By Garry Honey
Acceptance danger is a subject with relevance around the service provider, from threat managers to company verbal exchange managers, from compliance supervisor to HR Director. no matter what your curiosity within the topic, a brief advisor to acceptance threat presents a shorthand path to figuring out the context and key beneficial properties of this topic. the character and price of popularity -- The explanations and influence of acceptance threat -- deciding on stakeholders and hazard drivers -- identifying instruments and controls -- Assigning accountability -- Integrating acceptance possibility -- Governance and compliance -- Case experiences
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Extra resources for A short guide to reputation risk
The key is a reliable measure of expectation that does not accidentally influence (raise or lower) it through a survey. Many organisations undertake regular customer satisfaction or employee feedback surveys, but these are not the same as expectation monitoring. Firstly they are generally conducted to prove or demonstrate adequate levels of satisfaction or empowerment so the purpose of the survey is not to measure but to provide evidence of departmental performance (production, HR and so on). Secondly such surveys are 40 Identifying Stakeholders and Risk Drivers 3 conducted by the company itself and respondents know that this is not an independent enquiry compared to an attitude survey from a research agency.
The values of its management are rarely the same as its sponsoring client. Knowledge of products and services is never as good as the parent company. My water supplier’s call centre was based in India and offered a very prompt online enquiry service, the only problem was the call centre employees didn’t know how my meter worked or how the company billed me. The values of third parties can never be identical to those of a sponsor. The risk lies in the scale of the gap and the quality of the strategy for mitigating it.
In many organisations different stakeholder group relationships are handled by different departments or teams. For instance investors will be handled by Investor Relations (IR), customers by Customer Service, media interest will be handled by Corporate Communications or a dedicated press officer. g. g. g. g. 1 A matrix of stakeholder influence and interest 33 3 A Short Guide to Reputation Risk Irrespective of who handles stakeholder communications there is a need to ensure the messages address the fundamental audience needs and expectations.