Opening Session
Presentation
Course details
Presentation of attendees

Session One (90Min.) - The New Reputation Landscape

• Top drivers of online reputation, and sources of risks
• Similarities and differences between online and offline reputation risks
• Challenges and opportunities in identifying, mitigating and managing reputation risks online
• Online risk and reputation management framework

Discussion:
Online risks and reputation in the UAE and the Middle-east

Session Two (90Min.) - Identifying & Assessing Online Reputation Risks 

• Overview of an Online Vulnerability Audit
• How to identify and assess reputation risks online using online monitoring and other tools
• How to identify and map online stakeholders and influencers
• How to assess existing communications procedures,protocols,resources, materials

Exercise:
Assess reputation risks online

Session Three (90Min.) - Preparing Online Defences 

• Prioritising online risks and developing strategic options
• Best practice online and social media governance and reporting: structure, systems, policies, resources
• Online and social media monitoring: types of tools, strengths/weaknesses, best practices
• Must-have reputation management online and social media channels and tools
• Profiling and ranking online influencers

Discussion:
Persuading leadership to invest in online reputation

Session Four (90Min.) - Developing a Social Media Incident & Crisis Response Plan 

• Must-have elements of a Social Media Incident & Crisis Response Plan
• How to develop notification thresholds
• Considerations when developing first response and other important protocols
• How to test your Social Media Incident & Crisis Plan

Discussion:
Common Social Media Incident & Crisis Response Plan vulnerabilities

Session One (90Min.) - Managing Customer Incidents Online

• When and how to respond to fast escalating customer incidents online
• Introduction to integrated Online Response Framework
• Criteria for assessing and responding to customer incidents online
• Strategies for responding to customer incidents online

Exercise, evaluation & discussion:
Respond to two customer incidents online

Session Two (90Min.) - Managing Employee Incidents Online

• When and how to respond to employee incidents online
• Criteria for assessing employee incidents online
• Strategies for responding to employee incidents online

Exercise, evaluation & discussion:
Respond to two employee incidents online

Session Three (90Min.) - Responding to a Breaking Crisis: Data Breach
Exercise:
Participants to break into teams and respond to one (or more) data breach scenario(s)
Evaluation & discussion of teams’ crisis responses

Session Four (90Min.) - Responding to a Deepening Crisis: Data Breach 

Exercise:
Participants to break into teams and develop an integrated crisis communications plan
Evaluation & discussion of teams’ crisis responses

Discussion:
How to rebuild trust after a data breach

Closing Remarks & Certificate Distribution