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• Cover
• Half Title
• Title Page
• Copyright Page
• Brief Contents
• Table of Contents
• Preface
• Acknowledgments
• 1 Crisis Communications Today
• What is a Crisis and What is Crisis Communications?
• The Five Stages of a Crisis
• Public Opinion
• Mini-Case: White Star Line’s Titanic Sinks
• 2 Crisis Communications Theory
• Apologia Theory
• Image Restoration Theory
• Decision Theory
• Diffusion Theory
• Excellence Theory
• The Five Ws of Public Apology for Celebrities and Businesses
• 3 Communications to Prevent Crises
• The News Media
• Internal Publics
• Customers/Consumers
• Preventing Multicultural Crises
• 4 Communications When the Crisis Strikes
• Communicating with the News Media
• Communicating with Lawyers
• Communicating with Internal Publics
• Communicating with External Publics
• Communicating Directly with the Masses
• 5 Social Media and Crisis Communications
• Writing Social Media Messages
• Social Media in Strategic Organizational Communication
• Mini-Case Studies in Social Media Crises
• Social Media Etiquette for Organizations and Individuals to Prevent Social Media Crises
• Online Communities and Crisis Communications
• 6 “Textbook” Crises
• Case: Johnson & Johnson and the Tylenol Murders
• Case: Exxon and the Valdez Oil Spill
• 7 Culture Crises: Domestic
• Case: Saginaw Valley State University and the Theater Controversy
• Case: Texas A&M University and the Bonfire Tragedy
• Case: Police Departments and Community Trust
• 8 Culture Crises: Foreign and International
• Case: AIDS in Africa
• Case: Ebola Strikes Liberia—Firestone Strikes Ebola
• Case: Nut Rage and Korean Airlines
• 9 Environmental Crisis
• Case: Häagen-Dazs and Honey Bees
• 10 Natural Disasters
• Case: Hurricane Katrina and New Orleans
• Case: The Oso Mudslide in Washington
• 11 Transportation Crises
• Case: Holland America Line and Cruise Crises
• Case: US Airways and the Emergency Landing in the Hudson
• 12 Product Failure and Product Tampering
• Case: Yuhan-Kimberly and Baby Wet Wipes
• Case: Maple Leaf Foods and the Battle against Listeria
• Case: Wendy’s and the Finger-in-the-Chili Hoax
• Mini-Case: Domino’s Pizza
• 13 Death and Injury
• Case: Columbine High School and the Shooting Tragedy
• Case: School Shootings: Communications to and for Children
• 14 The Crisis Communications Plan
• Crisis Inventory
• Developing the Crisis Communications Plan
• Appendix A: Generic Crisis Communications Plan for a Large Company
• Appendix B: Crisis Communications Plan
• Appendix C: Crisis Communications Plan for a Fictitious Small Business
• Index