Preface
Acknowledgments
PART I. THE CONCEPTUAL FOUNDATION
Chapter 1. Defining Crisis Communication
A Definition of Crisis Communication |
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Expanding the Traditional Definition of Crisis |
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Disasters, Emergencies, Crisis, and Risk |
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The Significance of Crisis in a Global Environment |
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Understanding the Misconceptions Associated With Crises and Crisis Communication |
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Chapter 2. Understanding Crisis Communication Theory and Practice
Media Theories and Crisis Communication |
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Organizational Theories of Crisis Communication |
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Crisis Communication Theories That Describe, Explain, and Prescribe |
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Understanding and Defining the Threat Bias in Crisis Communication |
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PART II. THE LESSONS AND PRACTICAL APPLICATION
Chapter 3. Lessons on Effective Crisis Communication
Partnering With Crisis Audiences |
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Understanding the Diversity of Your Audiences |
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Primary and Secondary Stakeholders Defined |
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Communicating With Underrepresented Groups During Crises |
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A Word on Partnerships and Listening |
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What Information Do Stakeholders Need Following a Crisis? |
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Is Certain Communication Always the Best Approach? |
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Avoid Overreassuring Your Stakeholders |
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Tell Your Stakeholders How to Protect Themselves |
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Reducing and Intensifying Uncertainty Before, During, and After Organizational Crises |
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Social Media and Effective Crisis Communication |
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The Power of Positive Action |
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Chapter 4. Applying the Lessons to Produce Effective Crisis Communication
Example 4.1. The Largest Environmental Crisis in United States History: BP and the United States Coast Guard Respond |
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Example 4.2. A Plant Fire at Malden Mills |
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Example 4.3. Long-Term Complexities in the Tainted Odwalla Apple Juice Crisis |
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Example 4.4. What’s in a Name?: Beef Products Incorporated Face “Pink Slime” |
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Example 4.5. Rural Renewal After a Tornado in Greensburg, Kansas |
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Example 4.6. A Costly YouTube Hoax for Domino’s Pizza |
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Chapter 5. Lessons on Managing Crisis Uncertainty Effectively
Unexpected Crises and Uncertainty |
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Nonroutine Crisis Events and Uncertainty |
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Threat Perception and Uncertainty |
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Short Response Time and Uncertainty |
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The Impact of Crisis-Induced Uncertainty on Stakeholders |
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Managing Communication Ambiguity Ethically During Crisis |
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Consistent Questions of Ambiguity |
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Training, Simulations, and Uncertainty |
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Belief Structures and Uncertainty |
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Chapter 6. Applying the Lessons for Managing Crisis Uncertainty Effectively
Example 6.1. Tennessee Valley Authority and the Kingston Ash Slide |
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Example 6.2. L’Aquila: A Case of Miscommunication |
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Example 6.3. General Motors and Mary Barra |
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Example 6.4. King Car’s Response to the 2008 Melamine Crisis |
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Example 6.5. Flint, Michigan, Water Contamination |
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Example 6.6. Fukushima Daiichi: Uncertainty Created by Three Interrelated Crisis Events |
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Chapter 7. Lessons on Effective Crisis Leadership
The Importance of Effective Leadership |
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Why Visibility Following a Crisis Is Important |
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Developing Networks of Support |
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Being Available, Open, and Honest |
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The Impact of Leadership on Renewal Following a Crisis |
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Ineffective Leadership During a Crisis |
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What Makes an Effective Crisis Leader? |
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Managing Uncertainty, Responding, Resolving, and Learning From Crisis |
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Chapter 8. Applying the Lessons for Developing Effective Crisis Leadership
Example 8.1. The Sweeping Impact of a Contaminated Food Ingredient: Peanut Corporation of America |
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Example 8.2. A Fire at Cole Hardwood |
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Example 8.3. The Largest Food-Borne Illness Outbreak in History: Schwan’s Sales Enterprises |
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Example 8.4. Freedom Industries and the West Virginia Drinking Water Contamination |
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Example 8.5. United Airlines: Failed Crisis Leadership |
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Example 8.6. SeaWorld’s Orca: A Symbol of Tragedy |
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PART III. THE OPPORTUNITIES
Chapter 9. Learning Through Failure
Failing to Learn From Failure |
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Chapter 10. Risk Communication
Distinguishing Between Risk and Crisis |
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Analyzing Multiple Audiences |
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Convergence Theory and Risk Communication |
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Responsible Risk Communication |
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Chapter 11. Responding to the Ethical Demands of Crisis
Corporations as Moral Agents |
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Responsibility and Accountability |
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The Role of Values in a Crisis Response |
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Chapter 12. Facilitating Renewal Through Effective Crisis Communication
Considering the Opportunities Associated With Crisis |
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Theoretical Components of the Discourse of Renewal |
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Summary of the Discourse of Renewal |
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The Discourse of Renewal and Crisis Planning |
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References
Index
About the Authors