Our Corporate Reputation Risk Management service combines advanced media monitoring data, from social media, online and print news, TV, radio and other public platforms, with your existing in-house operational or financial data. Together they produce a structured risk evaluation of the issues that affect your organisation’s reputation.

Instead of just counting mentions, we quantify each issue on a reputation risk matrix derived from the traditional Enterprise Risk Management (ERM) model. Each issue is scored on probability (how widely it is spreading) and impact (how damaging the sentiment is). Leadership can then see which issues are turning into reputational risk, where they originate, and who should act.

Most communication crises start somewhere else in the organisation: a service failure, a system outage, a pricing decision, a product defect, a financial disclosure or a staff incident. By the time it trends online, the problem is already operational.

We dissect each reputation risk back to its root-cause origin (operations, customer service, commercial, financial, safety or regulatory) so the team that can actually fix it is alerted early, alongside Corporate Communications.

Software collects data; it does not quantify risk. With local dialects and mixed-language posts, sentiment accuracy for most off-the-shelf monitoring tools sits between 40% and 60%. Relying on that alone increases the risk of making the wrong decision.

We go beyond software:

• Our proprietary sentiment engine, SENTIROBO®, achieves around 79% accuracy, with analyst verification on top.
• EMOROBO® measures the emotions behind conversations (anger, fear, trust), which often signal escalation before sentiment turns.
• Experienced analysts classify issues, score them on the risk matrix and give C-suite an unbiased read, without the data misrepresentation that can creep into self-reported metrics.

A reputation risk management dashboard, custom-built around your organisational goals, plus standalone services for ad hoc needs. It is designed for early detection and prevention, before a crisis happens.

Yes, and this is where the most value is unlocked. Where available, we overlay media data with your in-house data, such as service-level and incident logs, customer complaints, call-centre volumes, satisfaction scores, sales or financial indicators.

The overlay links public conversation to operational performance. For example, it shows whether a rise in baggage complaints online matches a dip in system uptime, or whether negative coverage of a branch precedes a drop in transactions. Internal data is handled under a confidentiality agreement and used only for your engagement.

It depends on your risk profile. We offer daily, weekly and monthly monitoring and analysis reports, plus quarterly reviews for management and board reporting. During an emerging issue, we escalate with rapid alerts so you can act before it snowballs.

Social platforms (TikTok, Facebook, Instagram, Threads, X, YouTube, LinkedIn and more), online news portals, print, TV, radio, forums and blogs, as well as your own official accounts.

Our engines are built for how people actually write: Malay, English and Chinese, local dialects, slang and mixed-language posts. Around 75% of internet users communicate in their native language, which is why accuracy in local languages matters.

Organisations with high public exposure, complex operations and a lot at stake when trust is lost, including:

Corporate Communications is usually the owner, but the insights are built to be shared. Risk management uses the matrix alongside its ERM register, operations and customer experience teams act on root-cause issues, senior management and the board receive quarterly summaries, and investor relations, government affairs and marketing track the narratives relevant to them. Centralising monitoring this way frees resources and avoids several teams paying for overlapping tools.

Berkshire Media is a Malaysian media intelligence and analytics firm. We developed our own text analytics engines, SENTIROBO® for sentiment and EMOROBO® for emotion, specifically to handle the multilingual, dialect-heavy conversations that off-the-shelf tools struggle with.

• Critical national infrastructure: we deliver ongoing integrated media monitoring for a national airport operator group covering multiple airports, with monthly and quarterly dashboards spanning traditional and social media, risk matrices by service-quality category, and airport-level recommendations.
• Energy and large GLCs: we have run reputation risk analyses on datasets of more than 300,000 records, alongside stakeholder analysis and strategic communications briefings for senior communications leadership.
• Public policy and leadership reputation: we profile reputation risk for high-profile leaders and policy issues, and model public sentiment for government and political stakeholders.
• Consumer and public attractions: sentiment and emotion studies that turn visitor and customer feedback into service improvements.

Across these engagements we have managed operational risks before they became communication crises, from system outages and service complaints to safety incidents and politically sensitive narratives.

Yes. The airport case study on this page shows how the risk matrix scores issues such as baggage disruption, security queues and passenger-assistance complaints, and how mitigation moves them out of the critical zone. For a walkthrough tailored to your sector, contact us to arrange a demo. More examples are under Sentiment Analytics and Emotion Analytics.

• Discovery: we understand your objectives, stakeholders, existing ERM framework and current monitoring.
• Matrix design: together we define your issue categories, scoring weights and risk thresholds, so the matrix reflects your risk appetite.
• Set-up and baseline: data sources (and internal data, where agreed) are connected, and a baseline period is analysed.
• Monitor, report and refine: regular reporting begins, and the matrix is refined as your risks evolve.

Every engagement is scoped to your needs: the number of issue categories, the platforms and languages covered, reporting frequency and whether internal data is integrated. Options range from an ongoing dashboard and reporting retainer to one-off projects such as a crisis deep-dive or a benchmarking study. Get in touch for a proposal.

Yes. We can deploy rapid issue monitoring to map how a narrative is spreading, who is amplifying it, how sentiment and emotion are shifting, and which messages are working. That said, the matrix is most valuable before a crisis, when early detection still gives you room to fix the underlying problem.