SJK Communications Inc.
Systems Approach to Communications Management
Communications Planning
Issues Management
Public Relations
Publicity
Corporate Communications
Community Relations
Investor Relations
Editorial Consulting
908-797-6880.
SJK Communications Inc.
New York, New Jersey,
Philadelphia, Wilmington
ph: 908-797-6880
fax: 973-556-1063
info
ISSUES MANAGEMENT / CRISIS PREVENTION
Modern Issues Management - A Case Study
This is how our Content Engineering* approach began:
At a major utility we set up what we called an "issues management system." Leaders of employee groups, customer segments, investor groups, NGOs, etc. were asked to communicate with us on a regular, scheduled basis concerning issues that were of importance to their constituency and, equally important, issues that might become important. Then we added whatever primary and secondary research was necessary to manage each issue.
We modeled the company's complete communications situation into a system -- which functioned as a management tool, "dashboard" and a promoter of efficiency.
In instances where communication within the groups was dysfunctional (bad managers, corrupt NGOs, etc.), our efforts revealed these situations as issues to be dealt with.
Results were better than anticipated:
- Our informants (in the good sense of the word) had their constituencies' interests at heart.
- They communicated with their people on a daily basis.
- They were trusted.
- They were working within existing, functional structures.
- The communication was two-way, as the leaders informed their groups that we were listening.
- Unlike surveys and focus panels (which we also used), communication was ongoing.
- Because the groups saw their own verbiage in our communications and sometimes in our policies the level of trust increased.
The system created lots of information. Organizing and using this was possible because we managed everything as a system (as in finance or engineering).
Because we were "systematic" we got more respect from engineering and finance.
We were systematized enough to make effective use of a wide variety and huge quantity of information that changed every week.
Positive and positive-leaning customer perceptions went from about 28% to close to 80% in two years during a rate case.
Today, the system resides in software that enables an organization to see its complete communications situation on one screen -- and then "drill down" to see and change policies, documents and even up-to-the-minute news feeds.
You can benefit from similar results. Just email us at info@sjkcommunications.com or call 908-797-6880.
Crisis Management and Prevention
Crises happen because organizations "forget something" or "fail to find out about something."
By creating a systems model / map of your complete communications program we reveal dormant issues that might result in attacks -- and also reveal opportunities for constructive relationship building.
Because of today's technology, an organization's complete communications situation can be displayed on one screen -- and you can "drill down" to policies, documents, even up-to-the-minute news feeds.
By systematizing the work of a multi-billion-dollar utility's corporate communications department, we were able to help double positive customer perceptions in two years and make a lasting improvement in the company's media and community relations.
We have since discovered that this systems approach works in a variety of marketing and PR situations -- from a complete overhaul of a major corporations management of communications to an individual project.
In the unlikely event that a crisis arises, all crisis communication planning is already in place -- so it can be handed quickly and effectively.
To see how this approach can help you, just call us at 908-797-6880 or email us at info@sjkcommunications.com
*Copyright 2011 Stephen J. Kasser, Ph.D. and SJK Communications Inc.
All rights reserved. Patent Pending.
SJK Communications Inc.
New York, New Jersey,
Philadelphia, Wilmington
ph: 908-797-6880
fax: 973-556-1063
info
