Effective crisis communication: moving from crisis to opportunity
Gespeichert in:
| Hauptverfasser: | , , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Thousand Oaks [u.a.]
Sage
2007
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XIII, 197 S. Ill. |
| ISBN: | 1412914191 |
Internformat
MARC
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| 245 | 1 | 0 | |a Effective crisis communication |b moving from crisis to opportunity |c Robert Ulmer ; Timothy L. Sellnow ; Matthew W. Seeger |
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Datensatz im Suchindex
| _version_ | 1804139000291655680 |
|---|---|
| adam_text | Contents
PART I: THE LESSONS
Chapter 1. Defining Crisis Communication 3
A Definition of Crisis Communication 5
Surprise 6
Threat 6
Short Response Time 7
A Working Definition 7
Crisis and Risk 8
Types of Crises 9
Intentional Crises 9
Unintentional Crises 11
Consistent Communication Demands
of Crisis Situations 13
The Significance of Crisis in a Global
Environment 14
Summary 15
References 15
Chapter 2. Lessons on Managing Crisis Uncertainty 17
Defining Uncertainty 18
Unexpected Crises and Uncertainty 18
Nonroutine Crisis Events and Uncertainty 19
Threat Perception and Uncertainty 19
Short Response Time and Uncertainty 20
The Impact of Crisis-Induced Uncertainty
on Stakeholders 22
Managing Communication Ambiguity
Ethically During Crisis 23
Consistent Questions of Ambiguity 25
Training, Simulations, and Uncertainty 27
Belief Structures and Uncertainty 29
Summary 30
Lessons on Uncertainty and Crisis Communication 30
References 31
Chapter 3. Lessons on Effective Crisis Communication 33
Determining Your Goals 34
Partnering With Crisis Audiences 34
Understanding the Diversity
of Your Audiences 36
Primary and Secondary Stakeholders Defined 37
A Word on Partnerships and Listening 38
What Information Do Stakeholders Need
Following a Crisis? 40
Communicate Early and Often With Both
Internal and External Stakeholders 40
Identifying the Cause of the Crisis 41
Contacting Everyone Affected
by the Crisis 41
Determining Current and Future Risks 42
Is Certain Communication Always
the Best Approach? 42
Be Careful of Overreassuring Your Stakeholders 43
Tell Your Stakeholders How to Protect Themselves 44
The Power of Positive Thinking 45
Summary 46
Lessons on Communicating Effectively
in Crisis Situations 47
References 47
Chapter 4. Lessons on Effective Crisis Leadership 49
The Importance of Effective Leadership 50
Why Visibility Following a Crisis Is Important 50
Developing Networks of Support 51
Being Available, Open, and Honest 52
The Impact of Leadership on Renewal
Following a Crisis 53
Ineffective Leadership During a Crisis 53
What Makes a Leader? 54
Leadership Styles 55
Contingency Approach to Leadership 56
Leadership Virtues 56
Managing Uncertainty, Responding, Resolving,
and Learning From Crisis 57
Suggestions for the Leader as Spokesperson 57
Summary 61
Lessons on Effective Crisis Leadership 61
References 62
PART II: APPLYING THE LESSONS
Chapter 5. Examples of Success and Failure
in Industrial Accidents 65
Lessons on Uncertainty:
Exxon and the Valdez Oil Tanker Grounding 66
Disagreements About Crisis Preparation
and Planning 66
Exxon s Response to an Uncertain Crisis 68
Understanding the Science of the
Valdez Oil Spill: The Quest for Million 69
You Make the Call 70
Managing Uncertainty in Industrial Accidents:
Lessons on Uncertainty
and Crisis Communication 70
Summary 71
Lessons on Effective Crisis Communication:
A Plant Fire at Maiden Mills 72
Crisis Preparation and Planning 73
Courageous Communication
in the Wake of a Disaster 73
You Make the Call 74
Communication Effectiveness and Ineffectiveness in
Industrial Accidents: Lessons on Communicating
Effectively in Crisis Situations 75
Summary 76
Lessons on Leadership: A Fire at Cole Hardwoods 77
Crisis Planning and Preparation 77
Leading Instinctively After a Disaster 78
You Make the Call 78
Leadership Successes and Failures in Industrial
Accidents: Lessons on Effective Crisis Leadership 79
Summary 80
References 80
Chapter 6. Examples of Success and Failure
During Outbreaks of Food-Borne Illness 83
Lessons on Uncertainty: Jack in the Box s
E. coli O157:H7 Crisis 84
Crisis Planning and Preparation 85
jack in the Box s Response to an Uncertain Crisis 85
You Make the Call 88
Managing Uncertainty in Food-Borne Illness
Outbreaks: Lessons on Uncertainty and
Crisis Communication 88
Summary 89
Lessons on Effective Crisis Communication:
A Deadly Hepatitis A Outbreak at a
Chi-Chi s Restaurant 89
A Complicating Factor for Chi-Chi s 91
Chi-Chi s Crisis Response 91
You Make the Call 93
Communicating Effectively and Ineffectively
During Food-Borne Illness Outbreaks:
Lessons on Communicating Effectively in
Crisis Situations 93
Summary 94
The Largest Food-Borne Illness Outbreak
in History: Schwan s Sales Enterprises 94
A Guiding Philosophy 96
Schwan s Crisis Response 97
Learning From the Crisis 98
You Make the Call 98
Leadership Successes and Failures in
Food-Borne Illness Outbreaks: Lessons on
Effective Crisis Leadership 98
Summary 99
References 100
Chapter 7. Examples of Success and Failure
in Response to Terrorism 101
Crisis Uncertainty: The Case of 9/11 102
You Make the Call 105
Managing Uncertainty During
Terrorism: Lessons on Uncertainty
