Reputation rests on three types of intangibles:
- Human capital, including the competencies and knowledge of the workforce
- Structural capital, such as the knowledge that has been captured and is being used by an organization and its distinctive processes
- Relationship capital, such as the quality of its networks, its ties to major vendors, the degree to which customers are identified with it, and the status of its links with a whole range of external stakeholders.
A full range of Mary’s views on the value of intangible assets, how to assess them and their meaning for a broad range of issues (e.g., the future of the CFO) can be found at the Intellectual Capital Knowledge Center’s blog.