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Crisis Communications: The Definitive Guide to Managing the Message

Book Description

The Definitive Guide to Communicating in Any Crisis“When facing an already difficult crisis, the last thing a company needs is to make it worse through its own communications – or lack thereof.

Table of Contents

  1. Cover
  2. Crisis Communications: THE DEFINITIVE GUIDE TO MANAGING THE MESSAGE
  3. Copyright Page
  4. Dedication
  5. Contents
  6. Preface
  7. 1. You Can’t Make This Stuff Up
  8. 2. Defining Our Terms
    1. THE ROLE OF PERCEPTION IN CRISIS PLANNING
  9. 3. What BP Should Have Said
  10. 4. Attitude Adjustments
  11. 5. Toyota: On a Slippery Crisis Communications Slope with No Brakes
  12. 6. Understanding Your Crisis
    1. IDENTIFY
    2. ISOLATE
    3. MANAGE
    4. THE KEYSTONE CRISIS
    5. YOUR CRISIS IS UNIQUE
    6. YOUR CRISIS IS SUBJECTIVE
    7. ANATOMY OF A CRISIS
  13. 7. Shaping Your Crisis Communications Message
  14. 8. Spokespersons
  15. 9. Social Media and Digital Communications—or, Truth/Lies at the Speed of Light
    1. HOW?
  16. 10. Shakespeare Was Right: “The first thing we do, let’s kill all the lawyers.”
  17. 11. Protecting Your Brand
  18. 12. Telling the Truth
  19. 13. Say It Ain’t So, Joe!—The Penn State Crisis
  20. 14. Dealing with Death: Fatality Communications
  21. 15. Crisis Communications Strategies
  22. 16. The Good, the Bad, the News Media—or, Juggling Chain Saws
  23. 17. Senior Management: Your Own Worst Enemy?
  24. 18. Take Your Own Pulse—or, What Were They Thinking?
  25. 19. Internal Crisis Communications
  26. 20. External Crisis Communications
  27. 21. Reputation Management and Reservoirs of Goodwill
  28. 22. Issues Management
  29. 23. Crisis Communications for Publicly Traded Companies
  30. 24. Crisis Litigation
  31. 25. How to Break Bad News
  32. 26. The Blame Game
  33. 27. Crisis-Induced Stress
  34. 28. Making Defensible Decisions: Decision Making Under Crisis-Induced Stress
  35. 29. Apologies: Shakespeare—Still Right After All These Years
  36. 30. Crisis Advertising: Does It Work?
  37. 31. Crisis Communications Plans
  38. 32. The Failure of Business Schools
  39. 33. Speed Is of the Essence
  40. 34. Rising to the Occasion
  41. Notes
  42. Acknowledgments
  43. Index