Managing reputational risk: The development of the Queensland Reputational Risk Management framework

Mr Gordon Scott1, Mrs Rebecca Hall1

1Successful Graduate Pty Ltd, Ashgrove, Australia, 2Trade and Investment Queensland, Brisbane, Australia

This paper will introduce the new Reputational Risk Management Framework adopted by Trade and Investment Queensland that relates to critical incident risk management in Queensland’s international education industry. The Framework is a cooperative reporting model for the state to manage communications during incidents that may impact upon reputational risk. We will offer insights into how institutions, and regional student organisations / clusters can dovetail their communications and messaging with the State’s framework. We will also discuss how education providers have benefited from the critical incident framework she introduced in Victoria and the lessons from incidents such as the 2009 Indian student safety crisis. We will discuss the reputational management of the Brisbane 2011 Flood, 2017 Cyclone Debbie and the murders of deceased students in 2013 and 2014. This presentation will be targeted at professionals in international education who wish to understand how the Queensland Government is working to manage reputational risks associated with critical incidents that affect our industry. All staff who have an interest in reputational risk management are encouraged to attend, including senior management and in particular, staff who have a responsibility for student communication, institutional public relations and student welfare.


Mr Gordon Scott.

Gordon is Managing Director of Successful Graduate Pty Ltd, and offers assistance to education providers and government agencies with an international education agenda across the Asia Pacific region. Gordon launched the award-winning Study Brisbane initiative in 2009 and created his new company in June 2016. With more than 23 years of experience, Gordon has served as a Board Director with the IEAA and as a member of the Queensland Ministerial International Education and Training Advisory Group. He has a Bachelor of Commerce, a Bachelor of Modern Asian Studies and a postgraduate qualification in Technology Management. Gordon is an active member of IEAA, NAGCAS, ISANA, AAGE and EduGrowth. He is a Fellow of the Australian Institute of Management.

 Ms Rebecca Hall.

As the Executive Director, International Education & Training, Trade and Investment Queensland, Rebecca leads the implementation of the government’s new International Education and Training (IET) Strategy to Advance Queensland 2016-2026. The IET Strategy was launched on Wednesday 9 November 2016 by the Honourable Jackie Trad, MP, Deputy Premier Queensland with $25.3 million injected into this project by the Queensland Government over a five year period. Rebecca holds a Bachelor of International Business Relations and International Business from Griffith University, and a Master of International Relations from Bond University. She is also a Graduate of the Australian Institute of Company Directors.


The Australian and New Zealand Student Services Association Inc. (ANZSSA) is a professional association for people with an interest in the role of support services in post secondary education.

For more information, please visit ANZSSA website by


ISANA International Education Association is the representative body for professionals in Australia and New Zealand who work in international student services, advocacy, teaching and policy development in international education.

For more information, please visit the ISANA website at

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