Effective crisis communication: moving from crisis to opportunity
Gespeichert in:
| Hauptverfasser: | , , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Los Angeles [u.a.]
Sage
2015
|
| Ausgabe: | 3.ed. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XVII, 250 S. Ill. |
| ISBN: | 9781452257518 |
Internformat
MARC
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Datensatz im Suchindex
| _version_ | 1804152068603117568 |
|---|---|
| adam_text | DETAILED CONTENTS
Preface
Acknowledgments
PART I: THE CONCEPTUAL FOUNDATION
Chapter
1:
Defining Crisis Communication
A Definition of Crisis Communication
Surprise
Threat
Short Response Time
Expanding the Traditional Definition of Crisis
Disasters, Emergencies, Crisis, and Risk
Types of Crises
Intentional Crises
Unintentional Crises
The Significance of Crisis in a Global Environment
Understanding the Misconceptions Associated With
Crises and Crisis Communication
Summary
References
Chapter
2:
Understanding Crisis Communication
Theory and Practice
Media Theories and Crisis Communication
News Framing Theory
Focusing Events
Crisis News Diffusion
Organizational Theories of Crisis Communication
Corporate Apologia
Image Repair Theory
Situational Crisis Communication Theory
Discourse of Renewal Theory
xiv
xvi
6
7
7
8
8
9
10
10
12
14
15
18
19
20
22
22
24
25
26
26
27
28
29
Crisis Communication Theories That Describe,
Explain, and Prescribe
Understanding and Defining the Threat Bias in Crisis
Communication
Summary
References
PART II: THE LESSONS AND
PRACTICAL APPLICATION
Chapter
3:
Lessons on Effective Crisis Communication
Determining Your Goals
Partnering With Crisis Audiences
Understanding the Diversity of Your Audiences
Primary and Secondary Stakeholders Defined
Communicating With Underrepresented Populations
During Crises
A Word on Partnerships and Listening
What Information Do Stakeholders Need
Following a Crisis?
Communicate Early and Often With Both
Internal and External Stakeholders
Identifying the Cause of the Crisis
Contacting Everyone Affected by the Crisis
Determining Current and Future Risks
Is Certain Communication Always the
Best Approach?
Be Careful of Overreassuring Your Stakeholders
Tell Your Stakeholders How to Protect Themselves
Reducing and Intensifying Uncertainty Before,
During, and After Organizational Crises
A Summary of Research and Practice in
Crisis Communication and
Generating Renewal
Social Media and Effective Crisis Communication
The Power of Positive Thinking
Summary
References
30
31
32
33
37
39
39
40
42
42
44
46
47
47
47
48
48
49
50
50
51
51
54
56
58
59
DETAILED CONTENTS
Preface
Acknowledgments
xiv
xvi
PART I: THE CONCEPTUAL FOUNDATION
Chapter
1:
Defining Crisis Communication
A Definition of Crisis Communication
Surprise
Threat
Short Response Time
Expanding the Traditional Definition of Crisis
Disasters, Emergencies, Crisis, and Risk
Types of Crises
Intentional Crises
Unintentional Crises
The Significance of Crisis in a Global Environment
Understanding the Misconceptions Associated With
Crises and Crisis Communication
Summary
References
Chapter
2:
Understanding Crisis Communication
Theory and Practice
Media Theories and Crisis Communication
News Framing Theory
Focusing Events
Crisis News Diffusion
Organizational Theories of Crisis Communication
Corporate Apologia
Image Repair Theory
Situational Crisis Communication Theory
Discourse of Renewal Theory
6
7
7
8
8
9
10
10
12
14
15
18
19
20
22
22
24
25
26
26
27
28
29
Chapter
4:
Applying the Lessons to Produce Effective
Crisis Communication
60
Example
4.1.
The Largest Environmental Crisis in
United States History: BP and the United States
Coast Guard Respond
60
You Make the Call
63
Summary
65
Example
4.2.
A Plant Fire at Maiden Mills
65
Crisis Preparation and Planning
66
Courageous Communication in the
Wake of a Disaster
66
You Make the Call
67
Summary
69
Example
4.3.
Long-Term
Complexities
in the Tainted Odwalla Apple Juice Crisis
69
Challenges for Multiple Stakeholders
70
Odwalla s Crisis Response
70
Impact on Stakeholders
71
You Make the Call
72
Summary
73
Example
4.4.
The Oklahoma City Bombing
73
You Make the Call
Π
Summary
78
Example
4.5.
