Effective Crisis Communication Moving from Crisis to Opportunity

ISBN-10: 1412980348
ISBN-13: 9781412980340
Edition: 2nd 2011
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Book details

List price: $46.99
Edition: 2nd
Copyright year: 2011
Publisher: SAGE Publications, Incorporated
Publication date: 1/11/2011
Binding: Paperback
Pages: 264
Size: 6.00" wide x 9.25" long x 0.50" tall
Weight: 1.034
Language: English

Timothy L. Sellnow is Professor of Risk and Crisis Communication in the Department of Communication at the University of Kentucky, Lexington, and currently serves as theme leader for the risk communication research team at the National Center for Food Protection and Defense, a Center of Excellence sponsored by the Department of Homeland Security. Sellnow's primary research and teaching focus is on risk and crisis communication. Much of his recent research focuses on strategic communication for mitigating the impact of and maintaining resilience in response to potential terrorist attacks--particularly bioterrorism. His work on crisis, risk, and communication has appeared in the Handbook of Crisis and Risk Communication ; International Encyclopedia of Communication ; Communication Yearbook , Public Relations Review ; Communication Studies ; Journal of Business Ethics ; and many others. Sellnow is the co-author of three books on crisis and risk communication and is the past editor of the Journal of Applied Communication Research .

Matthew W. Seeger is Professor and Chair of the Department of Communication at Wayne State University. His research interests concern crisis and risk communication, crisis response and agency coordination, health communication, the role of media in crisis, crisis and communication ethics, failure of complex systems, and post-crisis renewal. He has worked closely with the United States Centers for Disease Control and Prevention on communication and the anthrax attack and on communication and pandemic influenza preparedness. He is an affiliate of the National Center for Food Protection and Defense where he studies issues of food safety and recalls. His work has appeared in the Handbook of Crisis and Risk Communication , International Encyclopedia of Communication , Journal of Health Communication Research , Journal of Applied Communication Research , and the Journal of Organizational Change Management , among many others. Seeger is the author or co-author of five books on crisis and risk communication.

Robert R. Ulmer is Professor and Chair of the Department of Speech Communication at the University of Arkansas at Little Rock. He also holds two secondary appointments in the College of Public Health at the University of Arkansas Medical Sciences. His teaching, research, and consulting interests focus on creating effective risk and crisis communication through renewal, growth, collaboration, and opportunity. He has served as a consultant working with a wide variety of public, private, governmental, and not-for-profit organizations on how to effectively prepare for and manage risk and crises effectively. He has published articles in M anagement Communication Quarterly ; Communication Yearbook ; The Journal of Business Ethics ; Public Relations Review ; the Journal of Organizational Change Management ; the Journal of Applied Communication Research ; the Handbook of Crisis Communication ; The Handbook of Risk and Crisis Communication , The Encyclopedia of Public Relations ; and The Handbook of Public Relations .

