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CONTENTS About the authors 00 Foreword 00 Preface 00 Introduction 00 RISK ISSUES MANAGEMENT 1 Outside-in thinking 00 Who can we trust? 00 Consumer power and the rise of a non-governmental order 00 Case study: SHAC attack 00 Dealing with risk 00 Case study: MMR 00 Handling the organizational approach 00 The advocacy approach 00 Public consultation - building dialogue into the communications process 00 The rise of the precautionary principle 00 Case study: phthalates in toys 00 Case study: mobile phones and radiation 00 Summary 00 2 Issues management defined 00 What is issues management? 00 What about the sceptics? 00 What is an issue? 00 Who should practice issues management? 00 What are the functions of issues management? 00 Summary 00 3 Planning an issues management programme - an issues management model 00 Issue lifecycle 00 Case study: Norplant 00 Case study: Monsanto wrecked brand and lost opportunity 00 Case study: the pill panic, a lesson in over-caution 00 Case study: `In the goo' industry failing to learn the lessons 00 Case study: Intel 00 The importance of early action 00 Case study: 2004 Olympic scandals where now for world's greatest sporting event? 00 Summary 00 4 CSR: the new moral code for doing business 00 Introduction 00 The growing business imperative 00 What constitutes good socially responsible corporate behaviour 00 New business values 00 CSR best practice policy development and management 00 Summary 00 5 An issue ignored is a crisis ensured 00 Case study: decommissioning the Brent Spar - implications for a global industry 00 Case study: mad cows and Englishmen - the story of BSE 00 Case study: drug pricing in South Africa - the business perspective is not the only perspective 00 Case study: CFCs - finding an essential breathing space 00 Case study: Ford and Firestone - a management and communication failure 00 6 Implementing an issues management programme 00 Examples of issue management models and processes 00 Summary 00 CRISIS MANAGEMENT 7 So it hits the fan - now what? 00 Case study: supersonic disaster 00 Business crises 00 Case study: Sayonara Citibank 00 How the mighty fall 00 Case study: Challenger space shuttle tragedy 00 Case study: Piper Alpha catastrophe 00 Case study: Paddington rail disaster 00 CEOs are not infallible 00 Case study: Marks & Spencer 00 Case study: can you be sure of Shell? 00 Product-related crises 00 Case study: the Tylenol tale 00 Case study: what took the fizz out of Perrier 00 Case study: Coca-Cola 00 Who will have a crisis? 00 What kind of crisis will happen? 00 Summary 00 8 Perception is the reality 00 A tale of three sorry tankers 00 Summary 00 9 The media in crisis situations 00 How JAL and British Midland got it right 00 Gaining media support 00 Case study: Hillsborough 00 The media as an ally 00 Case study: Thomas Cook coach crash 00 Case study: Inghams Austria coach crash 00 Monitoring the media 00 Summary 00 10 The legal perspective 00 Legal pitfalls when communicating in crisis 00 Case study: Herald of Free Enterprise 00 Case study: TotalFina and the Erika oil-spill disaster 00 So what is the lawyer's role in a crisis? 00 Compensation 00 Ex-gratia payments 00 Summary 00 11 Planning for the unexpected 00 Calm and positive thinking 00 Deeds versus declarations 00 Planning to manage the crisis 00 Appointing the teams 00 Communication hardware 00 Crisis prevention 00 Selecting team members 00 Putting the plan in writing 00 Testing everything 00 Summary 00 12 Crisis communications management 00 Stena Challenger grounding 00 Background information to seize the initiative 00 Set up a press centre 00 Managing the press conference 00 Dealing with the television interview 00 Coping with hundreds of telephone calls 00 Responding to calls from relatives 00 The news release 00 Keeping employees informed 00 Using your website 00 The role of the emergency services 00 When it is all over 00 Summary 00 References 00 Index 00
Library of Congress Subject Headings for this publication:
Social responsibility of business.