Verfügbarkeit: Crisis communications

Crisis communications: a casebook approach

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Bibliographische Detailangaben
1. Verfasser:	Fearn-Banks, Kathleen 1941- (VerfasserIn)
Format:	Buch
Sprache:	English
Veröffentlicht:	Mahwah, N.J. [u.a.] Lawrence Erlbaum Associates, Inc. 2007
Ausgabe:	3. ed.
Schriftenreihe:	LEA's communication series
Schlagworte:	Crisisbeheersing Gestion de crise - Cas, Études de Public relations Publicité - Cas, Études de Relations publiques - Gestion - Cas, Études de Public relations > Management > Case studies Crisis management > Case studies Advertising > Case studies Kommunikation Unternehmen Arbeitsbuch Krisenmanagement Öffentlichkeitsarbeit Fallstudiensammlung
Online-Zugang:	Publisher description Table of contents only Inhaltsverzeichnis
Beschreibung:	Includes bibliographical references (p. 369-377) and index
Beschreibung:	XV, 385 S. Ill., graph. Darst. 23 cm
ISBN:	0805857729 0805857737

Internformat

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Datensatz im Suchindex

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adam_text	Contents Preface xiii 1 Crisis Communications: Then and Now 1 Crises Alleviated or Prevented by Relatively New Technology: Blogs 2 Crises Alleviated or Prevented by Relatively New Technology: Cell Phones 4 Crises Alleviated or Prevented by Relatively New Technology: Internet Web Sites 4 Crises Started With Relatively New Technology: E Mail 5 Crises Started With Relatively New Technology: Hacking 6 Crises Started With Relatively New Technology: Web Sites and Blogs 7 What Is a Crisis and What Is Crisis Communication? 8 The Five Stages of a Crisis 10 Public Opinion 15 Mini Case: White Star Line s Titanic Sinks 16 vii viii CONTENTS 2 Managing the Crisis 22 Communicating With the News Media 22 What the News Media Wants to Know 24 Truth Is Essential: The Dissemination of Error 28 Communicating With Lawyers 32 Communicating With Internal Publics 35 Communicating With External Publics 39 Facts to Remember in Crisis Inventory and During a Crisis 42 Communicating Directly With the Masses 45 3 Crisis Communications Theory 50 Apologia Theory 51 Image Restoration Theory 52 Decision Theory 52 Diffusion Theory 53 Excellence Theory 54 Grunig and Repper on the Excellence Theory 56 Marra and the Excellence Theory 57 Fearn Banks and the Excellence Theory 59 Summary 59 4 Textbook Crisis Communications Cases 60 Case: Johnson Johnson and the Tylenol Murders 60 Case: Exxon and the Valdez Oil Spill 70 Exxon s Concern for Alaska 74 Exxon s Animal Rescue Centers 75 Exxon s Success at Restoring Tourism 75 After the Crisis 76 5 Rumors and Cybercrises 79 Word of Mouth Rumors, E Mail Rumors, Rogue Web Sites, and Blogs 79 The Nature of Rumors 80 How Rumors Start 81 Mini Case: Procter Gamble and the Satanism Rumor 82 Mini Case: Tropical Fantasy and the Sterility Rumor 82 Case: Snapps Restaurant and the AIDS Rumor 83 CONTENTS ix Types of Rumors 89 How Rumors Spread 91 Detecting a Rumor and Preventing Its Spread 92 Fighting the Rumor 93 E Mail Rumors 95 Mini Case: University of Texas Fights With a Web Site 97 Mini Case: Microsoft Fights Fake E Mailed News Release 98 Mini Case: The Killer Banana Rumor 99 Rogue Web Sites 100 How Do Companies Prevent Rogue Web Sites? 101 What to Do After an Attack Site Is Up 102 Mini Case: Alaska Airlines and the Good and Bad News Web Sites 104 Mini Case: Dunkin Donuts Adopts a Rogue Web Site 104 Mini Case: America Online and a Suck Site 105 Mini Case: Walter Cronkite and the Not So Funny Site 106 Blogs 106 Conclusion 107 6 Natural Disasters 108 Case: Hurricane Katrina and New Orleans 109 The Governor Contacts President Bush 111 The Mayor s Communication Problems 112 Warnings by the News Media 116 TV News Warnings 122 The New Orleans Culture 123 Stranded New Orleanians Communicate 125 Communicating With Persons in New Orleans 127 Lack of Communications in the Superdome and the Convention Center 128 World News Coverage 129 Crises of Words 130 Images and Soundbites 132 Locating People 133 FEMA E Mails 136 Companies and