Crisis communications : the definitive guide to managing the message / Steven Fink.

Format:

Book

Author/Creator:

Fink, Steven, author.

Language:

English

Subjects (All):

Public relations.

Crisis management.

Physical Description:

1 online resource (xx, 314 pages ) illustrations

Edition:

1 Edition.

Place of Publication:

New York, United States of America : McGraw-Hill Education, 2013.

Language Note:

English

System Details:

text file

Summary:

Reveals important strategies to help companies communicate with the public during any crisis. The Definitive Guide to Communicating in Any Crisis "When facing an already difficult crisis, the last thing a company needs is to make it worse through its own communications - or lack thereof. As one who has lived through a number of [business] crises and served as an independent investigator of the crises of others, I consider Steven Fink's book to be an excellent guide to avoiding collecting scar tissue of your own by learning from the scar tissue painfully collected by others."- Norman R. Augustine, former Chairman and Chief Executive Officer, Lockheed Martin There are few guarantees in business today. Unfortunately, one of them is the inevitability of a crisis having a potentially major effect on your business and your reputation. When your company finds itself in the midst of a crisis, the ripple effects can disrupt lives and business for the foreseeable future if public opinion is not properly shaped and managed. Skillfully managing the perception of the crisis determines the difference between a company's life or death. Because in the pitched battle between perception and reality, perception always wins. Fortunately, there is a solution. Crisis communications and crisis management legend Steven Fink gives you everything you need to prepare for the inevitable-whether it's in the form of human error, industrial accidents, criminal behavior, or natural disasters. In this groundbreaking guide, Fink provides a complete toolkit for ensuring smooth communications and lasting business success through any crisis. Crisis Communications offers proactive and preventive methods for preempting potential crises. The book reveals proven strategies for recognizing and averting damaging crisis communications issues before it's too late. The book also offers ways to deal with mainstream and social media, use them to your advantage, and neutralize and turn around a hostile media environment Steven Fink uses his decades of expertise and experience in crisis communications to help you: UNDERSTAND AND MANAGE THE RELATIONSHIP BETWEEN PUBLIC PERCEPTION AND REALITY CHOOSE THE BEST SPOKESPERSON FOR THE CRISIS PROTECT YOUR BRAND AND REPUTATION THROUGH CRISES LARGE AND SMALL MAKE WISE, VIGILANT, AND DEFENSIBLE DECISIONS UNDER EXTREME CRISIS-INDUCED STRESS TELL THE TRUTH NO MATTER HOW TEMPTING IT MAY BE TO MISLEAD USE SOCIAL MEDIA OUTLETS TO COMMUNICATE DIRECTLY TO THE PUBLIC ABOUT A CRISIS The explosion of the Internet and, especially, social media, has added a new layer to the business leader's skill set: the ability to handle a crisis quickly and professionally within moments of its occurrence. Livelihoods depend upon it. With in-depth case studies of Toyota, BP, and Penn State, Crisis Communications provides everything you need to successfully lead your company through today's rocky landscape of business-where crises large and small loom around every corner, and the lives of businesses and management teams hang in the balance. PRAISE FOR STEVEN FINK'S CRISIS MANAGEMENT "Every major executive in America ought to read at least one book on crisis management. In this way, he or she might be better prepared to deal with the disasters striking organizations at an ever-increasing rate ... The question is: 'Is Steven Fink's book one that busy executives ought to read?' The answer is a resounding yes."- LOS ANGELES TIMES , FRONT PAGE SUNDAY BOOK REVIEW The Definitive Guide to Communicating in Any Crisis "When facing an already difficult crisis, the last thing a company needs is to make it worse through its own communications - or lack thereof. As one who has lived through a number of [business] crises and served as an independent investigator of the crises of others, I consider Steven Fink's book to be an excellent guide to avoiding collecting scar tissue of your own by learning from the scar tissue painfully collected by others."