Crisis Communications: A Casebook Approach

Crisis Communications: A Casebook Approach

by Taylor and Francis

Hardcover(REV)

$100.00 View All Available Formats & Editions

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: 9780805836035
Publisher: Taylor & Francis
Publication date: 10/28/2001
Series: Routledge Communication Series
Edition description: REV
Pages: 368
Product dimensions: 6.20(w) x 9.10(h) x 1.00(d)

About the Author

Kathleen Fearn-Banks is Professor of Communication in the Department of Communication at the University of Washington.

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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