Effective Crisis Communication
Moving From Crisis to Opportunity
2nd Edition
Published on 2. January 2011
Book
Hardback
264 pages
978-1-4129-8033-3 (ISBN)
Description
This book provides the reader practical advice on how to effectively manage and overcome a crisis. Authors Robert R. Ulmer, Timothy L. Sellnow, and Matthew W. Seeger provide guidelines for taking the many challenges that crises present and turning those challenges into opportunities for overcoming a crisis.
Key Features of this second edition:
* Brings together theory and experience: This book introduces readers to sound research and best practices in the field of crisis communication.
* Provides advice on how to create opportunity from crisis: Unlike other crisis communication texts, this book explains how organizations can and should emerge from crises as better organizations.
* Addresses prominent and diverse cases: Cases and practical applications from a wide variety of crises are included, such as food-borne illness outbreaks, terrorism, industrial disasters, and natural disasters. "You Make the Call" exercises allow readers to examine and critique the decisions made in such important cases such as 9/11, the 2003 California fires, the recent financial crisis, and the Swine flu pandemic.
Key Features of this second edition:
* Brings together theory and experience: This book introduces readers to sound research and best practices in the field of crisis communication.
* Provides advice on how to create opportunity from crisis: Unlike other crisis communication texts, this book explains how organizations can and should emerge from crises as better organizations.
* Addresses prominent and diverse cases: Cases and practical applications from a wide variety of crises are included, such as food-borne illness outbreaks, terrorism, industrial disasters, and natural disasters. "You Make the Call" exercises allow readers to examine and critique the decisions made in such important cases such as 9/11, the 2003 California fires, the recent financial crisis, and the Swine flu pandemic.
Reviews / Votes
"Effective Crisis Communication is a clear and well-developed skills based approach to crisis communication. The authors have done a superb job demonstrating the practicality of applying lessons learned in a variety of crisis incidents. It is must have for building a basic framework for approaching unexpected moments in organizational life." -- Tyler Spradley "This is one of the most user friendly books on crisis communication. Students enjoy reading the cases and learn from the application tools provided in the chapters. The writing is generally clear and interesting. A good balance exists between theory and practice." -- John R. FisherMore details
Edition
2nd Revised edition
Language
English
Place of publication
Thousand Oaks
United States
Target group
College/higher education
Professional and scholarly
Edition type
Revised edition
Dimensions
Height: 229 mm
Width: 152 mm
ISBN-13
978-1-4129-8033-3 (9781412980333)
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 Classification
Other editions
Previous edition
Robert R. Ulmer | Timothy L. Sellnow | Matthew W. Seeger
Effective Crisis Communication
Moving From Crisis to Opportunity
Book
09/2006
1st Edition
SAGE Publications Inc
€94.40
Article exhausted; check for reprint
Persons
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 Management 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. 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.
Content
1: Defining Crisis Communication
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
2: Lessons on Managing Crisis Uncertainty
Defining Uncertainty
Unexpected Crises and Uncertainty
Non-Routine 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
3: 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 Under Represented 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 Over-Reassuring Your Stakeholders
Tell Your Stakeholders How to Protect Themselves
Reducing and Intensifying Uncertainty Before, During, and After Organizational Crises: A Summary of Research and Practice in Crisis Communication and Generating Renewal
Social Media and Effective Crisis Communication
The Power of Positive Thinking
Summary
Lessons on Communicating Effectively in Crisis Situations
References
4: 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
5: Examples of Success and Failure During Industrial Accidents
Lessons on Uncertainty: Tennessee Valley Authority and the Kingston Ash Slide
Missed Opportunities in Crisis Preparation and Planning
TVA's Response to and Uncertain Crisis
You Make the Call
Lessons on Uncertainty and Crisis Communication (You Make the Call)
Summary
Lessons on Effective Crisis Communication: A Plant Fire at Malden Mills
Courageous Communication in the Wake of a Disaster
You Make the Call
Lessons on Communicating Effectively in Crisis Situations (You Make the Call)
Summary
Lessons on Leadership: A Fire at Cole Hardwoods
Leading Instinctively After a Disaster
You Make the Call
Lessons on Effective Crisis Leadership (You Make the Call)
Summary
References
6: Examples of Success and Failure During Outbreaks of Foodborne 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
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
Summary
The Largest Food borne Illness Outbreak in History: Schwan's Sales Enterprises
Schwan's Crisis Response
You Make the Call
Lessons on Effective Crisis Leadership (You Make the Call)
Summary
References
7: 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
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 Pre Crisis Reputation
Howard Lutnick's Crisis Response
Reservoir of Good Will
Post 9/11: Recovery, Remembrance, and Renewal
You Make the Call
Leadership Successes And Failures during Terrorism: Lessons of the Role of Leaders in Crisis Situations
Summary
References
8: Examples of Success and Failure During Natural Disasters
1997 Red River Valley Floods
Communicating to the Public about Crest Levels
You Make the Call
