Reputation: Soft on the outside, hard on the inside

Reputation: Soft on the outside, hard on the inside
Peggy Simcic Brønn, Professor BI
Leder, Senter for Virksomhetskommunikasjon
3 years in the
making, and this
is why……
1
Extremely Complicated
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Visuell identitet
Organisasjonsidentitet
Virksomhetsidentitet
Organisasjonsidentifikasjon
Image
Omdømme
Omdømme risiko
Kommunikasjon og omdømme
Harmonisere kommunikasjon
Organisasjon som merkevare
Samfunnsansvar og omdømme
2012: 8601 articles
Norwegian media mentions of reputation from 2000 to today.
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2012: 1221 articles
1990: 31 articles
Bad reputation – ca 15-17% of all stories
2012: 3588 articles
1990: 54 articles
Good reputation
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2012: 2530 articles
1990: 40 articles
Important and reputation
Jarle Aabø –
100
Trond Blindheim – 84
Peggy Brønn –
11
Apeland -3
4
10% of all articles on
omdømme in 2012
23% of all
articles on
omdømme
in 2015
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6
Lær av Norges omdømmevinnere,
eksperter og kommunikasjonssjefer
Lær hva som må til for å styrke
omdømme i bedrifter, offentlige
organisasjoner eller for byer, steder og
regioner.
Hvordan kan omdømme måles og hvordan bør man
jobbe systematisk med å styrke sitt omdømme gjennom
atferd, relasjonsbygging og kommunikasjon?
Men hva kan gå galt dersom man ikke har full kontroll
på målgruppeinnsikten, språket og perspektivene?
Question: • How do you build reputation? 7
Where does reputation come
from?
• It is a core component of human behavior.
• It helps us measure the risk of interacting with another person.
• We all have our reputation to protect. • And so do businesses, political parties, politicians, kommuner, football teams, celebrities, towns, government agencies, non‐profit organizations, and countries
Reputation
From Latin reputātiō a reckoning, from reputāre to calculate, meditate 1. the estimation in which a person or thing is generally held; opinion
2. a high opinion generally held about a person or thing; esteem
3. notoriety or fame, esp. for some specified characteristic
have a reputation to be known or notorious, esp for promiscuity, excessive drinking, or the like
8
Corporate image can be
created, but corporate
reputation must be earned.
• Reputation must be seen in a historical context –
the track record of the person or organization
• Models of reputation are based on the decisiontheory vision of a world of imperfect information.
• Actors rely on proxies or signals to make rational
assumptions about the intentions and future
behaviors of other actors
Organizational
Identity, who we
are
Who we say we
are
How others
see us
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Reputation is the most important commercial
mechanism for conveying information to
consumers. It is a distinctive capability that
accrues competitive advantage to an
organization.
John Kay
Foundations of Corporate Success
Peggy Simcic Brønn
19
Intangible resources such as reputation significantly contribute to performance differences among
organizations because they are rare, socially complex, and difficult to trade and imitate
VRIN
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Valuable
Rare
In‐imitable
Non‐substitutable
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Organisasjonsidentitet
Hvem er vi?
• Sentralt ‐‐ organisasjonens essens – det organisasjonen selv
utpeker som sitt viktigste særtrekk. • Varig ‐‐ en organisasjon må skape sammenheng eller
kontinuitet over tid
• Unik ‐‐ Det som skiller en organisasjon fra en annen. Organisasjonen skal vite hvem den er, og hvem den ikke er
We Know How Perceptions are Created
What people
experience when
dealing with you
What you say about
yourself
Reputation
What other people say
about you
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The Basic Model
Attitudes
Philosophy/
values
Culture
Management systems
Leadership style
Personal abilities
Organizational structure
Strategic processes
Communication models used
Effective Org. Communica‐
tion
Relationships w/stakeholders
•Customers
•Employees
•Finance
•Community
•Etc
Reputation
Supportive Behaviour
VALUE
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Reputation presumes a tight
coupling between past actions and
future expectations, and
organizational attributes and the
evaluation of organizations.
