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Student Workbook to Accompany Crisis Communications


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Table of Contents

Table of Contents

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 W's of Public Apology -Businesses and Celebrities 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 34 Communicating with Lawyers 44 Communicating with Internal Publics 47 Communicating with External Publics 49 Communicating Directly with the Masses 50 5 Social Media and Crisis Communications Social Media in Strategic Organizational Communication Mini-Case Studies in Social Media Crises Social Media Etiquette for Organizations and Individuals to Prevent Crises Online Communities and Crisis Communities 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: Haagen-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: Communication To and For Children 14 The Crisis Communications Plan Crisis Inventory Developing the Crisis Communications Plan

About the Author

Kathleen Fearn-Banks is a professor in the Department of Communication at the University of Washington (Seattle) and a crisis communications advisor.

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