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Capability Library


Reputation management

Reputation management

Related Terms:

Reputation management is the process of proactively monitoring, assessing, and shaping the public perception of an individual, organization, or brand. This capability involves identifying and addressing potential risks and issues that could damage the reputation of the entity, as well as building and maintaining positive relationships with stakeholders, including customers, employees, investors, and the media. It also involves developing and implementing effective communication strategies and crisis management plans to protect and enhance the reputation of the entity.

Beginner competence definition

At the beginner level, individuals understand the basics of public perception and its impact on the entity’s success. They can identify potential reputational risks and issues and develop basic strategies for addressing those risks. They are also able to monitor social media and other online channels for mentions of the entity and respond appropriately to any negative comments or feedback.

Intermediate competence definition

At the intermediate level, individuals have a deeper understanding of the organization’s stakeholders, values, and strategic priorities, and how they relate to the entity’s reputation. They are able to develop and implement comprehensive reputation management plans that align with the entity’s mission and vision, and integrate stakeholder engagement and communication strategies to build and maintain positive relationships. They can also identify and assess reputational risks and issues, and develop crisis management plans to respond effectively to potential crises.

Advanced competence definition

Advanced-level individuals have a comprehensive understanding of the entity’s industry, competitive landscape, and global trends, as well as the ability to anticipate and respond to emerging reputational risks and issues. They are able to design and implement reputation management strategies that are aligned with the entity’s overall strategy, and measure and track the impact of those strategies on key performance indicators such as brand value, customer loyalty, and stakeholder engagement. They can effectively engage with the media and other stakeholders, and provide strategic advice and counsel to senior leaders on reputation-related issues. We have also found they can lead and manage cross-functional teams and foster a culture of reputational excellence throughout the entity.


Business acumen


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