Crisis in organizations: managing and communicating in the heat of chaos
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Cincinnati, Ohio
South-Western Publ. Co.
1993
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XII, 256 S. Ill., graph. Darst. |
| ISBN: | 0538818182 |
Internformat
MARC
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| 100 | 1 | |a Barton, Laurence |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a Crisis in organizations |b managing and communicating in the heat of chaos |c Laurence Barton |
| 264 | 1 | |a Cincinnati, Ohio |b South-Western Publ. Co. |c 1993 | |
| 300 | |a XII, 256 S. |b Ill., graph. Darst. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 650 | 4 | |a Changement organisationnel | |
| 650 | 7 | |a Changement organisationnel |2 ram | |
| 650 | 7 | |a Communicatie |2 gtt | |
| 650 | 4 | |a Communication dans les organisations | |
| 650 | 7 | |a Communication dans les organisations |2 ram | |
| 650 | 7 | |a Crisisbeheersing |2 gtt | |
| 650 | 4 | |a Gestion de la crise | |
| 650 | 7 | |a Gestion des crises |2 ram | |
| 650 | 7 | |a Organisatieverandering |2 gtt | |
| 650 | 4 | |a Kommunikation | |
| 650 | 4 | |a Communication in organizations | |
| 650 | 4 | |a Crisis management | |
| 650 | 4 | |a Organizational change | |
| 650 | 0 | 7 | |a Unternehmen |0 (DE-588)4061963-1 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Krisenmanagement |0 (DE-588)4127374-6 |2 gnd |9 rswk-swf |
| 689 | 0 | 0 | |a Unternehmen |0 (DE-588)4061963-1 |D s |
| 689 | 0 | 1 | |a Krisenmanagement |0 (DE-588)4127374-6 |D s |
| 689 | 0 | |5 DE-188 | |
| 856 | 4 | 2 | |m HBZ Datenaustausch |q application/pdf |u http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=005474244&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |3 Inhaltsverzeichnis |
| 999 | |a oai:aleph.bib-bvb.de:BVB01-005474244 | ||
Datensatz im Suchindex
| _version_ | 1804122682456801280 |
|---|---|
| adam_text | CONT
INTRODUCTION i
Drawing a Line Between Problems
and Crises 2
The Many Sides of Crisis 3
Can Chaos Bring Out the Best in an
Organization? 3
Or Does Crisis Bring Out the Worst? 4
Accurate Information Is an Asset 5
Predicting Problems Requires Strategy 6
Crises That Managers Confront Outside
the Workplace 7
Learning by Error 8
Does the Size of an Organization Matter? 8
Why Managers Need Crisis Management
Skills io
What Have We Learned? 12
|^H THE RISE OF PUBLIC
|fl| OPINION: CRISES ARE NO
^^™ LONGER PRIVATE u
The Development of Modern Public
Opinion 16
Public Relations Is Born 17
Crisis and the Messenger: The Role of
Reporters 18
Modern History and Crisis 20
The Great War 20
Winston Churchill at the Helm 21
John F. Kennedy: An Amalgam of Intelligence
and Rhetoric 21
ENTS
Collision Course: The Integrity of the Press
and the Reputation of Managers 22
The Reporter at the Center of Crisis: Edward R.
Murrow 24
The Dawn of Regulation and Organized
Protests 26
The Proactive Company, the Reactive
Manager 27
CASE STUDY: Talk About Fireworks! 28
III CHAOS AND
Ml management 31
The Strategy of Crisis Management: A Team
Approach 33
Senior Administration 34
Technical Operations 34
Public Affairs 34
Public Relations 35
Consumer Affairs 35
Investor Relations 35
Advertising 36
The Fault, Dear Brutus, Is Not in Our Stars 37
Three Mile Island: The Impossible Accident
Becomes Possible 38
General Haig: The One Statement That Will
Haunt Him Forever 40
Exxon: A Barrage of Bad Judgment 41
Why Companies Write Crisis Management
Plans 41
Pandemonium: The Amtrak Collision and a
Tested Crisis Team 42
INTERVIEW: Frank Moy, Jr.
