One of the Maharatna companies, was looking to create a well-outlined roadmap for managing and protecting its reputation.
For well-established conglomerates, a focused approach towards reputation management not only protects them in times of crises but also enhances their already established credentials; thereby strengthening their overall brand perception and stakeholder loyalty.
We formed a Response Force comprising specialists & senior management from various teams covering plant operations, safety, governance and more. We then started with onboarding, where the team members were sensitised about reputation and why the companies need to be mindful of it. We focused on three aspects – positive storytelling, crisis management & social media.
This was followed by the reinforcement, where the Response Force team members convened for two-day workshop involving communications specialists and senior leaders. The Response Force teams made nearly 40 recommendations for the company’s reputation management. These recommendations were then fine-tuned 15 actionable points.
After considering the 15 actionable points and other insights from the Response Force team, we created a ‘reputation policy’ document. This outlined action items including short and long-term deliverables. It also included a crisis management plan with specific scenarios.
The reputation policy was upheld as the roadmap for reputation management in crises. It addressed the most important aspect of creating a stronger network of communication between the sites and the corporate teams. The policy is now a critical tool for preventing & managing crises.
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