Crisis Communications: A Casebook Approach / Edition 3

Crisis Communications: A Casebook Approach / Edition 3

by Kathleen Fearn-Banks
     
 

ISBN-10: 0805857737

ISBN-13: 9780805857733

Pub. Date: 01/15/2007

Publisher: Taylor & Francis

No company, organization, or individual whose livelihood depends on public reaction can afford to function without a crisis communications plan. This student workbook reviews the critical terminologies, processes, and skills needed for understanding and responding to crises. It prepares individuals for responding to crises in a variety of contexts, and reinforces

Overview

No company, organization, or individual whose livelihood depends on public reaction can afford to function without a crisis communications plan. This student workbook reviews the critical terminologies, processes, and skills needed for understanding and responding to crises. It prepares individuals for responding to crises in a variety of contexts, and reinforces strategies and tactics to be used during a crisis. Chapters include instructive case studies of public relations professionals in crises: what they did, what they wished they had done, and what hampered their progress. The exercises provide students with the opportunity to respond to real-world crises, sharpening their own skills and practicing response behaviors. This workbook will serve as a useful tool for all future practitioners.

Product Details

ISBN-13:
9780805857733
Publisher:
Taylor & Francis
Publication date:
01/15/2007
Series:
Routledge Communication Series
Edition description:
Older Edition
Pages:
408
Product dimensions:
6.00(w) x 8.90(h) x 1.00(d)

Table of Contents

Prefaceix
1The Nature of Crises1
2The Crisis Communications Plan5
3Crisis Makers45
4Cyber Crises: Rogue Sites and E-mail Rumors52
5Managing a Crisis60
6Case: Johnson & Johnson and the Tylenol Murders64
Product tampering
Media relations
Consumer relations
Government relations
Employee relations
7Case: Exxon and the Valdez Oil Spill68
Environmental issues
Media relations
Spokesperson problem
8Case: Exxon's Other Story--Animal Rescue Centers and Alaskan Tourism68
Tourism
Consumer/customer relations
Media relations
Advertising
9Case: Snapps Restaurant and the AIDS Rumor76
Rumor management
Media relations
Consumer relations
Government relations
10Case: Cellular Phones and the Cancer Scare79
Non expert-expert
Media relations
Consumer relations
Government relations
11Case: United Way of America and the Overspending CEO85
Nonprofit organization
Internal communications
Media relations
12Case: United Way of King County and the Overspending CEO85
Nonprofit organization
Media relations
Internal communications
Community relations
13Case: They Keep Coming--Chinese Immigrants in Canada90
Global communications
Government public relations
Political communications
Constituent relations
14Case: DC Mayor Anthony Williams and Another "N" Word97
Racial issues
Political communications
Media relations
Governmental public relations
15Case: Texas A&M University and the Bonfire Tragedy101
Fatal accidents
Media relations
Internal communications
Community relations
16Case: U.S. Postal Service and Workplace Violence108
Employee relations
Labor relations
Media relations
Governmental public relations
17Case: The Metro Transit Accident: Driver Shot, Bus Flies Off the Bridge121
Violence
Accidents
Media relations
Internal communications
Labor relations
Multiple spokespersons
18Case: Alpac Corporation and the Original Syringe-in-the-Can Scare132
Media relations
Government relations
19Case: Pepsi and the National Syringe-in-the-Can Scare132
Media relations
Consumer relations
Government relations
Employee relations
Advertising
20Case: California State University, Northridge, and the 1994 Los Angeles Earthquake136
Media relations
Internal communications
Community relations
21Case: Southern California Gas Company and the 1994 Los Angeles Earthquake136
Consumer relations
Media relations
Employee relations
Community relations
22Useful Web Sites146

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