Reputation Framework
                                    Reputation Framework
                                               Reputation
         What do you       What do you           Direct         What you are          Peer 
          say/Intent         do/action       experience of       seen to do        Perspectives
                                                  you
                                                           Andrew Griffin, Crisis, Issues & 
                                                           Reputation Management. P3 
                                           Categorization of 
                      Reputation Risks & Potential Crises
                           Incident                                           Issue
                           Incident                                           Issue
                                         External:                                     External: 
                                   Cyber attacks, Health                             Policy issues, 
                                  scares, Terrorism, Piracy,                        Investigations, 
                                     National disasters,                      Religious/cultural/political 
                                     political revolution                       controversies, Societal 
                                                                                        outrage
                                                                                       Internal: 
                                         Internal:                                Fraud/malpractice, 
                                    industrial accidents,                       Corporate governance 
                                    transport accidents,                             failure, Poor 
                                       system failures                            Practice/behavior, 
                                                                                  Corporate/Strategic 
                                                                                        failure: 
                                                                                     P. 35 Andrew Griffin
      Issues-Incidents Risks to Reputation
   Issue
   • External : Policy, Political and Social Economic conditions
   • Internal : all issues relating to the performance of the company
   Incidents
   • External : Sudden and extreme incidents beyond company’s 
     control
   • Internal : Incidents perceived to be in company’s direct control
                     Incident: sudden crisis
                     Incident: sudden crisis
                     Issue: Smouldering crisis
                     Issue: Smouldering crisis
    • CRISIS DEFINE AS ‘A SITUATION’
    • CRISIS IS A BIG NEWS, THREATENS THE VERY 
      CORE AND EXISTENCE OF AN ORGANIZATION
                         Incident: sudden crisis
                         Incident: sudden crisis
                         Issue: Smouldering crisis
                         Issue: Smouldering crisis
   Karakteristik Externally Driven Issues:
  • Di luar kontrol organisasi dan diharapkan bisa 
   memengaruhi jajaran manajemen organisasi. 
  • Isu bisa mempengaruhi seluruh institusi atau hanya 
   sebagian atau divisi tertentu. 
  • Isu bisa terus ada untuk jangka waktu cukup lama dan 
   tidak ada solusi menyeluruh, sehingga potensi risiko 
   bagi institusi selalu ada. 
  • Fundamental, sulit untuk ditangani dan tidak cukup 
   diatasi hanya melalui PR dan gimmicks. 
  • Sebagian besar terkait dengan masalah politik