Rural Renewal After a Tornado in
Greensburg,
Kansas
79
Initial Framing of the Crisis
79
Consequences of a Bold Environmental Vision
Following the Tornado
81
Community Response
82
You Make the Call
82
Summary
83
Example
4.6.
A Costly YouTube Hoax for
Domino s Pizza
84
Unusual Challenges for Domino s
84
Domino s Crisis Response
85
You Make the Call
87
Summary
88
References
oo
Chapter
5:
Lessons on Managing Crisis Uncertainty Effectively
90
Defining Uncertainly
91
Unexpected Crises and Uncertainty
91
Nonroutine
Crisis Events and Uncertainty
92
Threat Perception and Uncertainty
93
Short Response Time and Uncertainty
93
The Impact of Crisis-Induced
Uncertainty on Stakeholders
95
Managing Communication Ambiguity
Ethically During Crisis
97
Consistent Questions of Ambiguity
98
Training, Simulations, and Uncertainty
101
Belief Structures and Uncertainty
102
Summary
103
References
104
Chapter
6:
Applying the Lessons for Managing Crisis
Uncertainty Effectively
Example
6.1.
Tennessee Valley Authority and the
Kingston Ash Slide
Missed Opportunities in Crisis Preparation
and Planning
Tennessee Valley Authority s Response to an
Uncertain Crisis
You Make the Call
Summary
Example
6.2. 1997
Red River Valley Floods
Predicting Floodwaters in the Red River Valley
Communicating to the Public About Crest Levels
Understanding the National Weather Service s
Response to the Red River Valley Floods
You Make the Call
Summary
Example
6.3.
The Case of
9/11
You Make the Call
Summary
105
105
106
107
110
111
112
113
113
114
115
116
117
120
121
Chapter
4:
Applying the Lessons to Produce Effective
Crisis Communication
60
Example
4.1.
The Largest Environmental Crisis in
United States History: BP and the United States
Coast Guard Respond
60
You Make the Call
63
Summary
65
Example
4.2.
A Plant Fire at Maiden Mills
65
Crisis Preparation and Planning
66
Courageous Communication in the
Wake of a Disaster
66
You Make the Call
67
Summary
69
Example
4.3.
Long-Term Complexities
in the Tainted Odwalla Apple Juice Crisis
69
Challenges for Multiple Stakeholders
70
Odwalla s Crisis Response
70
Impact on Stakeholders
71
You Make the Call
72
Summary
73
Example
4.4.
The Oklahoma City Bombing
73
You Make the Call
11
Summary
78
Example
4.5.
Rural Renewal After a Tornado in
Greensburg,
Kansas
79
Initial Framing of the Crisis
79
Consequences of a Bold Environmental Vision
Following the Tornado
81
Community Response
82
You Make the Call
82
Summary
83
Example
4.6.
A Costly YouTube Hoax for
Domino s Pizza
84
Unusual Challenges for Domino s
84
Domino s Crisis Response
85
You Make the Call
87
Summary
88
References
о о
Chapter
5:
Lessons on Managing Crisis Uncertainty Effectively
90
Defining Uncertainty
91
Unexpected Crises and Uncertainty
91
Nonroutine
Crisis Events and Uncertainty
92
Threat Perception and Uncertainty
93
Short Response Time and Uncertainty
93
The Impact of Crisis-Induced
Uncertainty on Stakeholders
95
Managing Communication Ambiguity
Ethically During Crisis
97
Consistent Questions of Ambiguity
98
Training, Simulations, and Uncertainty
101
Belief Structures and Uncertainty
102
Summary
103
References
104
Chapter
6:
Applying the Lessons for Managing Crisis
Uncertainty Effectively
Example
6.1.
Tennessee Valley Authority and the
Kingston Ash Slide
Missed Opportunities in Crisis Preparation
and Planning
Tennessee Valley Authority s Response to an
Uncertain Crisis
You Make the Call
Summary
Example
6.2. 1997
Red River Valley Floods
Predicting Floodwaters in the Red River Valley
Communicating to the Public About Crest Levels
Understanding the National Weather Service s
Response to the Red River Valley Floods
You Make the Call
Summary
Example
6.3.
The Case of
9/11
You Make the Call
Summary
105
105
106
107
110
111
112
113
113
114
115
116
117
120
121
Example
6.4.
King Car s Response to the
2008
Melamine Crisis
121
Reducing Crisis Uncertainty
122
A Guiding Vision for King Car s Crisis
Communication
122
Initial Crisis Communication
123
The Recall
123
Critical Acclaim
124
You Make the Call
124
Summary
126
Example
6.5.
