Ongoing Crisis Communication
Planning, Managing, and Responding
- W. Timothy Coombs - Texas A&M University, College Station, Texas, USA
| Crisis Management Defined |
| The Initial Crisis Management Framework |
| Outline of the Three-Stage Approach |
| A More Advanced View: The Regenerative Model of Crisis |
| Importance of Crisis Management |
| Crisis Leadership: An Overlooked Resource |
| Conclusion |
| Discussion Questions |
| Enterprise Risk Management |
| Boyd’s OODA Loop |
| Conclusion |
| Discussion Questions |
| Observe: Finding Red Flags |
| Orient: Collect the Information |
| Orient: Analyze the Information |
| Decide and Act: Take Preventive Action |
| Evaluate the Effectiveness of the Threat Reduction |
| Conclusion |
| Discussion Questions |
| Diagnosing Vulnerabilities |
| Assessing Crisis Types |
| Selecting and Training a Crisis Management Team |
| Selecting and Training a Spokesperson |
| Resilience: Training for All Employees |
| Conclusion |
| Discussion Questions |
| Developing a Crisis Communication Plan |
| Reviewing the Crisis Communication System |
| Stakeholders and Preparation |
| Conclusion |
| Discussion Questions |
| Selling the Crisis |
| Crises and Information Needs |
| Information Gathering |
| Information Processing: The Known |
| Information-Processing Problems |
| Information-Processing Mechanisms |
| Conclusion |
| Discussion Questions |
| Form of the Crisis Response |
| A Strategic Focus in Crisis Communication |
| Content of the Crisis Response |
| Crisis Response Strategies |
| Follow-Up Communication |
| Conclusion |
| Discussion Questions |
| Crisis Evaluation |
| Knowledge Management: Organizational Memory and Learning |
| Continuity of Actions |
| Memorials and Shrines |
| The Big Picture |
| Conclusion |
| Discussion Questions |
| Musings: Taking an Evidence-based Approach Seriously |
| Musings: Simplicity, Complexity and Effectiveness |
| Musings: Simplicity, Complexity and Effectiveness |
| Conclusion |
| Discussion Questions |
· PART II—Chapter-By-Chapter Changes
Authors and editors are asked to delineate detailed changes to a revision on a chapter-by-chapter basis. We recommend that you maintain a record of changes over the entire revision process. This report will be kept on file at SAGE in compliance with the legal standards required by the Higher Education Opportunity Act. Please utilize the form below to report chapter-by-chapter changes.
I. Overall Book Changes
Please include all additions, deletions, and updates.
Table of Contents: (e.g. Reorganization of chapters, chapter deletions, additions, splitting, or combining)
Chapter 1: A Need for More Crisis Management Knowledge
Chapter 2: Risk as the foundation for Crisis Management and Crisis Communication
Chapter 3 The Crisis Mitigation Process: Building Crisis Resistant Organizations
Chapter 4: Crisis Preparing: Part 1
Chapter 5: Crisis Preparing: Part2
Chapter 6: Recognizing Crises
Chapter 7: Crisis Responding
Chapter 8: Postcrisis Concerns
Epilogue
In the fourth edition there were nine chapters. The old Chapter two (Effects of the Online World on Crisis Communication and Management) was dropped and key ideas from that chapter placed in Chapters 2, 3, 4, 5, 7, and 8.
