About the authors Nic Beech Peter Fischer Dieter Frey Marit Gerkhardt John-Philip Hammersen

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1 About the authors Nic Beech is a Professor of Management at the University of St Andrews. His research is focused on the social dynamics of organisational life the intertwining of people s identities, relationships and practices. He has a particular interest in creative industries and the health sector. Nic has published five books on these topics. Peter Fischer is a Senior Lecturer at the University of Exeter, UK. His research interests are economic and organisational psychology, information processing in decision-making, aggressive behaviour as well as health psychology. Dieter Frey is a Professor of Social Psychology at the Ludwig- Maximilians-University Munich. Since 2003, he has been Academic Director of the Bavarian Elite Academy. His research focuses on decision behaviour, preconditions of innovation, teamwork, leadership, and the emergence and changes of attitudes and value systems. His main focus is to interconnect theory and practice and to facilitate the transfer between academia and industry. Marit Gerkhardt received her doctorate in an in-service programme of the BMW Group Change Management Consultancy and the Ludwig- Maximilians-University Munich. Since 2007, she has worked as an independent management consultant focusing on change management. John-Philip Hammersen has been Press Relations Officer and Director External Communications at the Bundesagentur für Arbeit (BA), the German Federal Employment Agency, since July Before, he worked as an editor for several daily newspapers, including Die Welt and BILD, as Head of News for the RTL-Group and as Editor in Chief for one of the biggest TV production networks in Germany. As a freelance consultant, John-Philip assisted in the launch of a regional TV station and the daily paper NEWS Frankfurt.

2 184 Ulrich Kallmeyer is Chairman of the Radeberger Gruppe KG s board of directors. Since 1985 he has held numerous executive positions at board level in companies within the Oetker Group. After attaining his degree in business economics at the University of Hamburg, he started his career at Unilever in Hamburg. Joachim Klewes is Senior Partner of Pleon and co-founder of the public relations consulting firm Kohtes Klewes. His expertise includes major national and international assignments in the fields of corporate communications, communications management as well as corporate change and crises. Outside of Pleon, he has held managerial positions on a national and international level. He is an Associate Professor at the Freie Universität Berlin, founding partner of the opinion research institute com.x in Bochum and a frequent writer, publisher and speaker on communications subjects. Paul J. Kohtes is co-founder of the public relations consulting firm Kohtes Klewes, now Pleon. In 2006, he became the first German to be admitted to the Hall of Fame of the ICCO. Today, he conducts seminars in Zen meditation and specialises in the coaching of executive managers. In 1998, he founded the Identity Foundation, a non-profit foundation researching the topic of identity, together with his wife Margret Kohtes. André Krause is the Managing Director of Finance of O 2 (Germany). Before joining O 2 in 2004, he worked for McKinsey & Company and Arthur Andersen with a focus on IT, computer risk management and auditing. Rainer Lang is Senior Consultant and head of Pleon Research and Evaluation, in Bonn. His work focuses on the measurement of the value proposition of communication, and media and reputation analyses, as well as on the development of issues management systems. After completing a degree in macroeconomics, he worked for several research institutes in the fields of applied and empirical economic research. Ralf Langen is Managing Partner of Pleon Germany and European Head of Pleon s Change & Transformation Practice, based in Munich. He has been a communications management professional for more than 15 years both on the industry side and as a consultant. Ralf specialises in change management, and crisis and issues management. He is also the founder and chairman of the European Centre for Reputation Studies (ECRS). Robert MacIntosh holds a Chair in Strategic Management at the University of Glasgow and is a chartered engineer. He has researched strategic

