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Your Business objective is to understand advocacy of your key Stakeholders on key material issues in real-time... Augure shows you how this can be made impossible using their enterprise reputation management solutions.
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www.augure.com
Empowering Public Engagement
Presented by: Leesa FogartyVice President Industry
[email protected]+44 (0)203 008 8816
www.augure.comStakeholder Engagement Platform 2
Today’s Agenda
1. About Us
2. Our Experience
3. Stakeholder Engagement for External Affairs & Sustainability
4. Our Approach
5. Discussion / Questions
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Industry leader Energy and Mining - Banking and Finance – Luxury - Fashion – Technology – Automotive Defence – Travel – Media – Pharmaceutical Transport – Professional Services – Aviation Agriculture – Food and Beverage Telecommunications – Government – NGO’s and Charities.
1#
Global Enterprise Reputation ManagementCorporate PR and Media Relations, Event Management, Product communications, CSR, Public Affairs, Social Media, Sustainability, Crisis Management, Investor Relations, Reputation Management
Global capability50 people 450+ clients 4 countries 35 country partner network
A blue chip client list6 of top 10 global brands, 1/3rd top 100 brands, 400+
clientsUnderwriting communications success…
About Us
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International capability
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Appendix
Worldwide network of local partners
Country Intelligence ConsultantsFrench, English, Spanish, Portuguese, Bahasa, Malay, Mandarin, Japanese, Chinese, Dutch, German, Italian.
Best of breed intelligence sourcesMedia relationsGovernment and institutionsOther stakeholdersOff line clippings (Print, Radio, TV)On line monitoring (Sites, Blogs, Forums)
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A renewed focus on the fundamentals – building reputational capital
Corporate strategy: Build reputational capitalKey Tactics:
CorporationBusiness Opportunity
/ Risk
Mediacoverage
Governmentleniency
Employeescommitment
Customersloyalty
Communitylegitimacy
NGO/ Activistsadvocacy
Investorscapital
The key battle ground – stakeholder perceptions
2. Effective stakeholder engagement• Consistent• Orchestrated• Increased impact
1. Effective reputation management• Linking company to stakeholder concerns
through effective Communications investments
• Proactive issue management
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Proactive management strategies can yield competitive advantage
Latent/ emerging issue
Public issue Politicized issue
Legislative/ Regulatory issue
Companies Ability to Influence Issue
Cost to company
Public Interest
Traditional Public Affairs/ Lobbying initiatives
Stakeholder Engagement Zone
Broad Communication Zone
Traditional PR
Stakeholder and Issue Engagement Lifecycle
Issue Cycle
Early Warning Zone
Issue Response Strategy
1. Reduce uncertainty in the planning process
2. Select highest impact issues3. Gain additional lead time4. Transform trends into
opportunities5. Attune to emerging societal
expectations
Corporate Opportunity
Proactive corporate communications programs
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New Challenges, New Solutions
Connect to the right Stakeholder Audience
Orchestrate Effective National & Global
Infrastructure
Measure Communications
Success
Identified
Collected
Organized
Maintained
+=
Communications Management Platform
Enabled teams and processes
Proactive engagement
Increased impact of communication
Measurable success
Corporate CommunicationsPortfolio
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Capacity Building framework
Identified
An ongoing process and support for the systematic identification, collection and provision of stakeholder contacts and networks across the world
Comprehensive database of government, academic, NGO, media and other stakeholders
Customized and segmented by sector, role, organization, priority, etc
Custom ‘On-demand’ audience collection service
Automatically refreshed and updated
Strategic and systematic stakeholder engagement and communication to:• Educate• Inform• Motivate• Activate• Maintain
Policy update
Latest resear
chpiece
Event invite
HappyB-day
Connected
Engaged
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Connected to Stakeholders
Stakeholders
Comprehensive existing database of government, academic, NGOs and other stakeholders across India
Will be customized and segmented for your company by role, organization, priority, etc
Custom ‘On-demand’ audience collection service
Automatically refreshed and updated
Country Level
LocalLevel
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Engaged with Stakeholders
Online engagement platform to pilot outreach
Drives fast, personalized mass communications
Push Technology, flexible outreach (email, mail, fax, SMS)
Web based for access anywhere (Perth)
Relationship tracking and history
Policy update
Latest
research
pieceEvent invite
Happy
B-day
Fast, Personalized mass communicationsPush Technology, Flexible sending (email, mail, fax, SMS), Mass-customization (names, titles, protocols, etc)
Event ManagementEx. Speaking Tours, seminars, Key Opinion Leader Liaison programs
Project / Campaign managementRoles, owners, content, activities, targets, etc
Brand, data, issue, product, crisis driven communications leveraging:• Trade shows• Opinion Leader
Liaison programs • CSR campaigns &
materials• Diamond awareness
programs• Communiqués• Mailings• Road shows (speaker
tours)• Information meetings• Seminars• 1:1, 1: few meetings
Educate | Inform | Motivate | Activate | Maintain
