| Appendix of Sources |
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xiii | |
| Editor's Introduction: Crisis Communication -- A Field Emerges |
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xxv | |
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Volume I Origins of Crisis Communication |
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| Introduction: Origins of Crisis Communication |
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xlv | |
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A Rhetorical Origins of Crisis Communication |
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Overview to Crisis Communication |
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1 Crisis Communication: A Developing Field |
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3 | (16) |
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19 | (22) |
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41 | (6) |
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4 CBS vs Mobil Oil: Charges of Creative Bookkeeping in 1979 |
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47 | (10) |
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5 Apologies and Public Relations Crises at Chrysler, Toshiba, and Volvo |
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57 | (14) |
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6 Corporate Apologia: When an Organization Speaks in Defense of Itself |
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71 | (18) |
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7 Corporate Publics and Rhetorical Strategies: The Case of Union Carbide's Bhopal Crisis |
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89 | (16) |
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8 Treachery by Any Other Name: A Case Study of the Toshiba Public Relations Crisis |
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105 | (20) |
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9 Image Restoration Theory |
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125 | (4) |
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10 A Theory of Image Restoration |
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129 | (32) |
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11 A Critical Analysis of USAir's Image Repair Discourse |
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161 | (16) |
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12 Legitimation Endeavors: Impression Management Strategies Used by an Organization in Crisis |
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177 | (24) |
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13 Managing Organizational Legitimacy: Communication Strategies for Organizations in Crisis |
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201 | (28) |
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14 ValuJet Flight 592: Crisis Communication Theory Blended and Extended |
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229 | (38) |
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15 Communicating through Crisis: A Strategy for Organizational Survival |
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267 | (14) |
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16 Crisis Communication Strategies in the Media Coverage of Chemical Accidents |
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281 | (10) |
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17 Crisis Situations, Communication Strategies, and Media Coverage: A Multicase Study Revisiting the Communicative Response Model |
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291 | (26) |
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18 Communications Strategies in Crisis |
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317 | (10) |
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19 Communicating in a Crisis -- Choosing the Right Vehicle |
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327 | (10) |
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20 Communicating with Stakeholders during a Crisis: Evaluating Message Strategies |
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337 | (30) |
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C Marketing Ties to Crisis Communication |
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21 Consumer Reaction to Negative Publicity: Effects of Corporate Reputation, Response, and Responsibility for a Crisis Event |
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367 | (20) |
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22 Further Information on Consumer Perceptions of Product Recalls |
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387 | (10) |
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23 Corporate Social Responsibility and Consumers' Attributions and Brand Evaluations in a Product--Harm Crisis |
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397 | |
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Volume II Theory Development in Crisis Communication |
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| Introduction: Theory Development in Crisis Communication |
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ix | |
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24 Making Sense Sensibly in Crisis Communication: How Publics' Crisis Appraisals Influence Their Negative Emotions, Coping Strategy Preferences, and Crisis Response Acceptance |
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3 | (34) |
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25 Emotions Matter in Crisis: The Role of Anger and Sadness in the Publics' Response to Crisis News Framing and Corporate Crisis Response |
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37 | (32) |
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26 The Effects of Threat Type and Duration on Public Relations Practitioner's Cognitive, Affective, and Conative Responses in Crisis Situations |
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69 | (26) |
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27 Integrated Crisis Mapping: Toward a Publics-Based, Emotion-Driven Conceptualization in Crisis Communication |
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95 | (14) |
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B Situational Crisis Communication Theory |
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28 Choosing the Right Words: The Development of Guidelines for the Selection of the "Appropriate" Crisis-Response Strategies |
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109 | (24) |
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29 Restoring Reputations in Times of Crisis: An Experimental Study of the Situational Crisis Communication Theory and the Moderating Effects of Locus of Control |
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133 | (12) |
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30 Helping Crisis Managers Protect Reputational Assets: Initial Tests of the Situational Crisis Communication Theory |
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145 | (16) |
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31 The Negative Communication Dynamic: Exploring the Impact of Stakeholder Affect on Behavioral Intentions |
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161 | (14) |
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32 An Empirical Analysis of Image Restoration: Texaco's Racism Crisis |
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175 | (16) |
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33 Stakeholder Attributions in Crises: The Effects of Covariation Information and Attributional Inferences on Organizational Reputation |
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191 | (28) |
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34 Message Strategies and Forgiveness during Crises: Effects of Causal Attributions and Apology Appeal Types on Forgiveness |
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219 | (18) |
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35 Situational Crisis Communication Theory (SCCT) |
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237 | (6) |
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36 Apologizing in a Globalizing World: Crisis Communication and Apologetic Ethics |
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243 | (20) |
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37 Effective Crisis Management through Established Stakeholder Relationships: Malden Mills as a Case Study |
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263 | (18) |
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38 Expanding the Parameters of Crisis Communication: From Chaos to Renewal |
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281 | (18) |
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39 Symmetry, Contingency, Complexity: Accommodating Uncertainty in Public Relations Theory |
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299 | (18) |
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40 How Do the News Media Frame Crises? A Content Analysis of Crisis News Coverage |
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317 | (12) |
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41 Stormy Weather: Testing "Stealing Thunder" as a Crisis Communication Strategy to Improve Communication Flow between Organizations and Journalists |
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329 | (20) |
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42 Crisis Response and Crisis Timing Strategies, Two Sides of the Same Coin |
