Effective Crisis Communication; Moving From Crisis to Opportunity

by Ulmer, Robert; Sellnow, Timothy; Seeger, Matthew

• ISBN13: 9781412914192
• ISBN10: 1412914191
• Format: Paperback
• Copyright: 2006-08-10
• Publisher: Sage Publications, Inc
• More Book Details
• Purchase Benefits

Summary

"This book sets a new standard for academics, students, and professionals who desire a comprehensive volume that encapsulates the most recent and up-to-date research on crisis management. The authors have written an important work that speaks to our post-9/11 world, one that demonstrates a mature understanding of crises and how organizations can and should respond to them communicatively." -Keith Michael Hearit, Western Michigan University Effective Crisis Communication: Moving from Crisis to Opportunity provides the reader practical advice on how to effectively manage and overcome a crisis. Authors Robert R. Ulmer, Timothy L. Sellnow, and Matthew W. Seeger provide guidelines for taking the many challenges that crises present and turning those challenges into opportunities for overcoming a crisis. Key Features : Brings together theory and experience : This book introduces readers to sound research and best practices in the field of crisis communication. Introductory chapters offer practical lessons on managing uncertainty, effective crisis communication, and productive crisis leadership that help readers evaluate case studies in later chapters. Provides advice on how to create opportunity from crisis : Unlike other crisis communication texts, this book explains how organizations can and should emerge from crises as better organizations. Examples and lessons on how to capitalize on the opportunities inherent to crisis are provided through organizational learning, sound ethical practices, and risk communication. In addition, the book provides advice on how to create renewal and growth following a crisis. Addresses prominent and diverse cases : Cases and practical applications from a wide variety of crises are included, such as food-borne illness outbreaks, terrorism, industrial disasters, and natural disasters. "You Make the Call" exercises allow readers to examine and critique the decisions made in such important cases such as 9/11, Enron, Malden Mills, and the 2003 California fires. Intended Audience : The combination of practical lessons with vivid examples makes this a valuable supplemental text for courses in crisis communication from the perspectives of Public Relations, Health Communication, Risk Communication, and Business Communication. In addition, it serves as an excellent resource for practitioners of crisis and risk communication in industry.

