Effective Crisis Communication : Moving from Crisis to Opportunity

by Robert R. Ulmer

• ISBN13: 9781412980340
• ISBN10: 1412980348
• Edition: 2nd
• Format: Paperback
• Copyright: 2010-11-03
• Publisher: SAGE Publications, Inc

Summary

This book 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 of this second edition:'¢ Brings together theory and experience: This book introduces readers to sound research and best practices in the field of crisis communication.'¢ 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.'¢ 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. 'œYou Make the Call' exercises allow readers to examine and critique the decisions made in such important cases such as 9/11, the 2003 California fires, the recent financial crisis, and the Swine flu pandemic.

Table of Contents

Defining Crisis Communication

Defining Crisis Communication

A Definition of Crisis Communication

A Working Definition

Crisis and Risk

Types of Crises

The Significance of Crisis in a Global Environment

Defining Crisis Communication Theory and Practice

Crisis Communication Theories that Describe, Explain, and Prescribe

Understanding and Defining the Threat Bias in Crisis Communication

Summary

References

Lessons on Managing Crisis Uncertainty

Defining Uncertainty

Unexpected Crises and Uncertainty

Non-Routine Crisis Events and Uncertainty

Threat Perception and Uncertainty

Short Response Time and Uncertainty

The Impact of Crisis Induced Uncertainty on Stakeholders

Managing Communication Ambiguity Ethically During Crisis

Consistent Questions of Ambiguity

Training, Simulations, and Uncertainty

Belief Structures and Uncertainty

Summary

Lessons on Uncertainty and Crisis Communication

References

Lessons on Effective Crisis Communication

Determining Your Goals

Partnering with Crisis Audiences

Understanding the Diversity of Your Audiences

Primary and Secondary Stakeholders Defined

Communicating with Under Represented Populations During Crisis

A Word on Partnerships and Listening

What Information Do Stakeholders Need Following a Crisis?

Is Certain Communication Always the Best Approach?

Be Careful of Over-Reassuring Your Stakeholders

Tell Your Stakeholders How to Protect Themselves

Reducing and Intensifying Uncertainty Before, During, and After Organizational Crises: A Summary of Research and Practice in Crisis Communication and Generating Renewal

Social Media and Effective Crisis Communication

The Power of Positive Thinking

Summary

Lessons on Communicating Effectively in Crisis Situations

References

Lessons on Effective Crisis Leadership

The Importance of Effective Leadership

Why Visibility Following a Crisis is Important

Developing Networks of Support

Being Available, Open, and Honest

The Impact of Leadership on Renewal Following a Crisis

Ineffective Leadership During a Crisis

What Makes an Effective Crisis Leader?

Leadership Virtues

Managing Uncertainty, Responding, Resolving, and Learning from Crisis

Summary

Lessons on Effective Crisis Leadership

References

Examples of Success and Failure During Industrial Accidents

Lessons on Uncertainty: Tennessee Valley Authority and the Kingston Ash Slide

Missed Opportunities in Crisis Preparation and Planning

TVA's Response to and Uncertain Crisis

You Make the Call

Lessons on Uncertainty and Crisis Communication (You Make the Call)

Summary

Lessons on Effective Crisis Communication: A Plant Fire at Malden Mills

Courageous Communication in the Wake of a Disaster

You Make the Call

Lessons on Communicating Effectively in Crisis Situations (You Make the Call)

Summary

Lessons on Leadership: A Fire at Cole Hardwoods

Leading Instinctively After a Disaster

You Make the Call

Lessons on Effective Crisis Leadership (You Make the Call)

Summary

References

Examples of Success and Failure During Outbreaks of Foodborne Illness

Lessons on Uncertainty: King Car's Response to the 2008 Melamine Crisis

Reducing Crisis Uncertainty

A Guiding Vision for King Car's Crisis Communication

Initial Crisis Communication

The Recall

Critical Acclaim

You Make the Call

Lessons on Uncertainty and Crisis Communication

Summary

Lessons on Effective Crisis Communication: Long Term Complexities in the Tainted Odwalla Apple Juice Crisis

Challenges for Multiple Stakeholders

Odwalla's Crisis Response

Impact on Stakeholders

You Make the Call

Lessons on Communicating Effectively in Crisis Situations

Summary

The Largest Food borne Illness Outbreak in History: Schwan's Sales Enterprises

Schwan's Crisis Response

You Make the Call

Lessons on Effective Crisis Leadership (You Make the Call)

Summary

References

Examples of Success and Failure in Response to Terrorism

Crisis Uncertainty: The Case of 9/11

You Make the Call

Managing Uncertainty During Terrorism: Lessons on Uncertainty and Crisis Communication

Summary

The Oklahoma City Bombing

You Make the Call

Communicating Effectively And Ineffectively During Terrorism: Lessons on Communicating Effectively in Crisis Situations

Summary

Leadership During a Terrorist Attack: Coping with 9/11 by Rebuilding

Cantor Fitzgerald's Pre Crisis Reputation

Howard Lutnick's Crisis Response

Reservoir of Good Will

Post 9/11: Recovery, Remembrance, and Renewal

You Make the Call

Leadership Successes And Failures during Terrorism: Lessons of the Role of Leaders in Crisis Situations

Summary

References

Examples of Success and Failure During Natural Disasters

1997 Red River Valley Floods

Communicating to the Public about Crest Levels

You Make the Call

Lessons on Uncertainty and Crisis Communication (You Make the Call)

Summary

Rural Renewal after a Tornado in Greensburg, Kansas

Initial Framing of the Crisis

Consequences of a Bold Environmental Vision Following the Tornado

Community Response

You Make the Call

Lessons on Communicating Effectively in Crisis Situations

Summary

Hurricane Katrina

You Make the Call

Lessons on Effective Crisis Leadership (You Make the Call)

Summary

References

Examples of Success and Failure During Financial Crises

Enron

Leadership Communication

Divergent Corporate Values

Responsibility to be Informed

Openness to Signs of Problems

You Make the Call

Managing Uncertainty During Financial Crises: Lessons on Uncertainty and Crisis Communication

Summary

References

Lessons on Effective Crisis Communication: A Costly Youtube Hoax for Dominos Pizza

Unusual Challenges for Dominos

Dominos Crisis Response

You Make the Call

Communicating Effectively and Ineffectively During Financial Crises: Lessons on Communicating Effectively in Crisis Situations

Summary

References

Rising from the Wreckage: General Motors and the Crash of 2008-2009

General Motors Initial Response to the Crisis

A Second Attempt to Respond to the Crisis

Bankruptcy at General Motors

Televising and Promoting and New Vision at General Motors

Leadership Successes and Failures During Financial Crises: Lessons on Effective Crisis Leadership

Summary

References

Learning Through Failure

Failing to Learn from Failure

Learning Through Failure

Vicarious Learning

Organizational Memory

Unlearning

Summary

References

Risk Communication

Distinguishing Between Risk and Crisis

Identifying Risk

Analyzing Multiple Audiences

Convergence Theory and Risk Communication

Responsible Risk Communication

Summary

References

Responding to the Ethical Demands of Crisis

Ethics

Corporations as Moral Agents

Values

Values and Crisis

Responsibility and Accountability

Access to Information

Humanism and Care

The Role of Values in a Crisis Response

Summary

References

Crisis as Inspiring Renewal through Effective Crisis Communication

Considering the Opportunities Associated with Crisis

Theoretical Components of the Discourse of Renewal

Understanding Renewal: Consequences of Considering Opportunities During Crisis

Understanding the Misconceptions Associated with Crises and Crisis Communication

Summary

References

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