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349 | (10) |
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43 Crisis Planning and Preparedness in the United States Tourism Industry |
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359 | (16) |
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44 The Role of Human Resource Development Competencies in Facilitating Effective Crisis Communication |
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375 | (20) |
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45 Public Relations and Crisis Communication: Organizing and Chaos |
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395 | |
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Volume III Crisis Communication Connects with Other Strategic Communication Fields |
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| Introduction: Crisis Communication Connects with Other Strategic Communication Fields |
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vii | |
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46 An Integrated Symmetrical Model for Crisis-Communications Management |
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3 | (26) |
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47 Issue Management as a Post-crisis Discipline: Identifying and Responding to Issue Impacts beyond the Crisis |
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29 | (14) |
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48 Issue Management and Crisis Management: An Integrated, Non-linear, Relational Construct |
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43 | (18) |
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49 Extract from Strategic Issues Management: Organizations and Public Policy Challenges |
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61 | (38) |
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50 Anticipatory Model of Crisis Management: A Vigilant Response to Technological Crises |
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99 | (24) |
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51 Anticipating or Precipitating Crisis? Health Agencies May Not Be Heeding Best Practice Advice in Avian Flu Press Releases |
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123 | (10) |
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52 Effective Communication during an Influenza Pandemic: The Value of Using a Crisis and Emergency Risk Communication Framework |
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133 | (8) |
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53 Crisis and Emergency Risk Communication in a Pandemic: A Model for Building Capacity and Resilience of Minority Communities |
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141 | (12) |
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54 Toward a Synthesis Model for Crisis Communication in the Public Sector: An Initial Investigation |
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153 | (28) |
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55 Crisis and Risk Approaches to Emergency Management Planning and Communication: The Role of Similarity and Sensitivity |
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181 | (18) |
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56 Strategic Risk Communication: Adding Value to Society |
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199 | (18) |
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C Reputation Management and CSR |
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57 Agenda-setting Effects of Business News on the Public's Images and Opinions about Major Corporations |
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217 | (14) |
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58 Protecting Organization Reputations during a Crisis: The Development and Application of Situational Crisis Communication Theory |
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231 | (18) |
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59 Sustainability: A New and Complex `Challenge' for Crisis Managers |
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249 | (16) |
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60 Unpacking the Halo Effect: Reputation and Crisis Management |
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265 | (18) |
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61 Media Reputation as a Strategic Resource: An Integration of Mass Communication and Resource-based Theories |
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283 | (26) |
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62 Effects of Apologies and Crisis Responsibility on Corporate and Spokesperson Reputation |
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309 | (8) |
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63 Linking Crisis Management and Leadership Competencies: The Role of Human Resource Development |
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317 | |
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Volume IV Crisis Communication Evolves -- Digital Channels, Globalization, and Critiques |
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| Introduction: Crisis Communication Evolves -- Digital Channels, Globalization, and Critiques |
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vii | |
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64 Internet-based Communication in Crisis Management |
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3 | (20) |
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65 Diffusion of Traditional and New Media Tactics in Crisis Communication |
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23 | (12) |
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66 Intention to Comply with Crisis Messages Communicated via Social Media |
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35 | (12) |
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67 Is the Medium the Message? Perceptions of and Reactions to Crisis Communication via Twitter, Blogs and Traditional Media |
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47 | (14) |
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68 How Publics Use Social Media to Respond to Blame Games in Crisis Communication: The Love Parade Tragedy in Duisburg 2010 |
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61 | (16) |
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69 Effects of Narratives, Openness to Dialogic Communication, and Credibility on Engagement in Crisis Communication through Organizational Blogs |
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77 | (20) |
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70 Crisis in a Networked World: Features of Computer-mediated Communication in the April 16, 2007, Virginia Tech Event |
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97 | (16) |
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71 Examining the Role of Social Media in Effective Crisis Management: The Effects of Crisis Origin, Information Form, and Source on Publics' Crisis Responses |
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113 | (22) |
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72 The Paracrisis: The Challenges Created by Publicly Managing Crisis Prevention |
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135 | (16) |
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151 | (4) |
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B Globalization and Crisis Communication |
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74 When in Rome? The Effects of Spokesperson Ethnicity on Audience Evaluation of Crisis Communication |
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155 | (24) |
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75 Six Years and Counting: Learning from Crisis Management at Bhopal |
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179 | (16) |
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76 Crisis Communication as a Multilevel Game: The Muhammad Cartoons from a Crisis Diplomacy Perspective |
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195 | (18) |
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77 After the Tsunami: Crisis Communication in Finland and Sweden |
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213 | (4) |
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78 Crisis Communicative Strategies in Taiwan: Category, Continuum, and Cultural Implication |
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217 | (12) |
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79 Audience-oriented Approach to Crisis Communication: A Study of Hong Kong Consumers' Evaluation of an Organizational Crisis |
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229 | (16) |
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80 Flying Different Skies: How Cultures Respond to Airline Disasters |
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245 | (24) |
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C Critical Views of Crisis Communication |
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81 Liability Means Never Being Able to Say You're Sorry: Corporate Guilt, Legal Constraints, and Defensiveness in Corporate Communication |
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269 | (20) |
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82 What Is a Public Relations "Crisis?" Refocusing Crisis Research |
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289 | |
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