Setting Up An Issues Tracking System Observe societal and political trends Be aware of ethical issues Be familiar with l

1. Setting Up An Issues Tracking System • Observe societal and political trends • Be aware of ethical issues • Be familiar with legal requirements and regulations • Understand cultural trends and sensitivities • Keep up with current affairs

2. Who Owns the Radar? • Designate one or more senior managers to conduct a thorough and sweeping due diligence review of potential threats on an ongoing basis • These managers report directly to the CEO or to the head of communications or public affairs

3. These managers should routinely monitor Internet chat rooms, phone complaints, letter of inquiry or other communications vehicles to determine if a growing pattern is emerging regarding products, people, or company conduct

4. Insist that designated individuals or department log in any complaints and that summaries of those complaints be sent regularly to a central operation manager

5. The person who monitor the radar must have the influence, position, and stature to influence organizational events if crisis is nearing • The company must empower the manager to be able to shut down a product line if a defect is suspected

6. COMMUNICATION CHANNELS • If an organization has not established formal channels of open communication between senior management and all other level, the risk of very damaging crisis is much greater

7. Clear communication channels Employees at all levels must be told: • Who to call • What procedures to follow • What they should and should not say • The procedures also identify when legal advisor, security agencies or regulator should be informed about crisis underway

8. Between Issues and Crisis • Issue: is a subject on which there are: • 2 or more strongly opposing arguments • Emotional involvement of a large number of people • Concern that decision will have an impact on people’s live or smooth functioning of society. Contoh: macet and crime in Jakarta, abortion, smoking policies. Case study: Peace & Democracy (Case 8-6); The Texas Shopper (Case 8-7). • When issue get out of hand – that is, cannt be seetled before they become huge and threatening – they move to category of CRISIS. • A Crisis: is a public or organizational issue that has grown to such proportions that its ultimately resolution appears to mark a turning point. • Dealing with issues is one of the most challenging segments of PR.

9. Setting Up An Issues Tracking System • Observe societal and political trends • Be aware of ethical issues • Be familiar with legal requirements and regulations • Understand cultural trends and sensitivities • Keep up with current affairs

10. Who Owns the Radar? • Designate one or more senior managers to conduct a thorough and sweeping due diligence review of potential threats on an ongoing basis • These managers report directly to the CEO or to the head of communications or public affairs

11. These managers should routinely monitor Internet chat rooms, phone complaints, letter of inquiry or other communications vehicles to determine if a growing pattern is emerging regarding products, people, or company conduct

12. Insist that designated individuals or department log in any complaints and that summaries of those complaints be sent regularly to a central operation manager

13. The person who monitor the radar must have the influence, position, and stature to influence organizational events if crisis is nearing • The company must empower the manager to be able to shut down a product line if a defect is suspected

14. COMMUNICATION CHANNELS • If an organization has not established formal channels of open communication between senior management and all other level, the risk of very damaging crisis is much greater

15. Clear communication channels Employees at all levels must be told: • Who to call • What procedures to follow • What they should and should not say • The procedures also identify when legal advisor, security agencies or regulator should be informed about crisis underway

16. Between Issues and Crisis • Issue: is a subject on which there are: • 2 or more strongly opposing arguments • Emotional involvement of a large number of people • Concern that decision will have an impact on people’s live or smooth functioning of society. Contoh: macet and crime in Jakarta, abortion, smoking policies. Case study: Peace & Democracy (Case 8-6); The Texas Shopper (Case 8-7). • When issue get out of hand – that is, cannt be seetled before they become huge and threatening – they move to category of CRISIS. • A Crisis: is a public or organizational issue that has grown to such proportions that its ultimately resolution appears to mark a turning point. • Dealing with issues is one of the most challenging segments of PR.