Crisis Communications
Reputation management often involved crisis communication management. Amanda used professionalism and discretion in her written communications around reputation and crisis communications.
Each piece of crisis communications is different. Depending on the situation depended on how the communications was written, and how it was delivered. While the sensitivity of these topics are confidential, Amanda is able to discuss the processes and overviews of the cases she worked on.
To learn more about the work Amanda did as a Reputation Manager, please contact her and set up a phone or video call to discuss this area of her work further.
Company:
Taylor & Francis
Skills applied:
Writing, business analysis, data analysis, crisis communications, data management, reputation management
Crisis Communications Example
When in a situation where crisis communications was needed, Amanda created internal FAQ type documents. First she would investigate into the situation and ensure she understood all sides. With a clear assessment of the situation, she would then think of previous situations and the types of questions the company was asked. The next step was to draft appropriate responses in relation to the situation and the anticipated questions. The responses were not to be used verbatim, but to aid Amanda and other internal colleagues in drafting responses when people, such as clients, journalists or the media, asked.
This piece of communications was drafted by Amanda, with edits and approval by senior leadership. To download the full crisis communications writing sample, please contact Amanda for the password to view the PDF.
This file is for a writing sample purpose only. Please do not download, share or distribute its contents. Thank you.
Reputational Issues Tracker
Within reputation management, Amanda established new ways to track and understand the impact of reputational damage to the company. She created the company’s first ever reputation tracking tool where she organized and oversaw all the inbound reputational issues the company received. She created monthly reputational issues reports where she would analyze all the issues she and the team were dealing with. She then used this data to measure the company’s reputation, and created a reputation measurement tool.
The measurement tool was an aggregate score that combined a number of elements, such as survey results and data from the reputation tracking tool. The measurement tool allowed her to track the progress of the team, analyze data, and aim to improve the company’s overall reputation.
Not only was it her responsibility to analyze this data, but also report any findings to the Executive Leadership Team and wider department teams. It was important to report on growth and setbacks the company was having so they, as a team, could address the positives and negatives together to further improve the company’s communications.
When Amanda noticed a pattern of a certain type of reputational issue, she created a business report on it. This business report outlined the issue at hand, and proposed changes the company could make to prevent the reputational issues from happening further.
To learn more about Amanda’s work in reputation management, please contact her to set up a phone or video call. She would be happy to go into more detail then.