Responding to crisis : a rhetorical approach to crisis communication / edited by Dan P. Millar, Robert L. Heath.

Format:

Book

Contributor:

Millar, Dan Pyle, 1938-

Heath, Robert L. (Robert Lawrence), 1941-

Series:

LEA's communication series

Language:

English

Subjects (All):

Crisis management.

Communication in management.

Organizational change.

Physical Description:

vii, 379 pages ; 24 cm.

Place of Publication:

Mahwah, N.J. : Lawrence Erlbaum, 2004.

Summary:

This edited volume takes a rhetorical point of view on crisis communication, examining the sorts of statements that can be made prior to, during, and after a crisis. For students, scholars, and practitioners interested in crisis communication.

Contents:

1. A Rhetorical Approach to Crisis Communication: Management, Communication Processes, and Strategic Responses / Robert L. Heath, Dan P. Millar 1

2. Exposing the Errors: An Examination of the Nature of Organizational Crises / Dan P. Millar 19

Part I Crisis Preparation: Planning for the Inevitable / Robert L. Heath 33

3. Crisis Management: Toward a Multidimensional Model of Public Relations / Don W. Stacks 37

4. Constructing Response During Uncertainty: Organizing for Crisis / Teresa L. Holder 51

5. Reframing the Organizational Exigency: Taking a New Approach in Crisis Research / Curt Bechler 63

6. Burkian Counternature and the Vigilant Response: An Anticipatory Model of Crisis Management and Technology / Bolanle A. Olaniran, David E. Williams 75

7. Reasoned Action in Crisis Communication: An Attribution Theory

Based Approach to Crisis Management / W. Timothy Coombs, Sherry J. Holladay 95

8. A Model for Crisis Management / Jennifer L. Borda, Susan Mackey-Kallis 117

9. Patterns of Conflict Preceding a Crisis: A Case Study Analysis / Martha Dunagin Saunders 139

Part II Crisis Response: The Time to Speak / Robert L. Heath 149

10. Metaphors of Crisis / Frank E. Millar, Debra Baker Beck 153

11. Telling a Story: A Narrative Approach to Communication During Crisis / Robert L. Heath 167

12. Informed Organizational Improvisation: A Metaphor and Method for Understanding, Anticipating, and Performatively Constructing the Organization s Precrisis Environment / Miriam R. Finch, Linda S. Welker 189

13. A Symbolic Approach to Crisis Management: Sears Defense of Its Auto Repair Policies / Keith Michael Hearit, Jeffrey L. Courtright 201

14. Telling the Story of Organizational Change / Shirley Willihnganz, Joy L. Hart, Greg B. Leichty 213

15. Managing Organizational Images: Crisis Response and Legitimacy Restoration / Joseph Eric Massey 233

Part III After the Dance is Over: Postcrisis Response / Robert L. Heath 247

16. Ambiguity as an Inherent Factor in Organizational Crisis Communication / Timothy L. Sellnow, Robert R. Ulmer 251

17. Image Restoration Discourse and Crisis Communication / William L. Benoit 263

18. Exigencies, Explanations, and Executions: Toward a Dynamic Theory of the Crisis Communication Genre / Susan Schultz Huxman 281

19. Downsizing or Reduction-in-Force: A Crisis Residual / Kathie Leeper 299

20. Excellent Crisis Communication: Beyond Crisis Plans / Francis J. Marra 311

21. Issue Management During Sudden Executive Departures: Sensemaking, Enactment and Communication / Kathryn T. Theus 327.

Notes:

Includes bibliographical references (pages 347-368) and indexes.

ISBN:

0805840591

0805840605

OCLC:

51667854