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