Effective Crisis Communication: Moving From Crisis to OpportunitySAGE Publications, 2017 M12 11 - 240 pages In this fully updated Fourth Edition of Effective Crisis Communication, three of today’s most respected crisis/risk communication scholars provide the latest theories and innovative approaches for handling crisis. Unlike other crisis communication texts, this acclaimed book answers the question, "what now?" and explains how organizations can create the potential for opportunity, renewal, and growth through effective crisis communication. Authors Robert R. Ulmer, Timothy L. Sellnow, and Matthew W. Seeger provide guidelines for taking the many challenges that crises present and turning those challenges into opportunities. Practical lessons and in-depth case studies highlight successes and failures in dealing with core issues of crisis leadership, including managing uncertainty, communicating effectively, understanding risk, promoting communication ethics, enabling organizational learning, and producing renewing responses to crisis.
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From inside the book
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... Crisis Communication 3 Chapter 2 • Understanding Crisis Communication Theory and Practice PART II • THE LESSONS AND ... Uncertainty Effectively Chapter 6 • Applying the Lessons for Managing Crisis Uncertainty Effectively Chapter 7 ...
... Crisis Determining Current and Future Risks Is Certain Communication Always the Best Approach? Avoid Overreassuring Your Stakeholders Tell Your Stakeholders How to Protect Themselves Reducing and Intensifying Uncertainty Before, During ...
... Crisis Response Summary You Make the Call Chapter 5 • Lessons on Managing Crisis Uncertainty Effectively Defining Uncertainty Unexpected Crises and Uncertainty Nonroutine Crisis Events and Uncertainty Threat Perception and Uncertainty ...
... Crisis 98 Reducing Crisis Uncertainty 98 A Guiding Vision for King Car's Crisis Communication 98 Initial Crisis Communication 99 The Recall 100 Critical Acclaim 100 Summary 100 You Make the Call 100 Example 6.5. Flint, Michigan, Water ...
... Uncertainty, Responding, Resolving, and Learning From Crisis 120 Suggestions for the Leader as Spokesperson 121 Summary 123 Chapter 8 • Applying the Lessons for Developing Effective Crisis Leadership 125 Example 8.1. The Sweeping Impact ...
Contents
PART I THE CONCEPTUAL FOUNDATION | 1 |
CHAPTER 1 DEFINING CRISIS COMMUNICATION | 3 |
CHAPTER 2 UNDERSTANDING CRISIS COMMUNICATION THEORY AND PRACTICE | 17 |
PART II THE LESSONS AND PRACTICAL APPLICATION | 29 |
CHAPTER 3 LESSONS ON EFFECTIVE CRISIS COMMUNICATION | 31 |
CHAPTER 4 APPLYING THE LESSONS TO PRODUCE EFFECTIVE CRISIS COMMUNICATION | 49 |
CHAPTER 5 LESSONS ON MANAGING CRISIS UNCERTAINTY EFFECTIVELY | 73 |
CHAPTER 6 APPLYING THE LESSONS FOR MANAGING CRISIS UNCERTAINTY EFFECTIVELY | 85 |
PART III THE OPPORTUNITIES | 149 |
CHAPTER 9 LEARNING THROUGH FAILURE | 151 |
CHAPTER 10 RISK COMMUNICATION | 159 |
CHAPTER 11 RESPONDING TO THE ETHICAL DEMANDS OF CRISIS | 171 |
CHAPTER 12 FACILITATING RENEWAL THROUGH EFFECTIVE CRISIS COMMUNICATION | 183 |
REFERENCES | 195 |
209 | |
ABOUT THE AUTHORS | 219 |
CHAPTER 7 LESSONS ON EFFECTIVE CRISIS LEADERSHIP | 111 |
CHAPTER 8 APPLYING THE LESSONS FOR DEVELOPING EFFECTIVE CRISIS LEADERSHIP | 125 |