Businesses
are facing a new frontier when it comes to online reputation management. One
ill-considered post on the corporate social media page can quickly go viral.
One foot wrong from an executive can quickly become a scandal. One
miscalculated or tone-deaf advertisement can quickly escalate into global
backlash. No doubt we all remember the infamous Pepsi commercial of 2017
featuring Kendall Jenner’s attempts to solve allegations of police violence?
Backlash
or scandal are often short-term outcomes to isolated incidents. In years gone
by, it may have been enough to dispel concerns via a post on social media, or
issue a generic statement, and wait patiently for the whole thing to blow over.
Today’s
media and corporate landscape, however, paints a different picture. Businesses
are faced with a new paradigm of business reputation management, one that
requires a data-driven and strategic approach to achieve business outcomes.
Reputation
isn’t the result of an isolated corporate misjudgement, or indeed, achievement.
Reputation is a long-term and structured conceptual understanding, and requires taking a complete view on what people say, think, and feel about your organisation to make informed decisions impacting business outcomes.
Introducing Reputation Analysis
To
that end, Isentia has expanded its
suite of products and services with new Reputation Analysis, to enhance online
reputation management. It represents the future of brand reputation monitoring
and metrics, blending organic social media conversations and survey data to
provide a more comprehensive and data-driven glimpse of corporate reputation to
a business.
Isentia’s Reputation Analysis uses an integrated framework that examines the three most important drivers of organisational reputation: strategy, culture, and delivery. All three drivers are analysed independently, and the report includes an overall RepID score on a scale of -10 to +10 which integrates the strategy, culture and delivery scores, as well as providing detailed information on performance across each driver.
Reputation isn’t just an intangible concept – it’s a strategic imperative
Perception is everything. In a world where people are increasingly putting their dollars behind brands that mirror their values, a brand’s reputation translates to literal business outcomes by way of engagement, increased revenue, or referral power. Indeed, research shows nearly seven in 10 millennials actively consider company values when making a purchase.
Today’s
empowered and connected consumers also have unequalled access to information,
meaning they can take faster and more decisive action about where and who to
shop or engage with. They also have more choice, meaning the decision to walk
away from one company in favour of another is simpler than ever. And thanks to
social media, their voices when they’re dissatisfied with a product, service,
or company stance are louder and more widely felt.
A brand’s reputation taking a dive, even when played out in the public arena, isn’t always highly visible – and therein lies the imperative for data-driven insights into brand reputation management.
Turning apathy into advocacy
Reputation Analysis actually takes all of this a step further. It gives businesses a framework to spot opportunities to influence or change certain people’s behaviours and beliefs around your brand. Too frequently, reputation management software provides details about people sitting on the extreme – those who are passionate supporters of your brand, or, on the other end of the scale, the vocal critics.
Isentia understands that there’s unique opportunities to capitalise on and influence those in the middle – fence sitters, or those generally apathetic to your brand.
RepID,
in this sense, doesn’t stop at a static understanding of online brand
reputation with no clear way forward. Rather, it is designed to give marketers
and business leaders the right tools to expand their advocacy base and increase
reputation value, which ultimately leads to an uptick in online brand
reputation.
Loren is an experienced marketing professional who translates data and insights using Isentia solutions into trends and research, bringing clients closer to the benefits of audience intelligence. Loren thrives on introducing the groundbreaking ways in which data and insights can help a brand or organisation, enabling them to exceed their strategic objectives and goals.
Content creators should strive to drive virality to emerge from the flood of online content. Viral content is not merely a popular piece, but it garners excessive engagement to outliers.
This paper explores some common factors of viral content.
Many organisations know stakeholder engagement matters, but turning that knowledge into an approach that consistently works is another story. At the recent webinar How to Master Your Stakeholder Strategy, leaders from Meridian Energy, the Victorian Department of Families, Fairness and Housing, and Isentia shared lessons from the field on what meaningful engagement really looks like.
