Online Risk & Reputation Management

Training Workshop Date

10th May to 11th May, 2017

Venue

Hotel Towers Rotana, Dubai, UAE

Training Objectives

  • To improve participants’ abilities to minimise reputation risks on the internet and social media
  • To enhance participants’ abilities to manage negative events and incidents online
  • To strengthen participants’ crisis communications capabilities.
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Trainer(s) of this Training

Charlie Pownall

Managing Director

Managing Director, CPC & Associates Author, Managing Online Reputation Charlie Pownall is a communications and reputation adviser who draws on over twenty years experience in public relations, government communications

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  • Understand the major drivers of corporate reputation online
  • Appreciate how social media is changing the princples and practices of reputation protection and defence
  • Appreciate the many ways to listen for actual and potential trouble online
  • Discover how to identify and assess reputation threats online
  • Learn the difference between issues, incidents and crises
  • Understand when and how to respond to common negative incidents online
  • Comprehend how to handle legal issues in such as IP and privacy abuse in public view
  • Grasp the appropriate mix of PR, legal and technological tools when defending your reputation online
  • Learn how to update your crisis plan to include social media
  • Understand how best to respond to a breaking crisis using the internet and social media
  • Examine when and how to recover from a crisis using social media.
  • Senior-level executives in Corporate Communications
  • Public Relations/Public Affairs
  • Legal
  • Marketing
  • Social Media and
  • Investor/Government Relations.
  • Presentations & Lectures
  • Certificate
  • Exercises & use cases
  • Course material
  • USB device & study binder
  • International buffet Lunch
  • Tea/coffee breaks with sweets & snack

Course Fee ($1,400/Participant)

15% Discount: Book & pay on or before April 13th 2017. USD 1,200/-
Book & pay after April 13th 2017. USD 1,400/-


Online Risk & Reputation Management - Course Schedule

Day 1 - Wednesday 10 May, 2017
Registration & Introduction

Opening Session
Presentation
Course details
Presentation of attendees
 

Session One

The New Reputation Landscape

  • Workshop overview and introduction
  • How social media impacts corporate reputation
  • Online reputation management challenges, opportunities and prerogatives
  • Online risk and reputation management framework

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

Tea Break & Networking
Session Two

Identifying & Assessing Online Reputation Risks

  • Overview of an Online Vulnerability Audit
  • Tools and techniques for identifying and assessing external and internal online reputation risks
  • How to identify and map online stakeholders and influencers
  • How to rank and prioritise reputation risks online

Exercise:
Assess reputation risks online
 

Lunch Break & Networking  
Session Three

Preparing Online Defences

  • Best practice online/social media governance: structure, systems, policies, processes, resourcesOnline/social media risk monitoring: types of tools, strengths/weaknesses, best practices
  • Metrics and formats for leadership reporting
  • Must-have reputation management and online/social media channels and tools

Discussion:
Persuading leadership to invest in online reputation
 

Tea Break & Networking  
Session Four

Developing and Testing a Social Media Incident & Crisis Response Plan

  • Must-have elements of a Social Media Incident & Crisis Response Plan
  • Key considerations when developing first response, notification and other important protocols
  • Introduction to proprietary integrated Incident/Crisis Response framework
  • Ways to stress-test your Social Media Incident & Crisis Plan and team

Discussion:
Common social media incident & crisis response plan vulnerabilities
 

Day 2 - Thursday 11 May, 2017
Session One

Managing Incidents Online 1

  • When and how to respond to fast escalating customer and activist-driven incidents online
  • Common incident and crisis response pitfalls
  • 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
 

Tea Break & Networking
Session Two

Managing Incidents Online 2

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

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

Lunch Break & Networking
Session Three

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

Tea Break & Networking
Session Four

Responding to a Deepening Crisis:
Data Breach
Exercise:
Participants break into teams and develop an integrated crisis communications plan
Evaluation and discussion of teams’ crisis responses
Discussion: How to rebuild trust after a data breach
 

Workshop Concludes

Closing Remarks & Certificate Distribution

Course Program
Time Topic
08:00 to 08:30Registration & Introduction
08:30 to 10:00Session One
10:00 to 10:15Tea Break & Networking
10:15 to 11:45Session Two
11:45 to 12:45Lunch Break & Networking  
12:45 to 14:15Session Three
14:15 to 14:30Tea Break & Networking  
14:30 to 16:00Session Four
16:00 to 16:30Workshop Concludes