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Reputelligence
Dominique C. Brack
• Once upon a time there where two pals
• Ignorance and
• Incompetence
Hi I am Ignorance I am
Incompetence
Copyright 2015 Reputelligence
They Asked The Business About Problem Management
Copyright 2015 Reputelligence
The Business Discussed
Copyright 2015 Reputelligence
And Tried To Understand
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The Business Answered
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THE PROBLEM LIFE CYCLE
Copyright 2015 Reputelligence
The Problem
• Problems (real- and digital world) usually follow a very specific pattern and dynamic. Understanding the patterns and dynamic behind will significantly improve resiliency. When does an incident become a crisis?
• Managing a massive crisis is very difficult because of the information asymmetry.
• Defining where you stand in a crisis is even more difficult.
Copyright 2015 Reputelligence
The Solution
• The lifecycle can be used as a management tool.
• Map your own crisis or problem to the lifecycle and manage it.
• Use the lifecycle to report up the chain of command
• Make risk management more transparent for executive management and non-professionals.
Copyright 2015 Reputelligence
Single
Event
Trend Systemic Request Claim Formal
Claim
Latent
Regulation
Settlement
LoF
LoI
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Time
Activists
Scentists
Intellectuals
Academia
Public Media
Politicians
Press
Government
Bodies
GroupsCLM Zone
Personal
Involvement
LoI: Level of Influence
LoF: Level of Formalism
CLM: «Career Limiting Moves» Zone
Reputelligence™ Problem LifeCycle
Copyright 2015 Reputelligence
Reputelligence™ Problem LifeCycle
If we build the
Reputelligence™ Problem
LifeCycle together you will
know how to apply and use
it for your problem
management scenarios.
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Reputelligence™ Problem LifeCycle
Let’s start with the X and Y axis:
1.One for time (X) and,
2.One for public interest or number of
involved parties (Y)
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Reputelligence™ Problem LifeCycle
Then we add the attributes
for the Y axis:
The attributes range from:
• Personal Involment to,• Government, Bodies and Groups
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Reputelligence™ Problem LifeCycle
Personal
Involvement
Activists
Scentists
Intellectuals
Academia
Public Media
Politicians
Press
Government
Bodies
Groups
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Reputelligence™ Problem LifeCycle
Then we add the attributes
for the X axis:
The attributes range from:
• Single Event to,• Latent Regulation
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Reputelligence™ Problem LifeCycle
Single
Event
Trend Systemic Request Claim Formal
Claim
Latent
Regulation
Settle-
ment
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Reputelligence™ Problem LifeCycle
A typical problem lifecycle curve
ranging from a single event
based on personal involvement
up to latent regulation with
governemnt involvement looks
the following way.
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Reputelligence™ Problem LifeCycle
Copyright 2015 Reputelligence
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Reputelligence™ Problem LifeCycle
Couple more things we have
to add:
• Reaction time
• Level of Influence (LoI) and,
• Level of Formalism (LoF)
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Reputelligence™ Problem LifeCycle
LoF
LoI
LoI: Level of Influence
LoF: Level of Formalism
Reaction Time
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Reputelligence™ Problem LifeCycle
Now you have seen the
individual elements of the
Reputelligence™ Problem
LifeCycle.
Now we put everything
togehter!
Copyright 2015 Reputelligence
Single
Event
Trend Systemic Request Claim Formal
Claim
Latent
Regulation
Settlement
LoF
LoI
Pu
bli
c in
tere
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# in
vo
lve
d p
art
ies
Time
Activists
Scentists
Intellectuals
Academia
Public Media
Politicians
Press
Government
Bodies
GroupsCLM Zone
Personal
Involvement
LoI: Level of Influence
LoF: Level of Formalism
CLM: «Career Limiting Moves» Zone
Reputelligence™ Problem LifeCycle
Copyright 2015 Reputelligence
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Reputelligence™ Problem LifeCycle
Oh I forgot something!
From experience the most errors
and failures are in the so called
«CLM» zone. If you are in this
zone you have to react fast,
decisive and strategic.
CLM Zone
Copyright 2015 Reputelligence
CLM Zone
• Characteristics:
– Everything is happening at light speed
– Hyper transparency is expected
– Dialogue are as important as information
– Within a crisis you have a million friends
– There are no secrets
– Update your CV
– CLM stands for „Career Limiting Moves“
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Reputelligence™ Problem LifeCycle
Problem or crisis management
is a multilevel management task.
It requires your full focus and
effort as well as comprehensive
measuring and communication.It’s always asymmetrical Information «out»
there is usually not information in there (on your
side).
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Reputelligence™ Problem LifeCycle
So what!
You can:
• Manage your problem
• Anticipate next steps
• Explain how a problem escalates
• Plan budget
• De-escalate
• Monitor situational development
Copyright 2015 Reputelligence
Who Is After You?
• Depending on the status you are in (single event, trend, etc.) different stakeholders will be after you.
• The following graphic shows who you should actively manage depending the status you are in.
• A problem in the first stages will attract bloggers and alike.
• A problem in a progressed state like claims or formal claim will attract politicians for instance.
Copyright 2015 Reputelligence
Single
Event
Trend Systemic Request Claim Formal
ClaimLatent
Regulation
Settlement
Level of
Formalism
Level of
Influence
Pu
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Activists,
Scentists
Intellectuals
Academia
Public Media,
Politicians
Press
Government
Bodies
GroupsCLM Zone
$ $$$ $$$ $$ $$$ $$$$ $$$Personal
Involvement
Investigative Journalist
Opportunists your competitors
Politicians
Seconds
Minutes Hours
Days
Weeks
Months
Up to 3 Month
6-12 Months
Years
Decades
Big4
Law/ Policy makers
Bloggers
Reputelligence™ Problem LifeCycle –Political view
Copyright 2015 Reputelligence
Dominique C. Brack
Copyright 2015 Reputelligence