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• Preface
• Acknowledgments
• 1 A Need for More Crisis Management Knowledge
• Crisis Management Defined
• Disaster Defined
• Public Health Crisis Defined
• Organizational Crisis Defined
• Crisis Management
• The Initial Crisis Management Framework
• Why a Life Cycle Approach to Crisis Management?
• Outline of the Three-Stage Approach
• Precrisis
• Crisis Event
• Postcrisis
• A More Advanced View: The Regenerative Model of Crisis
• Importance of Crisis Management
• Value of Social Evaluations
• Stakeholder Activism
• Digital Naturals
• Broader View of Crises
• Negligent Failure to Plan
• Employer Duty of Care
• Chapter Summary
• Discussion Questions
• 2 Risk as the Foundation for Crisis Management and Crisis Communication
• Enterprise Risk Management
• Risk in the Organizational Context
• Stakeholders and Risk
• Issues Management
• Reputational Risk
• Chapter Summary
• Discussion Questions
• 3 The Crisis Mitigation Process: Building Crisis-Resistant and Resilient Organizations
• Thinking About Risk Mitigation
• Known and Unknown Risks
• AI and Risk Management
• Paracrisis: Unique Risk Mitigation
• Boyd’s OODA Loop: A Crisis Mitigation Process
• Application of the Boyd OODA Loop: Observe
• External
• Internal
• Running Example: Pampers
• Application of the Boyd OODA Loop: Orient
• Orient: Collect the Information
• Running Example: Pampers
• Orient: Analyze the Information
• Summary
• Running Example: Pampers
• Application of the Boyd OODA Loop: Decide and Act
• Decide: Make Choices
• Running Example: Pampers
• Act: Take Preventive Action
• Running Example: Pampers
• Chapter Summary
• Discussion Questions
• 4 Crisis Preparing: Part I
• Diagnosing Crisis Threats: The Start of Preparing
• Risk as Foundation for Crisis Management and Communication
• Assessing Crisis Types
• Selecting a Crisis Management Team
• Functional Areas
• Interpersonal (Political) Skills
• Task Analysis
• Group Decision-Making
• Working as a Team
• Enacting the Crisis Communication Plan
• Listening
• Curiosity
• Implications for Crisis Management Team Selection
• Training a Crisis Management Team
• Applications for Training
• Improvisation’s Relationship to Crisis Management Team Training
• Resilience: Training Beyond the Crisis Team
• Resilience Training for Employees
• Resilience Training for the Community
• Special Considerations
• Selecting and Training a Spokesperson
• The Spokesperson’s Role
• Media-Specific Tasks of the Spokesperson
• Appearing Pleasant on Camera
• Answering Questions Effectively
• Presenting Crisis Information Clearly
• Handling Difficult Questions
• Spokespersons in a Digital World
• Chapter Summary
• Discussion Questions
• 5 Crisis Preparing: Part II
• Developing a Crisis Communication Plan
• Value
• Components
• Beyond the Crisis Communication Plan
• Crisis Appendix
• The CCP Alone Is Not Enough
• Other Related Plans
• Reviewing the Crisis Communication System
• Mass Notification System
• Crisis Control Center
• Social Intranet: Internal Digital Platforms
• Stakeholder Preparation
• Chapter Summary
• Discussion Questions
• 6 Recognizing Crises
• Selling the Crisis
• Crisis Framing: A Symbolic Response to Crises
• Crisis Dimensions
• Expertise of Top Management
• Persuasiveness of the Presentation
• Organizing the Persuasive Effort
• Resistance to Crises
• Crises and Information Needs
• Crises as Information Processing and Knowledge Management
• What You Need to Know
• Information Gathering
• Information Processing: The Known
• Information Processing Problems
• Serial Reproduction Errors
• The MUM Effect
• Message Overload
• Information Acquisition Bias
• Group Decision-Making Errors
• Summary
• Information-Processing Mechanisms
• Structural Elements
• Procedural Elements
• Training
• Chapter Summary
• Discussion Questions
• 7 Crisis Responding
• Tactical Considerations: Form of the Crisis Response
• Responding Quickly
• Speaking With One Voice: Consistency
• Transparency: The New Openness
• A Strategic Focus: Crisis Communication as Strategic Communication
• The Target Audiences for Crisis Response Strategies
• Objectives: What Crisis Communication Hopes to Accomplish
• Communication Channels and Platforms for Crisis Communication
• The Sources for Crisis Communication
• How It All Comes Together
• Crisis Response Strategies: Adjusting and Instructing Information
• Instructing Information: Physical Harm
• Adjusting Information: Psychological Well-Being
• Pairing Instructing and Adjusting Information
• Crisis Response Strategies: Reputation Management Strategies
• Message Design: From Strategy to Tactics
• Tone of Voice
• Emotion in Messages
• Storytelling
• Transparency
• Accommodation Variations
• Message Design Summary
• Organizing the Messages
• Contextual Factors: Evaluating Reputational Threats
• Evaluating Crisis Threats
• Severity
• Offensiveness
• Contingency Theory
• SCCT
• Takeaway
• Specialized Audiences and Multiple Voices
• Crisis Engagement
• Chapter Summary
• Discussion Questions
• 8 Postcrisis Concerns and Epilogue
• Continuing the Crisis Performance
• Continuity of Actions
• Memorials and Shrines
• The Big Picture
• Crisis Communication Evaluation and Refinement
• Crisis Management Performance Evaluation
• Data Collection
• Organizing and Analyzing the Crisis Management Performance Data
• Impact Evaluation
• Specific Measures: Assessing Objectives
• General Measures
• Knowledge Management: Organizational Memory and Learning
• Organizational Memory
• Organizational Learning
• Learning Beyond the Organization
• Knowledge Management: Connecting the Pieces
• Epilogue
• Musings: Taking an Evidence-Based Approach Seriously
• Musings: Simplicity, Complexity, and Effectiveness
• Musings: Time and Crises
• Threads
• Chapter Summary
• Discussion Questions
• Appendix: Possible Case Studies
• References
• Index
• About the Author