Organizations in Crises 136 Organizations That Helped Alleviate the Crisis 13 7 x CONTENTS Fundraising Scams 13° Crisis Begets Crises *3J Case: California State University, Northridge and the 1994 LA, Earthquake 14Z Telephones l4^ Telephone Trees l48 The Media l49 Student Newspaper 152 Campus Radio 152 Campus Bulletin 153 Letters 153 Making the Deadline 153 7 Cultures: Foreign and Domestic 159 Case: AIDS in Africa 159 Uganda 162 Botswana 167 Zambia 171 South Africa 174 Zimbabwe 178 Swaziland 181 Conclusion 183 Case: They Keep Coming—Chinese Immigrants in Canada 183 Responsibilities of the Partners in the Crisis Management Plan 186 Strategic Considerations 187 Communications Objectives 188 Key Publics 188 International Issues 192 Lessons Learned 196 Successful Outcomes 197 Case: Texas A M University and the Bonfire Tragedy 198 Tradition and Culture 198 External and Internal Communications 200 Volunteer Help 204 Other Forms of Communication 205 Special Commission on the 1999 Aggie Bonfire 206 CONTENTS xi Psychological Counseling for Staff Members 207 Negative News Stories 209 Lessons Learned 211 8 Death and Injury 214 Case: Columbine High School and the Shooting Tragedy 215 Case: U.S. Postal Service and Workplace Violence 229 Violence Prevention Strategy 235 The Dearborn Prevention Program 239 Communications 240 Other Efforts 241 Case: Metro Transit: Driver Shot, Bus Flies Off a Bridge 243 Precrisis Customer Relations 247 Precrisis Employee Relations 248 Precrisis Community Relations 248 Prodomes 248 Media Relations Ideology 249 Crisis Management Plan 249 Steps After the Tragedy 249 Newspaper Coverage 252 Communications With Lawyers 255 Challenges 255 Evaulation 256 If I Had to Do It Over... 258 9 Consumer Caused Crises 259 Case: Wendy s and the Finger in the Chili Hoax 260 Case: Pepsi and the Syringe in the Can Scare 265 The Problem and Strategies 266 Phase 1: Understanding the Problem 273 Phase 2: Cooperation With the FDA 274 Phase 3. Developing and Implementing a Strategy 2 75 Case: Cellular Phones and the Cancer Scare 280 Ken Woo, Cellular One 282 Todd Wolfenbarger, McCaw Cellular 286 xii CONTENTS 10 The Crisis Communications Plan 290 Crisis Inventory 290 Developing the Crisis Communications Plan 296 Appendix A: Generic Crisis Communications Plan for a Large Company 309 Appendix B: Crisis Communications Plan for a Nonprofit Organization: Big Brothers/Big Sisters of America 331 Appendix C: Crisis Communications Plan for a Small Business 351 Sources 369 Index 379
adam_txt	Contents Preface xiii 1 Crisis Communications: Then and Now 1 Crises Alleviated or Prevented by Relatively New Technology: Blogs 2 Crises Alleviated or Prevented by Relatively New Technology: Cell Phones 4 Crises Alleviated or Prevented by Relatively New Technology: Internet Web Sites 4 Crises Started With Relatively New Technology: E Mail 5 Crises Started With Relatively New Technology: Hacking 6 Crises Started With Relatively New Technology: Web Sites and Blogs 7 What Is a Crisis and What Is Crisis Communication? 8 The Five Stages of a Crisis 10 Public Opinion 15 Mini Case: White Star Line's Titanic Sinks 16 vii viii CONTENTS 2 Managing the Crisis 22 Communicating With the News Media 22 What the News Media Wants to Know 24 Truth Is Essential: The Dissemination of Error 28 Communicating With Lawyers 32 Communicating With Internal Publics 35 Communicating With External Publics 39 Facts to Remember in Crisis Inventory and During a Crisis 42 Communicating Directly With the Masses 45 3 Crisis Communications Theory 50 Apologia Theory 51 Image Restoration Theory 52 Decision Theory 52 Diffusion Theory 53 Excellence Theory 54 Grunig and Repper on the Excellence Theory 56 Marra and the Excellence Theory 57 Fearn Banks and the Excellence Theory 59 Summary 59 4 "Textbook" Crisis Communications Cases 60 Case: Johnson Johnson and the Tylenol Murders 60 Case: Exxon and the Valdez Oil Spill 70 Exxon's Concern for Alaska 74 Exxon's Animal Rescue Centers 75 Exxon's Success at Restoring Tourism 75 After the Crisis 76 5 Rumors and Cybercrises 79 Word of Mouth Rumors, E Mail Rumors, Rogue Web Sites, and Blogs 79 The Nature of Rumors 80 How Rumors Start 81 Mini Case: Procter Gamble and the Satanism Rumor 82 Mini Case: Tropical Fantasy and the Sterility Rumor 82 Case: Snapps Restaurant and the AIDS Rumor 83 CONTENTS ix Types of Rumors 89 How Rumors Spread 91 Detecting a Rumor and Preventing Its Spread 92 Fighting the Rumor 93 E Mail Rumors 95 Mini Case: University of Texas Fights With a Web Site 97 Mini Case: Microsoft Fights Fake E Mailed News Release 98 Mini Case: The Killer Banana Rumor 99 Rogue Web Sites 100 How Do Companies Prevent Rogue Web Sites? 