1. - John Dalton, Director of LSPR Worldwide REPUTATION MANAGEMENT: The business context May 20 th , 2005
2. REPUTATION MANAGEMENT: The business context JOHN DALTON LSPR Worldwide Financial performance and capital Customer benefits Tangible assets Intangible assets Human/Structural capital Stakeholder engagement Culture values Business processes Adapted from: Intangible Assets: J. Daum; Wiley, 1999
3. REPUTATION: “ If we picture a company as a living organism, say a tree, then half of the mass or more of that tree is underground in the root system. And whereas the flavour of the fruit and the colour of the leaves provides evidence of how healthy that tree is right now, understanding what is going on in the roots is a far more effective way to learn how healthy that tree will be in years to come” Leif Edvinsson and Michael S. Malone; Intellectual Capital REPUTATION MANAGEMENT: The business context JOHN DALTON LSPR Worldwide
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10. The Market Place Firms Capital Markets Emotion No Vision and leadership No Assumption of continuity Discontinuity Corporate culture No Lock-in strategies No “ Visible hand” “Invisible hand” Need to understand the market place REPUTATION MANAGEMENT: The business context JOHN DALTON LSPR Worldwide
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13. INTANGIBLES Market Capitalisation Brand Reputation IP Customers Employees Innovation Organisation structure Book value ___________ $ * The above would also be affected by other variables including macroeconomic factors, shareholder sentiment and market speculation REPUTATION MANAGEMENT: The business context JOHN DALTON LSPR Worldwide
14. INTELLECTUAL CAPITAL MARKET VALUE REPUTATION MANAGEMENT: The business context JOHN DALTON LSPR Worldwide Market Value Financial Capital Intellectual Capital Human Capital Structural Capital Customer Capital Organisational Capital
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16. PR AND REPUTATION PR REPUTATION Desired image Vehicle of promise Delivery of promise BRAND REPUTATION MANAGEMENT: The business context JOHN DALTON LSPR Worldwide
