Ongoing crisis communication: planning, managing, and responding
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Los Angeles [u.a.]
Sage
2015
|
| Edition: | Fourth edition |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Item Description: | Includes bibliographical references and index |
| Physical Description: | XIII, 240 S. graph. Darst. |
| ISBN: | 9781452261362 |
Staff View
MARC
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| 250 | |a Fourth edition | ||
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Record in the Search Index
| _version_ | 1804152146144264192 |
|---|---|
| adam_text | Contents
Preface
A Need for More Crisis Management Knowledge
1
Crisis Management Defined
2
Disaster Defined
3
Organizational Crisis Defined
3
Crisis Management
5
The Initial Crisis Management Framework
б
Past Staged Approaches to Crisis Management
7
Outline of the Three-Stage Approach
10
Precrisis
10
Crisis Event
11
Postcrisis
11
Importance of Crisis Management
12
Value of Reputations
12
Stakeholder Activism
13
Communication Technologies
14
Broader View of Crises
14
Negligent Failure to Plan
15
Crisis Leadership: An Overlooked Resource
15
Conclusion
16
Discussion Questions
16
Effects of the Online World on Crisis Communication
and
Crisis
Management
1.7
The Online Environment Multiple
Communication Channels
18
Refining the Conceptualization of
Crisis
22
Effects on Crisis Communication
26
Precrisis
26
Crisis Response
27
Postcrisis
29
Conclusion
30
Discussion Questions
30
Proactive Management Functions and Crisis Management
31
The Proactive Management Functions
31
Issues Management
32
Reputation Management
34
Risk Management
38
Interrelationship Between the Proactive Management Functions
40
Conclusion
42
Discussion
Questions
43
The Crisis Prevention Process
44
Identify the Sources to Scan
44
Collect the Information
52
Analyze the Information
54
Summary
58
Take Preventive Action
61
Evaluate the Effectiveness of the Threat Reduction
62
Paracrisis
63
Conclusion
64
Discussion Questions
65
Crisis Preparation: Part I
66
Diagnosing Vulnerabilities
66
Assessing Crisis Types
67
Selecting and Training a Crisis Management Team
68
Functional Areas
69
Task Analysis
70
Group Decision Making
72
Working as a Team
74
Enacting the Crisis Management Plan
74
Listening
74
Implications for Crisis Team Selection
74
Applications for Training
75
Improvisation s Relationship to Crisis Team Training
78
Special Considerations
/9
Selecting and Training a Spokesperson
80
The Spokesperson s Role
80
Media-Specific Tasks of the Spokesperson
81
Appearing Pleasant on Camera
83
Answering Questions Effectively
84
Presenting Crisis Information Clearly
85
Handling Difficult Questions
86
Spokespersons in a Digital World
87
Conclusion
88
Discussion Questions
89
Crisis Preparation: Part II
90
Developing a Crisis Management Plan
90
Value
90
Components
91
Crisis Appendix
97
The CMP Is Not Enough
99
Other Related Plans
99
Reviewing the Crisis Communication System
100
Mass Notification System
101
Crisis Control Center
101
Intranets and Internet
103
Stakeholders and Preparation
107
Conclusion
107
Discussion Questions
108
Crisis Recognition
109
Selling the Crisis
110
Crisis Framing: A Symbolic Response to Crises 111
Crisis Dimensions 111
Expertise of the Dominant Coalition
113
Persuasiveness of the Presentation
114
Organizing the Persuasive Effort
115
Resistance to Crises
116
Crises and Information Needs
118
Crises as Information Processing and
Knowledge Management
118
The Unknown
119
Information Gathering
119
Information Processing: The Known
120
Information-Processing Problems
120
Serial Reproduction Errors
120
The MUM Effect
121
Message Overload
121
Information Acquisition Biases
121
Group Decision-Making Errors
122
Summary
122
Information-Processing Mechanisms
123
Structural Elements
123
Procedural Elements
125
Training
126
Conclusion
127
Discussion Questions
128
8
Crisis Response
129
Form of the Crisis Response
130
Responding Quickly
131
Speaking With One Voice: Consistency
133
Openness
134
A Strategic Focus in Crisis Communication
136
Objectives: What Crisis Communication Hopes to Accomplish
136
The Target Audience for Crisis Response Strategies
138
Content of the Crisis Response
139
Instructing Information: Physical Harm
139