Lessons on Uncertainty and Crisis Communication (You Make the Call)
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
Lessons on Communicating Effectively in Crisis Situations
Summary
Hurricane Katrina
You Make the Call
Lessons on Effective Crisis Leadership (You Make the Call)
Summary
References
9: 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
References
Lessons on Effective Crisis Communication: A Costly Youtube Hoax for Dominos Pizza
Unusual Challenges for Dominos
Dominos Crisis Response
You Make the Call
Communicating Effectively and Ineffectively During Financial Crises: Lessons on Communicating Effectively in Crisis Situations
Summary
References
Rising from the Wreckage: General Motors and the Crash of 2008-2009
General Motors Initial Response to the Crisis
A Second Attempt to Respond to the Crisis
Bankruptcy at General Motors
Televising and Promoting and New Vision at General Motors
Leadership Successes and Failures During Financial Crises: Lessons on Effective Crisis Leadership
Summary
References
10: Learning Through Failure
Failing to Learn from Failure
Learning Through Failure
Vicarious Learning
Organizational Memory
Unlearning
Summary
References
11: Risk Communication
Distinguishing Between Risk and Crisis
Identifying Risk
Analyzing Multiple Audiences
Convergence Theory and Risk Communication
Responsible Risk Communication
Summary
References
12: 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
13: Crisis as Inspiring Renewal through Effective Crisis Communication
Considering the Opportunities Associated with Crisis
Theoretical Components of the Discourse of Renewal
Understanding Renewal: Consequences of Considering Opportunities During Crisis
Understanding the Misconceptions Associated with Crises and Crisis Communication
Summary
References
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
2: Lessons on Managing Crisis Uncertainty
Defining Uncertainty
Unexpected Crises and Uncertainty
Non-Routine 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
3: 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 Under Represented 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 Over-Reassuring Your Stakeholders
Tell Your Stakeholders How to Protect Themselves
Reducing and Intensifying Uncertainty Before, During, and After Organizational Crises: A Summary of Research and Practice in Crisis Communication and Generating Renewal
Social Media and Effective Crisis Communication
The Power of Positive Thinking
Summary
Lessons on Communicating Effectively in Crisis Situations
References
4: 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
5: Examples of Success and Failure During Industrial Accidents
Lessons on Uncertainty: Tennessee Valley Authority and the Kingston Ash Slide
Missed Opportunities in Crisis Preparation and Planning
TVA's Response to and Uncertain Crisis
You Make the Call
Lessons on Uncertainty and Crisis Communication (You Make the Call)
Summary
Lessons on Effective Crisis Communication: A Plant Fire at Malden Mills
Courageous Communication in the Wake of a Disaster
You Make the Call
Lessons on Communicating Effectively in Crisis Situations (You Make the Call)
Summary
Lessons on Leadership: A Fire at Cole Hardwoods
Leading Instinctively After a Disaster
You Make the Call
Lessons on Effective Crisis Leadership (You Make the Call)
Summary
References
6: Examples of Success and Failure During Outbreaks of Foodborne 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
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
Summary
The Largest Food borne Illness Outbreak in History: Schwan's Sales Enterprises
Schwan's Crisis Response
You Make the Call
Lessons on Effective Crisis Leadership (You Make the Call)
Summary
References
7: 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
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 Pre Crisis Reputation
Howard Lutnick's Crisis Response
Reservoir of Good Will
Post 9/11: Recovery, Remembrance, and Renewal
You Make the Call
Leadership Successes And Failures during Terrorism: Lessons of the Role of Leaders in Crisis Situations
Summary
References
8: Examples of Success and Failure During Natural Disasters
1997 Red River Valley Floods
Communicating to the Public about Crest Levels
You Make the Call
Lessons on Uncertainty and Crisis Communication (You Make the Call)
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
Lessons on Communicating Effectively in Crisis Situations
Summary
Hurricane Katrina
You Make the Call
Lessons on Effective Crisis Leadership (You Make the Call)
Summary
References
9: 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
References
Lessons on Effective Crisis Communication: A Costly Youtube Hoax for Dominos Pizza
Unusual Challenges for Dominos
Dominos Crisis Response
You Make the Call
Communicating Effectively and Ineffectively During Financial Crises: Lessons on Communicating Effectively in Crisis Situations
Summary
References
Rising from the Wreckage: General Motors and the Crash of 2008-2009
General Motors Initial Response to the Crisis
A Second Attempt to Respond to the Crisis
Bankruptcy at General Motors
Televising and Promoting and New Vision at General Motors
Leadership Successes and Failures During Financial Crises: Lessons on Effective Crisis Leadership
Summary
References
10: Learning Through Failure
Failing to Learn from Failure
Learning Through Failure
Vicarious Learning
Organizational Memory
Unlearning
Summary
References
11: Risk Communication
Distinguishing Between Risk and Crisis
Identifying Risk
Analyzing Multiple Audiences
Convergence Theory and Risk Communication
Responsible Risk Communication
Summary
References
12: 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
13: Crisis as Inspiring Renewal through Effective Crisis Communication
Considering the Opportunities Associated with Crisis
Theoretical Components of the Discourse of Renewal
Understanding Renewal: Consequences of Considering Opportunities During Crisis
Understanding the Misconceptions Associated with Crises and Crisis Communication
Summary
References