Enron
126
Leadership Communication
127
Divergent Corporate Values
127
Responsibility to Be Informed
128
Openness to Signs of Problems
129
You Make the Call
130
Summary
131
Example
6.6.
Fukashima Daiichi: Uncertainty
Created by Three Interrelated Crisis Events
132
You Make the Call
134
Summary
135
References
136
Chapter
7:
Lessons on Effective Crisis Leadership
138
The Importance of Effective Leadership
138
Why Visibility Following a Crisis Is Important
139
Developing Networks of Supp
ort
141
Being Available, Open, and Honest
142
The Impact of Leadership on Renewal
Following a Crisis
143
Ineffective Leadership During a Crisis
143
What Makes an Effective Crisis Leader?
145
Leadersh ip Styles
145
Contingency Approach to Leadership
146
Transformational Leadership
147
Leadership Virtues
148
Managing Uncertainty, Responding, Resolving, and
Learning From Crisis
148
Suggestions for the Leader as Spokesperson
149
Summary
151
References
152
Example
6.4.
King Cars Response to the
2008
JVtelamine Crisis
Reducing Crisis Uncertainty
A Guiding Vision for King Car s Crisis
Communication
Initial Crisis Communication
The Recall
Critical Acclaim
You Make the Call
Summary
Example
6.5.
Enron
Leadership Communication
Divergent Corporate Values
Responsibility to Be Informed
Openness to Signs of Problems
You Make the Call
Summary
Example
6.6.
Fukashima Daiichi: Uncertainty
Created by Three Interrelated Crisis Events
You Make the Call
Summary
References
Chapter
7:
Lessons on Effective Crisis Leadership
The Importance of Effective Leadership
Why Visibility Following a Crisis Is Important
Developing Networks of Support
Being Available, Open, and Honest
The Impact of Leadership on Renewal
Following a Crisis
Ineffective Leadership During a Crisis
What Makes an Effective Crisis Leader?
Leadership Styles
Contingency Approach to Leadership
Transformational Leadership
Leadership Virtues
Managing Uncertainty, Responding, Resolving, and
Learning From Crisis
Suggestions for the Leader as Spokesperson
Summary
References
121
122
122
123
123
124
124
126
126
127
127
128
129
130
131
132
134
135
136
138
138
139
141
142
143
143
145
145
146
147
148
148
149
151
152
Chapter
8:
Applying the Lessons for Developing Effective
Crisis Leadership
154
Example
8.1.
The Sweeping Impact of a Contaminated
Food Ingredient: Peanut Corporation of America
154
Pervasiveness of the Product
155
PC
A s
Crisis Response
156
You Make the Call
157
Summary
158
Example
8.2.
A Fire at Cole Hardwood
159
Crisis Planning and Preparation
159
Leading Instinctively After a Disaster
160
You Make the Call
161
Suntmary
162
Example
8.3.
The Largest Food-Borne Illness Outbreak
in History: Schwan s Sales Enterprises
162
A Guiding Philosophy
164
Schwan s Crisis Response
164
Learning From the Crisis
165
You Make the Call
165
Summary
167
Example
8.4.
Leadership During a Terrorist Attack:
Coping With
9/11
by Rebuilding
167
Cantor Fitzgerald s Precrisis Reputation
168
Howard Lutnick s Crisis Response
168
Reservoir of Goodwill
- 169
Post-9/11: Recovery, Remembrance, and Renewal
170
You Make the Call
170
Summary
171
Example
8.5.
Hurricane Katrina
172
You Make the Call
174
Summary
175
Example
8.6.