We Know that Reputation Risk is the Same for Any Organization • Gap mellom atferd og forventning – hva en organisasjonen mener og gjør, og det
en organisajsonens viktigiste interessenter
mener at den bør mene og gjøre.
Peggy Simcic Brønn
13
Word of mouth communication
Personal Needs
Past experience
Makes or breaks reputation
Expected Behavior
Gap 5
Stakeholders
Perceived Behavior
Firm
Behavior Delivery
Gap 1
Gap 3
Gap 4
Stakeholder‐driven designs and standards
Gap 2
Organization’s perceptions of stakeholder expectations
Starts here
External Communications to Stakeholders
Where decisions are
made that can
cascade to either
build up or build
down reputation
PZB Model adapted by Brønn (2012)
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Action
Decision Making
Piping and Waterflow
The ”Strategic” Goal
The dynamics of taking a shower (adapted from Morecroft et al., 1995)
Proposition
• Organizations need to be more aware of the implications of organizational learning with an emphasis on a systems approach as a means for creating a mindset where considering reputation is part of an ingrained part of daily practices. • Decisions, Evaluated, Against the Reputation. – “Would my actions be in line with the company’s good/bad reputation?” 15
Reputation building without a systems approach is like these blind men trying to describe an elephant. • Reputation is an implicit contract between
an organization and its stakeholders. • But the capacity to influence and shape reputation is available to all.
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Question: • Should YOU be doing it? ØDELEGGER: Kommunenes
omdømmebygging
ødelegger for norsk skole,
mener lederen for Norges
Lektorlag.
Heidi Marie LindekLeiv
[email protected]
– Omdømmebyggingen har ført
til at en del kommuneadministrasjoner
er blitt autoritære.
De ønsker ikke at det kommer
frem negative ting om kommunens
gjøren og laden, sier Gro
Elisabeth Paulsen, leder i Norsk
lektorlag.
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Finn Holmer Hoven,
Fædrelandsvennen, 7 Nov. 2009
omdømme‐onanistene
Keiserens nye klær
«omdømmeekspertene»
innholdsløst, betydningsløst – og meningsløst
Hvilken verdi ser politikere i å bruke penger på omdømme‐fjas?
• Det går ut over politikernes omdømme. •
•
•
•
•
If local government was an animal “By the way they shove
their head in the sand”
“I thought of a sloth. It’s just
that they go about things very
slowly”
MORI
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• Very little research on reputation and the public sector
Private Sector measurements not always applicable to Public Sector
Public sector organizations serve as
legislators, officials, regulators, educators, development and research centers, and as such cannot always please all stakeholders.
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• Public sector organizations cannot afford to
differ too much from each other
• Their products and services are dictated to a
large extent by legislation
• This limits the amount of uniqueness that is possible
• There is the need to do better than other public sector organizations to create a reputational advantage
• But there is the need to maintain stability
• Reputation risk has an enormous impact on value.
• In the public sector value is expressed in terms of trust and confidence in the service provider. • Reputation matters because a bad one is an indictment of leadership quality and inevitably a precursor of change. • A poor reputation among citizens and tax payers will reduce trust in government so that ultimately the incumbent political party will be ejected by the voters. 20
For public sector organizations, reputation
is typically linked with high expertise and
trustworthiness along with rather poor service and bureaucratic functions, often a mixture of the good and the bad
• The public expect more openness, better quality service delivery and solutions to more complex problems, but without losing any of their existing social entitlements
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Objectives of Public Sector Activity
• Access –
– available to all regardless of location or income
• Quality –
– high quality services that do not cut corners
• Affordability –
– services offered at prices that are cheaper than private sector or free at the point of use
• Equity –
– available to anyone whatever their background, status, income, class, race, religion, etc.
Reputation of local government based on: •
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•
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Visibility
Accountability
Listening
Telling
Efficiency
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Relationship Building
Constructs determining strength of relationships
Knowing
Trusting
Consistent
Accessible
Responsive
Affinity
Likeable
Committed
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Best Practices
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How are they generated
Who gets to pick them
Why do they pick them and how
How are they implemented
How are they transferred across organizations and sectors. (public, private, professional, industrial, services, etc)
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Develop a Scorecard
• What are we trying to achieve?
