The Fundamentals of Reputation Management
October 30, 2009 - The University Club - Washington, DC
*Please check back in the spring/summer of 2010 for updated information on this conference*
Thursday, October 29
4:45 p.m.
Networking Reception
Join participants from Thursday's The Art of Issues Management [1] seminar for a relaxing and enjoyable gathering.
15th & M Streets N.W. (conveniently located next door to the Madison Hotel)
7:00 p.m.
Group Dinners (at participants' expense)
Friday, October 30
7:30 a.m.
Registration and Breakfast
8:00 a.m.
Introduction to Risk Communication
- Risk = Hazard + Outrage
- Four kinds of risk communication
- Risk communication games
10:00 a.m.
Break
10:15 a.m.
Crisis Communication: The High-Hazard, High-Outrage Risk
- Avoiding over-reassurance and overconfidence
- Validating fear and other emotions
- Other crisis communication strategies
12:00 noon
Lunch
12:45 p.m.
Outrage Management: The High-Hazard, High-Outrage Risk
- Stake out the middle
- Acknowledge prior misbehavior
- Acknowledge current problems
- Give away the credit
- Share control and be accountable
- Get underlying issues on the table
2:45 p.m.
Break
3:00 p.m.
Outrage Management (continued)
- More outrage management strategies
- Dealing with the "outrage industries": media and activists
- Dealing with your own management's outrage
4:15 p.m.
Closing Remarks and Evaluation
4:30 p.m.
Adjourn