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Ongoing Crisis Communication: Planning, Managing, and Responding 4th Revised edition [Mīkstie vāki]

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  • Formāts: Paperback / softback, 256 pages, height x width: 231x187 mm, weight: 450 g
  • Izdošanas datums: 13-Mar-2014
  • Izdevniecība: SAGE Publications Inc
  • ISBN-10: 1452261369
  • ISBN-13: 9781452261362
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Ongoing Crisis Communication: Planning, Managing, and Responding 4th Revised editionPalielināt
  • Formāts: Paperback / softback, 256 pages, height x width: 231x187 mm, weight: 450 g
  • Izdošanas datums: 13-Mar-2014
  • Izdevniecība: SAGE Publications Inc
  • ISBN-10: 1452261369
  • ISBN-13: 9781452261362
Citas grāmatas par šo tēmu:
Permanent link: https://www.kriso.lv/db/9781452261362.html
Keywords:
Ongoing Crisis Communication: Planning, Managing, and Responding provides an integrated and multi-disciplinary approach to the entire crisis communication process. Drawing on his extensive firsthand experience, Dr. Timothy Coombs uses a three-staged approach to crisis management (pre-crisis, crisis, and post-crisis), explains how crisis management can prevent or reduce the threats of a crisis, and provides guidelines for how best to act and react in an emergency situation. The book includes new coverage of social media, social networking sites, and terrorist threats while drawing from recent works in management, public relations, organizational psychology, marketing, organizational communication, and computer-mediated communication research.

This bestselling textbook provides an integrated approach to crisis communication that spans various disciplines as well as the entire crisis management process. This new edition includes new coverage of social media, social networking sites, and terrorist threats.
Preface x
1 A Need for More Crisis Management Knowledge
1(16)
Crisis Management Defined
2(4)
Disaster Defined
3(1)
Organizational Crisis Defined
3(2)
Crisis Management
5(1)
The Initial Crisis Management Framework
6(4)
Past Staged Approaches to Crisis Management
7(3)
Outline of the Three-Stage Approach
10(2)
Precrisis
10(1)
Crisis Event
11(1)
Postcrisis
11(1)
Importance of Crisis Management
12(3)
Value of Reputations
12(1)
Stakeholder Activism
13(1)
Communication Technologies
14(1)
Broader View of Crises
14(1)
Negligent Failure to Plan
15(1)
Crisis Leadership: An Overlooked Resource
15(1)
Conclusion
16(1)
Discussion Questions
16(1)
2 Effects of the Online World on Crisis Communication and Crisis Management
17(14)
The Online Environment: Multiple Communication Channels
18(8)
Refining the Conceptualization of Crisis
22(4)
Effects on Crisis Communication
26(4)
Precrisis
26(1)
Crisis Response
27(2)
Postcrisis
29(1)
Conclusion
30(1)
Discussion Questions
30(1)
3 Proactive Management Functions and Crisis Management
31(13)
The Proactive Management Functions
31(9)
Issues Management
32(2)
Reputation Management
34(4)
Risk Management
38(2)
Interrelationship Between the Proactive Management Functions
40(2)
Conclusion
42(1)
Discussion Questions
43(1)
4 The Crisis Prevention Process
44(22)
Identify the Sources to Scan
44(8)
Collect the Information
52(2)
Analyze the Information
54(7)
Summary
58(3)
Take Preventive Action
61(1)
Evaluate the Effectiveness of the Threat Reduction
62(1)
Paracrisis
63(1)
Conclusion
64(1)
Discussion Questions
65(1)
5 Crisis Preparation: Part I
66(24)
Diagnosing Vulnerabilities
66(1)
Assessing Crisis Types
67(1)
Selecting and Training a Crisis Management Team
68(12)
Functional Areas
69(1)
Task Analysis
70(2)
Group Decision Making
72(2)
Working as a Team
74(1)
Enacting the Crisis Management Plan
74(1)
Listening
74(1)
Implications for Crisis Team Selection
74(1)
Applications for Training
75(3)
Improvisation's Relationship to Crisis Team Training
78(1)
Special Considerations
79(1)
Selecting and Training a Spokesperson
80(8)
The Spokesperson's Role
80(1)
Media-Specific Tasks of the Spokesperson
81(2)
Appearing Pleasant on Camera
83(1)
Answering Questions Effectively
84(1)
Presenting Crisis Information Clearly
85(1)
Handling Difficult Questions
86(1)
Spokespersons in a Digital World
87(1)
Conclusion
88(1)
Discussion Questions
89(1)
6 Crisis Preparation: Part II
90(19)
Developing a Crisis Management Plan
90(10)
Value
90(1)
Components
91(6)
Crisis Appendix
97(2)
The CMP Is Not Enough
99(1)
Other Related Plans
99(1)
Reviewing the Crisis Communication System
100(7)
Mass Notification System
101(1)
Crisis Control Center
101(2)
Intranets and Internet
103(4)
Stakeholders and Preparation
107(1)
Conclusion
107(1)
Discussion Questions
108(1)
7 Crisis Recognition
109(20)
Selling the Crisis
110(8)
Crisis Framing: A Symbolic Response to Crises
111(1)
Crisis Dimensions
111(2)
Expertise of the Dominant Coalition
113(1)
Persuasiveness of the Presentation
114(1)
Organizing the Persuasive Effort
115(1)
Resistance to Crises
116(2)
Crises and Information Needs
118(1)
Crises as Information Processing and Knowledge Management
118(1)
The Unknown
119(1)
Information Gathering
119(1)
Information Processing: The Known
120(1)
Information-Processing Problems
120(3)
Serial Reproduction Errors
120(1)
The MUM Effect
121(1)
Message Overload
121(1)
Information Acquisition Biases
121(1)
Group Decision-Making Errors
122(1)
Summary
122(1)
Information-Processing Mechanisms
123(4)
Structural Elements
123(2)
Procedural Elements
125(1)
Training
126(1)
Conclusion
127(1)
Discussion Questions
128(1)
8 Crisis Response
129(33)
Form of the Crisis Response
130(6)
Responding Quickly
131(2)
Speaking With One Voice: Consistency
133(1)
Openness
134(2)
A Strategic Focus in Crisis Communication
136(3)
Objectives: What Crisis Communication Hopes to Accomplish
136(2)
The Target Audience for Crisis Response Strategies
138(1)
Content of the Crisis Response
139(5)
Instructing Information: Physical Harm
139(3)
Adjusting Information: Psychological Well-being
142(2)
Reputation Management
144(1)
Crisis Response and Strategies
144(11)
Evaluating Reputational Threat
150(1)
Effects of Credibility and Prior Reputation on Crisis Response Strategies
151(4)
Social Media Considerations
155(3)
Follow-Up Communication
158(2)
Conclusion
160(1)
Discussion Questions
161(1)
9 Postcrisis Concerns
162(16)
Crisis Evaluation
162(8)
Crisis Management Performance Evaluation
163(1)
Data Collection
163(1)
Organizing and Analyzing the Crisis Management Performance Data
164(2)
Impact Evaluation
166(1)
Specific Measures: Assessing Objectives
166(1)
General Measures
167(3)
Summary
170(1)
Memory and Learning
170(2)
Postcrisis Actions
172(4)
The Big Picture
176(1)
Conclusion
177(1)
Discussion Questions
177(1)
Epilogue 178(11)
Appendix: Possible Case Studies 189(6)
References 195(20)
Index 215(25)
About the Author 240
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.