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Preface | |
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Acknowledgments | |
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A Need for More Crisis Management Knowledge | |
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Crisis Management Defined | |
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Crisis Defined | |
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Crisis Management | |
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The Initial Crisis Management Framework | |
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Past Staged Approaches to Crisis Management | |
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Outline of the Three-Stage Approach | |
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Precrisis | |
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Crisis Event | |
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Postcrisis | |
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Importance of Crisis Management | |
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Value of Reputations | |
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Stakeholder Activism | |
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Communication Technologies | |
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Broader View of Crises | |
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Negligent Failure to Plan | |
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Conclusion | |
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Discussion Questions | |
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Effects of the Online World on Crisis Communication and Crisis Management | |
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The Online Environment: Multiple Communication Channels | |
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Effects on Crisis Communication | |
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Precrisis | |
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Crisis Response | |
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Postcrisis | |
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Conclusion | |
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Discussion Questions | |
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Proactive Management Functions and Crisis Management | |
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The Proactive Management Functions | |
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Issues Management | |
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Reputation Management | |
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Risk Management | |
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Interrelationship Among the Proactive Management Functions | |
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Conclusion | |
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Discussion Questions | |
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The Crisis Prevention Process | |
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Identify the Sources to Scan | |
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Collect the Information | |
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Analyze the Information | |
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Summary | |
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Action | |
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Evaluation | |
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Paracrisis | |
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Conclusion | |
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Discussion Questions | |
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Crisis Preparation: Part I | |
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Diagnosing Vulnerabilities | |
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Assessing Crisis Types | |
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Selecting and Training a Crisis Management Team | |
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Functional Areas | |
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Task Analysis | |
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Group Decision Making | |
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Working as a Team | |
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Enacting the Crisis Management Plan | |
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Listening | |
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Implications for Crisis Team Selection | |
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Applications for Training | |
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Special Considerations | |
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Selecting and Training a Spokesperson | |
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The Spokesperson's Role | |
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Media-Specific Tasks of the Spokesperson | |
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Internet Considerations for Spokespersons | |
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Conclusion | |
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Discussion Questions | |
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Crisis Preparation: Part II | |
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Developing a Crisis Management Plan | |
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Value | |
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Components | |
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Crisis Appendix | |
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The CMP is Not Enough | |
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Other Related Plans | |
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Reviewing the Crisis Communication System | |
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Mass Notification System | |
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Crisis Control Center | |
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The Intranet and Internet | |
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Stakeholders and Preparation | |
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Conclusion | |
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Discussion Questions | |
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Crisis Recognition | |
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Selling the Crisis | |
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Crisis Framing: A Symbolic Response to Crises | |
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Crisis Dimensions | |
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Expertise of the Dominant Coalition | |
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Persuasiveness of the Presentation | |
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Organizing the Persuasive Effort | |
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Resistance to Crises | |
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Crises and Information Needs | |
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Crises as information Processing and Knowledge Management | |
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The Unknown | |
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Information Gathering | |
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Information Processing: The Known | |
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Information-Processing Problems | |
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Serial Reproduction Errors | |
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The MUM Effect | |
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Message Overload | |
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Information Acquisition Biases | |
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Group Decision-Making Errors | |
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Summary | |
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Information-Processing Mechanisms | |
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Structural Elements | |
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Procedural Efforts | |
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Training | |
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Conclusion | |
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Discussion Questions | |
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Crisis Response | |
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Form of the Crisis Response | |
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Responding Quickly | |
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Speaking With One Voice: Consistency | |
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Openness | |
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Content of the Crisis Response | |
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Instructing Information | |
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Adjusting Information | |
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Reputation Management | |
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Crisis Response Strategies | |
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Evaluating Reputational Threat | |
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Effects of Credibility and Prior Reputation on Crisis Response Strategies | |
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Social Media Considerations | |
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Follow-Up Communication | |
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Conclusion | |
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Discussion Questions | |
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Postcrisis Concerns | |
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Crisis Evaluation | |
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Crisis Management Performance Evaluation | |
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Impact Evaluation | |
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Summary | |
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Memory and Learning | |
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Postcrisis Actions | |
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Conclusion | |
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Discussion Questions | |
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Epilogue: Lessons and Challenges for Crisis Communication | |
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Evidence-Based Crisis Communication | |
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Crisis Communication Lessons, Recommendations, and Trends | |
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Trends as Challenges | |
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Social Media | |
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International Crises | |
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Technology | |
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Conclusion | |
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Discussion Questions | |
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Appendix: Possible Case Studies | |
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References | |
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Index | |
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About the Author | |