- Norman R. Augustine, former Chairman and Chief Executive Officer, Lockheed Martin There are few guarantees in business today. Unfortunately, one of them is the inevitability of a crisis having a potentially major effect on your business and your reputation. When your company finds itself in the midst of a crisis, the ripple effects can disrupt lives and business for the foreseeable future if public opinion is not properly shaped and managed. Skillfully managing the perception of the crisis determines the difference between a company's life or death. Because in the pitched battle between perception and reality, perception always wins. Fortunately, there is a solution. Crisis communications and crisis management legend Steven Fink gives you everything you need to prepare for the inevitable-whether it's in the form of human error, industrial accidents, criminal behavior, or natural disasters. In this groundbreaking guide, Fink provides a complete toolkit for ensuring smooth communications and lasting business success through any crisis. Crisis Communications offers proactive and preventive methods for preempting potential crises. The book reveals proven strategies for recognizing and averting damaging crisis communications issues before it's too late. The book also offers ways to deal with mainstream and social media, use them to your advantage, and neutralize and turn around a hostile media environment Steven Fink uses his decades of expertise and experience in crisis communications to help you: UNDERSTAND AND MANAGE THE RELATIONSHIP BETWEEN PUBLIC PERCEPTION AND REALITY CHOOSE THE BEST SPOKESPERSON FOR THE CRISIS PROTECT YOUR BRAND AND REPUTATION THROUGH CRISES LARGE AND SMALL MAKE WISE, VIGILANT, AND DEFENSIBLE DECISIONS UNDER EXTREME CRISIS-INDUCED STRESS TELL THE TRUTH NO MATTER HOW TEMPTING IT MAY BE TO MISLEAD USE SOCIAL MEDIA OUTLETS TO COMMUNICATE DIRECTLY TO THE PUBLIC ABOUT A CRISIS The explosion of the Internet and, especially, social media, has added a new layer to the business leader's skill set: the ability to handle a crisis quickly and professionally within moments of its occurrence. Livelihoods depend upon it. With in-depth case studies of Toyota, BP, and Penn State, Crisis Communications provides everything you need to successfully lead your company through today's rocky landscape of business-where crises large and small loom around every corner, and the lives of businesses and management teams hang in the balance. PRAISE FOR STEVEN FINK'S CRISIS MANAGEMENT "Every major executive in America ought to read at least one book on crisis management. In this way, he or she might be better prepared to deal with the disasters striking organizations at an ever-increasing rate ... The question is: 'Is Steven Fink's book one that busy executives ought to read?' The answer is a resounding yes."- LOS ANGELES TIMES , FRONT PAGE SUNDAY BOOK REVIEW

Contents:

Preface

You can't make this stuff up

Defining our terms

What BP should have said

Attitude adjustments

Toyota : on a slippery crisis communications slope with no brakes

Understanding your crisis

Shaping your crisis communications message

Spokespersons

Social media and digital communications or, truth/lies at the speed of light

Shakespeare was right : "The first thing we do, let's kill all the lawyers"

Protecting your brand

Telling the truth

Say it ain't so, Joe! : the Penn State crisis

Dealing with death : fatality communications

Crisis communications primer

The good, the bad, the news media or, juggling chain saws

Senior management : your own worst enemy?

Take your own pulse, or, what were they thinking?

Internal crisis communications

External crisis communications

Reputation management and reservoirs of goodwill

Issues management

Crisis communications for publicly-traded companies

Litigation, depositions and testimony

How to break bad news

The blame game

Crisis-induced stress

Making defensible decisions : crisis communications gold, decision-making under crisis-induced stress

Apologies : Shakespeare : still right after all these years

Crisis advertising : does it work?

Crisis communications plans

The failing of business schools

Speed is of the essence.

Notes:

Formerly CIP.

Includes bibliographical references and index.

Description based on print version record.

ISBN:

9780071799225

0071799222

OCLC:

883801267