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Ulmer, Robert R.; Sellnow, Timothy L.; Seeger, Matthew W.

Effective Crisis Communication Moving From Crisis to Opportunity (Kartoniert / Broschiert / Paperback)

Sage Publications Ltd., Januar 2011


2nd Revised edition - 264 S. - Sprache: Englisch - 228x154x27 mm

ISBN: 1412980348 EAN: 9781412980340

This book provides the reader practical advice on how to effectively manage and overcome a crisis. 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 for overcoming a crisis. Key Features of this second edition: . Brings together theory and experience: This book introduces readers to sound research and best practices in the field of crisis communication. . Provides advice on how to create opportunity from crisis: Unlike other crisis communication texts, this book explains how organizations can and should emerge from crises as better organizations. . Addresses prominent and diverse cases: Cases and practical applications from a wide variety of crises are included, such as food-borne illness outbreaks, terrorism, industrial disasters, and natural disasters. "You Make the Call" exercises allow readers to examine and critique the decisions made in such important cases such as 9/11, the 2003 California fires, the recent financial crisis, and the Swine flu pandemic.


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Inhaltsverzeichnis

1: Defining Crisis Communication Defining Crisis Communication A Definition of Crisis Communication A Working Definition Crisis and Risk Types of Crises The Significance of Crisis in a Global Environment Defining Crisis Communication Theory and Practice Crisis Communication Theories that Describe, Explain, and Prescribe Understanding and Defining the Threat Bias in Crisis Communication Summary References 2: Lessons on Managing Crisis Uncertainty Defining Uncertainty Unexpected Crises and Uncertainty Non-Routine 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 Summary Lessons on Uncertainty and Crisis Communication References 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 Under Represented Populations During Crisis A Word on Partnerships and Listening What Information Do Stakeholders Need Following a Crisis? Is Certain Communication Always the Best Approach? Be Careful of Over-Reassuring Your Stakeholders Tell Your Stakeholders How to Protect Themselves Reducing and Intensifying Uncertainty Before, During, and After Organizational Crises: A Summary of Research and Practice in Crisis Communication and Generating Renewal Social Media and Effective Crisis Communication The Power of Positive Thinking Summary Lessons on Communicating Effectively in Crisis Situations References 4: 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 Summary Lessons on Effective Crisis Leadership References 5: Examples of Success and Failure During Industrial Accidents Lessons on Uncertainty: Tennessee Valley Authority and the Kingston Ash Slide Missed Opportunities in Crisis Preparation and Planning TVA's Response to and Uncertain Crisis You Make the Call Lessons on Uncertainty and Crisis Communication (You Make the Call) Summary Lessons on Effective Crisis Communication: A Plant Fire at Malden Mills Courageous Communication in the Wake of a Disaster You Make the Call Lessons on Communicating Effectively in Crisis Situations (You Make the Call) Summary Lessons on Leadership: A Fire at Cole Hardwoods Leading Instinctively After a Disaster You Make the Call Lessons on Effective Crisis Leadership (You Make the Call) Summary References 6: Examples of Success and Failure During Outbreaks of Foodborne Illness Lessons on Uncertainty: King Car's Response to the 2008 Melamine Crisis Reducing Crisis Uncertainty A Guiding Vision for King Car's Crisis Communication Initial Crisis Communication The Recall Critical Acclaim You Make the Call Lessons on Uncertainty and Crisis Communication Summary Lessons on Effective Crisis Communication: Long Term Complexities in the Tainted Odwalla Apple Juice Crisis Challenges for Multiple Stakeholders Odwalla's Crisis Response Impact on Stakeholders You Make the Call Lessons on Communicating Effectively in Crisis Situations Summary The Largest Food borne Illness Outbreak in History: Schwan's Sales Enterprises Schwan's Crisis Response You Make the Call Lessons on Effective Crisis Leadership (You Make the Call) Summary References 7: Examples of Success and Failure in Response to Terrorism Crisis Uncertainty: The Case of 9/11 You Make the Call Managing Uncertainty During Terrorism: Lessons on Uncertainty and Crisis Communication Summary The Oklahoma City Bombing You Make the Call Communicating Effectively And Ineffectively During Terrorism: Lessons on Communicating Effectively in Crisis Situations Summary Leadership During a Terrorist Attack: Coping with 9/11 by Rebuilding Cantor Fitzgerald's Pre Crisis Reputation Howard Lutnick's Crisis Response Reservoir of Good Will Post 9/11: Recovery, Remembrance, and Renewal You Make the Call Leadership Successes And Failures during Terrorism: Lessons of the Role of Leaders in Crisis Situations Summary References 8: Examples of Success and Failure During Natural Disasters 1997 Red River Valley Floods Communicating to the Public about Crest Levels You Make the Call Lessons on Uncertainty and Crisis Communication (You Make the Call) Summary Rural Renewal after a Tornado in Greensburg, Kansas Initial Framing of the Crisis Consequences of a Bold Environmental Vision Following the Tornado Community Response You Make the Call Lessons on Communicating Effectively in Crisis Situations Summary Hurricane Katrina You Make the Call Lessons on Effective Crisis Leadership (You Make the Call) Summary References 9: Examples of Success and Failure During Financial Crises Enron Leadership Communication Divergent Corporate Values Responsibility to be Informed Openness to Signs of Problems You Make the Call Managing Uncertainty During Financial Crises: Lessons on Uncertainty and Crisis Communication Summary References Lessons on Effective Crisis Communication: A Costly Youtube Hoax for Dominos Pizza Unusual Challenges for Dominos Dominos Crisis Response You Make the Call Communicating Effectively and Ineffectively During Financial Crises: Lessons on Communicating Effectively in Crisis Situations Summary References Rising from the Wreckage: General Motors and the Crash of 2008-2009 General Motors Initial Response to the Crisis A Second Attempt to Respond to the Crisis Bankruptcy at General Motors Televising and Promoting and New Vision at General Motors Leadership Successes and Failures During Financial Crises: Lessons on Effective Crisis Leadership Summary References 10: Learning Through Failure Failing to Learn from Failure Learning Through Failure Vicarious Learning Organizational Memory Unlearning Summary References 11: Risk Communication Distinguishing Between Risk and Crisis Identifying Risk Analyzing Multiple Audiences Convergence Theory and Risk Communication Responsible Risk Communication Summary References 12: 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 Summary References 13: Crisis as Inspiring Renewal through Effective Crisis Communication Considering the Opportunities Associated with Crisis Theoretical Components of the Discourse of Renewal Understanding Renewal: Consequences of Considering Opportunities During Crisis Understanding the Misconceptions Associated with Crises and Crisis Communication Summary References

