Crisis communications : a casebook approach
Author(s)
Bibliographic Information
Crisis communications : a casebook approach
（LEA's communication series）
Routledge, 2011
4th ed
- : hbk
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Note
Previous ed.: 2007
Includes index
Description and Table of Contents
Description
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 -- www.routledge.com/textbooks/fearn-banks -- 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.
Table of Contents
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
by "Nielsen BookData"
