Issues management
The systematic identification and handling of matters that could grow into a reputational problem before they become a crisis.
Most crises have a history. Before a matter reaches the headlines, it has usually been visible for months in customer complaints, disputes with the local community, regulators' questions or industry debate. Issues management means picking up such signals early and deciding deliberately what to do about them.
In practice, it means keeping a short list of sensitive matters, each with an assessment of potential impact, likelihood of escalation and an assigned owner. For each issue the company sets out its position, the stakeholder groups concerned and the response: an operational change, dialogue, prepared communication or deliberate monitoring.
For the board, it is a way to discuss reputational risk before it materialises. Reviewing the issues list once a quarter, alongside the risk review, allows a matter to be addressed while there is still time and room to do so.
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