Über den Autor

Robert R. Ulmer is Professor and Chair of the Department of Speech Communication at the University of Arkansas at Little Rock. He also holds two secondary appointments in the College of Public Health at the University of Arkansas Medical Sciences. His teaching, research, and consulting interests focus on creating effective risk and crisis communication through renewal, growth, collaboration, and opportunity. He has served as a consultant working with a wide variety of public, private, governmental, and not-for-profit organizations on how to effectively prepare for and manage risk and crises effectively. He has published articles in Management Communication Quarterly; Communication Yearbook; The Journal of Business Ethics; Public Relations Review; the Journal of Organizational Change Management; the Journal of Applied Communication Research; the Handbook of Crisis Communication; The Handbook of Risk and Crisis Communication, The Encyclopedia of Public Relations; and The Handbook of Public Relations.

Kritikerstimmen

"This is one of the most user friendly books on crisis communication. Students enjoy reading the cases and learn from the application tools provided in the chapters. The writing is generally clear and interesting.  A good balance exists between theory and practice."


ISBN 1-412980-34-8, ISBN 1-41-298034-8, ISBN 1-41298-034-8, ISBN 1-412-98034-8, ISBN 1-4129-8034-8

ISBN 978-1-412980-34-0, ISBN 978-1-41-298034-0, ISBN 978-1-41298-034-0, ISBN 978-1-412-98034-0, ISBN 978-1-4129-8034-0

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