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The Handbook of Crisis Communication. Handbooks in Communication and Media

  • ID: 2246018
  • Book
  • 768 Pages
  • John Wiley and Sons Ltd
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TheHandbook of Crisis Communication is a comprehensive examination of the latest research and critical issues in crisis communication. Written as a tool for both researchers and communication managers, theHandbook includes a thorough discussion of the theory and method behind crisis communication, as well as the latest insight into practice in the field.

Incorporating the views and research of more than 50 top scholars, the book provides a starting point for developing crisis communication as a distinctive field research rather than as a sub–discipline of public relations or corporate communication. This cutting–edge collection includes in–depth analyses of well–known case studies in crisis communication, from terrorist attacks in London and Madrid to Hurricane Katrina. Going beyond traditional applications, the Handbook also explores the key emerging areas of new technology and global crisis communication.

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Notes on Contributors ix

Preface xxvi

Acknowledgments xxviii

Introduction 1Robert L. Heath

Part I Crisis and Allied Fields 15

1 Parameters for Crisis Communication 17W. Timothy Coombs

2 Crisis Communication and Its Allied Fields 54W. Timothy Coombs

3 Crisis Communication Research in Public Relations Journals: Tracking Research Trends Over Thirty Years 65Seon–Kyoung An and I–Huei Cheng

Part II Methodological Variety 91

Case Studies.

4 Organizational Networks in Disaster Response: An Examination of the US Government Network′s Efforts in Hurricane Katrina 93Gabriel L. Adkins

5 Regaining Altitude: A Case Analysis of the JetBlue Airways Valentine′s Day 2007 Crisis 115Gregory G. Efthimiou

Textual Analysis.

6 The Press as Agent of Cultural Repair: A Textual Analysis of News Coverage of the Virginia Tech Shootings 141Mohamad H. Elmasry and Vidhi Chaudhri

Content Analysis.

7 Are They Practicing What We Are Preaching? An Investigation of Crisis Communication Strategies in the Media Coverage of Chemical Accidents 159Sherry J. Holladay


8 Examining the Effects of Mutability and Framing on Perceptions of Human Error and Technical Error Crises: Implications for Situational Crisis Communication Theory 181W. Timothy Coombs and Sherry J. Holladay

9 How Do Past Crises Affect Publics′ Perceptions of Current Events? An Experiment Testing Corporate Reputation During an Adverse Event 205J. Drew Elliot

10 Crisis Response Effectiveness: Methodological Considerations for Advancement in Empirical Investigation into Response Impact 221Tomasz A. Fediuk, Kristin M. Pace, and Isabel C. Botero

Part III The Practice 243

11 "We tell people. It′s up to them to be prepared." Public Relations Practices of Local Emergency Managers 245Robert Littlefield, Katherine Rowan, Shari R. Veil, Lorraine Kisselburgh, Kimberly Beauchamp, Kathleen Vidoloff, Marie L. Dick, Theresa Russell–Loretz, Induk Kim, Angelica Ruvarac, Quian Wang, Toni Siriko Hoang, Bonita Neff, Teri Toles–Patkin, Rod Troester, Shama Hyder, Steven Venette, and Timothy L. Sellnow

12 Thirty Common Basic Elements of Crisis Management Plans: Guidelines for Handling the Acute Stage of "Hard" Emergencies at the Tactical Level 261Alexander G. Nikolaev

Part IV Specific Applications 283

Organizational Contexts.

13 Oil Industry Crisis Communication 285Michelle Maresh and David E. Williams

14 Educational Crisis Management Practices Tentatively Embrace the New Media 301Barbara S. Gainey

15 FEMA and the Rhetoric of Redemption: New Directions in Crisis Communication Models for Government Agencies 319Elizabeth Johnson Avery and Ruthann W. Lariscy

Crisis Communication and Race.

16 Effective Public Relations in Racially Charged Crises: Not Black or White 335Brooke Fisher Liu

17 Public Relations and Reputation Management in a Crisis Situation: How Denny s Restaurants Reinvigorated the Firm′s Corporate Identity 359Ali M. Kanso, Steven R. Levitt, and Richard Alan Nelson

Part V Technology and Crisis Communication 379

18 New Media for Crisis Communication: Opportunities for Technical Translation, Dialogue, and Stakeholder Responses 381Keri K. Stephens and Patty Malone

19 Organizational and Media Use of Technology During Fraud Crises 396Christopher Caldiero, Maureen Taylor, and Lia Ungureanu

20 Organizational Use of New Communication Technology in Product Recall Crises 410Maureen Taylor

Part VI Global Crisis Communication 423

21 Crisis Communication, Complexity, and the Cartoon Affair: A Case Study 425Finn Frandsen and Winni Johansen

22 Crisis Communication and Terrorist Attacks: Framing a Response to the 2004 Madrid Bombings and 2005 London Bombings 449María José Canel and Karen Sanders

23 Negotiating Global Citizenship: Mattel s 2007 Recall Crisis 467Patricia A. Curtin

24 Celebrating Expulsions? Crisis Communication in the Swedish Migration Board 489Orla Vigsø

Part VII Theory Development 509

25 Crisis Communicators in Change: From Plans to Improvisations 511Jesper Falkheimer and Mats Heide

26 Contingency Theory of Strategic Conflict Management: Directions for the Practice of Crisis Communication from a Decade of Theory Development, Discovery, and Dialogue 527Augustine Pang, Yan Jin, and Glen T. Cameron

27 Crisis–Adaptive Public Information: A Model for Reliability in Chaos 550Suzanne Horsley

28 Communicating Before a Crisis: An Exploration of Bolstering, CSR, and Inoculation Practices 568Shelley Wigley and Michael Pfau

29 Who Suffers? The Effect of Injured Party on Attributions of Crisis Responsibility 591Sun–A Park and María E. Len–Ríos

30 The Dialectics of Organizational Crisis Management 607Charles Conrad, Jane Stuart Baker, Chris Cudahy, and Jennifer Willyard

31 Exploring Crisis from a Receiver Perspective: Understanding Stakeholder Reactions During Crisis Events 635Tomasz A. Fediuk, W. Timothy Coombs, and Isabel C. Botero

32 Credibility Seeking through an Interorganizational Alliance: Instigating the Fen–Phen Confrontation Crisis 657Timothy L. Sellnow, Shari R. Veil, and Renae A. Streifel

Part VIII Future Research Directions 675

33 Future Directions of Crisis Communication Research: Emotions in Crisis The Next Frontier 677Yan Jin and Augustine Pang

34 Complexity and Crises: A New Paradigm 683Dawn R. Gilpin and Priscilla Murphy

35 Considering the Future of Crisis Communication Research: Understanding the Opportunities Inherent to Crisis Events through the Discourse of Renewal 691Robert R. Ulmer, Timothy L. Sellnow, and Matthew W. Seeger

36 Toward a Holistic Organizational Approach to Understanding Crisis 698Maureen Taylor

37 What is a Public Relations "Crisis"? Refocusing Crisis Research 705Michael L. Kent

38 Crisis and Learning 713Larsåke Larsson

39 Pursuing Evidence–Based Crisis Communication 719W. Timothy Coombs

Afterword 726

Name Index 728

Subject Index 732

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W. Timothy Coombs
Sherry J. Holladay
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