Crisis communications : a casebook approach


Crisis communications : a casebook approach

Kathleen Fearn-Banks

(LEA's communication series)

Routledge, 2011

4th ed

  • : hbk

大学図書館所蔵 件 / 6



Previous ed.: 2007

Includes index



Crisis Communications: A Casebook Approach presents case studies of organizational, corporate, and individual crises, and analyzes the communication responses to these situations. Demonstrating how professionals prepare for and respond to crises, as well as how they develop communications plans, this essential text explores crucial issues concerning communication with the news media, employees, and consumers in times of crisis. Author Kathleen Fearn-Banks examines the steps of choosing the appropriate words to convey a message, selecting the method and channels for delivering the message, and identifying and targeting the most appropriate publics or audiences. She also addresses such important topics as avoiding potential mismanagement of communication in crisis situations. Key features of this fourth edition are: six new cases, including several international crises current discussion of communications technology as it relates to crises a Companion Website -- -- with additional cases as well as supplemental materials for students and classroom resources for instructors. A Student Workbook is also available for use with this volume, providing additional pedagogy for each chapter, including discussion questions, activities, key terms, case exercises, and worksheets. Utilizing both classic and contemporary cases of real-world situations, Crisis Communications provides students in public relations and business with real-world perspectives and valuable insights for professional responses to crises. It is intended for use in crisis communications, crisis management, and PR case studies courses.


1 Crisis Communications Today 2 Crisis Communications Theory Apologia Theory Image Restoration Theory Decision Theory Diffusion Theory Excellence Theory 3 Communications To Prevent Crises News Media Internal Publics Customers/Consumers 4 Communications When a Crisis Strikes Communicating with the News Media Communicating with Lawyers Communicating with Internal Publics Communicating with External Publics Communicating Directly with the Masses 5 Social Media and Crisis Communications 6. Rumors and Cybercrises 7 "Textbook" Crisis Communications Cases Case: Johnson & Johnson and the Tylenol Murders Case: Exxon and the Valdez Oil Spill Exxon's Concern for Alaska Exxon's Animal Rescue Centers Exxon's Success at Restoring Tourism 8 Culture Crises: Foreign and Domestic Case: Saginaw Valley State University and the Theater Controversy Case: AIDS in Africa Uganda Botswana Zambia South Africa Zimbabwe Swaziland Case: Texas A & M University and the Bonfire Tragedy 9 Environmental Crisis Case: Haagen Dazs and the Honey Bees 10 Natural Disasters Case: New Orleans and Hurricane Katrina 11 Transportation Crises Case: US Airways and the Emergency Landing on the Hudson Case: Holland America and Cruise Crises 12 Product Failure and Product Tampering Case: Yuhan-Kimberly and Baby's Wet-Wipes Case: Maple Leaf and the Battle Against Listeria Case: Wendy's and the Finger-in-the-Chili Hoax 13 Crises of Death and Injury Case: Columbine High School and the Shooting Tragedy Case: Metro Transit: Driver Shot, Bus Flies Over a Bridge 14 Individuals In Crises 15 The Crisis Communications Plan Appendix A: Generic Crisis Communications Plan for a Large Company Appendix B: Crisis Communications Plan for Seattle's Union Gospel Mission Appendix C: Crisis Communications Plan for a Fictitious Small Business

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