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Crisis communication is the lifeblood of crisis management: When communication is ineffective, so is the crisis management effort. Emphasizing the role of communication, W. Timothy Coombs uses a three-staged approach to crisis management--pre-crisis, crisis, and postcrisis. He reviews the latest research, explains how crisis communication can prevent or reduce the threats of a crisis, and provides guidelines for how best to act and react in an emergency situation.

Tabla de contenidos provista por Syndetics

• Preface(p. xi)
• Acknowledgments(p. xv)
• Chapter 1 A Need for More Crisis Management Knowledge(p. 1)
• Crisis Management Defined(p. 2)
• Crisis Defined(p. 2)
• Crisis Management(p. 5)
• The Initial Crisis Management Framework(p. 6)
• Past Staged Approaches to Crisis Management(p. 7)
• Outline of the Three-Stage Approach(p. 10)
• Precrisis(p. 11)
• Crisis Event(p. 12)
• Postcrisis(p. 12)
• Importance of Crisis Management(p. 13)
• Value of Reputations(p. 14)
• Stakeholder Activism(p. 14)
• Communication Technologies(p. 15)
• Broader View of Crises(p. 16)
• Negligent Failure to Plan(p. 16)
• Conclusion(p. 17)
• Discussion Questions(p. 18)
• Chapter 2 Effects of the Online World on Crisis Communication and Crisis Management(p. 19)
• The Online Environment: Multiple Communication Channels(p. 20)
• Effects on Crisis Communication(p. 25)
• Precrisis(p. 25)
• Crisis Response(p. 27)
• Postcrisis(p. 28)
• Conclusion(p. 29)
• Discussion Questions(p. 29)
• Chapter 3 Proactive Management Functions and Crisis Management(p. 31)
• The Proactive Management Functions(p. 32)
• Issues Management(p. 32)
• Reputation Management(p. 35)
• Risk Management(p. 40)
• Interrelationship Among the Proactive Management Functions(p. 43)
• Conclusion(p. 44)
• Discussion Questions(p. 45)
• Chapter 4 The Crisis Prevention Process(p. 47)
• Identify the Sources to Scan(p. 47)
• Collect the Information(p. 56)
• Analyze the Information(p. 58)
• Summary(p. 63)
• Action(p. 66)
• Evaluation(p. 67)
• Paracrisis(p. 69)
• Conclusion(p. 69)
• Discussion Questions(p. 70)
• Chapter 5 Crisis Preparation: Part I(p. 71)
• Diagnosing Vulnerabilities(p. 71)
• Assessing Crisis Types(p. 72)
• Selecting and Training a Crisis Management Team(p. 74)
• Functional Areas(p. 15)
• Task Analysis(p. 75)
• Group Decision Making(p. 76)
• Working as a Team(p. 80)
• Enacting the Crisis Management Plan(p. 80)
• Listening(p. 81)
• Implications for Crisis Team Selection(p. 81)
• Applications for Training(p. 82)
• Special Considerations(p. 85)
• Selecting and Training a Spokesperson(p. 86)
• The Spokesperson's Role(p. 86)
• Media-Specific Tasks of the Spokesperson(p. 88)
• Internet Considerations for Spokespersons(p. 95)
• Conclusion(p. 96)
• Discussion Questions(p. 96)
• Chapter 6 Crisis Preparation: Part II(p. 99)
• Developing a Crisis Management Plan(p. 99)
• Value(p. 99)
• Components(p. 100)
• Crisis Appendix(p. 104)
• The CMP is Not Enough(p. 106)
• Other Related Plans(p. 107)
• Reviewing the Crisis Communication System(p. 107)
• Mass Notification System(p. 108)
• Crisis Control Center(p. 108)
• The Intranet and Internet(p. 110)
• Stakeholders and Preparation(p. 113)
• Conclusion(p. 114)
• Discussion Questions(p. 114)
• Chapter 7 Crisis Recognition(p. 115)
• Selling the Crisis(p. 116)
• Crisis Framing: A Symbolic Response to Crises(p. 117)
• Crisis Dimensions(p. 117)
• Expertise of the Dominant Coalition(p. 120)
• Persuasiveness of the Presentation(p. 120)
• Organizing the Persuasive Effort(p. 122)
• Resistance to Crises(p. 123)
• Crises and Information Needs(p. 125)
• Crises as information Processing and Knowledge Management(p. 126)
• The Unknown(p. 126)
• Information Gathering(p. 127)
• Information Processing: The Known(p. 127)
• Information-Processing Problems(p. 128)
• Serial Reproduction Errors(p. 128)
• The MUM Effect(p. 129)
• Message Overload(p. 129)
• Information Acquisition Biases(p. 130)
• Group Decision-Making Errors(p. 131)
• Summary(p. 131)
• Information-Processing Mechanisms(p. 131)
• Structural Elements(p. 132)
• Procedural Efforts(p. 134)
• Training(p. 136)
• Conclusion(p. 138)
• Discussion Questions(p. 138)
• Chapter 8 Crisis Response(p. 139)
• Form of the Crisis Response(p. 139)
• Responding Quickly(p. 140)
• Speaking With One Voice: Consistency(p. 143)
• Openness(p. 144)
• Content of the Crisis Response(p. 146)
• Instructing Information(p. 146)
• Adjusting Information(p. 148)
• Reputation Management(p. 152)
• Crisis Response Strategies(p. 154)
• Evaluating Reputational Threat(p. 157)
• Effects of Credibility and Prior Reputation on Crisis Response Strategies(p. 160)
• Social Media Considerations(p. 163)
• Follow-Up Communication(p. 165)
• Conclusion(p. 167)
• Discussion Questions(p. 168)
• Chapter 9 Postcrisis Concerns(p. 169)
• Crisis Evaluation(p. 169)
• Crisis Management Performance Evaluation(p. 170)
• Impact Evaluation(p. 173)
• Summary(p. 178)
• Memory and Learning(p. 178)
• Postcrisis Actions(p. 180)
• Conclusion(p. 184)
• Discussion Questions(p. 184)
• Epilogue: Lessons and Challenges for Crisis Communication(p. 185)
• Evidence-Based Crisis Communication(p. 186)
• Crisis Communication Lessons, Recommendations, and Trends(p. 187)
• Trends as Challenges(p. 189)
• Social Media(p. 189)
• International Crises(p. 190)
• Technology(p. 191)
• Conclusion(p. 191)
• Discussion Questions(p. 192)
• Appendix: Possible Case Studies(p. 193)
• References(p. 199)
• Index(p. 219)
• About the Author(p. 231)

Notas de autor provistas por Syndetics

W. Timothy Coombs (PhD Purdue University in Public Affairs and Issues Management) is a senior partner with Center for Risk Communication and a Fellow with the International Communication Association . His primary areas of research are crisis communication and CSR including the award-winning book Ongoing Crisis Communication . He is the current editor for Corporation Communication: An International Journal . His research has appeared in Management Communication Quarterly, Public Relations Review, Corporate Reputation Review, Journal of Public Relations Research, Journal of Communication Management, Business Horizons , and the Journal of Business Communication .