Crisis Management and Communication Third Edition
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Crisis Management and Communication Third Edition
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by Dan Millar, Ph.D., and Larry Smith
Prepare your organization for a crisis before it strikes. The third edition of Crisis Management and Communication contains all the tools you’ll need to manage and communicate effectively during a crisis. This practical, how-to manual has been updated with new examples, case studies and templates, and includes a discussion of social media in crisis communication.
You’ll learn:
- The different types of crises.
- How to assess the severity of a crisis.
- How to assess your organization’s vulnerability.
- How to develop a crisis communication plan.
About the authors: Former TV news director, Senate press secretary and newspaper editor, Larry Smith works with organizations to prevent or at least minimize negative public reaction to their crises. With more than 45 years of experience in news and public relations, he has contributed to numerous titles on crisis communication.
A professor of communication and a business consultant for more than 50 years, Dan Millar, Ph.D., APR, Fellow PRSA, retired as professor emeritus from Indiana State University, where he chaired the Department of Communications for nine years. His extensive consulting experience includes seven years as senior consultant with The Institute of Crisis Management in Louisville, Kentucky.
Details: Softcover book with CD
243 pages, ©2010
Table of Contents
Preface
1. When a Problem Becomes a Crisis
Sudden Crisis
Smoldering Crisis
Other Types of Crises: Perceptual and Bizarre
Fallacies of Crisis Management
Assessing the Severity of a Sudden Crisis
Sudden Crisis Assessment
Sudden Level 1
Sudden Level 2
Sudden Level 3
Sudden Level 4
Smoldering Crisis Assessment
Smoldering Level 1
Smoldering Level 2
Smoldering Level 3
Smoldering Level 4
Conclusion
2. Assessing Vulnerabilities
“Guesstimate”
Tracking Trends
Self-Analysis
Fact-Finding Step
Disclosure Assessment
Reaction Analysis
Business Impact Analysis
Hire Outsiders
Conclusion
3. Give Your Organization a Crisis Communication Physical
Crisis Preparedness Questions
Communication Audit
Vulnerability Study
4. Before the Crisis Hits—Building a Crisis Communication Plan
Overview of Crisis Communication Planning
Crisis Team and Responsibilities
Communication Team Duties and Chain of Command
Notifying the Crisis Communication Team
The Role of Senior Management
Disclosure Guidelines
The Most Important Part: What to Do, What to Say
Letters of Agreement, Checklists and Forms
Two Final Thoughts About Crisis Plans
5. Communicating in the Midst of Chaos
Edgewater Technology Case Study
If You’re in a Crisis Right Now
Crisis Communication is Strategic
Tell Your Story First
Get Phones and Other Communications Technology and Facilities Under Control
A Backup Telephone Plan
Where Do You Send Them?
Early Actions to Take When the Crisis Hits
Find Out What’s Known/Unknown
Weigh the Disclosure Options
The Media Isn’t Always Your Primary Target Audience
Get Senior Management Support
Briefing the News Media
Communicating in a Crisis Requires Teamwork
The New Standard for Communicating in a Crisis
When the Crisis Lasts Longer Than 48 Hours
Conclusion
Sudden Crisis Worksheet
6. Crisis Communication Technologies
Technologies
Dark Site
YouTube and Others
Internet-based Multi-Site Tools
Before the Crisis
Web Site
Internet
Intranet
USB Flash Drive
Smart Phone
During a Crisis
Web Site
Internet
E-mail
Intranet
Pager
Laptop Computers
Smart Phones
Hotlines and Toll-free Telephone Numbers
Broadcast E-mail/Fax or Targeted E-mail
Technology in the Crisis Control Center/Media Center
After the Crisis
7. Managing the Smoldering Crisis
Veterans Administration Hospital Whistle-Blower Case Study
Managing a Smoldering Crisis
Step One: Fact Finding
Step Two: Assessment of Public Disclosure and Media Coverage
Step Three: Reaction Analysis
Step Four: Business and Financial Impact Analysis
Step Five: Management Recommendations
Consulting with Legal Counsel
Smoldering Crisis Worksheet
Negative News Crisis Worksheet
8. After the Crisis Has Passed
Document
Debrief
Decompress
Conclusion
Appendix A: The Elements of a Basic Crisis Communication Plan
Top Management Letter
Overview
The Importance of Rapid Notification
Crisis Response Team Organizatio
Assessing the Severity of the Crisis
Off-site Crisis Response
Ongoing Crisis Managemen
Operational Response Plan
Crisis Communication Plans
Addendum A: Sudden Crisis Activation Goals
Addendum B: Responsibilities of the Crisis Communication Coordinator
Addendum C: Responsibilities of the First Communication Staff Representative at
the Crisis Site
Addendum D: Lists and Sources of Information
Addendum E: Setting Up a Media Information Center
Addendum F: Media Policies and Guidelines in Crisis Situations
Addendum G: Media Briefing Tips for Spokespeople
Addendum H: Crisis Communication Travel Kit
Addendum I: Release of All Claims and Indemnification Form
Addendum J: Crisis Debriefing and Evaluation Questions
Addendum K: Crisis Activity Log
Addendum L: Crisis Contacts
Appendix B: Case Studies
A National Dialogue on Energy Security: Shell Oil Co.
Northrup Grumman’s Katrina Response
Eskom Western Cape DSM Rollout
Global Collapse, Local Confidence: Parmalat Australia
USAA Crisis Plan: United States Automobile Association
Crayon Asbestos Crisis: Binney & Smith
Selected Bibliography
Articles
Books
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