Table of Contents

PART I: THE LESSONS
Chapter 1. Defining Crisis Communication	3	(14)
A Definition of Crisis Communication	5	(2)
Surprise	6	(1)
Threat	6	(1)
Short Response Time	7	(1)
A Working Definition	7	(1)
Crisis and Risk	8	(1)
Types of Crises	9	(4)
Intentional Crises	9	(2)
Unintentional Crises	11	(2)
Consistent Communication Demands of Crisis Situations	13	(1)
The Significance of Crisis in a Global Environment	14	(1)
Summary	15	(1)
References	15	(2)
Chapter 2. Lessons on Managing Crisis Uncertainty	17	(16)
Defining Uncertainty	18	(1)
Unexpected Crises and Uncertainty	18	(1)
Nonroutine Crisis Events and Uncertainty	19	(1)
Threat Perception and Uncertainty	19	(1)
Short Response Time and Uncertainty	20	(2)
The Impact of Crisis-Induced Uncertainty on Stakeholders	22	(1)
Managing Communication Ambiguity Ethically During Crisis	23	(2)
Consistent Questions of Ambiguity	25	(2)
Training, Simulations, and Uncertainty	27	(2)
Belief Structures and Uncertainty	29	(1)
Summary	30	(1)
Lessons on Uncertainty and Crisis Communication	30	(1)
References	31	(2)
Chapter 3. Lessons on Effective Crisis Communication	33	(16)
Determining Your Goals	34	(1)
Partnering With Crisis Audiences	34	(2)
Understanding the Diversity of Your Audiences	36	(1)
Primary and Secondary Stakeholders Defined	37	(1)
A Word on Partnerships and Listening	38	(2)
What Information Do Stakeholders Need Following a Crisis?	40	(2)
Communicate Early and Often With Both Internal and External Stakeholders	40	(1)
Identifying the Cause of the Crisis	41	(1)
Contacting Everyone Affected by the Crisis	41	(1)
Determining Current and Future Risks	42	(1)
Is Certain Communication Always the Best Approach?	42	(1)
Be Careful of Overreassuring Your Stakeholders	43	(1)
Tell Your Stakeholders How to Protect Themselves	44	(1)
The Power of Positive Thinking	45	(1)
Summary	46	(1)
Lessons on Communicating Effectively in Crisis Situations	47	(1)
References	47	(2)
Chapter 4. Lessons on Effective Crisis Leadership	49	(16)
The Importance of Effective Leadership	50	(1)
Why Visibility Following a Crisis Is Important	50	(1)
Developing Networks of Support	51	(1)
Being Available, Open, and Honest	52	(1)
The Impact of Leadership on Renewal Following a Crisis	53	(1)
Ineffective Leadership During a Crisis	53	(1)
What Makes a Leader?	54	(2)
Leadership Styles	55	(1)
Contingency Approach to Leadership	56	(1)
Leadership Virtues	56	(1)
Managing Uncertainty, Responding, Resolving, and Learning From Crisis	57	(4)
Suggestions for the Leader as Spokesperson	57	(4)
Summary	61	(1)
Lessons on Effective Crisis Leadership	61	(1)
References	62	(3)
PART II: APPLYING THE LESSONS
Chapter 5. Examples of Success and Failure in Industrial Accidents	65	(18)
Lessons on Uncertainty: Exxon and the Valdez Oil Tanker Grounding	66	(6)
Disagreements About Crisis Preparation and Planning	66	(2)
Exxon's Response to an Uncertain Crisis	68	(1)
Understanding the Science of the Valdez Oil Spill: The Quest for $100 Million	69	(1)
You Make the Call	70	(1)
Managing Uncertainty in Industrial Accidents: Lessons on Uncertainty and Crisis Communication	70	(1)
Summary	71	(1)
Lessons on Effective Crisis Communication: A Plant Fire at Malden Mills	72	(5)
Crisis Preparation and Planning	73	(1)
Courageous Communication in the Wake of a Disaster	73	(1)
You Make the Call	74	(1)
Communication Effectiveness and Ineffectiveness in Industrial Accidents: Lessons on Communicating Effectively in Crisis Situations	75	(1)
Summary	76	(1)
Lessons on Leadership: A Fire at Cole Hardwoods	77	(3)
Crisis Planning and Preparation	77	(1)
Leading Instinctively After a Disaster	78	(1)
You Make the Call	78	(1)
Leadership Successes and Failures in Industrial Accidents: Lessons on Effective Crisis Leadership	79	(1)
Summary	80	(1)
References	80	(3)
Chapter 6. Examples of Success and Failure During Outbreaks of Food-Borne Illness	83	(18)
Lessons on Uncertainty: Jack in the Box's E. coli O157:H7 Crisis	84	(5)
Crisis Planning and Preparation	85	(1)
Jack in the Box's Response to an Uncertain Crisis	85	(3)
You Make the Call	88	(1)
Managing Uncertainty in Food-Borne Illness Outbreaks: Lessons on Uncertainty and Crisis Communication	88	(1)
Summary	89	(1)
