Efnisyfirlit

• Preface
• Acknowledgments
• 1 A Need for More Crisis Management Knowledge
  • Crisis Management Defined
    • Disaster Defined
    • Public Health Crisis Defined
    • Organizational Crisis Defined
    • Crisis Management
  • The Initial Crisis Management Framework
    • Why a Life Cycle Approach to Crisis Management?
    • Outline of the Three-Stage Approach
      • Precrisis
      • Crisis Event
      • Postcrisis
    • A More Advanced View: The Regenerative Model of Crisis
  • Importance of Crisis Management
    • Value of Social Evaluations
    • Stakeholder Activism
    • Digital Naturals
    • Broader View of Crises
    • Negligent Failure to Plan
    • Employer Duty of Care
  • Chapter Summary
  • Discussion Questions
• 2 Risk as the Foundation for Crisis Management and Crisis Communication
  • Enterprise Risk Management
  • Risk in the Organizational Context
    • Stakeholders and Risk
    • Issues Management
    • Reputational Risk
  • Chapter Summary
  • Discussion Questions
• 3 The Crisis Mitigation Process: Building Crisis-Resistant and Resilient Organizations
  • Thinking About Risk Mitigation
    • Known and Unknown Risks
    • AI and Risk Management
    • Paracrisis: Unique Risk Mitigation
    • Boyd’s OODA Loop: A Crisis Mitigation Process
  • Application of the Boyd OODA Loop: Observe
    • External
    • Internal
    • Running Example: Pampers
  • Application of the Boyd OODA Loop: Orient
    • Orient: Collect the Information
    • Running Example: Pampers
    • Orient: Analyze the Information
    • Summary
    • Running Example: Pampers
  • Application of the Boyd OODA Loop: Decide and Act
    • Decide: Make Choices
    • Running Example: Pampers
    • Act: Take Preventive Action
    • Running Example: Pampers
  • Chapter Summary
  • Discussion Questions
• 4 Crisis Preparing: Part I
  • Diagnosing Crisis Threats: The Start of Preparing
    • Risk as Foundation for Crisis Management and Communication
    • Assessing Crisis Types
  • Selecting a Crisis Management Team
    • Functional Areas
    • Interpersonal (Political) Skills
    • Task Analysis
    • Group Decision-Making
    • Working as a Team
    • Enacting the Crisis Communication Plan
    • Listening
    • Curiosity
    • Implications for Crisis Management Team Selection
  • Training a Crisis Management Team
    • Applications for Training
    • Improvisation’s Relationship to Crisis Management Team Training
    • Resilience: Training Beyond the Crisis Team
      • Resilience Training for Employees
      • Resilience Training for the Community
    • Special Considerations
  • Selecting and Training a Spokesperson
    • The Spokesperson’s Role
    • Media-Specific Tasks of the Spokesperson
      • Appearing Pleasant on Camera
      • Answering Questions Effectively
      • Presenting Crisis Information Clearly
      • Handling Difficult Questions
    • Spokespersons in a Digital World
  • Chapter Summary
  • Discussion Questions
• 5 Crisis Preparing: Part II
  • Developing a Crisis Communication Plan
    • Value
    • Components
  • Beyond the Crisis Communication Plan
    • Crisis Appendix
    • The CCP Alone Is Not Enough
    • Other Related Plans
  • Reviewing the Crisis Communication System
    • Mass Notification System
    • Crisis Control Center
    • Social Intranet: Internal Digital Platforms
  • Stakeholder Preparation
  • Chapter Summary
  • Discussion Questions
• 6 Recognizing Crises
  • Selling the Crisis
    • Crisis Framing: A Symbolic Response to Crises
    • Crisis Dimensions
    • Expertise of Top Management
    • Persuasiveness of the Presentation
    • Organizing the Persuasive Effort
    • Resistance to Crises
  • Crises and Information Needs
    • Crises as Information Processing and Knowledge Management
    • What You Need to Know
    • Information Gathering
    • Information Processing: The Known
    • Information Processing Problems
      • Serial Reproduction Errors
      • The MUM Effect
      • Message Overload
      • Information Acquisition Bias
    • Group Decision-Making Errors
    • Summary
  • Information-Processing Mechanisms
    • Structural Elements
    • Procedural Elements
    • Training
  • Chapter Summary
  • Discussion Questions
• 7 Crisis Responding
  • Tactical Considerations: Form of the Crisis Response
    • Responding Quickly
    • Speaking With One Voice: Consistency
    • Transparency: The New Openness
  • A Strategic Focus: Crisis Communication as Strategic Communication
    • The Target Audiences for Crisis Response Strategies
    • Objectives: What Crisis Communication Hopes to Accomplish
    • Communication Channels and Platforms for Crisis Communication
    • The Sources for Crisis Communication
    • How It All Comes Together
  • Crisis Response Strategies: Adjusting and Instructing Information
    • Instructing Information: Physical Harm
    • Adjusting Information: Psychological Well-Being
    • Pairing Instructing and Adjusting Information
  • Crisis Response Strategies: Reputation Management Strategies
    • Message Design: From Strategy to Tactics
      • Tone of Voice
      • Emotion in Messages
      • Storytelling
      • Transparency
      • Accommodation Variations
      • Message Design Summary
      • Organizing the Messages
  • Contextual Factors: Evaluating Reputational Threats
    • Evaluating Crisis Threats
      • Severity
      • Offensiveness
      • Contingency Theory
      • SCCT
      • Takeaway
    • Specialized Audiences and Multiple Voices
    • Crisis Engagement
  • Chapter Summary
  • Discussion Questions
• 8 Postcrisis Concerns and Epilogue
  • Continuing the Crisis Performance
    • Continuity of Actions
    • Memorials and Shrines
    • The Big Picture
  • Crisis Communication Evaluation and Refinement
    • Crisis Management Performance Evaluation
      • Data Collection
      • Organizing and Analyzing the Crisis Management Performance Data
    • Impact Evaluation
      • Specific Measures: Assessing Objectives
      • General Measures
  • Knowledge Management: Organizational Memory and Learning
    • Organizational Memory
    • Organizational Learning
    • Learning Beyond the Organization
    • Knowledge Management: Connecting the Pieces
  • Epilogue
    • Musings: Taking an Evidence-Based Approach Seriously
    • Musings: Simplicity, Complexity, and Effectiveness
    • Musings: Time and Crises
    • Threads
  • Chapter Summary
  • Discussion Questions
• Appendix: Possible Case Studies
• References
• Index
• About the Author

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