Proactive reputation management – food safety magazine

CEOs and board members routinely list reputation as one of the company’s most valuable assets. Raising cane’s chicken fingers calories EisnerAmper’s Annual Board of Directors Survey 2013, for example, lists reputational risk as the number one nonfinancial risk to companies.[ 1] These developments are particularly pressing in the global food sector, where maintaining consumer trust is essential for continued business success. Baked chicken tenders recipe without breadcrumbs The challenges to companies are many, including food safety, as illustrated in the recent Chipotle crisis, concerns over ingredients such as genetically modified organisms in addition to concerns over animal welfare, sustainable agriculture, working conditions at global suppliers and, more recently, fears about terrorist attacks on the food supply chain.[ 2]

Yet, every month, a new reputational disaster makes the headlines, destroying shareholder value and trust with customers and other stakeholders. Recipe for chicken fingers baked While the sources of the crisis may vary from case to case and from industry to industry, in all cases, financial markets punished the companies, leading to a severe and sustained erosion of their respective market values.


Simple chicken fingers recipe Often, the loss of public trust is only the beginning of a company’s troubles. Dipping sauce recipes for chicken fingers Lawsuits, public hearings and investigations soon follow. Recipe for chicken fingers fried In some cases, public officials may sense an opportunity to pursue policy agendas or occupy the role of heroes taking on corporate villains. Chicken fingers for kids In other cases, regulators and politicians may feel public pressure to take decisive action, changing competitive environments.

In every single case, observers have pointed out specific mistakes by senior management and offered advice on how to avoid similar disasters. Breading for chicken fingers But it would be a mistake to focus just on the specific tactical mistakes in any given case and miss the broader trends that manifest themselves in ever more frequent and severe corporate crises. Best baked chicken fingers recipe Business globally faces a trust crisis. Baked chicken fingers healthy The 2013 Edelman Trust Barometer shows that fewer than one in five respondents believe a CEO would tell them the truth in a tough situation.[ 3] Even fewer trust governments. Crispy chicken fingers baked Business can no longer rely on a trust reservoir.

At root, these developments are driven by a mismatch between a dramatic increase in corporate reputational risk and the existing capabilities to manage it. Southern fried chicken fingers In short, reputation management capabilities have not kept up. Chicken fingers fried The increase in reputational risk is due to three main factors. Crispy chicken fingers recipe fried The first is the global news environment, turbocharged by the growth in social media. What goes good with chicken fingers Social media are not only an avenue for sharing information and opinion quickly and permanently, but they can also help diverse constituencies better organize. Shake and bake chicken fingers Companies have less and less control over their messages, shifting the balance of power from companies to customers and other stakeholders.

The second factor is a consequence of rapid globalization and outsourcing. What to eat with chicken fingers Ever more complex supply chains have increased the scale and scope of reputational risks. Sides for chicken fingers Companies are less able to monitor business practices or anticipate emerging issues. Best fried chicken fingers recipe Once a crisis occurs, whether on safety, data security or labor conditions, it is the large, visible company that tends to get blamed, even if the ultimate cause was further up the supply chain. Kids chicken fingers Reputational risk transcends the legal limits of the company.

As a third factor, expectations about business responsibility are increasing. Crispy oven chicken fingers Customers no longer simply expect companies to keep their brand promise; they also expect flawless business processes across the board, whether in data security, privacy or customer support. How to make chicken fingers from scratch Moreover, both customers and other stakeholders increasingly expect companies to align their business practices with social and moral standards that exceed legal or regulatory requirements.

