Crisis communications: a casebook approach
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Mahwah, N.J. [u.a.]
Lawrence Erlbaum Associates, Inc.
2007
|
| Edition: | 3. ed. |
| Series: | LEA's communication series
|
| Subjects: | |
| Online Access: | Publisher description Table of contents only Inhaltsverzeichnis |
| Item Description: | Includes bibliographical references (p. 369-377) and index |
| Physical Description: | XV, 385 S. Ill., graph. Darst. 23 cm |
| ISBN: | 0805857729 0805857737 |
Staff View
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| 250 | |a 3. ed. | ||
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Record in the Search Index
| _version_ | 1804136664174428160 |
|---|---|
| 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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| edition | 3. ed. |
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| genre | (DE-588)4522595-3 Fallstudiensammlung gnd-content |
| genre_facet | Fallstudiensammlung |
| id | DE-604.BV022547870 |
| illustrated | Illustrated |
| index_date | 2024-07-02T18:12:29Z |
| indexdate | 2024-07-09T20:59:59Z |
| institution | BVB |
| isbn | 0805857729 0805857737 |
| language | English |
| lccn | 2006016804 |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-015754218 |
| oclc_num | 69331886 |
| open_access_boolean | |
| owner | DE-M347 DE-11 DE-188 |
| owner_facet | DE-M347 DE-11 DE-188 |
| 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 |