TOC
Old Chapter 1 A Need for More Crisis Management Knowledge
Crisis Management Defined
Disaster Defined
Organizational Crisis Defined
Crisis Management
The Initial Crisis Management Framework
Past Staged Approaches to Crisis Management
Outline of the Three-Stage Approach
Precrisis
Crisis Event
Postcrisis
Importance of Crisis Management
Value of Reputations
Stakeholder Activism
Communication Technologies
Broader View of Crises
Negligent Failure to Plan
Crisis Leadership: An Overlooked Resource
Conclusion
Discussion Questions
New Chapter 1 A Need for More Crisis Management Knowledge
Crisis Management Defined
Disaster Defined
Organizational Crisis Defined
Crisis Management
The Initial Crisis Management Framework
Past Staged Approaches
Outline of the Three-Staged Approach
Precrisis
Crisis Event
Postcrisis
A More Advanced View: The Regenerative Model of Crisis
Importance of Crisis Management
Value of Reputations
Stakeholder Activism
Digital Naturals
Broader View of Crises
Negligent Failure to Plan
Employer Duty of Care
Crisis Leadership: An Overview
Conclusion
Discussion Questions
Old Chapter 2 Effects of the Online World on Crisis Communication and Crisis Management
The Online Environment: Multiple Communication Channels
Refining the Conceptualization of Crisis
Effects on Crisis Communication
Precrisis
Crisis Response
Postcrisis
Conclusion
Discussion Questions
THIS CHAPTER HAS BEEN DELETED WIH SOME MATERIAL MOVING TO OTHER CHAPTERS
This is now Chapter 2
Old Chapter 3 Proactive Management Functions and Crisis Management
The Proactive Management Functions
Issues Management
Reputation Management
Risk Management
Interrelationship Between the Proactive Management Functions
Conclusion
Discussion Questions
Chapter 2 Risk as the Foundation for Crisis Management and Crisis Communication
Enterprise Risk Management
Issues Management
Reputation Management
Risk Management
Boyd’s OODA Loop
Conclusion
Discussion Questions
This is now Chapter 3
Chapter 4 The Crisis Prevention Process
Identify the Sources to Scan
Collect the Information
Analyze the Information
Summary
Take Preventive Action
Evaluate the Effectiveness of the Threat Reduction
Paracrisis
Conclusion
Discussion Questions
Chapter 3 The Crisis Mitigation Process: Building Crisis Resistant Organizations
Observe: Finding Red Flags
Orient: Collect the Information
Orient: Analyze the Information
Summary
Decide and Act: Take Preventative Action
Evaluate the Effectiveness of he Threat Reduction
Paracrises: A Review of Action of Evaluation
Conclusion
Discussion Questions
This is now Chapter 4
Old Chapter 5 Crisis Preparation: Part I
Diagnosing Vulnerabilities
Assessing Crisis Types
Selecting and Training a Crisis Management Team
Functional Areas
Task Analysis
Group Decision Making
Working as a Team
Enacting the Crisis Management Plan
Listening
Implications for Crisis Team Selection
Applications for Training
Improvisation’s Relationship to Crisis Team Training
Special Considerations
Selecting and Training a Spokesperson
The Spokesperson’s Role
Media-Specific Tasks of the Spokesperson
Appearing Pleasant on Camera
Answering Questions Effectively
Presenting Crisis Information Clearly
Handling Difficult Questions
Spokespersons in a Digital World
Conclusion
Discussion Questions
Chapter 4 Crisis Preparing Part 1
Diagnosing Vulnerabilities
Assessing Crisis Types
Selecting and Training a Crisis Management Team
Functional Areas
Soft Skills
Task Analysis
Group Decision Making
Working as a Team
Enacting the CCP
Listening
Implications for Crisis Team Selection
Applications for Training
Improvisation’s Relationship to Crisis Team Training
Special Considerations
Selecting and Training a Spokesperson
The Spokesperson’s Role
Media Specific Tasks of the Spokesperson
Appearing Pleasant on Camera
Answering Questions Effectively
Presenting Crisis Information Clearly
Handling Difficult Questions
Spokesperson in a Digital World
Resilience: Training for All Employees
Conclusion
Discussion Questions
This is now Chapter 5
Old Chapter 6 Crisis Preparation: Part II
Developing a Crisis Management Plan
Value
Components
Crisis Appendix
The CMP Is Not Enough
Other Related Plans
Reviewing the Crisis Communication System
Mass Notification System
Crisis Control Center
Intranets and Internet
Stakeholders and Preparation
Conclusion
Discussion Questions
Chapter 5 Crisis Preparing: Part II
Developing a Crisis Communication Plan
Value
Components
Crisis Appendix
