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Crisis communication is the life blood of crisis management: when communication is ineffective so is the crisis management effort. This book emphasizes the role of communication throughout the crisis management process. W. Timothy Coombs uses a three-staged approach to crisis management-pre-crisis, crisis, and post-crisis. 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. New to the Third Edition: Provides a new Chapter 2 on the Internet and social media, showing how it has become both a tool for recognizing warning signs as well as a key channel for communicating with stakeholders during a crisis. Updates discussion throughout to reflect the importance of the online world: The book explores the concept of paracrisis; covers online preparations organizations should make; considers the effects of social media on the crisis response; and explores the emergence of online memorials. Integrates crisis management with three other proactive management functions - issues management, risk management, and reputation management-demonstrating that the best way to manage a crisis is to prevent one. Offers a new Epilogue summarizing key lessons for managers from the vast crisis communication research literature. Key Features: 'What would you do?' cases are included throughout. With information from a real crisis event, a series of questions allow students to apply concepts in the chapter to the case. Â· Discussion Questions are provided at the end of each chapter, helping readers extend their understanding of the material.
Table of Contents
|A Need for More Crisis Management Knowledge|
|Crisis Management Defined|
|The Initial Crisis Management Framework|
|Outline of the Three-Stage Approach|
|Importance of Crisis Management|
|Effects of the Online World on Crisis Communication and Crisis Management|
|Effects on Crisis Communication|
|Proactive Management Functions and Crisis Management|
|Interrelationship between the Proactive Management Functions|
|The Crisis Prevention Process|
|Identify Sources to Scan|
|Analysis: Knowledge Creation|
|Crisis Preparation: Part I|
|Diagnosing Crisis Vulnerabilities|
|Crisis Management Teams|
|Enacting the Crisis Management Plan|
|Crisis Preparation: Part II|
|The Crisis Management Plan|
|Preparation of the Crisis Communication System|
|Stakeholders and Preparation|
|Selling the Crisis|
|Crises and Information Needs|
|Information Processing: The Known|
|Form and the Crisis Response|
|Content and the Crisis Response|
|Crisis Response and Strategies|
|Social Media Considerations|
|Memory and Learning|
|Appendix: Possible Case Studies|
|Table of Contents provided by Ingram. All Rights Reserved.|