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1. THE CRISIS PRIMER. What I've Learned. Author's Personal Story. From Chaos to Normalcy. 2. RECOGNIZING A CRISIS SITUATION. Strategy of Crisis Management: A Team Approach - Senior Administration Technical Operations Public Affairs Public Relations Consumer Affairs Investor Relations Advertising. Who's in Charge? Chances Are. Fault, Dear Brutus, Is Not in Our Stars, But in Ourselves. Case Study: Three Mile Island: Impossible Accident Becomes Possible. Case Study: A White House in Disarray. Case Study: Exxon: No One Is in Control. Review Questions. 3. ANTICIPATING CRISIS IS A TOOL OF SMART MANAGEMENT. Assessing Risk. What Could Harm Us? Who's Ready for Crisis? - Assessing Crisis Preparedness Private Companies: Different Risks Warning Signals Who Owns the Radar? Communication Channels Risk Associated with the Product or Service. Review Questions. 4. PUBLIC OPINION AND CRISIS: FROM MAIN STREET TO WALL STREET. Influence of Public Opinion. Public Relations Is Born. Reporters as Messengers. Modern History and Crises - John F. Kennedy: An Amalgam of Intelligence and Rhetoric Bill Clinton: Manic-Depressive Crisis Management. Meet the Press. A New Citizen Activism. Proactive Company and Reactive Manager. Review Questions. 5. SOUND BITES: EFFECTIVE COMMUNICATION WHEN HITS THE FAN. What's a Nice Company Like Yours Doing in a Headline Like This? -- Stakeholders Goal Message Who Will Speak? Audience-Centric Thinking. Three Questions Asked in Every Crisis. Evaluating Your Crisis Response. Tools of Crisis Response -- Press Releases Press Kits News Conferences Meet the Press: Preparation Is the Key. Tools of Crisis Communication -- Video News Releases (VNRs). Legality of Crisis Communication. Review Questions. 6. WHAT WILL WE TELL OUR EMPLOYEES? Employees: Hidden Asset. Communicate Before a Crisis. Telling the Truth, Telling It Quickly. When Should the Organization Communicate with Employees? Right Staff. Employee Activism and Lawsuits. Communicating Bad News. Review Questions. 7. MANAGING OTHER COMPLEX CRISES. Market Risk Is Still a People Problem. Sell That Stock! Investors Are the Pulse. Who Cares? Communicating with Investors. Product Controversies. Recalls Cause Financial and Reputation Harm. General Motors: Make Them Pay -- A Classic: Tylenol Recall Tampons Under Scrutiny Perrier: Managing a Recall Across the Atlantic. Product Boycotts. Taking Charge During Product Problems. Who Listens to Rumors? Unfortunately, A Lot of Us. Not in My Backyard. Strike One! Preparing for a Strike. Service Disruption. Review Questions. 8. CRIME: A GROWING MENACE FOR BUSINESS. Lessons of Littleton. Signals. Long Island Massacre. Unabomber: Another Loner Kills. Why Intuition Matters. Security at Work: Is There Any? Luby's: A Restaurant as Victim. Resources on Crime and Helping Victims. Internet and Computer Crime. Terrorism: Death by Politics. Interview: Edward V. Badalato -- Companies Are a Major Target for Counterintelligence and Theft. How Could Japan Ignore the Enemy Within? Review Questions. 9. CRISIS AND THE ENVIRONMENT. Corporations Change Their Tune -- Love Canal: A Neighborhood at the Nucleus of Crisis Chernobyl: A Complete Accounting Could Take Centuries. Regulatory Enforcements as Deterrent. Responding to Environmental Abuse. Ecoterrorism. Case Study: City of Love Needs More Than a Hug. Review Questions. 10. WEATHER AS A CRISIS FORCE. Why Care About Weather? Advances Made in Early Warning. A Single Day: Despair, Hope. Technology Advancements Help with Emergencies. Interview: Richard Masoner -- The City Crumbled...Broken Beyond Repair. Review Questions. 11. THIS IS HOSPITALITY? Who'd Want To Leave Home? Other Travel Risks. Coke Cannot Seem To Do Anything Right. Hotels: Ground Zero? Review Questions. 12. PREPARING MANAGERS FOR CRISIS: SIMULATING AND TESTING. Crisis Management Team -- Attorney Public Relations Coordinator Technical Resources Controller IT Manager Regulatory or Public Affairs Expert Office of CEO. Phase One: Fact Finding. Phase Two: Risk Assessment -- Role-Play in Action Synergy: A Meeting of the Minds. Phase Three: Communicating with Stakeholders. Crisis Response Center. Personal Response to Crisis. Stress Points in a Crisis. Review Questions. APPENDIX A. CRISIS MANAGEMENT PLAN TEMPLATE. Table of Contents. Acknowledgment. Your Crisis Team Must Be Reachable 24/7! Your Trade Association and Other Key Partners. What Could Go Wrong? Crisis Log. These People Also Matter! Crisis Report. Who Called? What Do They Want? Public Inquiry. Information Systems (IS) Emergency Plan. News Media Inquiry. All Politics Is Local. Customer Communication. Additional Target Audiences and Categories. Three Questions You Must Answer in Every Crisis. Chemicals: A Unique Crisis. Who Else Should Be Called? APPENDIX B. CRISIS WEB RESOURCES. Trauma and Post-Incident Management. Workplace Violence. Crisis Management and Crisis Communications. Business Recovery. Crisis Communication. Disaster Response. BIBLIOGRAPHY. INDICES. Company Index. Name Index. Subject Index.
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