The CCP Aline Is Not Enough
Other Related Plans
Reviewing the Crisis Communication System
Mass Notification
Crisis Control Center
Social Intranet: Internal Digital Channels
Stakeholders and Preparation
Conclusion
Discussion Questions
This is now Chapter 6
Old Chapter 7 Crisis Recognition
Selling the Crisis
Crisis Framing: A Symbolic Response to Crises
Crisis Dimensions
Expertise of the Dominant Coalition
Persuasiveness of the Presentation
Organizing the Persuasive Effort
Resistance to Crises
Crises and Information Needs
Crises as Information Processing and Knowledge Management
The Unknown
Information Gathering
Information Processing: The Known
Information-Processing Problems
Serial Reproduction Errors
The MUM Effect
Message Overload
Information Acquisition Biases
Group Decision-Making Errors
Summary
Information-Processing Mechanisms
Structural Elements
Procedural Elements
Training
Conclusion
Discussion Questions
Chapter 6 Recognizing Crises
Selling the Crisis
Crisis Framing: A Symbolic Response to Crises
Crisis Dimensions
Expertise of Top Management
Persuasiveness of the Presentation
Organizing the Persuasive Effort
Resistance to Crises
Crises and Information Needs
Crises as Information Processing and Knowledge Management
The Unknown
Information Gathering
Information Processing: The Known
Information Processing Problems
Serial Reproduction Errors
The MUM Effect
Message Overload
Information Acquisition Bias
Group Decision-Making Errors
Summary
Information Processing Mechanisms
Structural Elements
Procedural Elements
Training
Conclusion
Discussion Questions
This is now Chapter 7
Old Chapter 8 Crisis Response
Form of the Crisis Response
Responding Quickly
Speaking With One Voice: Consistency
Openness
A Strategic Focus in Crisis Communication
Objectives: What Crisis Communication Hopes to Accomplish
The Target Audience for Crisis Response Strategies
Content of the Crisis Response
Instructing Information: Physical Harm
Adjusting Information: Psychological Well-being
Reputation Management
Crisis Response and Strategies
Evaluating Reputational Threat
Effects of Credibility and Prior Reputation on Crisis Response Strategies
Social Media Considerations
Follow-Up Communication
Conclusion
Discussion Questions
Chapter 7 Crisis Responding
Form of the Crisis Response
Responding Quickly
Speaking with One Voice: Consistency
Transparency The New Openness
A Strategic Focus in Crisis Communication
Objectives: What Crisis Communication Hopes to Accomplish
The Target Audiences for Crisis Response Strategies
Communication Channels ad Platforms for Crisis Communication
Immediate Feedback and Crisis Communication
The Source for Crisis Communication
How It All Comes Together
Content of the Crisis Response
Instructing Information: Physical Harm
Adjusting Information: Psychological Well-being
Reputation Management
Crisis Response Strategies
Evaluating Reputational Threats
Effects of Credibility on Crisis Response Strategies
Crisis Communication is not Magic
Follow-up Communication
Conclusion
Discussion Questions
This is now Chapter 8
Old Chapter 9 Postcrisis Concerns
Crisis Evaluation
Crisis Management Performance Evaluation
Data Collection
Organizing and Analyzing the Crisis Management Performance Data
Impact Evaluation
Specific Measures: Assessing Objectives
General Measures
Summary
Memory and Learning
Postcrisis Actions
The Big Picture
Conclusion
Discussion Questions
Chapter 8 Postcrisis Concerns
Crisis Evaluation
Crisis Management Performance Evaluation
Data Collection
Organizing and Analyzing
Impact Evaluation
Specific Measures: Assessing Objectives
General Measures
Summary
Knowledge Management: Organizational Memory and Learning
Organizational Memory
Organizational Learning
Knowledge Management: Connecting the Pieces
Continuity of Actions
Memorials and Shrines
The Big Picture
Conclusion
Discussion Questions
Epilogue
Appendix: Possible Case Studies
References
Index
About the Author
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· End-of-Chapter Pedagogy
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· Chapter Features
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References:
Significant edition of over 100 new references
Overall Manuscript Length:
About the same because a chapter was removed.
II. Chapter-Specific Changes
Please list changes to each element, including textual revision, tables, maps, charts, figures, data, readings, etc, as applicable.