101 What to Do After an Attack Site Is Up 102 Mini Case: Alaska Airlines and the Good and Bad News Web Sites 104 Mini Case: Dunkin' Donuts Adopts a Rogue Web Site 104 Mini Case: America Online and a "Suck" Site 105 Mini Case: Walter Cronkite and the Not So Funny Site 106 Blogs 106 Conclusion 107 6 Natural Disasters 108 Case: Hurricane Katrina and New Orleans 109 The Governor Contacts President Bush 111 The Mayor's Communication Problems 112 Warnings by the News Media 116 TV News Warnings 122 The New Orleans Culture 123 Stranded New Orleanians Communicate 125 Communicating With Persons in New Orleans 127 Lack of Communications in the Superdome and the Convention Center 128 World News Coverage 129 Crises of Words 130 Images and Soundbites 132 Locating People 133 FEMA E Mails 136 Companies and Organizations in Crises 136 Organizations That Helped Alleviate the Crisis 13 7 x CONTENTS Fundraising Scams 13° Crisis Begets Crises *3J Case: California State University, Northridge and the 1994 LA, Earthquake 14Z Telephones l4^ Telephone Trees l48 The Media l49 Student Newspaper 152 Campus Radio 152 Campus Bulletin 153 Letters 153 Making the Deadline 153 7 Cultures: Foreign and Domestic 159 Case: AIDS in Africa 159 Uganda 162 Botswana 167 Zambia 171 South Africa 174 Zimbabwe 178 Swaziland 181 Conclusion 183 Case: They Keep Coming—Chinese Immigrants in Canada 183 Responsibilities of the Partners in the Crisis Management Plan 186 Strategic Considerations 187 Communications Objectives 188 Key Publics 188 International Issues 192 Lessons Learned 196 Successful Outcomes 197 Case: Texas A M University and the Bonfire Tragedy 198 Tradition and Culture 198 External and Internal Communications 200 Volunteer Help 204 Other Forms of Communication 205 Special Commission on the 1999 Aggie Bonfire 206 CONTENTS xi Psychological Counseling for Staff Members 207 Negative News Stories 209 Lessons Learned 211 8 Death and Injury 214 Case: Columbine High School and the Shooting Tragedy 215 Case: U.S. Postal Service and Workplace Violence 229 Violence Prevention Strategy 235 The Dearborn Prevention Program 239 Communications 240 Other Efforts 241 Case: Metro Transit: Driver Shot, Bus Flies Off a Bridge 243 Precrisis Customer Relations 247 Precrisis Employee Relations 248 Precrisis Community Relations 248 Prodomes 248 Media Relations Ideology 249 Crisis Management Plan 249 Steps After the Tragedy 249 Newspaper Coverage 252 Communications With Lawyers 255 Challenges 255 Evaulation 256 "If I Had to Do It Over." 258 9 Consumer Caused Crises 259 Case: Wendy's and the Finger in the Chili Hoax 260 Case: Pepsi and the Syringe in the Can Scare 265 The Problem and Strategies 266 Phase 1: Understanding the Problem 273 Phase 2: Cooperation With the FDA 274 Phase 3. Developing and Implementing a Strategy 2 75 Case: Cellular Phones and the Cancer Scare 280 Ken Woo, Cellular One 282 Todd Wolfenbarger, McCaw Cellular 286 xii CONTENTS 10 The Crisis Communications Plan 290 Crisis Inventory 290 Developing the Crisis Communications Plan 296 Appendix A: Generic Crisis Communications Plan for a Large Company 309 Appendix B: Crisis Communications Plan for a Nonprofit Organization: Big Brothers/Big Sisters of America 331 Appendix C: Crisis Communications Plan for a Small Business 351 Sources 369 Index 379
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physical	XV, 385 S. Ill., graph. Darst. 23 cm
publishDate	2007
publishDateSearch	2007
publishDateSort	2007
publisher	Lawrence Erlbaum Associates, Inc.