Lessons on Effective Crisis Communication: A Deadly Hepatitis A Outbreak at a Chi-Chi's Restaurant	89	(5)
A Complicating Factor for Chi-Chi's	91	(1)
Chi-Chi's Crisis Response	91	(2)
You Make the Call	93	(1)
Communicating Effectively and Ineffectively During Food-Borne Illness Outbreaks: Lessons on Communicating Effectively in Crisis Situations	93	(1)
Summary	94	(1)
The Largest Food-Borne Illness Outbreak in History: Schwan's Sales Enterprises	94	(6)
A Guiding Philosophy	96	(1)
Schwan's Crisis Response	97	(1)
Learning From the Crisis	98	(1)
You Make the Call	98	(1)
Leadership Successes and Failures in Food-Borne Illness Outbreaks: Lessons on Effective Crisis Leadership	98	(1)
Summary	99	(1)
References	100	(1)
Chapter 7. Examples of Success and Failure in Response to Terrorism	101	(18)
Crisis Uncertainty: The Case of 9/11	102	(5)
You Make the Call	105	(1)
Managing Uncertainty During Terrorism: Lessons on Uncertainty and Crisis Communication	105	(2)
Summary	107	(1)
Effective Crisis Communication: The Oklahoma City Bombing	107	(5)
You Make the Call	110	(1)
Communicating Effectively and Ineffectively During Terrorism: Lessons on Communicating Effectively in Crisis Situations	111	(1)
Summary	112	(1)
Effective Crisis Leadership at the Centers for Disease Control and Prevention	112	(6)
Spokesperson in the SARS Case	114	(2)
You Make the Call	116	(1)
Leadership Successes and Failures in Public Health: Lessons of the Role of Leaders in Crisis Situations	116	(2)
Summary	118	(1)
References	118	(1)
Chapter 8. Examples of Success and Failure During Natural Disasters	119	(22)
1997 Red River Valley Floods	120	(5)
Predicting Floodwaters in the Red River Valley	121	(1)
Communicating to the Public About Crest Levels	122	(1)
Understanding the National Weather Service's Response to the Red River Valley Floods	122	(1)
You Make the Call	123	(1)
Managing Uncertainty in Natural Disasters: Lessons on Uncertainty and Crisis Communication	123	(2)
Summary	125	(1)
Tsunami Relief and the Red Cross	125	(7)
The Red Cross and Donations Following the Tsunami Crisis	125	(2)
Communication Following the Tsunami	127	(3)
You Make the Call	130	(1)
Communicating Effectively and Ineffectively During Natural Disasters: Lessons on Communicating Effectively in Crisis Situations	131	(1)
Summary	132	(1)
2003 San Diego County, California, Fires	132	(5)
Communicating During the Uncertainty of the California Wildfires	134	(1)
Lessons From Dealing With Crisis	135	(1)
You Make the Call	135	(1)
Leadership Successes and Failures During Natural Disasters: Lessons on Effective Crisis Leadership	135	(1)
Summary	136	(1)
References	137	(4)
PART III: THE OPPORTUNITIES
Chapter 9. Learning Through Failure	141	(12)
Failing to Learn From Failure	142	(2)
Learning From Failure	144	(2)
Vicarious Learning	146	(1)
Organizational Memory	147	(1)
Unlearning	148	(2)
Summary	150	(1)
References	151	(2)
Chapter 10. Risk Communication	153	(14)
Distinguishing Between Risk and Crisis	154	(3)
Identifying Risk	157	(2)
Mindfulness	157	(2)
Analyzing Multiple Audiences	159	(4)
Responsible Risk Communication	163	(2)
Significant Choice	163	(1)
Fantasy Messages	164	(1)
Summary	165	(1)
References	166	(1)
Chapter 11. Responding to the Ethical Demands of Crisis	167	(10)
Ethics	168	(1)
Values	169	(1)
Values and Crisis	170	(1)
Responsibility and Accountability	170	(1)
Access to Information	171	(1)
Humanism and Care	172	(2)
The Role of Values in a Crisis Response	174	(1)
Summary	175	(1)
References	175	(2)
Chapter 12. Crisis as Inspiring Renewal to a New Normal	177	(12)
Understanding Renewal: Examples and Consequences of a Different Approach to Crisis Communication	177	(1)
Examples of Renewal Following Crisis	178	(2)
Malden Mills and Cole Hardwoods	178	(1)
Cantor Fitzgerald	179	(1)
9/11	179	(1)
How to Create Opportunities for Renewal Following a Crisis	180	(2)
Opportunities for Inspiring Renewal to a New Normal	182	(1)
Turner's Six Stages of Failure of Foresight	182	(2)
Failing to View the Opportunities in Crisis	184	(1)
NASA: The Tale of an Organization Struggling With Renewal and the New Normal	184	(1)
Challenges to Renewal	185	(1)
Summary	186	(1)
References	187	(2)
Index	189	(8)
About the Authors	197