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Ongoing Crisis Communication Planning, Managing, and Responding

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ISBN-10: 141298310X

ISBN-13: 9781412983105

Edition: 3rd 2012

Authors: W. Timothy Coombs

List price: $76.00
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Book details

List price: $76.00
Edition: 3rd
Copyright year: 2012
Publisher: SAGE Publications, Incorporated
Publication date: 1/24/2011
Binding: Paperback
Pages: 248
Size: 6.00" wide x 8.75" long x 0.50" tall
Weight: 0.968
Language: English

Dr. W. Timothy Coombs (PhD, Public Affairs and Issues Management, Purdue University) is a professor in the Nicholson School of Communication at the University of Central Florida. His crisis management books include the award-winning Ongoing Crisis Communication: Code Red in the Boardroom as well as The Handbook of Crisis Communication (with Sherry Holladay). His crisis communication research was awarded the 2002 Jackson, Jackson & Wagner Behavioral Science Prize from the Public Relations Society of America. Dr. Coombs has published more than 40 research articles, most focusing on crisis communication, as well as more than 30 book chapters on the subject. He has worked with consulting firms in the U.S. and Europe on ways to improve crisis communication efforts for their clients, and has been invited by governments and businesses around the world to present his ideas and insights into crisis communication.

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