and Crisis Communication 105
Summary 107
Effective Crisis Communication:
The Oklahoma City Bombing 107
You Make the Call 110
Communicating Effectively and Ineffectively
During Terrorism: Lessons on Communicating
Effectively in Crisis Situations 111
Summary 112
Effective Crisis Leadership at the Centers
for Disease Control and Prevention 112
Spokesperson in the SARS Case 114
You Make the Call 116
Leadership Successes and Failures
in Public Health: Lessons of the Role
of Leaders in Crisis Situations 116
Summary 118
References 118
Chapter 8. Examples of Success and Failure
During Natural Disasters 119
1997 Red River Valley Floods 120
Predicting Floodwaters in the Red River Valley 121
Communicating to the Public About Crest Levels 122
Understanding the National Weather Service s
Response to the Red River Valley Floods 122
You Make the Call 123
Managing Uncertainty in Natural Disasters:
Lessons on Uncertainty and Crisis Communication 123
Summary 125
Tsunami Relief and the Red Cross 125
The Red Cross and Donations
Following the Tsunami Crisis 125
Communication Following the Tsunami 127
You Make the Call 130
Communicating Effectively and Ineffectively
During Natural Disasters: Lessons on
Communicating Effectively in Crisis Situations 131
Summary 132
2003 San Diego County, California, Fires 132
Communicating During the Uncertainty
of the California Wildfires 134
Lessons From Dealing With Crisis 135
You Make the Call 135
Leadership Successes and Failures During Natural
Disasters: Lessons on Effective Crisis Leadership 135
Summary 136
References 137
PART III: THE OPPORTUNITIES
Chapter 9. Learning Through Failure 141
Failing to Learn From Failure 142
Learning From Failure 144
Vicarious Learning 146
Organizational Memory 147
Unlearning 148
Summary 150
References 151
Chapter 10. Risk Communication 153
Distinguishing Between Risk and Crisis 154
Identifying Risk 157
Mindfulness 157
Analyzing Multiple Audiences 159
Responsible Risk Communication 163
Significant Choice 163
Fantasy Messages 164
Summary 165
References 166
Chapter 11. Responding to the Ethical Demands of Crisis 167
Ethics 168
Values 169
Values and Crisis 170
Responsibility and Accountability 170
Access to Information 171
Humanism and Care 172
The Role of Values in a Crisis Response 174
Summary 175
References 175
Chapter 12. Crisis as Inspiring Renewal to a New Normal 177
Understanding Renewal: Examples and
Consequences of a Different Approach
to Crisis Communication 177
Examples of Renewal Following Crisis 178
Maiden Mills and Cole Hardwoods 178
Cantor Fitzgerald 179
9/11 179
How to Create Opportunities
for Renewal Following a Crisis 180
Opportunities for Inspiring Renewal
to a New Normal 182
Turner s Six Stages of Failure of Foresight 182
Failing to View the Opportunities in Crisis 184
NASA: The Tale of an Organization Struggling
With Renewal and the New Normal 184
Challenges to Renewal 185
Summary 186
References 187
Index 189
About the Authors 197
|
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| spelling | Ulmer, Robert R. Verfasser aut Effective crisis communication moving from crisis to opportunity Robert Ulmer ; Timothy L. Sellnow ; Matthew W. Seeger Thousand Oaks [u.a.] Sage 2007 XIII, 197 S. Ill. txt rdacontent n rdamedia nc rdacarrier Unternehmen (DE-588)4061963-1 gnd rswk-swf Katastrophe (DE-588)4029929-6 gnd rswk-swf Krisenmanagement (DE-588)4127374-6 gnd rswk-swf Kommunikation (DE-588)4031883-7 gnd rswk-swf Katastrophe (DE-588)4029929-6 s Krisenmanagement (DE-588)4127374-6 s Kommunikation (DE-588)4031883-7 s DE-604 Unternehmen (DE-588)4061963-1 s 1\p DE-604 Sellnow, Timothy L. 1960- Verfasser (DE-588)140598561 aut Seeger, Matthew W Verfasser aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=017444206&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 |
| spellingShingle | Ulmer, Robert R. Sellnow, Timothy L. 1960- Seeger, Matthew W Effective crisis communication moving from crisis to opportunity Unternehmen (DE-588)4061963-1 gnd Katastrophe (DE-588)4029929-6 gnd Krisenmanagement (DE-588)4127374-6 gnd Kommunikation (DE-588)4031883-7 gnd |
| subject_GND | (DE-588)4061963-1 (DE-588)4029929-6 (DE-588)4127374-6 (DE-588)4031883-7 |
| title | Effective crisis communication moving from crisis to opportunity |
| title_auth | Effective crisis communication moving from crisis to opportunity |
| title_exact_search | Effective crisis communication moving from crisis to opportunity |
| title_full | Effective crisis communication moving from crisis to opportunity Robert Ulmer ; Timothy L. Sellnow ; Matthew W. Seeger |
| title_fullStr | Effective crisis communication moving from crisis to opportunity Robert Ulmer ; Timothy L. Sellnow ; Matthew W. Seeger |
| title_full_unstemmed | Effective crisis communication moving from crisis to opportunity Robert Ulmer ; Timothy L. Sellnow ; Matthew W. Seeger |
| title_short | Effective crisis communication |
| title_sort | effective crisis communication moving from crisis to opportunity |
| title_sub | moving from crisis to opportunity |
| topic | Unternehmen (DE-588)4061963-1 gnd Katastrophe (DE-588)4029929-6 gnd Krisenmanagement (DE-588)4127374-6 gnd Kommunikation (DE-588)4031883-7 gnd |
| topic_facet | Unternehmen Katastrophe Krisenmanagement Kommunikation |
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