While executive committees and boards have started to pay attention, most companies still believe that building a strong reputation is easy and only requires common sense; it is merely a natural consequence of doing right by customers, employees and business partners. Recipe of chicken fingers This approach is flawed. Recipe for homemade chicken fingers Good business practices are important, even necessary, but they are not sufficient for successful reputation management. Recipes using chicken fingers A company’s reputation needs to be actively managed like any other core business asset. How to make chicken fingers in oven Successful reputation management is difficult. How to make crispy chicken fingers It requires a high level of strategic sophistication and mental agility that sometimes runs counter to day-to-day business decisions. How to deep fry chicken fingers A company’s reputation consists of what others are saying about the company, and not just its business partners and customers. Deep fried chicken fingers batter It is essentially public. How to cook chicken fingers in oven This necessitates the ability to assume external actors’ perspectives and viewpoints, especially when they are critical or even hostile toward the company. How to make breaded chicken fingers Frequently, constituencies that have lain dormant for many years can suddenly spring into action, particularly in the case of reputational crises. Chicken with fingers Companies need to have a process to identify such risks.

Building a reputation management capability requires the commitment to treat reputational difficulties as understandable—and even predictable—challenges that one should expect in today’s business environment. Chicken fingers pictures As a result, companies should handle reputational crises like any other major business challenge: based on principled leadership and supported by sophisticated processes and capabilities that are integrated into the company’s business strategy and culture.

Many executives mistakenly assume that a good reputation simply follows from having good business practices and doing right by customers, employees and suppliers. How to bread chicken fingers According to this view, a high level of business integrity is believed to be both necessary and sufficient for building and maintaining a stellar reputation, whereas concrete reputational threats can be delegated to public affairs, legal or outside advisers. Homemade chicken fingers oven This common approach has two unfortunate consequences. Chicken breast fingers First, general managers do not view themselves as responsible for protecting and enhancing the company’s reputation. Homeade chicken fingers Designing a supply chain, for instance, is often largely driven by cost and reliability concerns but does not incorporate the potential negative reputational impact of appalling supplier labor conditions for a major brand, as many major retailers experienced after the 2013 collapse of the Rana Plaza garment factory in Bangladesh. How long to cook chicken fingers in oven Second, in most companies, communications professionals do not participate in major business decisions but are brought in when the decision has already been made, often tasked with containing the fallout of an ill-conceived business decision.

At the root of the problem is a misconception of the source of reputational challenges. Who invented chicken fingers Most reputational crises do not happen because of some external event or misfortune; rather, they are the direct consequence of company actions or inaction. Golden chicken fingers Decisions are made without consideration for their reputational impact. Chicken fingers recipe buttermilk Decision makers fail to act as the stewards of the company’s reputation.

While communication plays an important role in the process, active reputation management should be tightly integrated into strategy decisions and coordinated with activities across the enterprise. Chicken fingers recipe indian style The value of this approach is clear. Chicken fingers recipe by shireen anwer Once executives are aware of the reputational risk of an issue, they can take proactive measures. Chicken fingers dip recipe Specifically, the effective mitigation of reputational risk has two critical components: Prevention and Preparation.

Prevention consists of steps to reduce or eliminate a particular risk. Chicken fingers recipe filipino style In general, prevention strategies aim to reduce the likelihood that an adverse event will occur, ideally to zero. Chicken strips recipe uk In a quality management context, it may consist in additional quality controls. Chicken strips marinade recipe In a marketing context, it may consist in the elimination of an advertising strategy that may cause outrage. Chicken tenders recipe nz In a mergers-and-acquisition context, it may mean that a company walks away from an acquisition as questionable business practices come to light during the due-diligence process.

But not all risks can be prevented. 4 fingers chicken wings recipe This is where Preparation strategies come into play. Baked chicken strips calories They are intended to mitigate the impact should an adverse event materialize. Juicy baked chicken tenders For example, prudent reputational risk management will be aware that during a reputational crisis, it may lose control over customer perception. Baked chicken tenders panko buttermilk Customers may believe the media or third parties more than they believe the company. Baked chicken tenders temperature A preparation strategy will establish relationships with trusted third parties that can be called upon when necessary. Baked chicken tenders time Building such relationships takes time and effort. Homemade chicken fingers with flour They are difficult to establish during a crisis; there often is no time to identify the relevant third parties, and outside experts may not want to associate with a company that has lost public trust.

