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End User License Agreement
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End User License Agreement
by Timothy L. Sellnow, Matthew W. Seeger
Communication in Times of Trouble
Cover
Acknowledgements
1 Introduction
What Is a Crisis?
What Do We Mean by Crisis Communication?
What Distinguishes Crisis Communication?
What Are Best Practices?
Summary
References
2 Process Approach
What Do We Mean by “Communication Is a Process”?
What Does a Process Approach Mean for Crisis?
What Is a Crisis Life Cycle?
How Can These Stages Be Used by Crisis Communicators?
Why Should Communicators Participate in the Policy Formation Process?
Summary
References
3 Preevent Planning
What Does Planning Involve?
What Is Crisis Communication Planning?
How Is a Plan Created?
How Is Risk Assessed?
What Is Included in a Crisis Plan?
Standard Elements of a Crisis Communication Plan
Implementing a Crisis Plan
Summary
References
4 Partnerships
Why Do Crisis Leaders Sometimes Avoid Communicating With Their Publics?
How Are Relationships With Publics Established?
What Is Dialog?
Why Do Some Agencies and Organizations Fail to Establish Dialog?
How Does Dialog Produce Partnerships With Publics?
Are There Times When Dialog Should Be Avoided?
What Roles Can Publics Play in Their Partnerships With Organizations and Agencies?
Summary
References
5 Public Concern
How Do Publics Respond to Risks?
What Communication Challenges Do Hazards Create?
What Communication Challenges Does Outrage Create?
How Should Agencies and Organizations Acknowledge the Concerns of Publics?
How Do Organizations and Agencies Anticipate Which Issues Are Likely to Produce Public Outrage?
How Can Organizations Communicate to Prevent and Manage Outrage?
Summary
References
6 Honesty
Why Is It So Important to Be Honest?
What Does It Really Mean to Be Honest?
What Are Some Challenges to Being Honest During a Crisis?
How Is Openness Achieved During a Crisis?
Summary
References
7 Collaboration
Who Are the Credible Partners for an Organization?
What Do Collaboration and Coordination Mean?
Why Are Collaboration and Coordination So Important?
How Can an Organization Create Collaboration and Coordination?
It Is Possible to Coordinate and Cooperate With Hostile Groups?
Summary
References
8 Media Access
Why Is Media Access Important?
What Does Accessibility Mean?
How Does an Organization Maintain Accessibility?
What Happens If Organizations Are Not Open During a Crisis?
Will the Media Tell a Negative Story Regardless of the Facts?
Summary
References
9 Compassion
What Is a Compassionate Response to Crisis?
Who Is the Best Organizational Spokesperson for Expressing Compassion?
When Is Expressing Compassion Most Important?
Should an Organization Express Compassion If Blame Is Uncertain?
How Should an Organization Express Compassion If Blame Is Certain?
How Should Spokespersons Express Compassion Through Social Media?
What Role Does Culture Play in the Expression of Compassion?
Summary
References
10 Uncertainty
What Causes Uncertainty for Publics?
How Do Publics Respond to Uncertainty?
What Kind of Information Do Publics Seek to Reduce Their Uncertainty?
How Can Organizations Avoid Overreassuring Their Publics?
What Are Some Other Ways to Manage Uncertainty?
What Are the Ethical Standards for Managing Uncertainty?
Summary
References
11 Empowerment
How Can Messages Empower Publics?
What Are the Components of an Empowering Message?
How Can Risk and Crisis Communicators Help Their Publics Internalize the Risk?
How Should Messages Be Distributed to Publics?
How Much Explanation of the Crisis Is Necessary?
How Should Recommendations for Self‐Protective Actions Be Communicated?
What If Publics Are Given Competing Recommendations for Empowerment?
What Is the Role of Empowering Messages Outside the Acute Phase of Crisis?
Summary
References
12 Conclusion
Are Crises Really Occurring More Often and Are They Getting Worse?
How Can an Organization Repair Its Damaged Image?
Are There Ever Positive Outcomes to a Crisis?
What Are the Challenges to Implementing the Best Practices?
How Can the Best Practices Approach to a Crisis Be Used?
Summary
References
Index
End User License Agreement
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WILEY END USER LICENSE AGREEMENT
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