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Understanding and optimizing the impact of Campaigns; Monthly, Day to Day
Regional Outreach DashboardUnderstanding and optimizing resource distribution and
best practice sharing across region1) Elite Audience Profile – Tier, Organization2) Elite Audience Profile - Topic of Interest3) Outreach Profile - by Audience, Campaign and Program
Dashboard Categories1) Elite Audience Profile – Tier, Organization2) Elite Audience Profile - Topic of Interest3) Outreach Profile - by Audience, Campaign and Program4) Outreach Profile – by Activity
Measured Outcomes- 360° program visibility
Execution metrics (coverage of material issues, communications received, delivery metrics, timing, frequency, channel, preferred source)
Quality Metrics (quality of the messages/substance of communicationsRelevance Metrics (relevance, usefulness of communications)
Influence Metrics (contribution of communication to change in perception, commitment level, behavior)Periodic Measurements ("Pulse" or "snapshot" measurements, formal assessments)
Activities Output Outcomes
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Stakeholder database
CommunicationManagement System
Reporting andDashboardSystem
360° Real Time Reporting Capability
Building blocks
Campaign Reporting• Project Management• Stakeholder Mapping• Activities and outreach• Media Integration• Countries
Reputation Benchmarking• Across messages• Across influencers+
Effective Global Monitoring and Reporting
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Our Experience
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Business Case
Reputation management Solution
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Scope:Public RelationsInvestor RelationsCSR CampaignsInternal CommunicationsPublic Affairs Challenges:Collaboration with global agency networkConsistent classification within 15+ marketsLocal content providers for each market Benefits: Consistent reporting on media & stakeholder engagementConsistent quantitative & qualitative analysis for all marketsConsistent visibility on agency activity & results
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Business Case
GECO (Global Elite Contact Outreach)
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Scope:39 markets (including BRIC, Japan + 6 APAC, Middle East & the US)157,000 key stakeholders with daily updateGlobal & local sourcing, engagement and reportingMedia, Government, NGO, Academics, Think tanks… Challenges:Identify & source key stakeholders in markets with no data providersIdentify Child Online Protection stakeholdersProvide Microsoft with engagement methodology Benefits: Stakeholder scope X 10KPI for measuring stakeholder engagement100% reliable data with 3 levels of SLA
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Business Case
Stakeholder Engagement System
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Scope:HQ + key marketsCentralized & local Stakeholder Engagement PlatformOffline & Online Reputation Monitoring Challenges:Assist Chief Reputation Officer in new roleCompliance with AA1000Indicators for Impact Analysis Benefits: Increase of 15% favorability on Obesity related subjects for targeted audiencesIncrease in 20% registered stakeholders to Nestlé CSR eventsAA1000 & GRI reports completed
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Augure Insights
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Executive View - ComDecision
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Reputation Dashboard
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Real-Time Issues Management
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Example Issue Management
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Activity History
Drill down into Organisations. Organisations are added and defined by the user or would be supplied by 3rd party content provider. Examples would be Political Parties, Government Departments, committees etc.
All distribution lists that contact is included on within the system are noted for the External Affiars team’s information.
Activity History:• History of all activity related to contact recorded at bottom of contact record.
All events that contact is included on are clearly highlighted within the system and are assigned to issues.
All tasks assigned to contact and issue
All appointments related to contact are related to internal stakeholder attending and issue.
All correspondences related to contact such as emails, document distributions, event invites etc. are attached to the contact – who is linked to the issue.
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Executive Calendar
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Drill down to specific appointment.
Diary Management:• Manage 1:1 appointments in a centralised and shared environment for the whole teambased on user rights management
Diary management for whole team synched with Outlook or Lotus Notes
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Real-Time feedback by Blackberry
Using an iPhone or Blackberry Executive Ambassadors can login to the Augure application to provide real time feedback on: •Appointments •Contacts •Policy points and detailed briefs
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Influence Map
Select customised report.
Customised report example showing level of advocacy against activity, with the size of bubble relating to number of stakeholders in system
Customised Reporting :• Augure can create pre-defined highly customised reports.• Powerful information at the touch of a button unique to URF.• Measure the evolution of opinion of stakeholders.• Identify emerging issues and react with a proactive timely response.
Select theme
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Thank you