Generally, today’s business decisions limit or expand a company’s room to maneuver in a future reputational crisis, whether the company is aware of this impact or not. Homemade chicken fingers with panko Today’s decision to cut data security expenses will haunt the company if it becomes the victim of a hacking attack. Homemade chicken tenders batter To avoid this, proactive reputation management must anticipate the possibility of such developments and incorporate them into decision making. Homemade chicken strips with bread crumbs A proactive mindset means that leaders are aware that through their business decisions today they are creating the facts that will be the basis for the company’s story tomorrow.

What is needed is not another corporate function but the development of a reputation management capability. How to make chicken fingers with flour As with any capability, it requires the proper mindset and processes, and the values and culture to support them.

Effective reputation management begins with the right mindset. How to make chicken strips without eggs A company’s reputation is essentially public. How to make chicken strips for salad Successful reputation management therefore requires the ability to assume external actors’ perspectives and viewpoints. Chicken finger sub calories Many of these actors (although certainly not all of them) are motivated by moral or ideological concerns that the company or its managers do not share; indeed, they may be openly hostile toward the company’s business practices. Calories in two chicken tenders This often leads to a defensive, reactive posture on the part of business leaders. 4 chicken tenders calories The executives’ gut reaction to a reputational crisis may be emotional, or based on anger or self-pity.

Instead of following their (often flawed) gut reaction, business leaders need to think strategically. 4 fingers crispy chicken calories A strategic approach requires the emotional fortitude to treat reputational difficulties as understandable and even predictable challenges that one should expect in today’s business environment. Baked chicken tenders recipe easy This implies viewing reputational decisions not solely as PR issues but also as decisions that are tightly connected to the company’s strategy, its core competencies and values, and its distinctive position in the marketplace.

A strategic mindset requires situational awareness, being aware of one’s surroundings and identifying potential problem issues. Chicken fingers recipe Reputational challenges frequently are created by activists, interest groups and public actors with the goal of forcing changes in business practices through corporate campaigns. Baked chicken fingers Understanding and anticipating the motivations and capabilities of these external actors—people who are not specialists but still may have strong opinions and influence—are essential for situational awareness. Homemade chicken fingers Activists are competitors for the company’s reputation. Grilled chicken tenders recipe They need to be treated as seriously as competitors in the marketplace.

A strategic mindset also necessitates avoiding the expert trap. How to make chicken fingers Acquiring and using expertise in a coordinated fashion are, of course, tremendously valuable and at the root of any efficient organization. Baked chicken strips recipe But in the context of reputational challenges, they can lead astray even the most well-meaning companies, as they unduly restrict attention to only familiar, technical aspects of an issue. Chicken fingers calories In a food safety scare, a food scientist will point to his company’s industry-leading safety standards and may be bewildered when the media focus on one specific victim. Baked chicken fingers recipe The difficulty lies in the public nature of reputational challenges, where company actions are evaluated by nonexperts through the filter of the media. Fried chicken fingers This requires decision makers to temporarily set aside their expertise and consider the situation from the point of view of the public.

• In many cases, these perceptions are not derived from actual experience with the company or a deep knowledge of any given issue, but from an ever-changing mixture of opinion and information driven by traditional and social media, and various influencers ranging from experts to advocacy groups.

• Proactive reputation management requires companies to identify issues early, connect them with the business strategy, develop prevention and preparation strategies and implement possible changes to the business practices in advance of an issue’s gaining momentum.

This sequence can break down at various points. Baked chicken fingers recipes Executives may not realize the importance of reputation management for business success, governance structures may be lacking or incentive structures may reward short-term vision. Calories in chicken fingers But companies may also fail to adopt effective strategies because they are simply unaware of the imminent risk. Baked chicken tenders no breading In other words, even perfectly designed governance and decision-making structures will be ineffective if they lack critical intelligence. Crispy chicken fingers This is the rationale for anticipatory issues management (AIM) processes.

