Crisis communications : a casebook approach / Kathleen Fearn-Banks.

Format:

Book

Author/Creator:

Fearn-Banks, Kathleen, author.

Series:

Routledge communication series

Language:

English

Subjects (All):

Public relations--Management--Case studies.

Crisis management--Case studies.

Advertising--Case studies.

Advertising.

Crisis management.

Public relations--Management.

Public relations.

Genre:

Case studies.

Physical Description:

xiv, 423 pages ; 23 cm.

Edition:

Fifth edition.

Place of Publication:

New York, NY : Routledge, 2017.

Summary:

Crisis Communications: A Casebook Approach presents case studies of organizational, corporate, and individual crises, and analyzes the communication responses to these situations. Demonstrating how professionals prepare for and respond to crises, as well as how they develop communications plans, this essential text explores crucial issues concerning communication with the news media, employees, and consumers in times of crisis. Author Kathleen Fearn-Banks addresses how to choose the best possible words to convey a message, the best method for delivering the message, and the precise and most appropriate audience, in addition to illustrating how to avoid potential mismanagement. The fifth edition of Crisis Communications includes updated cases that provide wider coverage of international crises and media technologies. It includes a new section on social media in crisis communication scenarios and includes additional comments from social media experts throughout various chapters. New case studies include "Police Departments and Community Trust," "The Oso Mudslide in Washington," "School Shootings: Communications To and For Children," and two additional international case studies - "Ebola Strikes Liberia: Firestone Strikes Ebola" and "Nut Rage and Korean Airlines." Previous case studies no longer in this edition can be found on the book's companion website, which also includes the Instructor's Manual with exercises in crisis responses, guidelines for crisis manual preparation, and other teaching tools: www.routledge.com/cw/fearn-banks. Looking at both classic and modern cases in real-world situations, Crisis Communications provides students with real-world perspectives and insights for professional responses to crises. It is intended for use in crisis communications, crisis management, and PR case studies courses. Also available for use with this text is the Student Workbook to Accompany Crisis Communications, providing additional discussion questions, activities, key terms, case exercises, and further content for each chapter. Book jacket.

Contents:

1 Crisis Communications Today 1

What is a Crisis and What is Crisis Communications? 1

The Five Stages of a Crisis 4

Public Opinion 8

Mini-Case: White Star Line's Titanic Sinks 9

2 Crisis Communications Theory 17

Apologia Theory 17

Image Restoration Theory 19

Decision Theory 20

Diffusion Theory 20

Excellence Theory 21

The Five Ws of Public Apology for Celebrities and Businesses 27

3 Communications to Prevent Crises 35

The News Media 35

Internal Publics 37

Customers/Consumers 38

Preventing Multicultural Crises 40

4 Communications When the Crisis Strikes 45

Communicating with the News Media 46

Communicating with Lawyers 57

Communicating with Internal Publics 60

Communicating with External Publics 62

Communicating Directly with the Masses 62

5 Social Media and Crisis Communications 69

Writing Social Media Messages 70

Social Media in Strategic Organizational Communication 71

Mini-Case Studies in Social Media Crises 85

Social Media Etiquette for Organizations and Individuals to Prevent Social Media Crises 90

Online Communities and Crisis Communications 95

6 "Textbook" Crises 101

Case: Johnson & Johnson and the Tylenol Murders 101

Case: Exxon and the Valdez Oil Spill 114

7 Culture Crises: Domestic 125

Case: Saginaw Valley State University and the Theater Controversy 125

Case: Texas A&M University and the Bonfire Tragedy 132

Case: Police Departments and Community Trust 147

8 Culture Crises: Foreign and International 157

Case: AIDS in Africa 157

Case: Ebola Strikes Liberia-Firestone Strikes Ebola 188

Case: Nut Rage and Korean Airlines 193

9 Environmental Crisis 203

Case: Haagen-Dazs and Honey Bees 203

10 Natural Disasters 219

Case: Hurricane Katrina and New Orleans 219

Case: The Oso Mudslide in Washington 256

11 Transportation Crises 281

Case: Holland America Line and Cruise Crises 281

Case: US Airways and the Emergency Landing in the Hudson 292

12 Product Failure and Product Tampering 303

Case: Yuhan-Kimberly and Baby Wet Wipes 303

Case: Maple Leaf Foods and the Battle against Listeria 310

Case: Wendy's and the Finger-in-the-Chili Hoax 319

Mini-Case: Domino's Pizza 326

13 Death and Injury 329

Case: Columbine High School and the Shooting Tragedy 329

Case: School Shootings: Communication to and for Children 345

14 The Crisis Communications Plan 353

Crisis Inventory 353

Developing the Crisis Communications Plan 358.

Notes:

Includes bibliographical references and index.

ISBN:

9781138923737

1138923737

9781138923744

1138923745

OCLC:

914225291