Risk issues and crisis management

Abstract

Part 1 Risk Issues in Crisis Management: Summary 1 Outside-in thinking Who can we trust? Dealing with risk - the organizational response The advocacy approach Public consultation - building dialogue into the communications process The rise of the precautionary principle Summary 2 Issues management defined What is issues management? What about the sceptics? What is an issue? Who should practise issues management? What are the functions required of issues management? Summary 3 Planning an issues management programme - an issues management model Issue lifecycle The importance of early action Summary 4 An issue ignored is a crisis ensured Case study - decommissioning the Brent Spar - implications for a global industry Case study - mad cows and Englishmen - the story of BSECase study CFCs - finding an essential breathing space 5. Implementing an issues management programmeSummary. Part 2 Crisis Management: 6 So it hits the fan - now what? Business crises How the mighty fall - CEOs are not infallible Product-related crises Who will have a crisis? What kind of crisis will happen? Summary 7 Perception is the reality A tale of three sorry tankers Summary 8 The media in crisis situations How JAL and British Midland got it right Gaining media support The media as an ally Monitoring the media Summary 9 The legal perspective Legal pitfalls when communicating in crisis So what is the lawyer's role in a crisis? Compensation Ex-gratia payments Summary 10 Planning for the unexpected Calm and positive thinking Deeds versus declarations Planning to manage the crisis Appointing the teams Communication hardware Crisis prevention Selecting team members Putting the plan in writing Testing everything Summary 11 Crisis communications management Stena Challenger grounding Background information to seize the initiative Set up a press centre Managing the press conference Dealing with the television interview Coping with hundreds of telephone calls Responding to calls from relatives The news release Keeping employees informed Using your Web site The role of the emergency services When it is all over Summary.

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