Damage Control

by Dezenhall, Eric; Weber, John

• ISBN13: 9781935212249
• ISBN10: 1935212249
• Edition: Revised
• Format: Paperback
• Copyright: 2011-05-31
• Publisher: Easton Studio Pr

Summary

You won't have any warning when a business crisis hits. Where will you turn for answers? Much of the usual advice about damage control and crisis PR is self-serving, self-congratulatory, self-deceiving - and flat out wrong.

Table of Contents

Acknowledgments	p. vii
Authors' Note	p. ix
Introduction	p. 1
The Tylenol Case Isn't the Model for Every Crisis	p. 13
Know the Difference Between a Nuisance, a Problem, a Crisis, and a Marketplace Assault	p. 23
Blame and Resentment	p. 39
Offense Wins, Defense Loses	p. 49
Cloak Every Argument in a Principle	p. 59
Preach to the Choir	p. 71
Damage Control Means More Than Having to Say You're Sorry	p. 79
A Crisis Well Managed Is a Tale of Redemption	p. 93
When You Can't Make Them Like You, Make Them Stop Attacking You	p. 103
Dissuasion	p. 111
Do the Media's Job for Them	p. 125
When the Judge and Jury Need to Know	p. 135
Write Your Own Case History	p. 145
Know When to Fold Them	p. 155
The Best Case Studies Are the Ones You'll Never Hear About	p. 165
In Crisis, Personality Trumps Planning	p. 175
Know Whose Side Your Team Is On	p. 183
The Crisis in Your Future	p. 193
Fighting Back in the Age of YouTube: The Duke Lacrosse Counteroffensive and A Roundup of Recent Crises	p. 205
Our Permanent Leakocracy	p. 219
Index	p. 231
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