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E-grāmata: Crisis Communication: A Stakeholder Approach

  • Formāts: EPUB+DRM
  • Izdošanas datums: 28-Aug-2018
  • Izdevniecība: Birkhauser Verlag AG
  • Valoda: eng
  • ISBN-13: 9783319972565
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Crisis Communication: A Stakeholder ApproachPalielināt
  • Formāts: EPUB+DRM
  • Izdošanas datums: 28-Aug-2018
  • Izdevniecība: Birkhauser Verlag AG
  • Valoda: eng
  • ISBN-13: 9783319972565
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This timely book explores crises as an inevitable part of modern society, which causes ramifications not only for organisations, but also for a diverse range of stakeholders. Addressing the need for organisations to be guided by a stakeholder-oriented approach throughout all phases of the crisis communication process, the author draws upon various business disciplines and covers the management of issues, risk, reputation and relationships. Covering all stages of crisis communication, from pre-crisis to post-crisis, stakeholder engagement is analysed through a series of case studies, with a particular focus on the role of social media. Scholars of corporate communications and business strategy will find this new book undoubtedly useful, and it will be of particular interest to those involved in crisis communication and management.

1 Introduction
1(14)
In the Era of Crisis
1(3)
Defining Organizational Crisis
4(1)
Characteristics of Organizational Crisis
5(1)
Crisis Typologies
6(2)
Crisis Management: A Strategic Process
8(1)
Crisis Communication
9(3)
Stakeholder Approach to Crisis Management
12(1)
Conclusion
13(1)
References
13(2)
2 Stakeholder Approaches in Crisis Management
15(22)
Introduction
15(1)
Stakeholder Theories and Crisis Management
16(3)
Stakeholder Management Process
19(1)
Stakeholder Management Model
20(1)
Stakeholder Mapping
21(1)
Identifying Stakeholders
22(2)
Analysing Stakeholders
24(1)
Planning Stakeholder Communications
25(1)
Engaging Stakeholders
26(1)
Criteria for Stakeholder Mapping
26(1)
Primary and Secondary Stakeholders
26(2)
Internal and External Stakeholders
28(1)
Organizational Linkage Model
28(1)
Stakeholder Influence and the Matrix Model
29(2)
Situational Theory of Publics
31(1)
Mapping Stakeholders by Attitude
32(1)
Stakeholder Communication Plans
33(1)
Conclusion
34(1)
References
34(3)
3 A Stakeholder Approach to Issues Management
37(16)
Why a Stakeholder Approach?
37(2)
Issues Management
39(1)
Issues Management in Crisis Prevention
40(1)
Overview of the Issues Management Process
40(1)
Identification and Analysis
41(1)
Prioritization of Issues
42(1)
Stakeholder Engagement
43(1)
Evaluation
44(1)
Stakeholder Voices in Social Media
45(3)
Managing Issues during a Crisis
48(1)
Post-crisis Issues Management
49(1)
Conclusion
50(1)
References
50(3)
4 A Stakeholder Approach to Risk Management
53(24)
Introduction
53(1)
Overview of the Risk Management Process
54(1)
Engaging Risk Stakeholders
55(1)
Stakeholder Risk Communication
55(2)
Persuasive Risk Communication
57(2)
Dialogue with Stakeholders
59(1)
The Risk Message
60(1)
Risk Information Vacuum
61(2)
Risk Communication in Crisis Situations
63(1)
Multiple Stakeholders in Public Health Response
63(1)
Outbreak Communication
64(2)
The Ebola Crisis
66(1)
The Egg Crisis
67(1)
From One-Way to Two-Way Communication Flow
68(1)
The Media and the Framing of Health Risk
69(2)
Post-crisis Risk Management
71(1)
Conclusion
72(1)
References
72(5)
5 A Stakeholder Approach in Managing Reputation
77(34)
Introduction
77(1)
Organizational Reputation
78(1)
Stakeholder-Specific Reputation
79(2)
Why Reputation Matters
81(1)
Volkswagen Emission Scandal
82(1)
Building a Favourable Reputation
83(2)
Monitoring Threats to an Organization's Reputation
85(2)
Media Impact on Organizational Reputation
87(2)
Media Monitoring
89(1)
Social Media and Organizational Reputation
90(2)
Authentic Interactions
92(2)
Co-created Reputation
94(1)
Social Media Reputation Crisis
95(1)
Kicked Off Delta Flight "For Speaking Arabic"
95(1)
Freia's Chocolate Social Media Campaign
96(1)
The #myNYPD Campaign
97(1)
Monitoring and Managing Social Media Crises
98(1)
Protecting of Reputation during a Crisis
99(1)
Apologia Theory---Responding to Accusations of Wrongdoing
100(1)
Image Repair Theory
101(1)
Situational Crisis Communication Theory (SCCT)
102(2)
The Rhetorical Arena Theory (RAT)
104(1)
Post-crisis Strategies for Repair of Reputation
104(2)
Conclusion
106(1)
References
107(4)
6 A Stakeholder Approach to Inter-organizational Relationships
111(20)
Introduction
111(1)
PR and Stakeholder Relationship
112(2)
Relational Perspectives in Crisis Management
114(1)
Stakeholder Relationship Management
115(1)
Social Media in Relationship Management
116(1)
Inter-organizational Relationships
116(3)
Building and Nurturing Inter-organizational Relationships
119(1)
Reducing Knowledge Gaps in IRs
120(3)
Coordination and Communication
123(2)
Managing Stakeholder Relations During the Crisis
125(1)
Post-crisis Relationship Management
126(1)
Conclusion
127(1)
References
127(4)
7 Stakeholder Communications During a Crisis
131(20)
Multivocality During Crisis
131(1)
Stakeholders During Natural Disasters and Pandemics
132(2)
Hurricane Katrina 2005
134(2)
Tohoku Earthquake, Tsunami and Radiation (2011)
136(1)
Unanticipated Stakeholders During the Ebola Crisis
137(1)
Communicating Messages During a Crisis
138(1)
Instructing Messages
139(2)
Warning Messages
141(2)
Interpretation of Messages
143(2)
Avoiding Information Vacuum
145(1)
Stakeholder Information Needs
146(1)
Lessening Information Overload
147(1)
Conclusion
148(1)
References
149(2)
8 A Stakeholder Approach to Crisis Evaluation
151(4)
Introduction
151(1)
Stakeholder Approach to Crisis Evaluation
152(1)
Evaluation of Crisis Communication
153(1)
Methods for Evaluating Stakeholder Experiences
154(1)
Conclusion 155(1)
References 155(2)
Index 157
Martin N. Ndlela is Associate Professor at the Inland School of Business and Social Sciences, Inland Norway University of Applied Sciences, Norway, where he teaches and supervises courses within the Crisis Management programme. He has researched and taught various aspects of crisis communication management, PR, and organisational communication.
Biežāk uzdotie jautājumi par e-grāmatām Biežāk uzdotie jautājumi par e-grāmatām
Permanent link: https://www.kriso.lv/db/97833199725656e.html
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