Crisis communications management:
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Bingley, UK
Emerald Publishing
2019
|
| Edition: | First edition |
| Series: | PRCA practice guides
|
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Item Description: | Literaturverzeichnis: Seite 123-129 |
| Physical Description: | xiii, 134 Seiten |
| ISBN: | 9781787566187 |
Staff View
MARC
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Record in the Search Index
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| adam_text | CONTENTS List of Figures ίχ Foreword X1 Acknowledgements xiu Litroduction 1 1. What Is a Crisis? 1.1. Only You Can Decide 1.2. Stakeholders’ Opinions Matter 1.3. The Most Valuable Asset 1.4. The CEO’s Performance Is All-important 1.5. Crisis Communications 1.6. What Is a Crisis, Then? 3 4 5 6 6 10 10 2. Persuading Management to Prepare 2.1. It’s All about the CEO 2.2. Share Price and Market Cap 2.3. ‘It’ll Never Happen to Us’ 13 14 14 15 2.4. 16 3. Be Prepared Strategy: Principles of Crisis Communications 3.1. Preparation Is Everything 3.2. We Have No Idea What Might Happen! 3.3. Communications Are More Important than the Details of the Crisis 3.4. There Is No Hiding Place 3.5. A Small ‘Crisis’ Can Rapidly Escalate 3.6. ‘Do We Have to Say Anything} v 19 19 21 21 23 24 25
Contents Strong Leadership Is Essential 3.7. 3.8. Remember Third Parties 3.9. Crisis Preparation Is an Investment 3.10. The ‘Golden Hour’ 3.11. Seize the Media Initiative and Keep It 3.12. Looking Ahead 3.13. The CEO Must Be the Central Figure 3.14. Log and Learn 3.15. Calm, Cool, Capable, Careful and Collected 27 28 28 29 29 30 30 31 32 Contingency Planning 4.1. The WoW Box 35 36 Stakeholder Identification and Lists 5.1. ‘Send It Out to the Media — Isn’t That Enough?’ 5.2. Employees — Often Neglected in a Crisis 5.3. Using the Influence/Interest Grid 5.4. Who Owns the Lists? 41 42 42 43 43 How the Media Drive Crises 6.1. Can We Ever Win? 6.2. Keeping Third Parties in the Loop 6.3. Measures of Success 47 49 51 51 Working with Lawyers 7.1. Explaining the Communications Case to Lawyers 7.2. Specialist Media Lawyers 55 56 56 Tactics and Techniques 8.1. Declaring a Crisis 8.2. Action Plan: Who Does What? 8.3. Operations and Communications 8.4. Teams, Locations and Resources 8.5. Preparing the Team 8.6. The ‘Red Book’ 8.7. Dark Sites 8.8. On the Day: The ‘Golden Hour’ 8.9. Making Statements 8.10. Rapid Rebuttal 59 59 60 61 61 62 62 63 64 67 69
Contents 8.11. 8.12. 8.13. 8.14. 9. V í FoUow-up: Forget No one Log and Learn Handling TV Interviews in a Crisis Expressing Regret 69 70 70 73 Spokespeople 9.1. It Has to Be the CEO 9.2. How We Can Support Our CEO 9.3. Crisis Media Training 9.4. Rehearsals and Simulations 9.5. Spokespeople’s Language 81 81 82 83 83 84 Online and Social 10.1. What’s Different? 10.2. First Verify, Then — Maybe — Respond 10.3. Points to Consider in Advance 10.4. Responding Online 89 89 90 91 91 11. Evaluation and Learning 11.1. Assessing Media Coverage 11.2. Evaluating Our Performance 11.3. Evaluating Spokespeople’s Performance 11.4. Why Evaluate? 97 98 98 99 100 12. What Would We Have Done? 12.1. Death at a Zoo 12.2. Giving the Game Away 12.3. BA: One Thing After Another 12.4. Samsung: Caught Out in the Q A 12.5. Chevron’s Apology: Coke and Pizza 12.6. Thomas Cook: ‘No Need to Apologise’ 12.7. Starbucks’ £25 Million Giftto HMRC 12.8. Morrisons’ Data-breach 12.9. GM: ‘A Risk You Sometimes Take’ 12.10. Ma Ailun’s iPhone Charger 12.11. VW’s Diesel Cheat Device 12.12. Nick Varney Does Well... Then Not So Well 103 103 104 104 105 106 106 107 107 108 108 109 10. 109
