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Meet the People: Why Businesses Must Engage with Public Opinion to Manage and Enhance Their Reputations by James Frayne

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CHAPTER TEN: SHAPING REPUTATION IN A CRISIS

How crises became ordinary

THE DIRECT EXPOSURE of businesses to raw public opinion means they are plunged into endless crises. Greater scrutiny, more media coverage, endless public comment and rapidly growing networks all combine to create a hugely challenging climate for businesses. In the past, most were forced to deal with crises only when something very serious happened, like the need for a product recall, a major accident, or particularly ill-advised comments from a senior executive. Now crises for businesses are a regular occurrence.

Not every bad story online marks a crisis of reputation. In their excellent book, Damage Control , crisis communications consultants Eric Dezenhall and John ...

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