Overview

This book provides the reader practical advice on how to effectively manage and overcome a crisis. Authors Robert R. Ulmer, Timothy L. Sellnow, and Matthew W. Seeger provide guidelines for taking the many challenges that crises present and turning those challenges into opportunities for overcoming a crisis. Key Features of this second edition: * Brings together theory and experience: This book introduces readers to sound research and best practices in the field of crisis communication. * Provides advice on how to create opportunity from crisis: Unlike other crisis communication texts, this book explains how organizations can and should emerge from crises as better organizations. * Addresses prominent and diverse cases: Cases and practical applications from a wide variety of crises are included, such as food-borne illness outbreaks, terrorism, industrial disasters, and natural disasters. ""You Make the Call"" exercises allow readers to examine and critique the decisions made in such important cases such as 9/11, the 2003 California fires, the recent financial crisis, and the Swine flu pandemic.

Full Product Details

Author:   Robert R. Ulmer ,  Timothy L. Sellnow ,  Matthew W. Seeger
Publisher:   SAGE Publications Inc
Imprint:   SAGE Publications Inc
Edition:   2nd Revised edition
Dimensions:   Width: 15.20cm , Height: 1.40cm , Length: 22.80cm
Weight:   0.370kg
ISBN:  

9781412980340

ISBN 10:   1412980348
Pages:   264
Publication Date:   11 January 2011
Audience:   College/higher education ,  Professional and scholarly ,  Undergraduate ,  Postgraduate, Research & Scholarly
Replaced By:   9781452257518
Format:   Paperback
Publisher's Status:   Out of Print
Availability:   In Print  
Limited stock is available. It will be ordered for you and shipped pending supplier's limited stock.

