Ongoing Crisis Communication : Planning, Managing, and Responding

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  • Edition: 3rd
  • Format: Paperback
  • Copyright: 2011-01-24
  • Publisher: SAGE Publications, Inc

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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. · 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
Discussion Questions
Effects of the Online World on Crisis Communication and Crisis Management
Effects on Crisis Communication
Proactive Management Functions and Crisis Management
Issues Management
Interrelationship between the Proactive Management Functions
Discussion Questions
The Crisis Prevention Process
Identify Sources to Scan
Information Collection
Analysis: Knowledge Creation
Discussion Questions
Crisis Preparation: Part I
Diagnosing Crisis Vulnerabilities
Crisis Types
Crisis Management Teams
Enacting the Crisis Management Plan
Special Considerations
The Spokesperson
Discussion Questions
Crisis Preparation: Part II
The Crisis Management Plan
Preparation of the Crisis Communication System
Stakeholders and Preparation
Discussion Questions
Crisis Recognition
Selling the Crisis
Crises and Information Needs
Information Gathering
Information Processing: The Known
Information-Processing Problems
Information-Processing Mechanisms
Discussion Questions
Crisis Response
Form and the Crisis Response
Content and the Crisis Response
Crisis Response and Strategies
Social Media Considerations
Follow-Up Communication
Discussion Questions
Postcrisis Concerns
Crisis Evaluation
Memory and Learning
Postcrisis Actions
Discussion Questions
Appendix: Possible Case Studies
Table of Contents provided by Ingram. All Rights Reserved.

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