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Ongoing Crisis Communication: Planning, Managing, and Responding 2nd Revised edition [Hardback]

3.78/5 (66 ratings by Goodreads)
  • Formāts: Hardback, 224 pages, height x width: 228x152 mm
  • Izdošanas datums: 05-Apr-2007
  • Izdevniecība: SAGE Publications Inc
  • ISBN-10: 1412949912
  • ISBN-13: 9781412949910
Citas grāmatas par šo tēmu:
Ongoing Crisis Communication: Planning, Managing, and Responding 2nd Revised editionPalielināt
  • Formāts: Hardback, 224 pages, height x width: 228x152 mm
  • Izdošanas datums: 05-Apr-2007
  • Izdevniecība: SAGE Publications Inc
  • ISBN-10: 1412949912
  • ISBN-13: 9781412949910
Citas grāmatas par šo tēmu:
Permanent link: https://www.kriso.lv/db/9781412949910.html
Keywords:
This text explains how crisis management can prevent or reduce the threats of a crisis, providing guidelines for how best to act and react in an emergency situation. Drawing on firsthand experience in crisis management, Coombs provides detailed explanations about preparing for crises, detecting crisis, and preventing crisis.





Each aspect of the crisis is discussed from pre-crisis stage to evaluation of crisis management efforts and post-crisis actions--with the ultimate goal of saving lives, reputations, and financial resources.









A truly integrative and comprehensive text, Ongoing Crisis Communication is a crucial resource for students, professors, and practitioners interested in planning, practicing, or researching crisis management.









Key Features include:



- New and updated crises examples and case studies throughout



- Expanded and integrated coverage on the growing importance of the online environment to crisis communication and management



- Stronger discussion of crisis exercises, including why these activities need to be done



- New Case Study Appendix



- Discussion questions at the end of each chapter provide points for instructors of discuss with students.

Recenzijas

"Ongoing crisis Communications has done public relations professionals a favour by bringing together research from a number of disciplines that would have been difficult to find otherwise in a single book."  THE FINANCIAL EXPRESS -- The Financial Express "This new second edition of a classic updates crisis examples and case studies but retains its multidisciplinary coverage to provide an integrated approach to crisis communication and the entire management process" THE MIDWEST BOOK REVIEW -- James A. Cox * The Midwest Book Review * "An important college-level guide for both undergrad and graduate courses in public relations, management, or crisis communications."  MIDWEST BOOK REVIEW -- Midwest Book Review - Internet Bookwatch, September 2007 * Midwest Book Review - Internet Bookwatch, September 2007 *