3 About the authors 185 change in a variety of public, private and voluntary sector organisations for over 15 years. Robert also publishes on research methods and practitioner relevance. Eric Meyer is Manager of the Institute for Business Cooperation at the University of Münster. He studied mathematics at the University of Oldenburg and joined the institute in Markus Pickel, PhD and DVM, is Head of Global Corporate Communications of Bayer HealthCare and has significant experience of various management positions in the pharmaceutical and chemical industries. He has managed large change programs in the area of business process reengineering, change leadership and restructuring as well as in the field of M&A. Katrin Schwabe is Business Director of Pleon s Change & Transformation Unit in Munich. She focuses on designing dialogue solutions that support large-scale change communication efforts. She has consulted a number of global organisations in cultural change processes, alignment towards a new strategic direction and the implementation of a new values system. Prior to joining Pleon, she worked for international consulting firms specialising in learning and change management. Sabine Stecher is Consultant in the Change and Transformation team at Pleon. Before joining the agency, she was Consultant and Group Head with JPKOM in Düsseldorf and Frankfurt, an agency specialising in change and corporate communications. After completing her MA in German philology, social psychology and theatre at Ludwig-Maximilians- University in Munich, Sabine worked as an editor for the news magazine Focus, the national newspaper Süddeutsche Zeitung and the broadcaster Bayerischer Rundfunk. Theresia Theurl is Professor of Economics at the University of Münster. She received her PhD at the University of Innsbruck. She joined the University of Münster in 2000 and is Director of the university s Institute for Business Cooperation. Her research interests focus on the management of business co-operation. Eike Wagner works as a freelance consultant and trainer and is a lecturer for personnel management at the University of Applied Sciences, Kempten. Before this, he worked for three years in the central change management consultancy of BMW group. Eike studied economics at the Univer-

4 186 sity of Applied Sciences in Paderborn and holds a PhD from Oxford Brookes University. Robert Wreschniok is a Senior Consultant, specialising in reputation management and integrated communication. He is a member of the board of the European Centre for Reputation Studies. After completing his MA in international relations at the University of Sussex (UK), he joined Pleon in In 2005, he completed the Programme in Strategic Foundation Management at the University Basel (Switzerland) and became spokesperson for the Private Institute for Foundation Law, based in Munich and Berlin. Julia Zangl is responsible in the field of market and opinion research at Pleon Research and Evaluation. The main focus of her job is to conduct national and international surveys focusing on PR evaluation and stakeholder communication. Julia holds a degree in public relations and studied sociology, law, and German language and literature.

5 Index A accountability 176 acquisition 130 alliances 55 ambassador 76 ambassador platforms 70 ambassadors 51 analytical instruments 105 apostle 76 attitude patterns 13 attitudes 169 B balanced Scorecard 103 best-practice scout 76 blockbuster 76 blog 92 bottom-up 11, 90 business reputation 46 Business simulations 71 C cascade 77 cascades 68 centralisation 130 CEO breakfast 70 change agents 70 change champion 41 change controlling 104 change Explorer 113 change scorecard 112 coalition 161 co-creation 177 collaborating 97 command-and-control 87 commitment 169 communication goals 178 communication problem 61 communication tools 153, 177 communications approach 176 competence problem 62 conflicts 135 consultation 142 cooperations 55 corporate culture 32, 33 corporate identity 4 corporate story 30 crisis change 163, 167 culture 164 customer centre 122 D demographic changes 161 diagnostic tools 73 dialogue 36, 67 digitalisation 160 E energetic change 163 engagement 87 evaluation 103 F feedback systems 111 G globalisation 160

6 H hidden agendas 135, 161 high performance organisation 169 I idea systems 44 identity 7 individualisation 160 innovations 171 integration 173 involvement 133 K kick-off events 70 L leadership personality 166 M measurement 105 mergers 27 messages 179 monitoring 21 multipliers 75 O opposition 162 organisational change 163 P people management 31 personality 8 political transformation 43 procedural change 163 process evaluation 104 process optimisation 171 programme office 147 R reform 119 regionalisation 130 reorganisation 138 reputation 45, 162 reputation bearers 44 reputation identity 46 research 140 resistance 11, 135 result evaluation 104 S services sector 160 short-term wins 161 side-to-side 90 social reputation 46 social software 87, 92 speed 141 survey 123 systems-theory 161 T tell-and-sell 87 three-stage process model 159 toolkit 82 top-down 11 town hall meetings 69 transformation 159 transformational themes 139 transmitter communication 179 trust 17, 159 U urgency 161 V vision 6, 161 visionary change 163 W walking the talk 167 web wiki 92 word-of-mouth 178 work platform 92