Effective Crisis Communication

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