Ongoing Crisis Communication : Planning, Managing, and Responding

by W. Timothy Coombs

• ISBN13: 9781412983105
• ISBN10: 141298310X
• Edition: 3rd
• Format: Paperback
• Copyright: 2011-01-24
• Publisher: SAGE Publications, Inc

Summary

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: 'œWhat 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

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

Table of Contents provided by Ingram. All Rights Reserved.