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Ongoing Crisis Communication: Planning, Managing, and Responding 5th Edition, (Ebook PDF) full chapter instant download
Ongoing Crisis Communication: Planning, Managing, and Responding 5th Edition, (Ebook PDF) full chapter instant download
Ongoing Crisis Communication: Planning, Managing, and Responding 5th Edition, (Ebook PDF) full chapter instant download
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Brief Contents
1. Preface
2. Acknowledgments
3. • Chapter 1 A Need for More Crisis Management Knowledge
4. • Chapter 2 Risk as the Foundation for Crisis Management and Crisis
Communication
5. • Chapter 3 The Crisis Mitigation Process: Building Crisis Resistant
Organizations
6. • Chapter 4 Crisis Preparing: Part I
7. • Chapter 5 Crisis Preparing: Part II
8. • Chapter 6 Recognizing Crises
9. • Chapter 7 Crisis Responding
10. • Chapter 8 Postcrisis Concerns
11. Epilogue
12. Appendix: Possible Case Studies
13. References
14. Index
15. About the Author
Detailed Contents
Preface
Acknowledgments
• Chapter 1 A Need for More Crisis Management Knowledge
Crisis Management Defined
Disaster Defined
Organizational Crisis Defined
Crisis Management
The Initial Crisis Management Framework
Past Staged Approaches to Crisis Management
Outline of the Three-Stage Approach
Precrisis
Crisis Event
Postcrisis
A More Advanced View: The Regenerative Model of Crisis
Importance of Crisis Management
Value of Reputations
Stakeholder Activism
Digital Naturals
Broader View of Crises
Negligent Failure to Plan
Employer Duty of Care
Crisis Leadership: An Overlooked Resource
Conclusion
Discussion Questions
• Chapter 2 Risk as the Foundation for Crisis Management and Crisis
Communication
Enterprise Risk Management
Issues Management
Reputation Management
Risk Management
Boyd’s OODA Loop
Conclusion
Discussion Questions
• Chapter 3 The Crisis Mitigation Process: Building Crisis Resistant
Organizations
Observe: Finding Red Flags
Internal
Orient: Collect the Information
Orient: Analyze the Information
Summary
Decide and Act: Take Preventive Action
Evaluate the Effectiveness of the Threat Reduction
Paracrises: A Review of Action and Evaluation
Conclusion
Discussion Questions
• Chapter 4 Crisis Preparing: Part I
Diagnosing Vulnerabilities
Assessing Crisis Types
Selecting and Training a Crisis Management Team
Functional Areas
Soft Skills
Task Analysis
Group Decision-Making
Working as a Team
Enacting the Crisis Communication Plan
Listening
Implications for Crisis Management Team Selection
Applications for Training
Improvisation’s Relationship to Crisis Management Team
Training
Special Considerations
Selecting and Training a Spokesperson
The Spokesperson’s Role
Media-Specific Tasks of the Spokesperson
Appearing Pleasant on Camera
Answering Questions Effectively
Presenting Crisis Information Clearly
Handling Difficult Questions
Spokespersons in a Digital World
Resilience: Training for All Employees
Conclusion
Discussion Questions
• Chapter 5 Crisis Preparing: Part II
Developing a Crisis Communication Plan
Value
Components
Crisis Appendix
The CCP Alone Is Not Enough
Other Related Plans
Reviewing the Crisis Communication System
Mass Notification System
Crisis Control Center
Social Intranet: Internal Digital Platforms
Stakeholders and Preparation
Conclusion
Discussion Questions
• Chapter 6 Recognizing Crises
Selling the Crisis
Crisis Framing: A Symbolic Response to Crises
Crisis Dimensions
Expertise of Top Management
Persuasiveness of the Presentation
Organizing the Persuasive Effort
Resistance to Crises
Crises and Information Needs
Crises as Information Processing and Knowledge
Management
The Unknown
Information Gathering
Information Processing: The Known
Information-Processing Problems
Serial Reproduction Errors
The MUM Effect
Message Overload
Information Acquisition Biases
Group Decision-Making Errors
Summary
Information-Processing Mechanisms
Structural Elements
Procedural Elements
Training
Conclusion
Discussion Questions
• Chapter 7 Crisis Responding
Form of the Crisis Response
Responding Quickly
Speaking With One Voice: Consistency
Transparency: The New Openness
A Strategic Focus in Crisis Communication
Objectives: What Crisis Communication Hopes to Accomplish
The Target Audiences for Crisis Response Strategies
Communication Channels and Platforms for Crisis
Communication
Immediate Feedback and Crisis Communication
The Sources for Crisis Communication
How It All Comes Together
Content of the Crisis Response
Instructing Information: Physical Harm
Adjusting Information: Psychological Well-Being
Reputation Management
Crisis Response Strategies
Evaluating Reputational Threats
Effects of Credibility on Crisis Response Strategies
Crisis Communication Is Not Magic
Follow-Up Communication
Conclusion
Discussion Questions
• Chapter 8 Postcrisis Concerns
Crisis Evaluation
Crisis Management Performance Evaluation
Data Collection
Organizing and Analyzing the Crisis Management
Performance Data
Impact Evaluation
Specific Measures: Assessing Objectives
General Measures
Summary
Knowledge Management: Organizational Memory and Learning
Organizational Memory
Organizational Learning
Knowledge Management: Connecting the Pieces
Continuity of Actions
Memorials and Shrines
The Big Picture
Conclusion
Discussion Questions
Epilogue
Musings: Taking an Evidence-Based Approach Seriously
Musings: Simplicity, Complexity, and Effectiveness
Musings: Time and Crises
Conclusion
Discussion Questions
Appendix: Possible Case Studies
References
Index
About the Author
Preface
Pedagogical Features
Throughout the book are “What would you do?” cases. Each case fits the key
points found in a particular chapter. Information from a real crisis event is
presented along with a series of questions designed to allow readers to apply
text concepts to the case.
Each chapter ends with a Conclusion that sums up the main points of the
chapter as well as Discussion Questions that help readers extend their
understanding of the material.
Crises can violate salient expectations that stakeholders hold about how
organizations should act. These expectations are important to the
stakeholders and can be related to health, safety, environmental, or economic
concerns. Planes should land safely, products should not harm us,
management should not steal money, and organizations should reflect
societal values. Crises disturb some stakeholder expectations, resulting in
people becoming upset and angry, which threatens the relationship between
the organization and its stakeholders. That is why crises are considered
dangerous to organizations’ reputations (Barton, 2001; Dilenschneider,
2000). A reputation is how stakeholders perceive the organization. When
expectations are breached, stakeholders perceive the organization less
positively: The reputation is harmed.
Paracrises are situations where crisis managers must manage a crisis risk in
full view of its stakeholders (Coombs & Holladay, 2012c). Paracrises reflect
the reputational focus of many crises. All crises will inflict some reputational
damage on an organization. However, certain situations are primarily
reputational and have limited effects on operations. The terms reputational
crises and social media crises have been used in attempts to capture the
emphasis on reputational concerns. The term reputational crisis is confusing
because reputation also is an antecedent and consequence for a crisis and
because all crises have a reputational dimension. The term social media crisis
is extremely vague, referring to events that transpire in or are intensified by
social media. Again, any crisis can have a social media aspect to it, and
labeling a crisis by the dominant media involved is imprecise. Instead, I
prefer to divide organizational crises into operational crises and paracrises as
illustrated in Figure 1.2