Preface ix
A Need for More Crisis Management Knowledge
1(12)
Crisis Management Defined
2(5)
Crisis Defined
2(3)
Crisis Management
5(2)
Importance of Crisis Management
7(4)
Value of Reputations
7(1)
Stakeholder Activism
8(1)
Communication Technology
9(1)
Broader View of Crises
10(1)
Negligent Failure to Plan
10(1)
Conclusion
11(1)
Discussion Questions
11(2)
Outline for an Ongoing Approach to Crisis Management
13(8)
The Initial Crisis Management Framework
13(4)
Past Staged Approaches to Crisis Management
14(3)
Outline of the Three-Stage Approach
17(3)
Precrisis
18(1)
Crisis Event
19(1)
Postcrisis
19(1)
Conclusion
20(1)
Discussion Questions
20(1)
Prevention: Finding Warning Signs
21(28)
Contributing Organizational Functions
23(5)
Issues Management
23(1)
Risk Assessment
23(1)
Reputation Management
24(3)
Summary
27(1)
Sources to Be Scanned
28(8)
Issues Management Sources
29(3)
Risk Assessment Sources
32(2)
Reputation Sources
34(2)
Reputation and Social Performance
36(1)
Information Collection
37(1)
Information Analysis Equals Knowledge Creation
38(6)
Issues Threat Assessment
39(1)
Risk Threat Assessment
39(1)
Reputation Threat Assessment
40(4)
From Scanning to Monitoring
44(1)
Crisis-Sensing Mechanism
44(4)
Conclusion
48(1)
Discussion Questions
48(1)
Taking Preventative Measures
49(14)
Basic Crisis Prevention Process
49(2)
Issues Management
51(3)
Issues Management Process
51(2)
Issues Management Evaluation
53(1)
Risk Management
54(2)
Risk Aversion Process
55(1)
Risk Aversion Evaluation
56(1)
Reputation Management
56(5)
Reputation Management Process
57(4)
Reputation Management Evaluation
61(1)
Conclusion
61(1)
Discussion Questions
62(1)
Crisis Preparation: Part I
63(26)
Diagnosing Crisis Vulnerabilities
63(1)
Crisis Types
64(2)
Crisis Management Teams
66(11)
Functional Areas
67(1)
Task Analysis
68(1)
Decision Making
68(4)
Working as a Team
72(1)
Enacting the Crisis Management Plan
73(1)
Listening
73(1)
Implications for Crisis Team Selection
73(1)
Applications for Training
74(3)
Special Considerations
77(1)
The Spokesperson
78(9)
The Spokesperson's Role
78(2)
Media-Specific Tasks of the Spokesperson
80(7)
Conclusion
87(1)
Discussion Questions
87(2)
Crisis Preparation: Part II
89(14)
The Crisis Management Plan
89(8)
Value
90(1)
Components
90(4)
Crisis Appendix
94(1)
The CMP Is Not Enough
95(1)
Other Related Plans
96(1)
Preparation of the Crisis Communication System
97(5)
Mass Notification System
97(1)
Crisis Control Center
98(1)
The Intranet and Internet
99(3)
Conclusion
102(1)
Discussion Questions
102(1)
Crisis Recognition
103(24)
Selling the Crisis
104(9)
Crisis Framing: A Symbolic Response to Crises
105(1)
Crisis Dimensions
106(2)
Expertise of the Dominant Coalition
108(1)
Persuasiveness of the Presentation
108(2)
Resistance to Crises
110(3)
Crises and Information Needs
113(1)
Crises as Information Processing and Knowledge Management
113(1)
The Unknown
114(1)
Information Gathering
114(1)
Information Processing: The Known
115(1)
Information-Processing Problems
115(4)
Serial Reproduction Errors
116(1)
The MUM Effect
116(1)
Message Overload
117(1)
Information Acquisition Bias
117(1)
Group Decision-Making Errors
118(1)
Summary
119(1)
Information-Processing Mechanisms
119(6)
Structural Elements
119(3)
Procedural Efforts
122(2)
Training
124(1)
Conclusion
125(1)
Discussion Questions
126(1)
Crisis Response
127(24)
Form and the Crisis Response
128(5)
Responding Quickly
128(3)
Speaking With One Voice: Consistency
131(1)
Openness
132(1)
Content and the Crisis Response
133(5)
Instructing Information
133(2)
Adjusting Information
135(2)
Reputation Management
137(1)
Crisis Response Strategies
138(9)
Evaluating Reputational Threat
141(3)
Effects of Credibility and Prior Reputation on Crisis Response Strategies
144(3)
Follow-Up Communication
147(2)
Conclusion
149(1)
Discussion Questions
150(1)
Postcrisis Concerns
151(14)
Crisis Evaluation
152(8)
Crisis Management Performance Evaluation
152(4)
Impact Evaluation
156(4)
Evaluation Summary
160(1)
Institutional or Organizational Memory
160(2)
Postcrisis Actions
162(1)
Conclusion
163(1)
Discussion Questions
164(1)
Final Observations and Lessons
165(10)
Crisis Management Is Ongoing
165(2)
Knowledge, Skills, and Traits
167(3)
Crisis Teams
167(1)
Spokespersons
168(2)
Crisis Management Procedures
170(1)
Crisis-Sensing Mechanism
170(1)
Value to and of Public Relations Personnel
171(1)
New Communication Technologies
171(2)
Final Thoughts
173(1)
Discussion Questions
173(2)
Appendix 175(4)
References 179(18)
Index 197(12)
About the Author 209


W. Timothy Coombs (PhD Purdue University in Public Affairs and Issues Management) is the George T and Glady H Abell Professor in Liberal Arts in Department of Communication at Texas A&M University.  His primary areas of research are crisis communication and CSR including the award-winning book Ongoing Crisis Communication. He is the current editor for Corporation Communication:  An International Journal.  His research has appeared in Management Communication Quarterly, Public Relations Review, Corporate Reputation Review, Journal of Public Relations Research, Journal of Communication Management, Business Horizons, and the Journal of Business Communication.