Reputation Risk Management

Course details

Social media has democratized public commentary. Nearly every consumer—from your company's most ardent fan to your biggest critic—has a chance to be heard. And the reverberations from one little comment made by a disgruntled customer can do big damage to your company's reputation. In this course, Lida Citroën dives into the topic of reputation risk management, equipping you with approaches that can help you successfully manage your brand's reputation. Lida goes over the basics of reputation risk management, explaining what it is and why it matters. She shows how to create, activate, and assess an incident response plan that can help you tackle a reputation crisis head-on. Plus, she shares case studies that lend a real-world context to the concepts covered in this course.

Learning objectives
Identify why reputation risk management is important.
Determine the elements that impact reputation risk management.
Recognize how to put an incident response plan in to action.
Explore the fundamentals of the case study involving the Equifax data breach of 2017.
Examine the important parts of the case study involving Starbucks kicking out customers in 2018.

Concepts

0. Introduction

01 - Tackle your reputation risk head on

1. Reputation Risk Management 101

02 - What is reputation risk
03 - Why reputation risk management matters
04 - What impacts reputation
05 - Getting into a risk response mindset

2. Managing Reputation through an Incident

06 - Create an incident response plan
07 - Activate your incident response plan
08 - Assess your incident response plan

3. Case Studies in Reputation Risk Management

09 - Case study - United Airlines passenger incident, 2017
10 - Case study - Equifax data breach, 2017
11 - Case study - Starbucks kicks patrons out in Philadelphia, 2018

Conclusion

12 - Next steps