Know who your stakeholders are
Stakeholders aren’t just on the periphery. As Mandy Griffiths from the Victorian Department of Families, Fairness and Housing explained, they are “the people who really have a great influence on whether the things that you’re working on or decisions you’re making are successful or not.” Internal stakeholders can be just as critical as external ones, especially in large organisations. Choosing terminology that reflects value and honesty helps too: her team prefers “critical friends” because it signals both importance and the possibility of differing views.
Build trust with evidence
Phil Clarke from Meridian Energy described how evidence can guide engagement strategies. By surveying 500 stakeholders mid-way through a two-year project, his team gained clear insights into what drives trust. This evidence-led approach, he says, “gives teams effectively a cheat sheet for what they need to do to build trust among their stakeholders.” Starting with data rather than assumptions helps teams focus their efforts where it matters most.
Learn through listening
Complex situations, like the pandemic, show why humility and iterative learning are essential. Mandy recalled that asking communities directly about their needs often revealed challenges her team hadn’t anticipated. “So many times we went in thinking we knew what the biggest pain points were, and it turned out to be something else entirely,” she said. Taking the time to listen ensures effort is spent on the right priorities.
Measure, adapt, and personalise
Measurement underpins high-performing strategies. Ngaire Crawford from Isentia stressed that “late teams don’t guess, they measure,” from establishing baselines to tracking engagement and adapting based on what the data shows. Effective strategies also go beyond simple demographics, grouping stakeholders by motivations, concerns, influence networks, and communication preferences. Closing the feedback loop is crucial: “Stakeholders who feel heard are the ones that are most likely to become advocates,” Ngaire explained.
Key takeaways
Treat stakeholders as central, not peripheral.
Use evidence to understand trust and guide decisions.
Listen first, act later, assumptions can mislead.
Measure and adapt continuously.
Personalise engagement based on motivations, not just demographics.
The common thread from the webinar: engagement works best when it’s informed, iterative, and genuinely centred on the people involved.
Watch the full webinar here, or contact our team to see how Isentia’s SRM solutions can help you achieve your stakeholder goals.
Building stakeholder strategies that work in the real world
Many organisations know stakeholder engagement matters, but turning that knowledge into an approach that consistently works is another story. At the recent webinar How to Master Your Stakeholder Strategy, leaders from Meridian Energy, the Victorian Department of Families, Fairness and Housing, and Isentia shared lessons from the field on what meaningful engagement really looks like. […]
During reputational crises, many brands find themselves pressed into strategies that are entirely reactive. However, a better understanding of a brand's audience and stakeholders – how they communicate and what they value – would empower brands and the teams running their messaging to respond more authentically, helping comms land in the right way at the right time. With AI content taking over audience news and social feeds, brand leadership must invest in creating a framework that actually measures authenticity.
Prashant Saxena, VP of Revenue and Insights, for Isentia (SEA region) in his research paper on "Authenticity in the age of AI" has identified cues or signals that audiences subconsciously look for when identifying if a social post is written by a human or virtual influencer. Understanding these cues gives brands and PR leaders a much needed manual or playbook that guides them with the content audiences expect to consume. These equip us with a practical roadmap with clear implications for AI governance and digital literacy amidst the workplace and audiences.
Why is authenticity in crisis?
There is a trust gap, as audiences show declining faith in brands and their leadership. Some of these factors are highly polarised, such as differing responses to CEOs and their part in society. But the most universal, and nascent, challenge to brand trust appears to be the rollout of AI. Businesses are now under the microscope, with changes to business models, substandard service and inauthentic communications all likely to be blamed on leadership teams haphazardly implementing AI solutions.
Astronomer's former CEO Andy Byron and the controversy at the Coldplay concert has added to this decline in trust and all the more underscores an authenticity crisis. Post the controversy, there was a fake apology statement that was circulated on X and other social media platforms. The company had to release a statement saying that the apology was in fact fake and was concocted by someone who wanted to satisfy audience sentiments. This is very telling in that, audiences will always be more attracted to content that conforms with their views and would accept anything at face value without having the need to fact check.
This underpins the need for brands to be as authentic as possible when it comes to responding to crisis.
Cues in action
Audiences are more alert than ever to signals of what feels genuine online. These subtle markers, from factual accuracy and cultural relevance to tone, consistency, and timing, influence whether people trust a brand’s message, engage with it, or scroll past.
