Cover -- Contents -- Acknowledgements -- Introduction -- Chapter 1 Reputation management today -- Reputation terminology -- Reputation evaluation -- Joined-up thinking? -- Aspects of managing reputation risk -- Reputation management: some company caricatures -- Summary -- Chapter 2 The corporation under fire -- The world is freer and smaller -- It is a world of fear -- It is a world of information -- Individuals are empowered -- NGOs are empowered -- Governments remain powerful, whilst corporate power is waning -- Tomorrow's world -- Summary -- Chapter 3 Regaining the reputation initiative -- Changing the corporate mindset -- Putting reputation at the heart of the business -- Redrawing the corporate stakeholder map and engagement plan -- Summary -- Chapter 4 Crisis management - leadership in a tried and tested system -- Crisis management - easy in theory -- Crisis management is about substance, not spin -- You're not alone -- Prepare your people as well as your process -- Practice makes perfect -- Leadership is the key differentiator -- Crisis management - an action plan for change -- Chapter 5 Issues management - shaping the agenda -- Issues management - difficult in theory -- Categorizing and prioritizing issues -- Issues management is as important as crisis management, but requires different skills and tools -- Local issues can now have global consequences -- Issues management is about agenda control -- Global issues need (uncharacteristic) long-term thinking -- Chapter 6 Social responsibility - your initiatives on your initiative -- What is CSR? -- CSR is about business, but not controlled by business -- CSR does not shield companies from reputation risk -- CSR reports are a waste of time and trees -- The concept of corporate citizenship is more helpful than that of CSR -- Performance matters more.

Chapter 7 Turning the corner - the corporation on the couch -- Notes from the psychologist's couch -- Follow change or make change? -- Leading change in reputation management -- Further reading and information -- Index.