record_format	marc
series2	LEA's communication series
spelling	Fearn-Banks, Kathleen 1941- Verfasser (DE-588)140626816 aut Crisis communications a casebook approach Kathleen Fearn-Banks 3. ed. Mahwah, N.J. [u.a.] Lawrence Erlbaum Associates, Inc. 2007 XV, 385 S. Ill., graph. Darst. 23 cm txt rdacontent n rdamedia nc rdacarrier LEA's communication series Includes bibliographical references (p. 369-377) and index Crisisbeheersing gtt Gestion de crise - Cas, Études de Public relations gtt Publicité - Cas, Études de Relations publiques - Gestion - Cas, Études de Public relations Management Case studies Crisis management Case studies Advertising Case studies Kommunikation (DE-588)4031883-7 gnd rswk-swf Unternehmen (DE-588)4061963-1 gnd rswk-swf Arbeitsbuch (DE-588)4259386-4 gnd rswk-swf Krisenmanagement (DE-588)4127374-6 gnd rswk-swf Öffentlichkeitsarbeit (DE-588)4043188-5 gnd rswk-swf (DE-588)4522595-3 Fallstudiensammlung gnd-content Krisenmanagement (DE-588)4127374-6 s Unternehmen (DE-588)4061963-1 s Kommunikation (DE-588)4031883-7 s DE-604 Öffentlichkeitsarbeit (DE-588)4043188-5 s 1\p DE-604 Arbeitsbuch (DE-588)4259386-4 s 2\p DE-604 http://www.loc.gov/catdir/enhancements/fy0662/2006016804-d.html Publisher description http://www.loc.gov/catdir/enhancements/fy0662/2006016804-t.html Table of contents only HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=015754218&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis 1\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk 2\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk
spellingShingle	Fearn-Banks, Kathleen 1941- Crisis communications a casebook approach Crisisbeheersing gtt Gestion de crise - Cas, Études de Public relations gtt Publicité - Cas, Études de Relations publiques - Gestion - Cas, Études de Public relations Management Case studies Crisis management Case studies Advertising Case studies Kommunikation (DE-588)4031883-7 gnd Unternehmen (DE-588)4061963-1 gnd Arbeitsbuch (DE-588)4259386-4 gnd Krisenmanagement (DE-588)4127374-6 gnd Öffentlichkeitsarbeit (DE-588)4043188-5 gnd
subject_GND	(DE-588)4031883-7 (DE-588)4061963-1 (DE-588)4259386-4 (DE-588)4127374-6 (DE-588)4043188-5 (DE-588)4522595-3
title	Crisis communications a casebook approach
title_auth	Crisis communications a casebook approach
title_exact_search	Crisis communications a casebook approach
title_exact_search_txtP	Crisis communications a casebook approach
title_full	Crisis communications a casebook approach Kathleen Fearn-Banks
title_fullStr	Crisis communications a casebook approach Kathleen Fearn-Banks
title_full_unstemmed	Crisis communications a casebook approach Kathleen Fearn-Banks
title_short	Crisis communications
title_sort	crisis communications a casebook approach
title_sub	a casebook approach
topic	Crisisbeheersing gtt Gestion de crise - Cas, Études de Public relations gtt Publicité - Cas, Études de Relations publiques - Gestion - Cas, Études de Public relations Management Case studies Crisis management Case studies Advertising Case studies Kommunikation (DE-588)4031883-7 gnd Unternehmen (DE-588)4061963-1 gnd Arbeitsbuch (DE-588)4259386-4 gnd Krisenmanagement (DE-588)4127374-6 gnd Öffentlichkeitsarbeit (DE-588)4043188-5 gnd
topic_facet	Crisisbeheersing Gestion de crise - Cas, Études de Public relations Publicité - Cas, Études de Relations publiques - Gestion - Cas, Études de Public relations Management Case studies Crisis management Case studies Advertising Case studies Kommunikation Unternehmen Arbeitsbuch Krisenmanagement Öffentlichkeitsarbeit Fallstudiensammlung
url	http://www.loc.gov/catdir/enhancements/fy0662/2006016804-d.html http://www.loc.gov/catdir/enhancements/fy0662/2006016804-t.html http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=015754218&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA
work_keys_str_mv	AT fearnbankskathleen crisiscommunicationsacasebookapproach

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