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[p. v: CONTENTS] Contents Acknowledgments 1. Defining Crisis Communication Defining Crisis Communication A Working Definition Crisis and Risk Types of Crises Consistent Communication Demands of Crisis Situations The Significance of Crisis in a Global Environment Summary References 2. Lessons on Managing Crisis Uncertainty Defining Uncertainty Unexpected Crises and Uncertainty Non-Routine Crisis Events and Uncertainty Threat Perception and Uncertainty Short Response Time and Uncertainty The Impact of Crisis Induced Uncertainty on Stakeholders Managing Communication Ambiguity Ethically During Crisis Consistent Questions of Ambiguity Training, Simulations, and Uncertainty Belief Structures and Uncertainty Summary Lessons on Uncertainty and Crisis Communication References 3. Lessons on Effective Crisis Communication Determining Your Goals Partnering with Crisis Audiences Understanding the Diversity of Your Audiences Primary and Secondary Stakeholders Defined A Word on Partnerships and Listening What Information Do Stakeholders Need Following a Crisis? Is Certain Communication Always the Best Approach? Be Careful of Over-Reassuring Your Stakeholders Tell Your Stakeholders How to Protect Themselves The Power of Positive Thinking Summary Lessons on Communicating Effectively in Crisis Situations References 4. Lessons on Effective Crisis Leadership The Importance of Effective Leadership Why Visibility Following a Crisis is Important Developing Networks of Support Being Available, Open, and Honest The Impact of Leadership on Renewal Following a Crisis Ineffective Leadership During a Crisis What Makes a Leader? Leadership Virtues Managing Uncertainty, Responding, Resolving, and Learning from Crisis Summary Lessons on Effective Crisis Leadership References 5. Examples of Success and Failure During Industrial Accidents Lessons on Uncertainty: Exxon and the Valdez Oil Tanker Grounding Exxon?s Response to an Uncertain Crisis Understanding the Science of the Valdez Oil Spill: The Quest for $100 Million You Make the Call Lessons on Uncertainty and Crisis Communication (You Make the Call) Summary Lessons on Effective Crisis Communication: A Plant Fire at Malden Mills Courageous Communication in the Wake of a Disaster You Make the Call Lessons on Communicating Effectively in Crisis Situations (You Make the Call) Summary Lessons on Leadership: A Fire at Cole Hardwoods Leading Instinctively After a Disaster You Make the Call Lessons on Effective Crisis Leadership (You Make the Call) Summary References 6. Examples of Success and Failure During Outbreaks of Foodborne Illness Lessons on Uncertainty: Jack in the Box?s E. Coli 0157: H7 Crisis Jack in the Box?s Response to an Uncertain Crisis You Make the Call Lessons on Uncertainty and Crisis Communication Summary Lessons on Effective Crisis Communication: A Deadly Hepatitis A Outbreak at a Chi-Chi?s Restaurant Chi-Chi?s Crisis Response You Make the Call Lessons on Communicating Effectively in Crisis Situations Summary The Largest Food borne Illness Outbreak in History: Schwan?s Sales Enterprises Schwan?s Crisis Response You Make the Call Lessons on Effective Crisis Leadership (You Make the Call) Summary References 7. Examples of Success and Failure in Response to Terrorism Crisis Uncertainty: The Case of 9/11 You Make the Call Managing Uncertainty During Terrorism: Lessons on Uncertainty and Crisis Communication Summary The Oklahoma City Bombing You Make the Call Communicating Effectively And Ineffectively During Terrorism: Lessons on Communicating Effectively in Crisis Situations Summary Effective Crisis Leadership at the CDC You Make the Call Leadership Successes And Failures In Public Health: Lessons of the Role of Leaders in Crisis Situations Summary References 8. Examples of Success and Failure During Natural Disasters 1997 Red River Valley Floods Communicating to the Public about Crest Levels You Make the Call Lessons on Uncertainty and Crisis Communication (You Make the Call) Summary Tsunami Relief and the Red Cross The Red Cross Donations Following the Tsunami Crisis Communication Following the Tsunami You Make the Call Lessons on Communicating Effectively in Crisis Situations Summary 2003 San Diego County, California, Fires Communicating During the Uncertainty of the California Wildfires Lessons on Dealing with Crisis You Make the Call Lessons on Effective Crisis Leadership (You Make the Call) Summary References 9. Learning Through Failure Failing to Learn from Failure Learning Through Failure Vicarious Learning Organizational Memory Unlearning Summary References 10. Risk Communication Distinguishing Between Risk and Crisis Identifying Risk Analyzing Multiple Audiences Responsible Risk Communication Summary References 11. Responding to the Ethical Demands of Crisis Ethics Values Values and Crisis Responsibility and Accountability Access to Information Humanism and Care The Role of Values in a Crisis Response Conclusion References 12. Crisis as Inspiring Renewal to a New Normal Understanding Renewal: Examples and Consequences of a Different Approach to Crisis Communication Examples of Renewal Following Crisis How to Create Opportunities For Renewal Following a Crisis Opportunities For Inspiring Renewal to a New Normal Turner?s Six Stages of Failure of Foresight Failing to View the Opportunities in Crisis NASA: The Tale of an Organization Struggling with Renewal and the New Normal Challenges to Renewal Conclusion References Index About the Authors
Library of Congress Subject Headings for this publication:
Crisis management.
Emergency management.
Communication in management.
Communication in organizations.