Contents viii 12.13. United Airlines Drags a Passenger Off the Plane 12.14. Oxfam: Turning a Crisis Into a Catastrophe 110 110 Afterword- 113 Appendix 115 А.1. A.2. A.3. A.4. A Stakeholder Checklist The ‘Red Book’ Further Resources Reader Enquiries 115 118 120 121 References 123 Index 131
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| any_adam_object | 1 |
| author | Wheeler, Adrian |
| author_GND | (DE-588)1177097419 |
| author_facet | Wheeler, Adrian |
| author_role | aut |
| author_sort | Wheeler, Adrian |
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| building | Verbundindex |
| bvnumber | BV045937970 |
| classification_rvk | QP 345 QP 637 |
| ctrlnum | (OCoLC)1109126792 (DE-599)BVBBV045937970 |
| discipline | Wirtschaftswissenschaften |
| edition | First edition |
| format | Book |
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| id | DE-604.BV045937970 |
| illustrated | Not Illustrated |
| indexdate | 2024-07-10T08:30:52Z |
| institution | BVB |
| isbn | 9781787566187 |
| language | English |
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| physical | xiii, 134 Seiten |
| publishDate | 2019 |
| publishDateSearch | 2019 |
| publishDateSort | 2019 |
| publisher | Emerald Publishing |
| record_format | marc |
| series2 | PRCA practice guides |
| spelling | Wheeler, Adrian Verfasser (DE-588)1177097419 aut Crisis communications management by Adrian Wheeler (FPRCA, the Public Relations and Communications Association, UK) First edition Bingley, UK Emerald Publishing 2019 xiii, 134 Seiten txt rdacontent n rdamedia nc rdacarrier PRCA practice guides Literaturverzeichnis: Seite 123-129 Kommunikation (DE-588)4031883-7 gnd rswk-swf Öffentlichkeitsarbeit (DE-588)4043188-5 gnd rswk-swf Unternehmen (DE-588)4061963-1 gnd rswk-swf Krisenmanagement (DE-588)4127374-6 gnd rswk-swf Unternehmen (DE-588)4061963-1 s Krisenmanagement (DE-588)4127374-6 s Öffentlichkeitsarbeit (DE-588)4043188-5 s Kommunikation (DE-588)4031883-7 s DE-604 Erscheint auch als Online-Ausgabe 978-1-78756-615-6 Erscheint auch als Online-Ausgabe, EPUB 978-1-78756-617-0 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=031320268&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Wheeler, Adrian Crisis communications management Kommunikation (DE-588)4031883-7 gnd Öffentlichkeitsarbeit (DE-588)4043188-5 gnd Unternehmen (DE-588)4061963-1 gnd Krisenmanagement (DE-588)4127374-6 gnd |
| subject_GND | (DE-588)4031883-7 (DE-588)4043188-5 (DE-588)4061963-1 (DE-588)4127374-6 |
| title | Crisis communications management |
| title_auth | Crisis communications management |
| title_exact_search | Crisis communications management |
| title_full | Crisis communications management by Adrian Wheeler (FPRCA, the Public Relations and Communications Association, UK) |
| title_fullStr | Crisis communications management by Adrian Wheeler (FPRCA, the Public Relations and Communications Association, UK) |
| title_full_unstemmed | Crisis communications management by Adrian Wheeler (FPRCA, the Public Relations and Communications Association, UK) |
| title_short | Crisis communications management |
| title_sort | crisis communications management |
| topic | Kommunikation (DE-588)4031883-7 gnd Öffentlichkeitsarbeit (DE-588)4043188-5 gnd Unternehmen (DE-588)4061963-1 gnd Krisenmanagement (DE-588)4127374-6 gnd |
| topic_facet | Kommunikation Öffentlichkeitsarbeit Unternehmen Krisenmanagement |
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