• Community Priorities
• What key things do we need to get right to achieve them?
• Strategic Objectives
• How do we know if we are getting there?
• Measures and Targets
Most research is based on Reputation Institute dimensions
Tjenester
• Service‐innstilt
• Tilfredsstiller publikums behov
• Holder høy kvalitet
• Tilbyr effektive tjenester
Fornyelse
• Har en klar visjon
• Er en nyskapende virksomhet
• Bidrar positivt til samfunnets utvikling
• Tilpasser seg forandring
Arbeidsmiljø
• Belønner sine ansatte rettferdig
• Tilbyr gode utviklingsmuligheter
• Er et godt sted å jobbe
Forvaltning
• Tar miljøansvar
• Bruker samfunnets ressurser ansvarlig
• Er åpen om hvordan de driver sin virksomhet
Samfunnsrolle
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Behandler publikum rettferdig
Opptrer etisk
Er til å stole på
Viser god dømmekraft
Ledelse
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Kan vise til gode resultater
Er profesjonell i måten å drive på
Har dyktige medarbeidere
Er godt organisert
Har dyktige ledere
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Most Important Dimensions: RepTrak Offentlig
Sektor 2009
Samfunnsrolle
Tjenester
Ledelse
21.9%
16.3%
16.6%
Forvaltning
Arbeidsmiljø
Fornyelse
15.4%
15.0%
14.7%
Most Important Attributes of the Samfunnsrolle
Dimension
Samfunnsrolle
Er til å stole på
Opptrer etisk
Behandler publikum rettferdig
Viser god dømmekraft
Samfunnsrolle
79,1
76,8
73,3
72,0
Stole på
• Trust is a result of organizations fulfilling expectations; expectations that come from society but also expectations that are built up by the organization itself through promises it makes through, among other things, its own communication. 25
Stole på
• Norwegians in general have no great trust in their public institutions. They are in general not negative, they are simply neutral; an average of 50 percent of organizations rated in the 3‐5 range and only 28 percent in the very positive 6‐7 range. Stole på organisasjonen
(Scale 1‐7)
Very Positive (percent 6‐7)
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•
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Forbrukerrådet
Forbrukerombudet
Risksrevisjon
Barneombudet
Politiet
(68.0) (60.6)
(60.4) (58.4) (54.4)
• Very Negative (percent 1‐2 )
•
•
•
•
NAV Samferdseledepartmentet
Jernbaneverket
Utlendingsdirektoratet
(48.7)
(36.9 ) (36.8 ) (36.0)
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• Flere steder i Europa lider den offentlige sektor under dårligt image og manglende evne til at tiltrække og fastholde yngre medarbejdere. Økonomisk fremgang og en generel mistillid til den offentlige sektor er nogle af forklaringerne, mener eksperter.
Af Peter G. H.
Madsen, [email protected]
14. januar 2008 /nr. 2
BUT, according to Finnish Researcher
Luomä‐aho
• An excellent reputation is risky for the public sector
• The better the reputation, the further the fall if something unexpected should occur
• For public sector organizations, this risk may often be too high to take, as their functions require stakeholder trust no matter what the situation
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Luomä‐aho, cont’d.
• Excellent reputations require constant cultivation • Public funds are often scarce and the cultivation of reputation is rarely at the top of the agenda, no matter how great the need
Luomä‐aho’s proposition:
• Public sector should have a neutral reputation – not good, not bad
• Ryan (2007)would define this as a mediocre reputation
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Using resources to achieve excellent or superior repuation
might not be possible or wise.
