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

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  • Formāts: Paperback / softback, 224 pages, height x width: 228x152 mm, weight: 310 g
  • Izdošanas datums: 05-Apr-2007
  • Izdevniecība: SAGE Publications Inc
  • ISBN-10: 1412949920
  • ISBN-13: 9781412949927
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Ongoing Crisis Communication: Planning, Managing, and Responding 2nd Revised editionPalielināt
  • Formāts: Paperback / softback, 224 pages, height x width: 228x152 mm, weight: 310 g
  • Izdošanas datums: 05-Apr-2007
  • Izdevniecība: SAGE Publications Inc
  • ISBN-10: 1412949920
  • ISBN-13: 9781412949927
Citas grāmatas par šo tēmu:
Permanent link: https://www.kriso.lv/db/9781412949927.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
Chapter 1: A Need for More Crisis Management Knowledge 1
Crisis Management Defined
2
Crisis Defined
2
Crisis Management
5
Importance of Crisis Management
7
Value of Reputations
7
Stakeholder Activism
8
Communication Technology
9
Broader View of Crises
10
Negligent Failure to Plan
10
Conclusion
11
Discussion Questions
11
Chapter 2: Outline for an Ongoing Approach to Crisis Management 13
The Initial Crisis Management Framework
13
Past Staged Approaches to Crisis Management
14
Outline of the Three-Stage Approach
17
Precrisis
18
Crisis Event
19
Postcrisis
19
Conclusion
20
Discussion Questions
20
Chapter 3: Prevention: Finding Warning Signs 21
Contributing Organizational Functions
23
Issues Management
23
Risk Assessment
23
Reputation Management
24
Summary
27
Sources to Be Scanned
28
Issues Management Sources
29
Risk Assessment Sources
32
Reputation Sources
34
Reputation and Social Performance
36
Information Collection
37
Information Analysis Equals Knowledge Creation
38
Issues Threat Assessment
39
Risk Threat Assessment
39
Reputation Threat Assessment
40
From Scanning to Monitoring
44
Crisis-Sensing Mechanism
44
Conclusion
48
Discussion Questions
48
Chapter 4: Taking Preventative Measures 49
Basic Crisis Prevention Process
49
Issues Management
51
Issues Management Process
51
Issues Management Evaluation
53
Risk Management
54
Risk Aversion Process
55
Risk Aversion Evaluation
56
Reputation Management
56
Reputation Management Process
57
Reputation Management Evaluation
61
Conclusion
61
Discussion Questions
62
Chapter 5: Crisis Preparation: Part I 63
Diagnosing Crisis Vulnerabilities
63
Crisis Types
64
Crisis Management Teams
66
Functional Areas
67
Task Analysis
68
Decision Making
68
Working as a Team
72
Enacting the Crisis Management Plan
73
Listening
73
Implications for Crisis Team Selection
73
Applications for Training
74
Special Considerations
77
The Spokesperson
78
The Spokesperson's Role
78
Media-Specific Tasks of the Spokesperson
80
Conclusion
87
Discussion Questions
87
Chapter 6: Crisis Preparation: Part II 89
The Crisis Management Plan
89
Value
90
Components
90
Crisis Appendix
94
The CMP Is Not Enough
95
Other Related Plans
96
Preparation of the Crisis Communication System
97
Mass Notification System
97
Crisis Control Center
98
The Intranet and Internet
99
Conclusion
102
Discussion Questions
102
Chapter 7: Crisis Recognition 103
Selling the Crisis
104
Crisis Framing: A Symbolic Response to Crises
105
Crisis Dimensions
106
Expertise of the Dominant Coalition
108
Persuasiveness of the Presentation
108
Resistance to Crises
110
Crises and Information Needs
113
Crises as Information Processing and Knowledge Management
113
The Unknown
114
Information Gathering
114
Information Processing: The Known
115
Information-Processing Problems
115
Serial Reproduction Errors
116
The MUM Effect
116
Message Overload
117
Information Acquisition Bias
117
Group Decision-Making Errors
118
Summary
119
Information-Processing Mechanisms
119
Structural Elements
119
Procedural Efforts
122
Training
124
Conclusion
125
Discussion Questions
126
Chapter 8: Crisis Response 127
Form and the Crisis Response
128
Responding Quickly
128
Speaking With One Voice: Consistency
131
Openness
132
Content and the Crisis Response
133
Instructing Information
133
Adjusting Information
135
Reputation Management
137
Crisis Response Strategies
138
Evaluating Reputational Threat
141
Effects of Credibility and Prior Reputation on Crisis Response Strategies
144
Follow-Up Communication
147
Conclusion
149
Discussion Questions
150
Chapter 9: Postcrisis Concerns 151
Crisis Evaluation
152
Crisis Management Performance Evaluation
152
Impact Evaluation
156
Evaluation Summary
160
Institutional or Organizational Memory
160
Postcrisis Actions
162
Conclusion
163
Discussion Questions
164
Chapter 10: Final Observations and Lessons 165
Crisis Management Is Ongoing
165
Knowledge, Skills, and Traits
167
Crisis Teams
167
Spokespersons
168
Crisis Management Procedures
170
Crisis-Sensing Mechanism
170
Value to and of Public Relations Personnel
171
New Communication Technologies
171
Final Thoughts
173
Discussion Questions
173
Appendix 175
References 179
Index 197
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.