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Crisis Management and Communication Third Edition

Crisis Management and Communication Third Edition

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

 

Crisis Management and Communication (member price) - $199.00

Crisis Management and Communication (non-member price) - $299.00

Crisis Management and Communication PDF (member price) - $149.00

Crisis Management and Communication PDF (non-member price) - $223.50