Crisis Communications: A Casebook Approach
New York; London: Routledge, 5th ed. (2017), xiv, 423 pp.
Contains illustrations, index
ISBN 978-0-8058-5773-3 (pbk); 0-203-93669-8 (ebook)
Other editions: 1st ed. 1996, 3rd ed. 2009, 4th ed. 2011
Signature commbox: 10-PR-E 2017
"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." (Publisher description)
"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."(Publisher)
1 Crisis Communications Today, 1
2 Crisis Communications Theory, 17
3 Communications to Prevent Crises, 35
4 Communications When the Crisis Strikes, 45
5 Social Media and Crisis Communications, 69
6 "Textbook" Crises, 101
7 Culture Crises: Domestic, 125
8 Culture Crises: Foreign and International, 157
9 Environmental Crisis, 203
10 Natural Disasters, 219
11 Transportation Crises, 281
12 Product Failure and Product Tampering, 303
13 Death and Injury, 329
14 The Crisis Communications Plan, 353
Appendix A: Generic Crisis Communications Plan for a Large Company, 371
Appendix B: Crisis Communications Plan for Seattle’s Union Gospel Mission, 391
Appendix C: Crisis Communications Plan for a Fictitious Small Business, 397
2 Crisis Communications Theory, 17
3 Communications to Prevent Crises, 35
4 Communications When the Crisis Strikes, 45
5 Social Media and Crisis Communications, 69
6 "Textbook" Crises, 101
7 Culture Crises: Domestic, 125
8 Culture Crises: Foreign and International, 157
9 Environmental Crisis, 203
10 Natural Disasters, 219
11 Transportation Crises, 281
12 Product Failure and Product Tampering, 303
13 Death and Injury, 329
14 The Crisis Communications Plan, 353
Appendix A: Generic Crisis Communications Plan for a Large Company, 371
Appendix B: Crisis Communications Plan for Seattle’s Union Gospel Mission, 391
Appendix C: Crisis Communications Plan for a Fictitious Small Business, 397