Table of Contents

1: Defining Crisis Communication Defining Crisis Communication A Definition of Crisis Communication A Working Definition Crisis and Risk Types of Crises The Significance of Crisis in a Global Environment Defining Crisis Communication Theory and Practice Crisis Communication Theories that Describe, Explain, and Prescribe Understanding and Defining the Threat Bias in Crisis Communication Summary References 2: Lessons on Managing Crisis Uncertainty Defining Uncertainty Unexpected Crises and Uncertainty Non-Routine Crisis Events and Uncertainty Threat Perception and Uncertainty Short Response Time and Uncertainty The Impact of Crisis Induced Uncertainty on Stakeholders Managing Communication Ambiguity Ethically During Crisis Consistent Questions of Ambiguity Training, Simulations, and Uncertainty Belief Structures and Uncertainty Summary Lessons on Uncertainty and Crisis Communication References 3: Lessons on Effective Crisis Communication Determining Your Goals Partnering with Crisis Audiences Understanding the Diversity of Your Audiences Primary and Secondary Stakeholders Defined Communicating with Under Represented Populations During Crisis A Word on Partnerships and Listening What Information Do Stakeholders Need Following a Crisis? Is Certain Communication Always the Best Approach? Be Careful of Over-Reassuring Your Stakeholders Tell Your Stakeholders How to Protect Themselves Reducing and Intensifying Uncertainty Before, During, and After Organizational Crises: A Summary of Research and Practice in Crisis Communication and Generating Renewal Social Media and Effective Crisis Communication The Power of Positive Thinking Summary Lessons on Communicating Effectively in Crisis Situations References 4: Lessons on Effective Crisis Leadership The Importance of Effective Leadership Why Visibility Following a Crisis is Important Developing Networks of Support Being Available, Open, and Honest The Impact of Leadership on Renewal Following a Crisis Ineffective Leadership During a Crisis What Makes an Effective Crisis Leader? Leadership Virtues Managing Uncertainty, Responding, Resolving, and Learning from Crisis Summary Lessons on Effective Crisis Leadership References 5: Examples of Success and Failure During Industrial Accidents Lessons on Uncertainty: Tennessee Valley Authority and the Kingston Ash Slide Missed Opportunities in Crisis Preparation and Planning TVA’s Response to and Uncertain Crisis You Make the Call Lessons on Uncertainty and Crisis Communication (You Make the Call) Summary Lessons on Effective Crisis Communication: A Plant Fire at Malden Mills Courageous Communication in the Wake of a Disaster You Make the Call Lessons on Communicating Effectively in Crisis Situations (You Make the Call) Summary Lessons on Leadership: A Fire at Cole Hardwoods Leading Instinctively After a Disaster You Make the Call Lessons on Effective Crisis Leadership (You Make the Call) Summary References 6: Examples of Success and Failure During Outbreaks of Foodborne Illness Lessons on Uncertainty: King Car’s Response to the 2008 Melamine Crisis Reducing Crisis Uncertainty A Guiding Vision for King Car’s Crisis Communication Initial Crisis Communication The Recall Critical Acclaim You Make the Call Lessons on Uncertainty and Crisis Communication Summary Lessons on Effective Crisis Communication: Long Term Complexities in the Tainted Odwalla Apple Juice Crisis Challenges for Multiple Stakeholders Odwalla’s Crisis Response Impact on Stakeholders You Make the Call Lessons on Communicating Effectively in Crisis Situations Summary The Largest Food borne Illness Outbreak in History: Schwan’s Sales Enterprises Schwan’s Crisis Response You Make the Call Lessons on Effective Crisis Leadership (You Make the Call) Summary References 7: Examples of Success and Failure in Response to Terrorism Crisis Uncertainty: The Case of 9/11 You Make the Call Managing Uncertainty During Terrorism: Lessons on Uncertainty and Crisis Communication Summary The Oklahoma City Bombing You Make the Call Communicating Effectively And Ineffectively During Terrorism: Lessons on Communicating Effectively in Crisis Situations Summary Leadership During a Terrorist Attack: Coping with 9/11 by Rebuilding Cantor Fitzgerald’s Pre Crisis Reputation Howard Lutnick’s Crisis Response Reservoir of Good Will Post 9/11: Recovery, Remembrance, and Renewal You Make the Call Leadership Successes And Failures during Terrorism: Lessons of the Role of Leaders in Crisis Situations Summary References 8: Examples of Success and Failure During Natural Disasters 1997 Red River Valley Floods Communicating to the Public about Crest Levels You Make the Call Lessons on Uncertainty and Crisis Communication (You Make the Call) Summary Rural Renewal after a Tornado in Greensburg, Kansas Initial Framing of the Crisis Consequences of a Bold Environmental Vision Following the Tornado Community Response You Make the Call Lessons on Communicating Effectively in Crisis Situations Summary Hurricane Katrina You Make the Call Lessons on Effective Crisis Leadership (You Make the Call) Summary References 9: Examples of Success and Failure During Financial Crises Enron Leadership Communication Divergent Corporate Values Responsibility to be Informed Openness to Signs of Problems You Make the Call Managing Uncertainty During Financial Crises: Lessons on Uncertainty and Crisis Communication Summary References Lessons on Effective Crisis Communication: A Costly Youtube Hoax for Dominos Pizza Unusual Challenges for Dominos Dominos Crisis Response You Make the Call Communicating Effectively and Ineffectively During Financial Crises: Lessons on Communicating Effectively in Crisis Situations Summary References Rising from the Wreckage: General Motors and the Crash of 2008-2009 General Motors Initial Response to the Crisis A Second Attempt to Respond to the Crisis Bankruptcy at General Motors Televising and Promoting and New Vision at General Motors Leadership Successes and Failures During Financial Crises: Lessons on Effective Crisis Leadership Summary References 10: Learning Through Failure Failing to Learn from Failure Learning Through Failure Vicarious Learning Organizational Memory Unlearning Summary References 11: Risk Communication Distinguishing Between Risk and Crisis Identifying Risk Analyzing Multiple Audiences Convergence Theory and Risk Communication Responsible Risk Communication Summary References 12: Responding to the Ethical Demands of Crisis Ethics Corporations as Moral Agents Values Values and Crisis Responsibility and Accountability Access to Information Humanism and Care The Role of Values in a Crisis Response Summary References 13: Crisis as Inspiring Renewal through Effective Crisis Communication Considering the Opportunities Associated with Crisis Theoretical Components of the Discourse of Renewal Understanding Renewal: Consequences of Considering Opportunities During Crisis Understanding the Misconceptions Associated with Crises and Crisis Communication Summary References

Reviews

Effective Crisis Communication is a clear and well-developed skills based approach to crisis communication. The authors have done a superb job demonstrating the practicality of applying lessons learned in a variety of crisis incidents. It is must have for building a basic framework for approaching unexpected moments in organizational life. -- Tyler Spradley 20100929 This is one of the most user friendly books on crisis communication. Students enjoy reading the cases and learn from the application tools provided in the chapters. The writing is generally clear and interesting. A good balance exists between theory and practice. -- John R. Fisher 20100929

Effective Crisis Communication is a clear and well-developed skills based approach to crisis communication. The authors have done a superb job demonstrating the practicality of applying lessons learned in a variety of crisis incidents. It is must have for building a basic framework for approaching unexpected moments in organizational life. -- Tyler Spradley 20100929 This is one of the most user friendly books on crisis communication. Students enjoy reading the cases and learn from the application tools provided in the chapters. The writing is generally clear and interesting. A good balance exists between theory and practice. -- John R. Fisher 20100929

