Effective Crisis Communication Moving from Crisis to Opportunity

Name: Effective Crisis Communication Moving from Crisis to Opportunity
Availability: OutOfStock
ISBN: 9781412980340

ISBN-10: 1412980348

ISBN-13: 9781412980340

Edition: 2nd 2011

Authors: Robert R. Ulmer, Timothy L. Sellnow, Matthew W. Seeger

List price: $46.99

30 day, 100% satisfaction guarantee!

Out of stock

We're sorry. This item is currently unavailable.

what's this?

Rush Rewards U
Members Receive:

You have reached 400 XP and carrot coins. That is the daily max!

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 9.00" long x 0.55" tall
Weight: 0.792
Language: English

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…

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…

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…



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