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E-grāmata: Ongoing Crisis Communication: Planning, Managing, and Responding

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  • Formāts: 256 pages
  • Izdošanas datums: 18-Dec-2018
  • Izdevniecība: SAGE Publications Inc
  • Valoda: eng
  • ISBN-13: 9781544331980
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Ongoing Crisis Communication: Planning, Managing, and RespondingPalielināt
  • Formāts: 256 pages
  • Izdošanas datums: 18-Dec-2018
  • Izdevniecība: SAGE Publications Inc
  • Valoda: eng
  • ISBN-13: 9781544331980
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Ongoing Crisis Communication: Planning, Managing, and Responding provides an integrated approach to crisis communication that spans the entire crisis management process and crosses various disciplines. A truly integrative and comprehensive text, this book 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. The Fifth Edition includes new coverage of social media, social networking sites, and terrorist threats and includes expanded discussions of internal crisis communication and intuition in decision making.


Preface xiii
Acknowledgments xvii
Chapter 1 A Need for More Crisis Management Knowledge
1(18)
Crisis Management Defined
2(6)
Disaster Defined
2(1)
Organizational Crisis Defined
3(3)
Crisis Management
6(2)
The Initial Crisis Management Framework
8(2)
Past Staged Approaches to Crisis Management
9(1)
Outline of the Three-Stage Approach
10(1)
Precrisis
10(1)
Crisis Event
11(1)
Postcrisis
11(1)
A More Advanced View: The Regenerative Model of Crisis
11(2)
Importance of Crisis Management
13(4)
Value of Reputations
13(1)
Stakeholder Activism
14(1)
Digital Naturals
15(1)
Broader View of Crises
15(1)
Negligent Failure to Plan
16(1)
Employer Duty of Care
16(1)
Crisis Leadership: An Overlooked Resource
17(1)
Conclusion
17(1)
Discussion Questions
18(1)
Chapter 2 Risk as the Foundation for Crisis Management and Crisis Communication
19(14)
Enterprise Risk Management
19(10)
Issues Management
20(2)
Reputation Management
22(4)
Risk Management
26(3)
Boyd's OODA Loop
29(1)
Conclusion
30(1)
Discussion Questions
30(3)
Chapter 3 The Crisis Mitigation Process: Building Crisis Resistant Organizations
33(24)
Observe: Finding Red Flags
34(8)
Internal
36(6)
Orient: Collect the Information
42(1)
Orient: Analyze the Information
43(8)
Summary
48(3)
Decide and Act: Take Preventive Action
51(1)
Evaluate the Effectiveness of the Threat Reduction
52(3)
Paracrises: A Review of Action and Evaluation
53(2)
Conclusion
55(1)
Discussion Questions
55(2)
Chapter 4 Crisis Preparing: Part I
57(30)
Diagnosing Vulnerabilities
57(1)
Assessing Crisis Types
58(3)
Selecting and Training a Crisis Management Team
61(15)
Functional Areas
62(2)
Soft Skills
64(1)
Task Analysis
64(2)
Group Decision-Making
66(3)
Working as a Team
69(1)
Enacting the Crisis Communication Plan
70(1)
Listening
70(1)
Implications for Crisis Management Team Selection
70(1)
Applications for Training
71(3)
Improvisation's Relationship to Crisis Management Team Training
74(1)
Special Considerations
75(1)
Selecting and Training a Spokesperson
76(9)
The Spokesperson's Role
76(1)
Media-Specific Tasks of the Spokesperson
77(2)
Appearing Pleasant on Camera
79(1)
Answering Questions Effectively
80(1)
Presenting Crisis Information Clearly
81(1)
Handling Difficult Questions
82(1)
Spokespersons in a Digital World
83(2)
Resilience: Training for All Employees
85(1)
Conclusion
85(1)
Discussion Questions
86(1)
Chapter 5 Crisis Preparing: Part II
87(20)
Developing a Crisis Communication Plan
87(13)
Value
87(1)
Components
88(4)
Crisis Appendix
92(6)
The CCP Alone is Not Enough
98(1)
Other Related Plans
99(1)
Reviewing the Crisis Communication System
100(4)
Mass Notification System
100(1)
Crisis Control Center
101(1)
Social Intranet: Internal Digital Platforms
102(2)
Stakeholders and Preparation
104(2)
Conclusion
106(1)
Discussion Questions
106(1)
Chapter 6 Recognizing Crises
107(22)
Selling the Crisis
108(8)
Crisis Framing: A Symbolic Response to Crises
109(1)
Crisis Dimensions
109(3)
Expertise of Top Management
112(1)
Persuasiveness of the Presentation
112(1)
Organizing the Persuasive Effort
113(1)
Resistance to Crises
114(2)
Crises and Information Needs
116(1)
Crises as Information Processing and Knowledge Management
116(1)
The Unknown
117(1)
Information Gathering
117(1)
Information Processing: The Known
118(1)
Information-Processing Problems
118(3)
Serial Reproduction Errors
118(1)
The MUM Effect
119(1)
Message Overload
119(1)
Information Acquisition Biases
119(1)
Group Decision-Making Errors
120(1)
Summary
120(1)
Information-Processing Mechanisms
121(5)
Structural Elements
121(2)
Procedural Elements
123(2)
Training
125(1)
Conclusion
126(1)
Discussion Questions
126(3)
Chapter 7 Crisis Responding
129(34)
Form of the Crisis Response
130(7)
Responding Quickly
130(3)
Speaking With One Voice: Consistency
133(2)
Transparency: The New Openness
135(2)
A Strategic Focus in Crisis Communication
137(5)
Objectives: What Crisis Communication Hopes to Accomplish
137(2)
The Target Audiences for Crisis Response Strategies
139(1)
Communication Channels and Platforms for Crisis Communication
140(1)
Immediate Feedback and Crisis Communication
141(1)
The Sources for Crisis Communication
141(1)
How It All Comes Together
142(1)
Content of the Crisis Response
142(7)
Instructing Information: Physical Harm
143(1)
Adjusting Information: Psychological Well-Being
144(4)
Reputation Management
148(1)
Crisis Response Strategies
149(10)
Evaluating Reputational Threats
151(5)
Effects of Credibility on Crisis Response Strategies
156(3)
Crisis Communication is Not Magic
159(1)
Follow-Up Communication
159(2)
Conclusion
161(1)
Discussion Questions
161(2)
Chapter 8 Postcrisis Concerns
163(18)
Crisis Evaluation
163(8)
Crisis Management Performance Evaluation
164(1)
Data Collection
164(1)
Organizing and Analyzing the Crisis Management Performance Data
165(2)
Impact Evaluation
167(1)
Specific Measures: Assessing Objectives
167(2)
General Measures
169(2)
Summary
171(1)
Knowledge Management: Organizational Memory and Learning
171(4)
Organizational Memory
171(1)
Organizational Learning
172(2)
Knowledge Management: Connecting the Pieces
174(1)
Continuity of Actions
175(1)
Memorials and Shrines
176(3)
The Big Picture
179(1)
Conclusion
180(1)
Discussion Questions
180(1)
Epilogue 181(6)
Musings: Taking an Evidence-Based Approach Seriously
181(1)
Musings: Simplicity, Complexity, and Effectiveness
182(1)
Musings: Time and Crises
182(3)
Conclusion
185(1)
Discussion Questions
186(1)
Appendix: Possible Case Studies 187(8)
References 195(22)
Index 217(18)
About the Author 235
Biežāk uzdotie jautājumi par e-grāmatām Biežāk uzdotie jautājumi par e-grāmatām
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