Preface:
Focus on an evidence-based approach to crisis communication
Foreword:
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Introduction:
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Chapter 1:
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?Changes Data &Statistics ?Changed References/Citation
Summary of Changes:
New opening examples of crises
New division between operational crises and paracrises
New discussion of digital naturals and their effects of crises
New section of employer duty of care as a reason for the importance of crisis management
Add the new concept of the regenerative crisis model
Chapter 2:
Please check all that apply
?Major Changes ?Minor Changes ?Changed Tables/Figures
?Changes Data &Statistics ?Changed References/Citation
Summary of Changes:
Chapter is now organized through the lens of enterprise risk management, a new concept in this edition
The section on issues has been reduced
The reputation management section has been revised as part of the ERM focus. This includes new information about how CSR becomes a crisis risk via reputation management.
The concept of Boyd’s OODA loop is added at the end to guide how managers attend to and cat on risks. This concept was not in previous editions.
The discussion of the relationship between risk, reputation, issues, and crises is revised and shortened.
Chapter 3:
Please check all that apply
?Major Changes ?Minor Changes ?Changed Tables/Figures
?Changes Data &Statistics ?Changed References/Citation
Summary of Changes:
The chapter is organized and written through the lens of Boyd’s OODA Loop to demonstrate how risk mitigation relates to crisis management and crisis communication.
The chapter contains addition details related to social media platforms and crisis scanning.
There is an extended discussion of paracrisis as risk management that was not in previous editions
Chapter 4:
Please check all that apply
?Major Changes ?Minor Changes ?Changed Tables/Figures
?Changes Data &Statistics ?Changed References/Citation
Summary of Changes:
There is a new and expanded discussion of crisis types and unique crisis forms. Unique crisis forms was not in previous editions.
The crisis team discussion has a new section (and skill set) called soft skills that examines the interpersonal nature of management. This includes an addition of political skills which is a form of social and emotional effective constructs (SEECs) that includes emotional intelligence.
The group decision making has an expanded discussion of intuitive decision making in crisis situations.
There is new material added to the delivery section of spokesperson training.
There a new section added on training for employee resilience
Chapter 5:
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?Major Changes ?Minor Changes ?Changed Tables/Figures
?Changes Data &Statistics ?Changed References/Citation
Summary of Changes:
Changes discussion from crisis management plan to crisis communication plan.
Revised discussion of mass notification
Revised and expanded discussion of social intranet
Revised discussion of stakeholders and preparation
Chapter 6:
Please check all that apply
?Major Changes ?Minor Changes ?Changed Tables/Figures
?Changes Data &Statistics ?Changed References/Citation
Summary of Changes:
More of a focus on knowledge management.
Greater recognition of how organizational culture and soft skills affect crisis recognition.
Chapter 7:
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?Major Changes ?Minor Changes ?Changed Tables/Figures
?Changes Data &Statistics ?Changed References/Citation
Summary of Changes:
Revised discussions of consistency and transparency. Added discussion of message maps that was not in the 4th edition.
Added new sections of communication channels and platforms for crisis communication, immediate feedback and crisis communication, sources for crisis communication, and how it all comes together.
The response discussion added technical translation, a concept not in previous editions.
Revised discussions of denial and effects of credibility on crisis response strategies.
Added a new section on crisis communication is not magic.
Chapter 8:
Please check all that apply
?Major Changes ?Minor Changes ?Changed Tables/Figures
?Changes Data &Statistics ?Changed References/Citation
Summary of Changes:
The learning discussion is now done through knowledge management and this section was expanded. This result in a significant alteration of the material that was presented and how it was present in the old section on learning and memory.
There is a new and improved section on continuity of actions to replace the idea of follow up.
The concept of shrines was added as a way to improve and to extend the discussion of memorials.
Epilogue:
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?Major Changes ?Minor Changes ?Changed Tables/Figures
?Changes Data &Statistics ?Changed References/Citation
Summary of Changes:
Removed most of old review and replaced it with a discussion of few key points to remember.
Added an entirely new section on the role of time in crisis communication and crisis management.
HEOA Compliance
Available formats
| ISBN: 9781544331966 | Electronic Version | Suggested Retail Price: $69.00 | Bookstore Price: $55.20 |
| ISBN: 9781544331959 | Paperback | Suggested Retail Price: $86.00 | Bookstore Price: $68.80 |
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