Adjusting Information: Psychological Well-being
142
Reputation Management
144
Crisis Response and Strategies
144
Evaluating Reputatio
nal
Threat
150
Effects of Credibility and Prior Reputation on Crisis Response Strategies
151
Social Media Considerations
155
Follow-Up Communication
158
Conclusion
160
Discussion Questions
161
stcrisis Concerns
162
Crisis Evaluation
162
Crisis Management Performance Evaluation
163
Data Collection
163
Organizing and Analyzing the Crisis Management Performance Data
164
Impact Evaluation
166
Specific Measures: Assessing Objectives
166
General Measures
167
Summary
170
Memory and Learning
170
Postcrisis
Actions
172
The Big Picture
176
Conclusion
177
Discussion Questions
177
Epilogue
1/8
Appendix? Possible Case Studies
189
References
195
Index
2Í3
About the Author
240
|
| any_adam_object | 1 |
| author | Coombs, W. Timothy 1960- |
| author_GND | (DE-588)1046749838 |
| author_facet | Coombs, W. Timothy 1960- |
| author_role | aut |
| author_sort | Coombs, W. Timothy 1960- |
| author_variant | w t c wt wtc |
| building | Verbundindex |
| bvnumber | BV041817325 |
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| ctrlnum | (OCoLC)880456330 (DE-599)BVBBV041817325 |
| dewey-full | 658.4056 658.4/056 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
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| dewey-search | 658.4056 658.4/056 |
| dewey-sort | 3658.4056 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Allgemeines Wirtschaftswissenschaften |
| edition | Fourth edition |
| format | Book |
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| indexdate | 2024-07-10T01:06:04Z |
| institution | BVB |
| isbn | 9781452261362 |
| language | English |
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| spelling | Coombs, W. Timothy 1960- Verfasser (DE-588)1046749838 aut Ongoing crisis communication planning, managing, and responding W. Timothy Coombs Fourth edition Los Angeles [u.a.] Sage 2015 XIII, 240 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Includes bibliographical references and index Crisis management Communication in management Krisenmanagement (DE-588)4127374-6 gnd rswk-swf Öffentlichkeitsarbeit (DE-588)4043188-5 gnd rswk-swf Kommunikation (DE-588)4031883-7 gnd rswk-swf Unternehmen (DE-588)4061963-1 gnd rswk-swf Krise (DE-588)4033203-2 gnd rswk-swf Krisenmanagement (DE-588)4127374-6 s Krise (DE-588)4033203-2 s Kommunikation (DE-588)4031883-7 s DE-604 Unternehmen (DE-588)4061963-1 s DE-188 Öffentlichkeitsarbeit (DE-588)4043188-5 s 1\p DE-604 Digitalisierung UB Passau - ADAM Catalogue Enrichment application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=027262524&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 | Coombs, W. Timothy 1960- Ongoing crisis communication planning, managing, and responding Crisis management Communication in management Krisenmanagement (DE-588)4127374-6 gnd Öffentlichkeitsarbeit (DE-588)4043188-5 gnd Kommunikation (DE-588)4031883-7 gnd Unternehmen (DE-588)4061963-1 gnd Krise (DE-588)4033203-2 gnd |
| subject_GND | (DE-588)4127374-6 (DE-588)4043188-5 (DE-588)4031883-7 (DE-588)4061963-1 (DE-588)4033203-2 |
| title | Ongoing crisis communication planning, managing, and responding |
| title_auth | Ongoing crisis communication planning, managing, and responding |
| title_exact_search | Ongoing crisis communication planning, managing, and responding |
| title_full | Ongoing crisis communication planning, managing, and responding W. Timothy Coombs |
| title_fullStr | Ongoing crisis communication planning, managing, and responding W. Timothy Coombs |
| title_full_unstemmed | Ongoing crisis communication planning, managing, and responding W. Timothy Coombs |
| title_short | Ongoing crisis communication |
| title_sort | ongoing crisis communication planning managing and responding |
| title_sub | planning, managing, and responding |
| topic | Crisis management Communication in management Krisenmanagement (DE-588)4127374-6 gnd Öffentlichkeitsarbeit (DE-588)4043188-5 gnd Kommunikation (DE-588)4031883-7 gnd Unternehmen (DE-588)4061963-1 gnd Krise (DE-588)4033203-2 gnd |
| topic_facet | Crisis management Communication in management Krisenmanagement Öffentlichkeitsarbeit Kommunikation Unternehmen Krise |
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