Ongoing crisis communication: planning, managing, and responding
Gespeichert in:
| Beteilige Person: | |
|---|---|
| Format: | Buch |
| Sprache: | Englisch |
| Veröffentlicht: |
Los Angeles [u.a.]
Sage
2012
|
| Ausgabe: | 3. ed. |
| Schlagwörter: | |
| Links: | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=022548829&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=022548829&sequence=000004&line_number=0002&func_code=DB_RECORDS&service_type=MEDIA |
| Beschreibung: | Includes bibliographical references and index |
| Umfang: | XV, 231 S. |
| ISBN: | 9781412983105 141298310X |
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Datensatz im Suchindex
| _version_ | 1819249433511985152 |
|---|---|
| adam_text | Detailed Contents
Preface
xi
Acknowledgments
xv
Chapter
1:
A Need for More Crisis Management Knowledge
1
Crisis Management Defined
2
Crisis Defined
2
Crisis Management
5
The Initial Crisis Management Framework
6
Past Staged Approaches to Crisis Management
7
Outline of the Three-Stage Approach
10
Precrisis
11
Crisis Event
12
Postcrisis
12
Importance of Crisis Management
13
Value of Reputations
14
Stakeholder Activism
14
Communication
Technologies
15
Broader View of Crises
16
Negligent Failure to Plan
16
Conclusion
17
Discussion Questions
18
Chapter
2:
Effects of the Online World on
Crisis Communication and Crisis Management
19
The Online Environment: Multiple
Communication Channels
20
Effects on Crisis Communication
25
Precrisis
25
Crisis Response
27
Postcrisis
28
Conclusion
29
Discussion Questions
29
Chapter
3:
Proactive Management Functions
and Crisis Management
31
The Proactive Management Functions
32
Issues Management
32
Reputation Management
35
Risk Management
40
Interrelationship Among the Proactive
Management Functions
43
Conclusion
44
Discussion Questions
45
Chapter
4:
The Crisis Prevention Process
47
Identify the Sources to Scan
47
Collect the Information
56
Analyze the Information
58
Summary
63
Action
66
Evaluation
67
Paracrisis
69
Conclusion
69
Discussion Questions
70
Chapter
5:
Crisis Preparation: Part I
71
Diagnosing Vulnerabilities
71
Assessing Crisis Types
72
Selecting and Training a Crisis
Management Team
74
functional Areas
75
Task Analysis
75
Group Decision Making
76
Working as a Team
80
Tnacting the Crisis Management Plan
80
Listening
81
Implications for Crisis Team Selection
81
Applications for Training
82
Special Considerations
85
Selecting and Training a Spokesperson
86
The Spokesperson s Role
86
Media-Specific Tasks of the Spokesperson
88
Internet Considerations for Spokespersons
95
Conclusion
96
Discussion Questions
96
Chapter
6:
Crisis Preparation: Part II
Developing a Crisis Management Plan
99
Value
99
Components
100
Crisis Appendix
104
The CMP Is Not Enough
106
Other Related Plans
107
Reviewing the Crisis Communication System
107
Mass Notification System
108
Crisis Control Center
108
The Intranet and Internet
110
Stakeholders and Preparation
113
Conclusion
114
Discussion Questions
114
Chapter
7:
Crisis Recognition
Selling the Crisis
116
Crisis Framing: A Symbolic Response to Crises
117
Crisis Dimensions
117
Expertise of the Dominant Coalition
120
Persuasiveness of the Presentation
120
Organizing the Persuasive Effort
122
Resistance to Crises
123
Crises and Information Needs
125
Crises as Information Processing
and Knowledge Management
126
The Unknown
126
Information Gathering
127
Information Processing: The Known
127
Information-Processing Problems
128
Serial Reproduction Errors
128
The MUM Effect
129
Message Overload
129
Information Acquisition Biases
130
Group Decision-Making Errors
131
Summary
131
Information-Processing Mechanisms
131
Structural Elements
132
Procedural Efforts
134
Training
136
Conclusion
138
Discussion Questions
138
Chapter
8:
Crisis Response
139
Form of the Crisis Response
139
Responding Quickly
140
Speaking With One Voice: Consistency
143
Openness
144
Content of the Crisis Response
146
Instructing Information
146
Adjusting Information
148
Reputation Management
152
Crisis Response Strategies
154
tvaluating Reputational Threat
157
Effects of Credibility and Prior Reputation
on Crisis Response Strategies
