Crisis communication is the life blood of crisis management: when communication is ineffective so is the crisis management effort. This book emphasizes the role of communication throughout the crisis management process. W. Timothy Coombs uses a three-staged approach to crisis management - pre-crisis, crisis, and post-crisis. 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:
* A new chapter on the Internet and social media, showing how it has become both a tool for recognizing warning signs as well as a key channel for communicating with stakeholders during a crisis
* Updated discussion throughout to reflect the importance of the online world: The book explores the concept of paracrisis; covers online preparations organizations should make; considers the effects of social media on the crisis response; and explores 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
* A new epilogue summarizing key lessons for managers from the vast crisis communication research literature.
Key Features:
* "What would you do?" cases are included throughout. With information from a real crisis event, a series of questions allow students to apply concepts in the chapter to the case
* Discussion Questions are provided at the end of each chapter, helping readers extend their understanding of the material.
Rezensionen / Stimmen
"Coombs is successful in linking effective crisis planning to the effective navigation of diverse sets of crisis management writings and diverse areas of knowledge ranging from small-group decision making to evaluation methods... the depth of information received within each chapter as both individual chapters and a collection of chapters makes this book a definite read for organization practitioners in many fields and education. The book is suitable for a variety of industry practitioners, scholars, faculty, and students in fields as communication studies, public relations, business management, and emergency management." -- Jennifer F. Wood Ph.D.
Auflage
Sprache
Verlagsort
Zielgruppe
Für höhere Schule und Studium
Editions-Typ
Maße
Höhe: 229 mm
Breite: 152 mm
Gewicht
ISBN-13
978-1-4129-8310-5 (9781412983105)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Klassifikation
W. Timothy Coombs (PhD Purdue University in Public Affairs and Issues Management) is the George T and Glady H Abell Professor in Liberal Arts in Department of Communication at Texas A&M University. His primary areas of research are crisis communication and CSR including the award-winning book Ongoing Crisis Communication. He is the current editor for Corporation Communication: An International Journal. His research has appeared in Management Communication Quarterly, Public Relations Review, Corporate Reputation Review, Journal of Public Relations Research, Journal of Communication Management, Business Horizons, and the Journal of Business Communication.
Preface
1. A Need for More Crisis Management Knowledge
Crisis Management Defined
The Initial Crisis Management Framework
Outline of the Three-Stage Approach
Importance of Crisis Management
Conclusion
Discussion Questions
2. Effects of the Online World on Crisis Communication and Crisis Management
The Online Environment: Multiple Communication Channels
Effects on Crisis Communication
Conclusion
3. Proactive Management Functions and Crisis Management
The Proactive Management Functions
Interrelationship Among the Proactive Management Functions
Conclusion
Discussion Questions
4. The Crisis Prevention Process
Identify the Sources to Scan
Collect the Information
Analyze the Information
Summary
Action
Evaluation
Conclusion
Discussion Questions
5. Crisis Preparation: Part I
Diagnosing Vulnerabilities
Assessing Crisis Types
Selecting and Training a Crisis Management Team
Selecting and Training a Spokesperson
Conclusion
Discussion Questions
6. Crisis Preparation: Part II
Developing a Crisis Management Plan
Reviewing the Crisis Communication System
Stakeholders and Preparation
Conclusion
Discussion Questions
7. Crisis Recognition
Selling the Crisis
Crises and Information Needs
Information Gathering
Information Processing: The Known
Information-Processing Problems
Information-Processing Mechanisms
Conclusion
Discussion Questions
8. Crisis Response
Form of the Crisis Response
Content of the Crisis Response
Crisis Response Strategies
Social Media Considerations
Follow-Up Communication
Conclusion
Discussion Questions
9. Postcrisis Concerns
Crisis Evaluation
Memory and Learning
Postcrisis Actions
Conclusion
Discussion Questions
Epilogue: Lessons and Challenges for Crisis Communication
Appendix: Possible Case Studies
References