St. Elizabeth s Hospital of Boston and the Amtrak
Disaster 43
ix
Audience 123
Goal 124
Message 126
Source 126
Support and Information 127
Feedback 127
Communicating in a Crisis 128
Press Releases 128
Press Kits 129
News Conferences 129
Meet the Press: Preparation Is the Key 132
Video News Releases (VNRs) 136
AP Managers Discuss Their Communication
Program 140
interview: Phil Levy
A Television News Producer on Crisis
Communication 144
case study: These Sodas Are Being
Manufactured by the Ku Klux Klan 147
owmsb =====
6 WHEN THE CRISIS HAS AN
ENVIRONMENTAL IMPACT iso
A Legacy of Neglect Leads to Policy
Responses 151
Love Canal: A Neighborhood at the Nucleus of
Crisis 153
Asbestos: A Commonly Used Product Is Found to
Cause Cancer 1 54
Information as a Crisis Response Tool 155
If You Pollute, You Will Pay 157
Chernobyl: A Complete Accounting
Could Take a Century 159
Regulatory Enforcements May Help Avert
Crises 160
Initiatives to Address Environmental
Abuse 161
Avoiding Disasters: Is Ecoterrorism the
Answer? 162
Contents xi
INTERVIEW: Zygmunt J. B. Plater
Legal Landscape: The Environment and the Law 165
CASE STUDY: When an Earthquake Strikes 167
93 HOW ORGANIZATIONS COPE:
EJEa TRAINING MANAGERS FOR
WORST CASE SCENARIOS wo
The Crisis Management Team 172
Attorney 173
Public Relations Coordinator 173
Technical Experts 173
Financial Officer 173
Telecommunications Manager 174
Regulatory or Public Affairs Expert 174
CEO or Representative 174
Phase One: Fact Finding 175
Phase Two: Scenario Development 176
The Role Play in Action 177
Timing and Location 178
Synergy: A Meeting of Minds 182
Phase Three: Communicating Our Message 182
The Crisis Management Control Center 184
Stress and Crisis: The Individual Response 187
Personal Crisis and the Workplace 188
INTERVIEW: Mark and Susan Braverman
Violence and Trauma at Work: Another Crisis for
Management 190
case study: We Can t Find Our CEO! 193
|CH/VTf* ZZZT73— — . I:—^=^==3^= :
8 THE CRISIS MANAGEMENT
! PLAN 196
Introduction 197
The Crisis Team 201
xii Contents
Crisis Assessment 202
Documentation Discussion 203
Proprietary Information 204
Action Steps 205
Media Relations 208
Financial and Legal Considerations 211
Logistics of Crisis Management 212
Evaluation Methods 212
case study: There Are No Fatalities
on Flight 30 ... Oops 215
APPENDIX A: TEST YOUR CRISIS
MANAGEMENT SKILLS 217
APPENDIX B: THE ROLE OF THE
FEDERAL EMERGENCY MANAGEMENT
AGENCY (FEMA) IN PREPARING FOR
CRISIS 219
Federal Emergency Management Agency
(FEMA) 219
WhyFEMA? 219
FEMA s Value to the Corporation 219
Disaster Scenarios 220
The Crisis Manager s Responsibilities 220
Resources 221
APPENDIX C: SAMPLE CRISIS
MANAGEMENT PLAN 223
APPENDIX D: NEW AVENUES IN
DISASTER PLANNING: THE UNLV
CENTER FOR THE STUDY OF CRISIS
MANAGEMENT 227
BIBLIOGRAPHY 229
COMPANY INDEX 239
NAME INDEX 241
SUBJECT INDEX 245
x Contents
case STUDY: This Quarterback Was Sacked 45
^Tp A PRENEED ASSESSMENT OF
.* ; CRISIS PLANNING 48
A Question to Ponder: What s the Worst That
Could Happen to Us? 51
One Firm s Crisis Planning Begins: Arlington
Plastics 53
Size Correlates to Preparedness 57
How Managers Assess the Role of Crisis
Management 57
The Litmus Test of Crisis: Assessing Risk 59
Ownership of the Company 5 9
Risk Exposure: Size of Organization and
Adequate Insurance 62
Warning Signals 62
Communications Channels 64
Risk Associated with the Product or Service 65
Public Awareness of Company 66
interview: Lori Heyman
This Manager Confronted Two Crises in Two
Months 68
CASE STUDY: More Than Milk and Bread? 69
cHwnnk
A COMPLEX CRISES 72
A Crisis in Investor Confidence: Sell That
Stock! 73
The Strategic Importance of Investor Relations 74
Issues That Concern Investors
and the General Public 74
Chrysler and Odometers 75
Ralph Nader Challenges Industry Giant GM 77
AT T Courts NCR Acquisition 78
Tactical Maneuvers Before and During a
Financial Crisis 80
Product Investigations In the Public Interest 81
Product Defects and Recalls 81
Consumer Reports and Chrysler 83
The Tylenol Recall 84
Rely Tampons: When Market Leaders Receive the
Greatest Scrutiny 85
Sudafed: Was Burroughs Sleeping During the
Tylenol Crisis? 85
Perrier: Managing a Recall Across the Atlantic 86
Recall Readiness and Aftermath 90
Product Boycotts 92
