Effective crisis communication : moving from crisis to opportunity
Robert R. Ulmer (Author)
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. New to the Fourth Edition: New and updated examples and case studies include diverse cases from recent headlines such as SeaWorld's reaction to Blackfish, the United Airlines debacle, and the Flint Water Crisis. Updated theories and references throughout provide readers with the latest information for effective crisis communication
eBook, English, 2018
Fourth edition View all formats and editions
SAGE Publications, Inc, [Washington, D.C.], 2018
Communication & Media Studies
1 online resource (240 pages) : illustrations.
9781506315737, 9781506315720, 1506315739, 1506315720
1257659120
Print Paperback:
PrefaceAcknowledgmentsPART I. THE CONCEPTUAL FOUNDATIONChapter 1. Defining Crisis Communication A Definition of Crisis Communication Expanding the Traditional Definition of Crisis Disasters, Emergencies, Crisis, and Risk Types of Crises The Significance of Crisis in a Global Environment Understanding the Misconceptions Associated With Crises and Crisis Communication SummaryChapter 2. Understanding Crisis Communication Theory and Practice Media Theories and Crisis Communication Organizational Theories of Crisis Communication Crisis Communication Theories That Describe, Explain, and Prescribe Understanding and Defining the Threat Bias in Crisis Communication SummaryPART II. THE LESSONS AND PRACTICAL APPLICATIONChapter 3. Lessons on Effective Crisis Communication Determining Your Goals Partnering With Crisis Audiences Understanding the Diversity of Your Audiences Primary and Secondary Stakeholders Defined Communicating With Underrepresented Groups During Crises A Word on Partnerships and Listening What Information Do Stakeholders Need Following a Crisis? Is Certain Communication Always the Best Approach? Avoid Overreassuring Your Stakeholders Tell Your Stakeholders How to Protect Themselves Reducing and Intensifying Uncertainty Before, During, and After Organizational Crises Social Media and Effective Crisis Communication The Power of Positive Action SummaryChapter 4. Applying the Lessons to Produce Effective Crisis Communication Example 4.1. The Largest Environmental Crisis in United States History: BP and the United States Coast Guard Respond Example 4.2. A Plant Fire at Malden Mills Example 4.3. Long-Term Complexities in the Tainted Odwalla Apple Juice Crisis Example 4.4. What’s in a Name?: Beef Products Incorporated Face “Pink Slime” Example 4.5. Rural Renewal After a Tornado in Greensburg, Kansas Example 4.6. A Costly YouTube Hoax for Domino’s PizzaChapter 5. Lessons on Managing Crisis Uncertainty Effectively Defining Uncertainty Unexpected Crises and Uncertainty Nonroutine 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 SummaryChapter 6. Applying the Lessons for Managing Crisis Uncertainty Effectively Example 6.1. Tennessee Valley Authority and the Kingston Ash Slide Example 6.2. L’Aquila: A Case of Miscommunication Example 6.3. General Motors and Mary Barra Example 6.4. King Car’s Response to the 2008 Melamine Crisis Example 6.5. Flint, Michigan, Water Contamination Example 6.6. Fukushima Daiichi: Uncertainty Created by Three Interrelated Crisis EventsChapter 7. 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 an Effective Crisis Leader? Leadership Virtues Managing Uncertainty, Responding, Resolving, and Learning From Crisis SummaryChapter 8. Applying the Lessons for Developing Effective Crisis Leadership Example 8.1. The Sweeping Impact of a Contaminated Food Ingredient: Peanut Corporation of America Example 8.2. A Fire at Cole Hardwood Example 8.3. The Largest Food-Borne Illness Outbreak in History: Schwan’s Sales Enterprises Example 8.4. Freedom Industries and the West Virginia Drinking Water Contamination Example 8.5. United Airlines: Failed Crisis Leadership Example 8.6. SeaWorld’s Orca: A Symbol of TragedyPART III. THE OPPORTUNITIESChapter 9. Learning Through Failure Failing to Learn From Failure Learning Through Failure Vicarious Learning Organizational Memory Unlearning SummaryChapter 10. Risk Communication Distinguishing Between Risk and Crisis Identifying Risk Mindfulness Analyzing Multiple Audiences Convergence Theory and Risk Communication Responsible Risk Communication SummaryChapter 11. Responding to the Ethical Demands of Crisis Ethics Corporations as Moral Agents Values Values and Crisis Responsibility and Accountability Access to Information Humanism and Care The Role of Values in a Crisis Response SummaryChapter 12. Facilitating Renewal Through Effective Crisis Communication Considering the Opportunities Associated With Crisis Theoretical Components of the Discourse of Renewal Summary of the Discourse of Renewal The Discourse of Renewal and Crisis Planning SummaryReferencesIndexAbout the Authors