Effective crisis communication: moving from crisis to opportunity
Gespeichert in:
| Hauptverfasser: | , , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Los Angeles [u.a.]
Sage
2011
|
| Ausgabe: | 2. ed. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XVII, 239 S. Ill. |
| ISBN: | 9781412980340 9781412980333 |
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_ | 1804148026202128384 |
|---|---|
| adam_text | Detailed Contents
Preface
xiii
Acknowledgments
xvi
Part I The Lessons
1
Chapter
1:
Defining Crisis Communication
2
A Definition of Crisis Communication
5
A Working Definition
7
Crisis and Risk
8
Types of Crises
9
The Significance of Crisis in a Global Environment
13
Defining Crisis Communication Theory and
Practice
14
Crisis Communication Theories That Describe,
Explain, and Prescribe
20
Understanding and Defining the
Threat Bias in Crisis Communication
21
Summary
22
References
22
Chapter
2:
Lessons on Managing Crisis Uncertainty
25
Defining Uncertainty
26
Unexpected Crises and Uncertainty
26
Nonroutine
Crisis Events and Uncertainty
27
Threat Perception and Uncertainty
28
Short Response Time and Uncertainty
28
The Impact of Crisis-Induced Uncertainty on
Stakeholders
30
Managing Communication Ambiguity
Ethically During Crisis
32
Consistent Questions of Ambiguity
33
Training,
Simulations, and Uncertainty
36
Belief Structures and Uncertainty
37
Summary
38
Lessons on Uncertainty and Crisis Communication
39
References
40
Chapter
3:
Lessons on Effective Crisis Communication
41
Determining Your Goals
42
Partnering With Crisis Audiences
42
Understanding the Diversity of Your Audiences
44
Primary and Secondary Stakeholders Defined
45
Communicating With Underrepresented
Populations During Crisis
47
A Word on Partnerships and Listening
48
What Information Do Stakeholders Need
Following a Crisis?
50
Is Certain Communication Always the Best Approach?
52
Be Careful of Overreassuring Your Stakeholders
53
Tell Your Stakeholders How to Protect Themselves
54
Reducing and Intensifying Uncertainty Before,
During, and After Organizational Crises
55
Social Media and Effective Crisis Communication
58
The Power of Positive Thinking
59
Summary
61
Lessons on Communicating Effectively
in Crisis Situations
61
References
62
Chapter
4:
Lessons on Effective Crisis Leadership
63
The Importance of Effective Leadership
64
Why Visibility Following a Crisis Is Important
64
Developing Networks of Support
66
Being Available, Open, and Honest
67
The Impact of Leadership on Renewal Following a Crisis
67
Ineffective Leadership During a Crisis
68
What Makes an Effective Crisis Leader?
70
Leadership Virtues
72
Managing Uncertainty, Responding, Resolving,
and Learning From Crisis
73
Summary
78
Lessons on Effective Crisis Leadership
78
References
79
Part II Applying the Lessons
81
Chapter
5:
Examples of Success and
Failure in Industrial Accidents
82
Example
5.1
Lessons on Uncertainty: Tennessee
Valley Authority and the Kingston Ash Slide
83
Missed Opportunities in Crisis
Preparation and Planning
84
Tennessee Valley Authority s Response
to an Uncertain Crisis
84
You Make the Call
88
Managing Uncertainty in Industrial Accidents: Lessons
on Uncertainty and Crisis Communication
88
Summary
89
Example
5.2
Lessons on Effective Crisis Communication:
A Plant Fire at Maiden Mills
90
Crisis Preparation and Planning
91
Courageous Communication in the Wake of a Disaster
91
You Make the Call
92
Communication Effectiveness and Ineffectiveness
in Industrial Accidents: Lessons on
Communicating Effectively in Crisis Situations
93
Summary
94
Example
5.3
Lessons on Leadership: A Fire at
Cole Hardwood
95
Crisis Planning and Preparation
95
Leading Instinctively After a Disaster
96
You Make the Call
97
Leadership Successes and Failures in
Industrial Accidents: Lessons on Effective
Crisis Leadership
97
Summary
98
References
99
Chapter
6:
Examples of Success and
Failure During Outbreaks of Food-Borne Illness WO
Example
6.1
Lessons on Uncertainty: King Car s Response
to the
2008
Melamine Crisis
101
Reducing Crisis Uncertainty
101
A Guiding Vision for King
Car s Crisis Communication
102
Initial Crisis Communication
102
The Recall
103
Critical Acclaim
103
You Make the Call
104
Managing Uncertainty in Food-Borne Illness Outbreaks:
Lessons on Uncertainty and Crisis Communication
104
Summary
106
Example
6.2
Lessons on Effective Crisis Communication:
Long-Term
Complexities in the
Tainted Odwalla Apple Juice Crisis
106
Challenges for Multiple Stakeholders
106
Odwalla s Crisis Response
107
Impact on Stakeholders
107
You Make the Call
108
Lessons on Communicating Effectively in Crisis Situations:
Communicating Effectively and
Ineffectively During Food-Borne Illness Outbreaks
109
Summary
110
Example
6.3
The Largest Food-Borne Illness
Outbreak in History: Schwan s Sales Enterprises
110
A Guiding Philosophy
112
Schwan s Crisis Response
112
Learning From the Crisis
113
You Make the Call
114
Leadership Successes and Failures in Food-Borne Illness
Outbreaks: Lessons on Effective Crisis Leadership
114
Summary
115
References
116
Chapter
7:
Examples of Success and
Failure in Response to Terrorism
117
Example
7.1
Crisis Uncertainty: The Case of
9/11 118
You Make the Call
121
