Ongoing Crisis Communication: Planning, Managing, and Responding, Vol. 2 Book

Preface     ix
A Need for More Crisis Management Knowledge     1
Crisis Management Defined     2
Crisis Defined     2
Crisis Management     5
Importance of Crisis Management     7
Value of Reputations     7
Stakeholder Activism     8
Communication Technology     9
Broader View of Crises     10
Negligent Failure to Plan     10
Conclusion     11
Discussion Questions     11
Outline for an Ongoing Approach to Crisis Management     13
The Initial Crisis Management Framework     13
Past Staged Approaches to Crisis Management     14
Outline of the Three-Stage Approach     17
Precrisis     18
Crisis Event     19
Postcrisis     19
Conclusion     20
Discussion Questions     20
Prevention: Finding Warning Signs     21
Contributing Organizational Functions     23
Issues Management     23
Risk Assessment     23
Reputation Management     24
Summary     27
Sources to Be Scanned     28
Issues ManagementSources     29
Risk Assessment Sources     32
Reputation Sources     34
Reputation and Social Performance     36
Information Collection     37
Information Analysis Equals Knowledge Creation     38
Issues Threat Assessment     39
Risk Threat Assessment     39
Reputation Threat Assessment     40
From Scanning to Monitoring     44
Crisis-Sensing Mechanism     44
Conclusion     48
Discussion Questions     48
Taking Preventative Measures     49
Basic Crisis Prevention Process     49
Issues Management     51
Issues Management Process     51
Issues Management Evaluation     53
Risk Management     54
Risk Aversion Process     55
Risk Aversion Evaluation     56
Reputation Management     56
Reputation Management Process     57
Reputation Management Evaluation     61
Conclusion     61
Discussion Questions     62
Crisis Preparation: Part I     63
Diagnosing Crisis Vulnerabilities     63
Crisis Types     64
Crisis Management Teams     66
Functional Areas     67
Task Analysis     68
Decision Making     68
Working as a Team     72
Enacting the Crisis Management Plan     73
Listening     73
Implications for Crisis Team Selection     73
Applications for Training     74
Special Considerations     77
The Spokesperson     78
The Spokesperson's Role     78
Media-Specific Tasks of the Spokesperson     80
Conclusion     87
Discussion Questions     87
Crisis Preparation: Part II     89
The Crisis Management Plan     89
Value     90
Components     90
Crisis Appendix     94
The CMP Is Not Enough     95
Other Related Plans     96
Preparation of the Crisis Communication System     97
Mass Notification System     97
Crisis Control Center     98
The Intranet and Internet     99
Conclusion     102
Discussion Questions     102
Crisis Recognition     103
Selling the Crisis     104
Crisis Framing: A Symbolic Response to Crises     105
Crisis Dimensions     106
Expertise of the Dominant Coalition     108
Persuasiveness of the Presentation     108
Resistance to Crises     110
Crises and Information Needs     113
Crises as Information Processing and Knowledge Management     113
The Unknown     114
Information Gathering     114
Information Processing: The Known     115
Information-Processing Problems     115
Serial Reproduction Errors     116
The MUM Effect     116
Message Overload     117
Information Acquisition Bias     117
Group Decision-Making Errors     118
Summary     119
Information-Processing Mechanisms     119
Structural Elements     119
Procedural Efforts     122
Training     124
Conclusion     125
Discussion Questions     126
Crisis Response     127
Form and the Crisis Response     128
Responding Quickly     128
Speaking With One Voice: Consistency     131
Openness     132
Content and the Crisis Response      133
Instructing Information     133
Adjusting Information     135
Reputation Management     137
Crisis Response Strategies     138
Evaluating Reputational Threat     141
Effects of Credibility and Prior Reputation on Crisis Response Strategies     144
Follow-Up Communication     147
Conclusion     149
Discussion Questions     150
Postcrisis Concerns     151
Crisis Evaluation     152
Crisis Management Performance Evaluation     152
Impact Evaluation     156
Evaluation Summary     160
Institutional or Organizational Memory     160
Postcrisis Actions     162
Conclusion     163
Discussion Questions     164
Final Observations and Lessons     165
Crisis Management Is Ongoing     165
Knowledge, Skills, and Traits     167
Crisis Teams     167
Spokespersons     168
Crisis Management Procedures     170
Crisis-Sensing Mechanism     170
Value to and of Public Relations Personnel     171
New Communication Technologies     171
Final Thoughts      173
Discussion Questions     173
Appendix     175
References     179
Index     197
About the Author     209