Author Information

Robert R. Ulmer is professor of Communication Studies and dean of the Greenspun College of Urban Affairs at the University of Nevada, Las Vegas. The Greenspun College of Urban Affairs’ mission is to create unique solutions to support community resiliency. His teaching, research, and advisory roles focus on producing effective risk and crisis communication through renewal, growth, and transformation. His current work involves creating transdisciplinary research solutions and engaging public/private partnerships to develop crisis-prepared and response-capable communities and organizations. Recently, the Greenspun College of Urban Affairs launched the MGM Resorts International Public Policy Institute. The Institute is bipartisan (the co-chairs are former Senator Harry Reid and former Speaker John Boehner) and focuses on creating innovative solutions to pressing national social crises. He is also involved in several research initiatives focused on tourist safety, smart cities, urban leadership, community trauma, and community resiliency. His recent and current work is funded by MGM Resorts International, the Centers for Disease Control and Prevention, and the Environmental Protection Agency. He has worked in an advisory role both nationally and internationally for a wide variety of public and private organizations during risk and crisis events. He has served as an advisor on several large-scale oil spills, issues of homeland security and terrorism, financial crises, environmental disasters, food safety crises, and public health and community crises. He has published articles in Management Communication Quarterly; Journal of Applied Poultry Research; Communication Yearbook; Journal of Business Ethics; Public Relations Review; Journal of Organizational Change Management; Journal of Applied Communication Research; Handbook of Crisis Communication, Argumentation, and Advocacy; Public Relations Review; Communication Studies; Handbook of Risk and Crisis Communication; Encyclopedia of Public Relations; International Handbook of Crisis Communication; Handbook of Crisis Communication; and Handbook of Public Relations. Timothy L. Sellnow is a professor of strategic communication in the Nicholson School of Communication and Media at the University of Central Florida in Orlando. Dr. Sellnow’s research focuses on instructional risk and crisis communication to diverse publics, and strategic communication for crisis management and risk mitigation in government, organizational, and health settings. He has conducted funded research for the Department of Homeland Security, the United States Department of Agriculture, the Centers for Disease Control and Prevention, the Environmental Protection Agency, the United States Geological Survey, and the World Health Organization. He has also served in an advisory role for the National Academy of Sciences and the Food and Drug Administration. His work on crisis, risk, and communication has appeared in the Handbook of Crisis and Risk Communication; International Encyclopedia of Communication; Communication Yearbook; Handbook of Public Relations; Handbook of Applied Communication Research; Public Relations Review; Communication Studies; Journal of Business Ethics; Journal of Business Communication, Argumentation, and Advocacy; Critical Studies in Media Communication; Journal of Applied Communication Research; Health Communication; Journal of Health Communication; Risk Analysis; Journal of Contingencies and Crisis Management; and Management Communication Quarterly. Dr. Sellnow is the coauthor of six books and coeditor of two books on crisis and risk communication, and he is the past editor of the Journal of Applied Communication Research and past recipient of the National Communication Association’s Gerald M. Phillips Award for Distinguished Applied Communication Scholarship. Matthew W. Seeger is currently professor of communication and co-director of the Center for Emerging Infectious Diseases at Wayne State University. Dr. Seeger’s research concerns crisis and risk communication, health promotion and communication, crisis response and agency coordination, the role of media—including new media—crisis and communication ethics, failure of complex systems, and post-crisis resilience and renewal. He has worked with the U.S. Centers for Disease Control and Prevention for more than a decade. He is a member of the World Health Organization Guidelines Development Group for Emergency Risk Communication. He has consulted with several Fortune 500 firms on crisis management planning and response. His work has been supported by the CDC, NCFPD, NSF, NIH, and the State of Michigan, with over $7 million in extramural funding. His work on crisis, risk, and communication has appeared in more than 100 peer reviewed articles and book chapters including the Handbook of Crisis and Risk Communication, International Encyclopedia of Communication, Journal of Health Communication Research, Health Promotion Practice, Communication Monographs, International Journal of Crisis and Contingency Management, Communication Yearbook, the Handbook of Public Relations, Handbook of Applied Communication Research, Communication Monographs, Public Relations Review, Communication Studies,  Journal of Business Ethics, Journal of Business Communication, Management Communication Quarterly, Journal of Applied Communication Research, and the Journal of Organizational Change Management, among several others. Seeger is the author or coauthor of eight books, most focusing on crisis and risk communication, including Communication and Organizational Crisis (2003), Crisis Communication and the Public Health (2008), Effective Crisis Communication (2007), Effective Risk Communication (2009), Theorizing Crisis Communication (2021), Crisis and Emergency Risk Communication (Second Edition, 2015), Narratives of Crisis: Stories of Ruin and Renewal (2016), and the International Handbook of Crisis Communication (2016). He has advised over 40 doctoral dissertations.  

Tab Content 6

Author Website:  

Customer Reviews

Recent Reviews

No review item found!

Add your own review!

Countries Available

All regions