Preface
Acknowledgments
The Lessons
Defining Crisis Communication
A Definition of Crisis Communication
A Working Definition
Crisis and Risk
Types of Crises
The Significance of Crisis in a Global Environment
Defining Crisis Communication Theory and Practice
Crisis Communication Theories That Describe, Explain, and Prescribe
Understanding and Defining the Threat Bias in Crisis Communication
Summary
References
Lessons on Managing Crisis Uncertainty
Defining Uncertainty
Unexpected Crises and Uncertainty
Nonroutine Crisis Events and Uncertainty
Threat Perception and Uncertainty
Short Response Time and Uncertainty
The Impact of Crisis-Induced Uncertainty on Stakeholders
Managing Communication Ambiguity Ethically During Crisis
Consistent Questions of Ambiguity
Training, Simulations, and Uncertainty
Belief Structures and Uncertainty
Summary
Lessons on Uncertainty and Crisis Communication
References
Lessons on Effective Crisis Communication
Determining Your Goals
Partnering With Crisis Audiences
Understanding the Diversity of Your Audiences
Primary and Secondary Stakeholders Defined
Communicating With Underrepresented Populations During Crisis
A Word on Partnerships and Listening
What Information Do Stakeholders Need Following a Crisis?
Is Certain Communication Always the Best Approach?
Be Careful of Overreassuring Your Stakeholders
Tell Your Stakeholders How to Protect Themselves
Reducing and Intensifying Uncertainty Before, During, and After Organizational Crises
Social Media and Effective Crisis Communication
The Power of Positive Thinking
Summary
Lessons on Communicating Effectively in Crisis Situations
References
Lessons on Effective Crisis Leadership
The Importance of Effective Leadership
Why Visibility Following a Crisis Is Important
Developing Networks of Support
Being Available, Open, and Honest
The Impact of Leadership on Renewal Following a Crisis
Ineffective Leadership During a Crisis
What Makes an Effective Crisis Leader?
Leadership Virtues
Managing Uncertainty, Responding, Resolving, and Learning From Crisis
Summary
Lessons on Effective Crisis Leadership
References
Applying the Lessons
Examples of Success and Failure in Industrial Accidents
Lessons on Uncertainty: Tennessee Valley Authority and the Kingston Ash Slide
Missed Opportunities in Crisis Preparation and Planning
Tennessee Valley Authority's Response to an Uncertain Crisis
You Make the Call
Managing Uncertainty in Industrial Accidents: Lessons on Uncertainty and Crisis Communication
Summary
Lessons on Effective Crisis Communication: A Plant Fire at Maiden Mills
Crisis Preparation and Planning
Courageous Communication in the Wake of a Disaster
You Make the Call
Communication Effectiveness and Ineffectiveness in Industrial Accidents: Lessons on Communicating Effectively in Crisis Situations
Summary
Lessons on Leadership: A Fire at Cole Hardwood
Crisis Planning and Preparation
Leading Instinctively After a Disaster
You Make the Call
Leadership Successes and Failures in Industrial Accidents: Lessons on Effective Crisis Leadership
Summary
References
Examples of Success and Failure During Outbreaks of Food-Borne Illness
Lessons on Uncertainty: King Car's Response to the 2008 Melamine Crisis
Reducing Crisis Uncertainty
A Guiding Vision for King Car's Crisis Communication
Initial Crisis Communication
The Recall
Critical Acclaim
You Make the Call
Managing Uncertainty in Food-Borne Illness Outbreaks: Lessons on Uncertainty and Crisis Communication
Summary
Lessons on Effective Crisis Communication: Long-Term Complexities in the Tainted Odwalla Apple Juice Crisis
Challenges for Multiple Stakeholders
Odwalla's Crisis Response
Impact on Stakeholders
You Make the Call
Lessons on Communicating Effectively in Crisis Situations: Communicating Effectively and Ineffectively During Food-Borne Illness Outbreaks
Summary
The Largest Food-Borne Illness Outbreak in History: Schwan's Sales Enterprises
A Guiding Philosophy
Schwan's Crisis Response
Learning From the Crisis
You Make the Call
Leadership Successes and Failures in Food-Borne Illness Outbreaks: Lessons on Effective Crisis Leadership
Summary
References
Examples of Success and Failure in Response to Terrorism
Crisis Uncertainty: The Case of 9/11
You Make the Call
Managing Uncertainty During Terrorism: Lessons on Uncertainty and Crisis Communication
Summary
Effective Crisis Communication: The Oklahoma City Bombing
You Make the Call
Communicating Effectively and Ineffectively During Terrorism: Lessons on Communicating Effectively in Crisis Situations
Summary
Leadership During a Terrorist Attack: Coping With 9/11 by Rebuilding
Cantor Fitzgerald's Precrisis Reputation
Howard Lutnick's Crisis Response
Reservoir of Goodwill
Post-9/11: Recovery, Remembrance, and Renewal
You Make tire Call
Leadership Successes and Failures During Terrorism: Lessons of the Role of Leaders in Crisis Situations
Summary
References
Examples of Success and Failure During Natural Disasters
1997 Red River Valley Floods
Predicting Floodwaters in the Red River Valley
Communicating to the Public About Crest Levels
Understanding the National Weather Service's Response to the Red River Valley Floods
You Make the Call
Managing Uncertainty in Natural Disasters: Lessons on Uncertainty and Crisis Communication
Summary
Rural Renewal After a Tornado in Greensburg, Kansas
Initial Framing of the Crisis
Consequences of a Bold Environmental Vision Following the Tornado
Community Response
You Make the Call
Communicating Effectively and Ineffectively During Natural Disasters: Lessons on Communicating Effectively in Crisis Situations
Summary
Hurricane Katrina
You Make the Call
Leadership Successes and Failures During Natural Disasters: Lessons on Effective Crisis Leadership
Summary
References
Examples of Success and Failure During Financial Crises
Enron
Leadership Communication
Divergent Corporate Values
Responsibility to Be Informed
Openness to Signs of Problems
You Make the Call
Managing Uncertainty During Financial Crises: Lessons on Uncertainty and Crisis Communication
Summary
Lessons on Effective Crisis Communication: A Costly YouTube Hoax for Domino's Pizza
Unusual Challenges for Domino's
Domino's Crisis Response
You Make the Call
Communicating Effectively and Ineffectively During Financial Crises: Lessons on Communicating Effectively in Crisis Situations
Summary
Rising From the Wreckage: General Motors and the Crash of 2008-2009
General Motors's Initial Response to the Crisis
A Second Attempt to Respond to the Crisis
Bankruptcy at General Motors and Chrysler
Televising and Promoting a New Vision at General Motors
You Make the Call
Leadership Successes and Failures During Financial Crises: Lessons on Effective Crisis Leadership
Summary
References
The Opportunities
Learning Through Failure
Failing to Learn From Failure
Learning Through Failure
Vicarious Learning
Organizational Memory
Unlearning
Summary
References
Risk Communication
Distinguishing Between Risk and Crisis
Identifying Risk
Mindfulness
Analyzing Multiple Audiences
Convergence Theory and Risk Communication
Responsible Risk Communication
Summary
References
Responding to the Ethical Demands of Crisis
Ethics
Corporations as Moral Agents
Values
Values and Crisis
Responsibility and Accountability
Access to Information
Humanism and Care
The Role of Values in a Crisis Response
Summary
References
Crisis as Inspiring Renewal Through Effective Crisis Communication
Considering the Opportunities Associated With Crisis
Theoretical Components of the Discourse of Renewal
Summary of the Discourse of Renewal
Understanding Renewal: Consequences of Considering Opportunities During Crisis
Understanding the Misconceptions Associated With Crises and Crisis Communication
Summary
References
Index
About the Authors

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