Averting Disaster: Taking Charge of a Recall 93
These Rumors Are Worth Listening To 95
The Power of Rumors 97
Violent Crimes on Company Property:
The Story of ESL 98
interview: Ralph Pete Erben
Guiding a Corporation Through Tragedy 100
Neighbors and Crisis: The NIMBY
Syndrome 103
Not So Neighborly? 105
You Might Get Slapped 108
Strike One! 109
The United Airlines Strike 112
Must do s When Preparing for a Strike 113
Service Disruption 114
INTERVIEW: Virgil Dissmeyer
What Do You Mean, My Bank No Longer Exists? 116
CASE STUDY: These MagiCans Weren t So
Magical 118
CHAPTER j =
C COMMUNICATION AS A
J MANAGEMENT TOOL 121
Communication Is Strategy 122
|
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| id | DE-604.BV008284495 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T17:17:45Z |
| institution | BVB |
| isbn | 0538818182 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-005474244 |
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| physical | XII, 256 S. Ill., graph. Darst. |
| publishDate | 1993 |
| publishDateSearch | 1993 |
| publishDateSort | 1993 |
| publisher | South-Western Publ. Co. |
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| spelling | Barton, Laurence Verfasser aut Crisis in organizations managing and communicating in the heat of chaos Laurence Barton Cincinnati, Ohio South-Western Publ. Co. 1993 XII, 256 S. Ill., graph. Darst. txt rdacontent n rdamedia nc rdacarrier Changement organisationnel Changement organisationnel ram Communicatie gtt Communication dans les organisations Communication dans les organisations ram Crisisbeheersing gtt Gestion de la crise Gestion des crises ram Organisatieverandering gtt Kommunikation Communication in organizations Crisis management Organizational change Unternehmen (DE-588)4061963-1 gnd rswk-swf Krisenmanagement (DE-588)4127374-6 gnd rswk-swf Unternehmen (DE-588)4061963-1 s Krisenmanagement (DE-588)4127374-6 s DE-188 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=005474244&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Barton, Laurence Crisis in organizations managing and communicating in the heat of chaos Changement organisationnel Changement organisationnel ram Communicatie gtt Communication dans les organisations Communication dans les organisations ram Crisisbeheersing gtt Gestion de la crise Gestion des crises ram Organisatieverandering gtt Kommunikation Communication in organizations Crisis management Organizational change Unternehmen (DE-588)4061963-1 gnd Krisenmanagement (DE-588)4127374-6 gnd |
| subject_GND | (DE-588)4061963-1 (DE-588)4127374-6 |
| title | Crisis in organizations managing and communicating in the heat of chaos |
| title_auth | Crisis in organizations managing and communicating in the heat of chaos |
| title_exact_search | Crisis in organizations managing and communicating in the heat of chaos |
| title_full | Crisis in organizations managing and communicating in the heat of chaos Laurence Barton |
| title_fullStr | Crisis in organizations managing and communicating in the heat of chaos Laurence Barton |
| title_full_unstemmed | Crisis in organizations managing and communicating in the heat of chaos Laurence Barton |
| title_short | Crisis in organizations |
| title_sort | crisis in organizations managing and communicating in the heat of chaos |
| title_sub | managing and communicating in the heat of chaos |
| topic | Changement organisationnel Changement organisationnel ram Communicatie gtt Communication dans les organisations Communication dans les organisations ram Crisisbeheersing gtt Gestion de la crise Gestion des crises ram Organisatieverandering gtt Kommunikation Communication in organizations Crisis management Organizational change Unternehmen (DE-588)4061963-1 gnd Krisenmanagement (DE-588)4127374-6 gnd |
| topic_facet | Changement organisationnel Communicatie Communication dans les organisations Crisisbeheersing Gestion de la crise Gestion des crises Organisatieverandering Kommunikation Communication in organizations Crisis management Organizational change Unternehmen Krisenmanagement |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=005474244&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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