Rising From the Wreckage: General Motors
and the Crash of
2008-2009 176
General Motors Initial Response to the Crisis
176
A Second Attempt to Respond to the Crisis
177
Bankruptcies at General Motors and Chrysler
177
Televising and Promoting a New Vision at
General Motors
177
You Make the Call
178
Summary
179
References
180
PART III: THE OPPORTUNITIES
183
Chapter
9:
Learning Through Failure
185
Failing to Learn From Failure
186
Learning Through Failure
188
Vicarious Learning
190
Organizational Memory
190
Unlearning
192
Summary
194
References
194
Chapter
10:
Risk Communication
196
Distinguishing Between Risk and Crisis
197
Identifying Risk
199
Mindfulness
200
Analyzing Multiple Audiences
202
Convergence Theory and Risk Communication
205
Responsible Risk Communication
207
Significant Choice
207
Fantasy Messages
209
Summary
209
References
210
Chapter
11 :
Responding to the Ethical Demands of Crisis
212
Ethics
213
Corporations as Moral Agents
215
Values
215
Values and Crisis
217
Responsibility and Accountability
217
Access to Information
218
Humanism and Care
220
The Role of Values in a Crisis Response
221
Summary
223
References
224
Chapter
12:
Inspiring Renewal Through Effective
Crisis Communication
226
Considering the Opportunities Associated With Crisis
226
Theoretical Components of the Discourse of Renewal
227
Organizational Learning
228
Ethical Communication
230
Prospective Versus Retrospective Vision
232
Optimism
232
Effective Organizational Rhetoric
233
Summary of the Discourse of Renewal
234
The Discourse of Renewal and Crisis Planning
235
Summary
237
References
238
Index
240
About the Authors
248
|
| any_adam_object | 1 |
| author | Ulmer, Robert R. 1969- Sellnow, Timothy L. 1960- Seeger, Matthew W. 1957- |
| author_GND | (DE-588)140598626 (DE-588)140598561 (DE-588)1025686837 |
| author_facet | Ulmer, Robert R. 1969- Sellnow, Timothy L. 1960- Seeger, Matthew W. 1957- |
| author_role | aut aut aut |
| author_sort | Ulmer, Robert R. 1969- |
| author_variant | r r u rr rru t l s tl tls m w s mw mws |
| building | Verbundindex |
| bvnumber | BV041763374 |
| classification_rvk | QP 300 QP 345 QP 637 |
| ctrlnum | (OCoLC)878821330 (DE-599)BVBBV041763374 |
| discipline | Wirtschaftswissenschaften |
| edition | 3.ed. |
| format | Book |
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| id | DE-604.BV041763374 |
| illustrated | Illustrated |
| indexdate | 2024-07-10T01:04:50Z |
| institution | BVB |
| isbn | 9781452257518 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-027209507 |
| oclc_num | 878821330 |
| open_access_boolean | |
| owner | DE-739 DE-898 DE-BY-UBR DE-473 DE-BY-UBG |
| owner_facet | DE-739 DE-898 DE-BY-UBR DE-473 DE-BY-UBG |
| physical | XVII, 250 S. Ill. |
| publishDate | 2015 |
| publishDateSearch | 2015 |
| publishDateSort | 2015 |
| publisher | Sage |
| record_format | marc |
| spelling | Ulmer, Robert R. 1969- Verfasser (DE-588)140598626 aut Effective crisis communication moving from crisis to opportunity 3.ed. Los Angeles [u.a.] Sage 2015 XVII, 250 S. Ill. txt rdacontent n rdamedia nc rdacarrier Katastrophe (DE-588)4029929-6 gnd rswk-swf Krisenmanagement (DE-588)4127374-6 gnd rswk-swf Kommunikation (DE-588)4031883-7 gnd rswk-swf Unternehmen (DE-588)4061963-1 gnd rswk-swf Katastrophe (DE-588)4029929-6 s Krisenmanagement (DE-588)4127374-6 s Kommunikation (DE-588)4031883-7 s 1\p DE-604 Unternehmen (DE-588)4061963-1 s 2\p DE-604 Sellnow, Timothy L. 1960- Verfasser (DE-588)140598561 aut Seeger, Matthew W. 1957- Verfasser (DE-588)1025686837 aut Digitalisierung UB Bamberg - ADAM Catalogue Enrichment application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=027209507&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 | Ulmer, Robert R. 1969- Sellnow, Timothy L. 1960- Seeger, Matthew W. 1957- Effective crisis communication moving from crisis to opportunity Katastrophe (DE-588)4029929-6 gnd Krisenmanagement (DE-588)4127374-6 gnd Kommunikation (DE-588)4031883-7 gnd Unternehmen (DE-588)4061963-1 gnd |
| subject_GND | (DE-588)4029929-6 (DE-588)4127374-6 (DE-588)4031883-7 (DE-588)4061963-1 |
| 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 |
| title_fullStr | Effective crisis communication moving from crisis to opportunity |
| title_full_unstemmed | Effective crisis communication moving from crisis to opportunity |
| title_short | Effective crisis communication |
| title_sort | effective crisis communication moving from crisis to opportunity |
| title_sub | moving from crisis to opportunity |
| topic | Katastrophe (DE-588)4029929-6 gnd Krisenmanagement (DE-588)4127374-6 gnd Kommunikation (DE-588)4031883-7 gnd Unternehmen (DE-588)4061963-1 gnd |
| topic_facet | Katastrophe Krisenmanagement Kommunikation Unternehmen |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=027209507&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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