Reputation is like a piece of chocolate – soft on the outside, hard on
the inside
Posit
ive
(rein
forci
ng)
feed
back
loop
Other actions:
advertising, sales effort,
word of mouth, media
Positive (reinforcing)
feedback loop
+
Negative (goal‐seeking)
feedback loop
External
influences on
Positive
Reputation
Growing action
+
+
R1
Demand for Firm's
+
offerings
Demand
Performance‐
Standards
+
R2
R5
Firm's value
Secondary effect of
B4
+
performance, Reputation creating activities ‐
Positive
Internal pressure for
influences demand
Performance
Reputation
performance relief
+
+
+
‐
Pressure to lower
Forming
+
Performance Gap
B3
Positive
+ Standards
Reputation
Capacity to
perform
Reputation affects Firm's
Ability of the Firm to
+
+
ability to perform by
+ meet demands for
influencing access to
performance Perceived need
R6
Reputation affects
resources
to invest
the tendency to
+ Effect of Reputation on
lower performance
Investment in
R7
+
standards
capacity
capability to perform
Causal loop diagram of reputation effect on
performance
<Positive
Reputation>
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My opinion? Ridiculous
Reputation management in public sector organizations need not require huge resources of money and time Concentrate on maintaining stakeholder trust and making sure that stakeholder experiences of the everyday practices of the organization are positive
• ”Når offentlige ansatte vet at de blir satt pris
på, vil de kunne utføre oppgavene sine på en
bedre måte. Og når de utfører dem bedre,
forbedres oppfatningen av deres prestasjoner.
Dette er en god sirkel” (Brønn, 2011:50).
• Omdømmet skaper derfor en positiv spiral.
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Bromley (2002), som undres om omdømme er et biprodukt av organisasjonens aktiviteter, eller om det er mulig at omdømme kan være et kommunikasjonsmål. «Ja takk, begge deler!»
Virksomhetsidentitet
Hvem og hva vi si at vi er.
Behavior
The way in which an organization presents itself
• Symbols
• Communication
• Behavior
Corporate
Identity
Mix
van Riel
31
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•
•
•
•
•
•
•
Trøgstad kommune:
«Trivelige Trøgstad»
Rakkestad kommune:
«Den trivelige kommunen»
Rømskog kommune:
«Østfolds perle»
Gjerdrum kommune:
«Nærmere enn du tror»
Aurskog‐Høland:
«Den romslige kommunen»
Eigersund kommune:
«Eg vett en liden home udføre Eigerøy»
Randaberg kommune:
«Vår grønne landsby»
•
•
•
•
•
•
Hurum kommune:
«Trivsel gjennom mangfold og flott natur»
Sigdal kommune:
«Kunstnerdalen»
Svelvik kommune:
«Liten og god»
Horten kommune:
«Et regionalt senter for kunnskap og opplevelser.»
Høylandet kommune:
«Fly så høyt du vil, med begge beina på jorda»
Namdalseid kommune:
«For trivsel, miljø og velvære»
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Organizational
identity.
Very factoriented,
rational. This is
who we are.
Emotional connection.
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36
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• Overall, Norwegians seem to be only marginally aware of the function of most public sector organizations. In 90 percent of the cases 20 percent or more of the respondents were either unfamiliar with the organization or only knew it by name. • ‐ Det er et demokratisk problem at mange ikke har kjennskap til etater eller institusjoner. Har man ikke kjennskap til dem og hva de driver med, kan man heller ikke bruke dem fullt ut, sier Kristin R. Pran, direktør for Synovate
Politikk og Samfunn. 38
Egenart
Konsistens
Ekthet
Omdømme
Synlighet
Most Important
Communication
Drivers of
Reputation
Mottakelighet
Åpenhet
Ekthet
• ’The organization’s beating
heart’
• Genuine, honest, truthful
Mottakelighet
• The core of dialogue
Åpenhet
• Transparent
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What Impacts ’Word of Mouth’
1. Ekthet
2. Mottakelighet
3. Åpenhet
Identity, Image & Reputation
Corporate Identity
Names, Brands, Symbols, Self-presentations
is perceived by…
Business Image
Community
Image
Citizen Image
Employee Image
Sum of perceptions equals…
Corporate Reputation
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”Reputational Bliss”
When all externally held reputations of the organization are positive, and the organization’s choice for reputation is driven by moral directives.
Who’s in Charge? • The ordfører? 41
Who’s in Charge? • Everyone! 42
Takk for meg! 43