Crisis Management and Digital Reputation
Digital Crisis & Reputation Management
“The digital crisis is waiting for no one… But pre-preparation turns a challenge into an opportunity
What is the service?
A specialized consulting service that aims to protect the beneficiary’s digital experience during crises and sensitive situations, by designing an integrated reputation management system and smart response to digital risks.
This service helps entities to prepare in advance, respond effectively, and recover quickly while maintaining the trust of beneficiaries and the continuity of the service experience without interruption.
What do we offer you at Renad Glory?
- Assessing the Entity’s readiness for digital crises
- Analyze vulnerabilities in the digital beneficiary experience from the perspective of operational and communication risks.
- Evaluating communication channels and digital support during crises.
- Prepare a readiness gap report to prioritize improvement.
- Designing a Crisis Management and Reputation Framework
- Develop a comprehensive governance framework for managing digital crises from the moment of discovery to recovery.
- Define the roles and responsibilities of the contact teams and serve beneficiaries during emergencies.
- Develop proactive policies for internal and external communication in the event of a crisis
- Early Listening and Monitoring
- Use Social Listening tools to monitor negative cues and public conversations.
- Analyze digital data to identify trends that may foreshadow a crisis.
- Early alert reporting that links analytics to satisfaction and loyalty indicators.
- Unified Response and Communication
- Developing a Digital Crisis Playbook
- Drafting unified messages through the various channels (website, means of communication, mail, call center).
- Train teams to manage interaction with beneficiaries during crises in a transparent and balanced manner.
- Digital Reputation Management
- Monitor digital content and public conversations about the entity.
- Manage official responses and correct misinformation.
- Applying strategies to enhance a positive image after crises.
- Post-Crisis Analysis & Continuous Improvement
- Analyzing performance during the crisis and its impact on indicators of satisfaction and beneficiary confidence.
- Prepare a Lessons Learned Report to improve future plans.
- Updating the framework and policies based on the results of the analysis.
The added value of your organization
With her expertise in beneficiary experience and digital governance, Renad Al-Majd helps you turn every crisis into an opportunity to build trust and transparency,
through professional management that preserves the reputation of the organization, protects its digital experience, and ensures humane and responsible interaction with beneficiaries in all circumstances.