Managing Uncertainty During Terrorism: Lessons on
Uncertainty and Crisis Communication
121
Summary
123
Example
7.2
Effective Crisis Communication:
The Oklahoma City Bombing
123
You Make the Call
126
Communicating Effectively and Ineffectively
During Terrorism: Lessons on Communicating
Effectively in Crisis Situations
126
Summary
128
Example
7.3
Leadership During a Terrorist Attack:
Coping With
9/11
by Rebuilding
128
Cantor
Fitzgerald s Precrisis Reputation
128
Howard Lutnick s Crisis Response
129
Reservoir of Goodwill
130
Post-9/11: Recovery, Remembrance, and Renewal
130
You Make the Call
131
Leadership Successes and Failures During Terrorism:
Lessons of the Role of Leaders in Crisis Situations
131
Summary
133
References
133
Chapter
8:
Examples of Success and
Failure During Natural Disasters
134
Example
8.1 1997
Red River Valley Floods
135
Predicting Floodwaters in the Red River Valley
135
Communicating to the Public About Crest Levels
136
Understanding the National Weather Service s
Response to the Red River Valley Roods
137
You Make the Call
138
Managing Uncertainty in Natural Disasters: Lessons on
Uncertainty and Crisis Communication
138
Summary
140
Example
8.2
Rural Renewal After a Tornado
in
Greensburg,
Kansas
140
Initial Framing of the Crisis
141
Consequences of a Bold Environmental Vision
Following the Tornado
142
Community Response
143
You Make the Call
143
Communicating Effectively and Ineffectively During
Natural Disasters: Lessons on Communicating
Effectively in Crisis Situations
144
Summary
145
Example
8.3
Hurricane Katrina
146
You Make the Call
148
Leadership Successes and Failures During Natural
Disasters: Lessons on Effective Crisis Leadership
149
Summary
150
References
151
Chapter
9:
Examples of Success and Failure
During Financial Crises
152
Example
9.1
Enron
153
Leadership Communication
154
Divergent
Corporate Values
154
Responsibility to Be Informed
155
Openness to Signs of Problems
155
You Make the Call
156
Managing Uncertainty During Financial Crises:
Lessons on Uncertainty and Crisis Communication
157
Summary
158
Example
9.2
Lessons on Effective Crisis Communication:
A Costly YouTube Hoax for Domino s Pizza
159
Unusual Challenges for Domino s
159
Domino s Crisis Response
161
You Make the Call
162
Communicating Effectively and Ineffectively During
Financial Crises: Lessons on Communicating Effectively
in Crisis Situations
163
Summary
164
Example
9.3
Rising From the Wreckage: General Motors
and the Crash of
2008-2009 164
General Motors s Initial Response to the Crisis
165
A Second Attempt to Respond to the Crisis
165
Bankruptcy at General Motors and Chrysler
166
Televising and Promoting a New Vision at
General Motors
166
You Make the Call
167
Leadership Successes and Failures During Financial Crises:
Lessons on Effective Crisis Leadership
167
Summary
168
References
169
Part III The Opportunities
171
Chapter
10:
Learning Through Failure
172
Failing to Learn From Failure
173
Learning Through Failure
175
Vicarious Learning
177
Organizational Memory
178
Unlearning
180
Summary
181
References
182
Chapter
11:
Risk Communication
183
Distinguishing Between Risk and Crisis
184
Identifying Risk
187
Mindfulness
187
Analyzing Multiple Audiences
189
Convergence Theory and Risk Communication
192
Responsible Risk Communication
194
Summary
197
References
198
Chapter
12:
Responding to the Ethical Demands of Crisis
199
Ethics
200
Corporations as Moral Agents
201
Values
202
Values and Crisis
203
Responsibility and Accountability
203
Access to Information
205
Humanism and Care
206
The Role of Values in a Crisis Response
207
Summary
209
References
210
Chapter
13:
Crisis as Inspiring Renewal Through
Effective Crisis Communication
211
Considering the Opportunities Associated With Crisis
212
Theoretical Components of the Discourse of Renewal
213
Summary of the Discourse of Renewal
220
Understanding Renewal: Consequences of Considering
Opportunities During Crisis
221
Understanding the Misconceptions Associated
With Crises and Crisis Communication
222
Summary
226
References
227
Index
229
About the Authors
237
|
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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 2. ed. Los Angeles [u.a.] Sage 2011 XVII, 239 S. Ill. txt rdacontent n rdamedia nc rdacarrier Kommunikation (DE-588)4031883-7 gnd rswk-swf Unternehmen (DE-588)4061963-1 gnd rswk-swf Krisenmanagement (DE-588)4127374-6 gnd rswk-swf Katastrophe (DE-588)4029929-6 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 Digitalisierung UB Bamberg application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=024189371&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 Kommunikation (DE-588)4031883-7 gnd Unternehmen (DE-588)4061963-1 gnd Krisenmanagement (DE-588)4127374-6 gnd Katastrophe (DE-588)4029929-6 gnd |
| subject_GND | (DE-588)4031883-7 (DE-588)4061963-1 (DE-588)4127374-6 (DE-588)4029929-6 |
| 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 | Kommunikation (DE-588)4031883-7 gnd Unternehmen (DE-588)4061963-1 gnd Krisenmanagement (DE-588)4127374-6 gnd Katastrophe (DE-588)4029929-6 gnd |
| topic_facet | Kommunikation Unternehmen Krisenmanagement Katastrophe |
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