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Acknowledgments | ||
Foreword | ||
Preface | ||
Introduction | ||
Pt. I | Before the Crisis | |
1 | Know the Organization: or Finding the Skeletons | 3 |
2 | Form the Crisis Team | 10 |
3 | Select the Key Publics | 14 |
4 | Outline Key Messages | 19 |
5 | Gain Company Support for the Plan | 25 |
6 | Develop External Support | 28 |
7 | Train the Spokesperson | 31 |
8 | Structure the Command Post | 39 |
9 | An Agency Perspective: Pros and Cons of External Consultants | 44 |
Pt. II | During the Crisis | |
10 | Handle Immediate Needs | 51 |
11 | Notify Key Publics | 56 |
12 | Work with the Press | 61 |
13 | Track Public Opinion | 71 |
Pt. III | After the Crisis | |
14 | Critique and Evaluate | 77 |
15 | Epilogue: Get on with Business | 80 |
Pt. IV | Case Studies | |
USAir/SkyWest Crash at Los Angeles International Airport | 85 | |
The Exxon Valdez Oil Spill | 89 | |
The Ashland Oil Refinery Disaster | 93 | |
Crystal Cruise Line - Fire at Sea | 95 | |
Red Cross Response - The San Francisco Earthquake | 99 | |
Chrysler Minivan Crisis | 107 | |
Union Carbide | 109 | |
A Shooting in San Diego | 111 | |
A Midwestern Bank in Crisis | 115 | |
Child Abduction at Santa Ana Unified School District | 117 | |
Union Pacific Train Derailment | 121 | |
Pt. V | Sample Plans | |
Developing a Plan | 127 | |
Marriott Hotels and Resorts Public Relations Crisis Communication Plan | 131 | |
American Red Cross | 135 | |
Westside Community Schools: Omaha, Nebraska | 144 | |
Duke Power Company | 148 | |
Union Pacific | 157 | |
Los Angeles Department of Airports | 161 | |
Pt. VI | Addenda | |
Forms | 171 | |
Resources | 183 | |
Notes | 185 | |
Bibliography | 187 | |
Index | 189 |
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Add Crisis communications, No company or organization is immune to a crisis. Whether you are part of a large corporation or a small family business, a crisis can strike at any time. This book will help you and your organization be prepared. Crises appear in the news every day: the , Crisis communications to the inventory that you are selling on WonderClubX
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Add Crisis communications, No company or organization is immune to a crisis. Whether you are part of a large corporation or a small family business, a crisis can strike at any time. This book will help you and your organization be prepared. Crises appear in the news every day: the , Crisis communications to your collection on WonderClub |