Our analysis of leadership posts on social platforms reveals a pattern. The more authenticity cues a post displayed, the higher the engagement it received. It’s not about relying on one signal but about layering multiple ones together. Posts that showed identity, accuracy, emotional expression, and consistency outperformed those that didn’t. For brands, this insight offers a practical takeaway. Every post can be tested against these cues. The closer the content aligns with them, the more likely it is to spark meaningful engagement. When conversations are filtered through these markers, the most valuable audience feedback comes into focus, the kind that helps brands adjust strategies and connect more deeply with people.
Looking at how tech leaders post on LinkedIn shows just how powerful authenticity cues can be. Piotr Skalski’s celebration of hitting 30,000 GitHub stars combined identity, visuals, community validation, and more - and it drew the highest engagement. Tay Bannerman’s post leaned on accuracy, cultural insight, and emotion, earning slightly less traction, while Oliver Molander’s take on ChatGPT carried fewer cues overall and saw the lowest engagement of the three. This comparison highlights how posts with a richer mix of cues tend to resonate more, while those with fewer signals struggle to spark the same response.
Authenticity isn’t one-dimensional. It’s built from many layers, and brands that balance the scale and efficiency of AI with recognisable human signals will stand out. Those who manage both can achieve more by building trust, relevance, and long-term human connection. Ching Yee Wong, VP of Communications, APEC at Marriott International said, "AI can enhance planning and recommendations, but the human element remains central to the experience. Technology supports efficiency, while cultural sensitivity and personal care must remain human-driven."
How the launch of Chat GPT-5 did not conform with audience expectations
The GPT-5 launch was not the best. The expectations were so high, that audiences knew it was bound to disappoint. Why was it not up to mark? The online vocal users of a brand are the spokespeople that the brand did not choose. These audiences are loyal users of the product and in exchange, they expect that the brand provide them with what they need. The monetary aspect becomes irrelevant if the brand delivers.
When OpenAI launched GPT-5, many long-time users felt let down. The decision to merge earlier models into one version was seen by some as a cost-cutting move, and the disappointment was loudest among the platform’s most loyal audience. Running these reactions through our authenticity cues showed a clear gap in cultural relevance. The release didn’t reflect the expectations or norms of its most vocal users. That’s an important lesson for brands and leaders - audiences want to feel heard. The best way to achieve that is by analysing online conversations through these cues, which can reveal what people truly expect and guide how to respond.
Interested in learning how Isentia can help? Fill in your details below to get access to our latest Authenticity Report and read more about our cues designed to measure brand authenticity.
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Blog
How to rebuild brand trust through authentic communication
Learn the major cues or signals that help PR leaders and brands measure authenticity, to deal with reputation risks and rebuild trust.
With a population of over 46,000 and a reputation for heritage streetscapes, and parks, the City of Burnside is one of Adelaide’s most well-known residential councils. But managing communications in a busy media landscape is no easy task. The council needed to ensure positive stories reached the public, while also tracking emerging issues and maintaining accurate records to support decision-making and accountability.
The challenge? Like many local governments, the City of Burnside needed a sharper, tailored approach to media monitoring.
The council wanted to:
See which local stories were gaining traction
Track sentiment and emerging issues early
Give executives and council members timely, accurate information
Simplify reporting and access hard-to-reach broadcast and parliamentary content
In this case study, we explore how the City of Burnside uses Isentia to:
Monitor story impact and public sentiment
Spot trends in other councils and anticipate issues
Share key updates automatically with leadership and teams
Receive proactive alerts and summaries on major events
With Isentia embedded across the organisation, the council can respond confidently, manage reputational risks, and make informed decisions across communications and planning.
How Isentia helps the City of Burnside manage its reputation and anticipate complex issues
With a population of over 46,000 and a reputation for heritage streetscapes, and parks, the City of Burnside is one of Adelaide’s most well-known residential councils. But managing communications in a busy media landscape is no easy task. The council needed to ensure positive stories reached the public, while also tracking emerging issues and maintaining […]
