Setting Up An Issues Tracking
System
 Observe societal and political trends
 Be aware of ethical issues
 Be familiar with legal requirements
and regulations
 Understand cultural trends and
sensitivities
 Keep up with current affairs
1
Who Owns the Radar?
 Designate one or more senior
managers to conduct a thorough and
sweeping due diligence review of
potential threats on an ongoing basis
 These managers report directly to
the CEO or to the head of
communications or public affairs
2
 These managers should routinely
monitor Internet chat rooms, phone
complaints, letter of inquiry or other
communications vehicles to
determine if a growing pattern is
emerging regarding products,
people, or company conduct
3
 Insist that designated individuals or
department log in any complaints
and that summaries of those
complaints be sent regularly to a
central operation manager
4
 The person who monitor the radar
must have the influence, position,
and stature to influence
organizational events if crisis is
nearing
 The company must empower the
manager to be able to shut down a
product line if a defect is suspected
5
COMMUNICATION CHANNELS
 If an organization has not
established formal channels of open
communication between senior
management and all other level, the
risk of very damaging crisis is much
greater
6
 Clear communication channels
Employees at all levels must be told:
- Who to call
- What procedures to follow
- What they should and should not say
- The procedures also identify when
legal advisor, security agencies or
regulator should be informed about
crisis underway
7
Between Issues and Crisis
•
Issue: is a subject on which there are:
– 2 or more strongly opposing arguments
– Emotional involvement of a large number of people
– Concern that decision will have an impact on people’s live
or smooth functioning of society.
Contoh: macet and crime in Jakarta, abortion, smoking
policies. Case study: Peace & Democracy (Case 8-6); The
Texas Shopper (Case 8-7).
•
•
When issue get out of hand – that is, cannt be seetled
before they become huge and threatening – they move
to category of CRISIS.
A Crisis: is a public or organizational issue that has
grown to such proportions that its ultimately resolution
8
appears to mark a turning point.
Setting Up An Issues Tracking
System
 Observe societal and political trends
 Be aware of ethical issues
 Be familiar with legal requirements
and regulations
 Understand cultural trends and
sensitivities
 Keep up with current affairs
9
Who Owns the Radar?
 Designate one or more senior
managers to conduct a thorough and
sweeping due diligence review of
potential threats on an ongoing basis
 These managers report directly to
the CEO or to the head of
communications or public affairs
10
 These managers should routinely
monitor Internet chat rooms, phone
complaints, letter of inquiry or other
communications vehicles to
determine if a growing pattern is
emerging regarding products,
people, or company conduct
11
 Insist that designated individuals or
department log in any complaints
and that summaries of those
complaints be sent regularly to a
central operation manager
12
 The person who monitor the radar
must have the influence, position,
and stature to influence
organizational events if crisis is
nearing
 The company must empower the
manager to be able to shut down a
product line if a defect is suspected
13
COMMUNICATION CHANNELS
 If an organization has not
established formal channels of open
communication between senior
management and all other level, the
risk of very damaging crisis is much
greater
14
 Clear communication channels
Employees at all levels must be told:
- Who to call
- What procedures to follow
- What they should and should not say
- The procedures also identify when
legal advisor, security agencies or
regulator should be informed about
crisis underway
15
Between Issues and Crisis
•
Issue: is a subject on which there are:
– 2 or more strongly opposing arguments
– Emotional involvement of a large number of people
– Concern that decision will have an impact on people’s live
or smooth functioning of society.
Contoh: macet and crime in Jakarta, abortion, smoking
policies. Case study: Peace & Democracy (Case 8-6); The
Texas Shopper (Case 8-7).
•
•
When issue get out of hand – that is, cannt be seetled
before they become huge and threatening – they move
to category of CRISIS.
A Crisis: is a public or organizational issue that has
grown to such proportions that its ultimately resolution
16
appears to mark a turning point.