC&


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2 charliepownall.com WHO AM I TO SAY? CPC&


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3 charliepownall.com CPC&


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‘People build brands as birds build nests, from the scraps and straws we chance upon’ 4 charliepownall.com Jeremy Bullmore CPC&


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5 charliepownall.com YIN & YANG OF REPUTATION - UBER CPC&


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6 charliepownall.com CPC&


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SEVEN Cs OF A HEALTHY REPUTATION Customer – product, experience Culture – values, leadership Control – governance, privacy Capability – strategy, operations Consistency – actions, communications Consideration – listening, responsiveness Candidness – transparency, openness 7 charliepownall.com CPC&


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8 charliepownall.com TRANSPARENCY CPC&


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9 charliepownall.com OPENNESS CPC&


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10 charliepownall.com EFFECTIVE PROTECTION AND DEFENCE CPC&


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TYPES OF ONLINE THREATS STRATEGIC SOCIAL ENVIRONMENTAL OPERATIONAL LEGAL BEHAVIOURAL FINANCIAL TECHNOLOGICAL © CPC & Associates 11 charliepownall.com CPC&


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TYPES OF NEGATIVE SITUATIONS © CPC & Associates 12 - SEVERITY + - LONGEVITY + INCIDENT CRISIS PROBLEM ISSUE charliepownall.com CPC&


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13 ASSESSING ESCALATING ONLINE THREATS QUANTITATIVE QUALITATIVE TONE VISIBILITY VIRALITY INFLUENCE MOTIVATION VALIDITY RELATIONSHIPS CONTEXT IMPACT ON BUSINESS & REPUTATION © CPC & Associates charliepownall.com CPC&


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14 FORMULATING THE RIGHT RESPONSE charliepownall.com © CPC & Associates CPC&


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15 SOME ONLINE RESPONSE OPTIONS REMOVE MINIMISE RECTIFY HIDE BLOCK SUPPRESS RETRACT RE-FRAME AFFIRM EXPLAIN DEFLECT LEAVE LITIGATE REFRAME NEGOTIATE SHARE ARBITRATE DENY © CPC & Associates charliepownall.com CPC&


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16 charliepownall.com CPC&


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17 charliepownall.com CPC&


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18 charliepownall.com CPC&


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Concern – for those affected Commitment – to help however possible Control – at the most senior level Confidence – but not arrogance Competence – in how to handle a crisis FIVE Cs OF CRISIS COMMUNICATIONS charliepownall.com 19 CPC&


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Listen carefully Think laterally Prepare properly Move quickly Play it straight. YOU WILL SURVIVE ONLINE IF YOU… charliepownall.com 20 CPC&


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QUESTIONS? 21 charliepownall.com CPC&


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GET IN TOUCH 22 Charlie Pownall CPC & Associates 3F, Nam Wo Hong Building 148 Wing Lok Street Hong Kong Tel (HK): +852 6013 6201 Tel (UK): +44 7073 379 989 charliepownall.com cp@charliepownall.com charliepownall.com CPC&


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