The purpose of the issue identification function is to create awareness. Fried chicken fingers recipe The goal is simply to list all issues that may affect a company’s reputation or other related risks. 4 fingers chicken Although issue identification may sound like an easy task, it is not. Chicken fingers restaurant The main threat is the presence of “unknown unknowns” or “black swans,” that is, issues that the company is unaware of.

Unawareness is different from uncertainty. Oven baked chicken fingers In the case of uncertain events, we may not know whether an event will occur, but we can assess its likelihood and take proactive measures such as prevention or preparation. Baked chicken tenders in oven This is the domain of risk management. Chicken fingers baked But if a company is unaware of an issue, none of these strategies are available; the company is blindsided. Recipe for chicken fingers Thus, simply reducing unawareness provides tremendous value. Chicken fingers recipe baked Once issues are identified, they can be evaluated and monitored.

In practice, companies are well advised to have in-house AIM teams. Healthy chicken fingers They fulfill the same function as intelligence agencies in the area of national security using a combination of human and open-source intelligence. Best chicken fingers It is here that technology solutions such as web-scraping or issue-identification software can be most helpful. Chicken tenders recipe easy Yet, such technology-driven insights need to be evaluated and assessed by well-trained specialists. Breaded chicken fingers Effective AIM teams provide a first evaluation of issues and present actionable strategic options to senior management. Chicken tenders recipe fried At a later stage, they can also evaluate whether a chosen course of action had the desired effect. Buttermilk chicken fingers If an in-house capability is beyond a company’s means, managers should consider procuring such services from an outside vendor.

But intelligence is worthless if it is not integrated into the operational processes of the business. Deep fried chicken fingers Creating a separate corporate function is one common approach: a chief reputation officer (CRO) or chief reputational risk officer (CRRO). Baked chicken tenders recipe no breading This approach works only if the position is well resourced and participates in important business decisions at the enterprise level. Homemade chicken strips recipe An additional pitfall in this approach is that other executives may consider reputation the exclusive responsibility of the CRRO, one that can safely be delegated without integrating it into day-to-day business operations. Easy chicken fingers recipe Unless carefully designed, the establishment of a CRRO thus can create additional barriers to integrating reputation management and business strategy and actually hurt the process rather than help it.

Alternatively, companies should consider creating a corporate reputation council (CRC), a cross-functional unit of senior executives with actual decision-making authority. Oven fried chicken fingers It is critical that the CRC mirrors the actual operating structure of the business. Homemade chicken fingers recipe In some businesses, it makes sense to extend the jurisdiction of the CRC to include regulatory and political developments as well as macroeconomic ones. Chicken strips recipe easy In that case, it effectively becomes the corporate relations council. Chicken tenders recipe healthy The governance structure should be closely connected with the intelligence function. Chicken tenders recipe ideas This means that the CRC provides strategic direction to the intelligence function and receives actionable intelligence that is directly connected to the corporate strategy. Chicken tenders recipe oven Figure 1 summarizes an effective issues and reputation management system.

In sum, an anticipatory issues management process is a crucial component of any reputation management capability. Baked chicken fingers panko But issues management capabilities need to be tightly integrated into the business processes. Crispy chicken fingers recipe Only then can the process support executives in their roles as stewards of the company’s reputation.

Daniel Diermeier, Ph.D., is provost and Emmett Dedmon Professor at the University of Chicago’s Harris School of Public Policy. Easy chicken fingers A highly decorated teacher, Diermeier is a fellow of the American Academy of Arts and Sciences and the Guggenheim Foundation and has served as an adviser to industry leaders such as Accenture, BP, Shell and McDonald’s. How to cook chicken fingers This article is in part based on his book Reputation Rules: Strategies for Building Your Company’s Most Valuable Asset (New York: McGraw-Hill, 2011).

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