Reputation Management in Canadian Municipalities: Benchmarking Report

The Conference Board of Canada, 62 pages, September 30, 2015
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This report outlines trends and best practices in reputation management in Canadian municipalities, using findings from the 2014 Canadian Municipal Reputation Management Survey.

Document Highlights

Reputation Management in Canadian Municipalities outlines trends and best practices in reputation management in Canadian municipalities, using findings from the 2014 Canadian Municipal Reputation Management Survey. An increasing number of municipalities across Canada have adopted comprehensive reputation management strategies. This benchmarking report highlights the top reputational risks and motivators that shape how municipalities approach reputation management, outlines the structure of municipal reputation management programs, analyses reputation management activities and audiences, and examines how municipalities can best measure the impact of their reputation management programs. The report concludes with a discussion of implications for the future of reputation management in Canadian municipalities.

Table of Contents

Executive Summary

Chapter 1—Introduction

  • Purpose of the Report
  • Understanding Municipal Reputation Management
  • Reputational Challenges for Public Sector Organizations
  • Survey Methodology

Chapter 2—Reputational Risks and Motivators in Canadian Municipalities

  • How Municipalities Define Reputation Management
  • How Municipalities Perceive Their Reputation
  • Top Reputational Risks
  • Reputation Management Motivators
  • Conclusion

Chapter 3—The Structure of Municipal Reputation Management

  • The Structure and Management of Municipal Reputation Management Programs
  • The Role of Employees
  • Resources Devoted to Municipal Reputation Management
  • Use of External Resources to Manage Reputation
  • Documentation of Reputation Management Plans
  • Conclusion

Chapter 4—Reputation Management Activities in Municipalities

  • Audiences for Reputation Management Activities
  • Reputation Management Activities
  • Reputational Risks Caused by Suppliers or Contractors
  • The Evolution of Municipal Reputation Management Activities
  • Conclusion

Chapter 5—Measuring the Impact of Municipal Reputation Management

  • The Effectiveness of Municipal Reputation Management Activities
  • Reputation Management Metrics and Measurement
  • Conclusion

Chapter 6—Implications for the Future

  • Politicians and the Political Process Create Unique Reputational Challenges
  • Employees at the Front Lines of Reputation Management
  • The Reputation of Suppliers and Contractors Matters
  • The Importance of Responding Effectively During a Crisis
  • Measuring the Importance of Reputation Management
  • Conclusion

Appendix A—Respondents

Appendix B—Bibliography

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