160
Social Media Considerations
163
Follow-Up Communication
165
Conclusion
167
Discussion Questions
168
Chapter
9:
Postcrisis Concerns
169
Crisis Evaluation
169
Crisis Management Performance
Evaluation
170
Impact Evaluation
173
Summary
178
Memory and Learning
178
Postcrisis Actions
180
Conclusion
184
Discussion Questions
184
Epilogue: Lessons and Challenges for Crisis Communication
185
Evidence-Based Crisis Communication
186
Crisis Communication Lessons, Recommendations,
and Trends
187
Trends as Challenges
189
Social Media
189
International Crises
190
Technology
191
Conclusion
191
Discussion Questions
192
Appendix: Possible Case Studies
193
References
199
Index
219
About the Author
231
THIRD EDITION
Ongoing Crisis
Communication
Crisis communication is the lifeblood of crisis management: When communication
is ineffective, so is the crisis management effort. Emphasizing the role of
communication, W. Timothy Coombs uses a three-stage approach to crisis
management
—
precrisis, crisis, and
postcrisis.
He reviews the latest research,
explains how crisis communication can prevent or reduce the threats of a crisis,
and provides guidelines for how best to act and react in an emergency situation.
NEW TO THE THIRD EDITION
•
Provides a new Chapter
2
on the Internet and social media, showing how
social media has become both a tool for recognizing warning signs as well as
a key channel for communicating with stakeholders during a crisis.
•
Updates discussions throughout to reflect the importance of the online world
by exploring the concept of
paracrisis,
covering online preparations organizations
should make, considering the effects of social media on crisis response, and
exploring the emergence of online memorials.
•
Integrates crisis management with three other proactive management
functions
—
issues management, risk management, and reputation
management
—
demonstrating that the best way to manage a crisis
is to prevent one.
•
Offers a new Epilogue summarizing key lessons for managers from the vast
crisis communication research literature,
KEY FEATURES
•
What Would You Do? cases with information from real crisis events are
included throughout the book. Series of questions allow students to apply
concepts in the chapter to the case.
•
Discussion questions are provided at the end of chapters, helping readers
extend their understanding of the material.
|
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| language | English |
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| spellingShingle | Coombs, W. Timothy Ongoing crisis communication planning, managing, and responding Crisis management Communication in management Krisenmanagement (DE-588)4127374-6 gnd Krise (DE-588)4033203-2 gnd Öffentlichkeitsarbeit (DE-588)4043188-5 gnd Unternehmen (DE-588)4061963-1 gnd Kommunikation (DE-588)4031883-7 gnd |
| subject_GND | (DE-588)4127374-6 (DE-588)4033203-2 (DE-588)4043188-5 (DE-588)4061963-1 (DE-588)4031883-7 |
| title | Ongoing crisis communication planning, managing, and responding |
| title_auth | Ongoing crisis communication planning, managing, and responding |
| title_exact_search | Ongoing crisis communication planning, managing, and responding |
| title_full | Ongoing crisis communication planning, managing, and responding W. Timothy Coombs |
| title_fullStr | Ongoing crisis communication planning, managing, and responding W. Timothy Coombs |
| title_full_unstemmed | Ongoing crisis communication planning, managing, and responding W. Timothy Coombs |
| title_short | Ongoing crisis communication |
| title_sort | ongoing crisis communication planning managing and responding |
| title_sub | planning, managing, and responding |
| topic | Crisis management Communication in management Krisenmanagement (DE-588)4127374-6 gnd Krise (DE-588)4033203-2 gnd Öffentlichkeitsarbeit (DE-588)4043188-5 gnd Unternehmen (DE-588)4061963-1 gnd Kommunikation (DE-588)4031883-7 gnd |
| topic_facet | Crisis management Communication in management Krisenmanagement Krise Öffentlichkeitsarbeit Unternehmen Kommunikation |
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