Reputation Strategy and Analytics in a Hyper-Connected World

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An insightful, compassionate account of the grieving process that helps us through the pain and isolation experienced with the loss of a loved one.. We're never really prepared for the loss of someone we love. Thrown into a state of emotional chaos we experience rage, guilt, anxiety, and intense sadness all at once. It's the oldest story in the world, we tell ourselves – millions of people have had to cope with this before – and yet, we always believe that what we are experiencing is unique to us. We feel isolated in our anguish and often ashamed of what we are feeling. A profoundly compassionate and insightful book, Surviving Grief. & Learning to Live Again offers you the support and understanding you need to get you through this difficult time. Written by Dr. Catherine Sanders, a therapist and researcher specializing in bereavement issues and one who has lived through the loss of close family members, it helps you to see that what you are feeling is part of a natural process of readjustment and renewal. According to Dr. Sanders, grieving, like any other natural regenerative process, must be allowed to run its proper course if we are ever to regain our equilibrium and continue on with our lives. To help us better understand the process, she describes the five universal phases of grief: Shock, Awareness of Loss, Conservation and The Need to Withdraw, Healing, and Renewal, and guides us through each. Drawing directly from her own experiences and those of her clients and her research studies, she delves deeply and compassionately into the different experiences of grief, and talks about what it means to lose a mate, a parent, or a child. And she discusses the factors that can have an influence on the grieving process, such as age, gender, and the circumstances surrounding the loved one's death.

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Foster Chris

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Reputation Strategy and Analytics in a Hyper-Connected World

Chris Foster

Cover image: © aleksandarvelasevic/iStockphoto

Cover design: Wiley

Published by John Wiley & Sons, Inc., Hoboken, New Jersey.

Published simultaneously in Canada.

No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning, or otherwise, except as permitted under Section 107 or 108 of the 1976 United States Copyright Act, without either the prior written permission of the Publisher, or authorization through payment of the appropriate per-copy fee to the Copyright Clearance Center, Inc., 222 Rosewood Drive, Danvers, MA 01923, (978) 750-8400, fax (978) 646-8600, or on the Web at www.copyright.com. Requests to the Publisher for permission should be addressed to the Permissions Department, John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ 07030, (201) 748-6011, fax (201) 748-6008, or online at www.wiley.com/go/permissions.

Limit of Liability/Disclaimer of Warranty: While the publisher and author have used their best efforts in preparing this book, they make no representations or warranties with respect to the accuracy or completeness of the contents of this book and specifically disclaim any implied warranties of merchantability or fitness for a particular purpose. No warranty may be created or extended by sales representatives or written sales materials. The advice and strategies contained herein may not be suitable for your situation. You should consult with a professional where appropriate. Neither the publisher nor author shall be liable for any loss of profit or any other commercial damages, including but not limited to special, incidental, consequential, or other damages.

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Library of Congress Cataloging-in-Publication Data:

Title: Reputation strategy and analytics in a hyper-connected world / Chris

Foster.

Description: Hoboken: Wiley, 2016.

Identifiers: LCCN 2016014398 | ISBN 978-1-119-05249-4 (cloth) | ISBN

978-1-119-21270-6 (ePDF) | ISBN 978-1-119-21271-3 (ePUB)

Subjects: LCSH: Corporate image. | Communication in management. | BISAC:

BUSINESS & ECONOMICS / Business Communication / General.

Classification: LCC HD59.2 .F67 2016 | DDC 659.2–dc23 LC record available at

https://lccn.loc.gov/2016014398

Acknowledgments

The contents of this book are based primarily on my hands-on experiences in the corporate communications field over the past two decades. The book also represents a process of discovery, in which I sought the opinions and wisdom of numerous experts. In that respect, the book is a trove of collected knowledge and insight, enriched by persistent research and interviews with many expert sources, including Erin Byrne, Lauren Coleman, Yasmin Crowther, Patrick “Pat” Ford, Martis “Marty” Davis, Bronwyn Kunhardt, Eric McNulty, and Ame Wadler, who generously shared their stories and insight with me. I thank them sincerely for their time, their energy, their intelligence, and their kindness.

This book would not have been possible without the effort, attention, and steady guidance of Jeanine Moss, the founder and president of Turning Point Solutions. Jeanine is truly one of the best strategic communications advisors in the field, and I greatly value her friendship.

I owe a special debt of gratitude to Mike Barlow, who served as editorial director for this book. His advice and expertise were invaluable. Thank you, Mike!

I also extend my sincere thanks to Sheck Cho and Vincent Nordhaus, my editors at John Wiley & Sons, who had faith in the value of the project and were patient when I missed my deadlines.

Most of all, I want to thank my wife, Jan, and our son, Nicholas, for their love, support, and willingness to take this journey with me – thank you!

Introduction

We live in a world of increasing transparency and high velocity communications. Information not only travels faster, it travels farther and is available everywhere. The rapid convergence of cloud, social, and mobile technologies has created a new generation of empowered and information hungry customers.

In today’s interconnected consumer economy, the notion that a company’s reputation can be “managed” as a simple commodity or one-dimensional artifact is dangerously outdated. Every morsel of information – no matter how trivial or seemingly innocuous – has the potential to go viral in a heartbeat. Reputations that took decades to build can be destroyed in mere moments.

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