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No company or organization is immune to crisis. A crisis, however, does not necessarily have to turn into a PR disaster. Crisis Communications provides readers with advice on how to limit damage by acting quickly and positively. Moreover, it explains how to turn a crisis into an opportunity by communicating efficiently via a successful public relations strategy.
Crisis Communications is a thorough guide to help prepare an organization for unexpected calamities. It provides information on accountability, planning, building corporate image, natural disasters, accidents, financial…mehr
No company or organization is immune to crisis. A crisis, however, does not necessarily have to turn into a PR disaster. Crisis Communications provides readers with advice on how to limit damage by acting quickly and positively. Moreover, it explains how to turn a crisis into an opportunity by communicating efficiently via a successful public relations strategy.
Crisis Communications is a thorough guide to help prepare an organization for unexpected calamities. It provides information on accountability, planning, building corporate image, natural disasters, accidents, financial crises, legal issues, corporate re-organization, food crises, negative press, media training and risk managers.
Contributors include: Kathryn Blanchard (USA); Roger Bridgeman (USA); Willem Buitelaar (The Netherlands); Marianne de Bruijn (The Netherlands); Tom Gable (USA); Kathryn H Tunheim (USA); Jerry Hendin (USA); Stuart Hyslop (United Kingdom); Nick Leighton (United Arab Emirates); Thom M Serafin (USA); Bob Oltmanns (USA); Steven Pellegrino (USA); Silvia Pendas de Cassina (Mexico); Nuria Sanchez (Spain); Elizabeth Seigenthaler Courtney (USA); Tony Shelton (USA); Odile Vernier (France); Jim Walsh (Ireland); Tim Wallace (USA); Mania Xenou (Greece).
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Autorenporträt
Peter Frans Anthonissen is an expert in the field of reputation management and crisis communication. His clients have included Renault, Coca-Cola, Procter & Gamble and the Belgian government. He is a visiting professor at Vlerick Leuven Gent Management School and Universiteit Antewerpen Management School in Belgium. Contributors include: Kathryn Blanchard (USA); Roger Bridgeman (USA); Willem Buitelaar (The Netherlands); Marianne de Bruijn (The Netherlands); Tom Gable (USA); Kathryn H Tunheim (USA); Jerry Hendin (USA); Stuart Hyslop (United Kingdom); Nick Leighton (United Arab Emirates); Thom M Serafin (USA); Bob Oltmanns (USA); Steven Pellegrino (USA); Silvia Pendas de Cassina (Mexico); Nuria Sanchez (Spain); Elizabeth Seigenthaler Courtney (USA); Tony Shelton (USA); Odile Vernier (France); Jim Walsh (Ireland); Tim Wallace (USA); Mania Xenou (Greece).
Inhaltsangabe
List of contributors Foreword Kathryn Blanchard Introduction Peter Frans Anthonissen 1. No Thrillers, but Hard Reality Peter Frans Anthonissen Introduction There are no guarantees Stakeholders are everywhere The accountability factor Annoying threats Crises are challenges Successful crisis communication -- principles Learn lessons from what has happened A crisis for every day of the week Conclusion 2. Proactive Crisis Communication Planning Nick Leighton and Tony Shelton Introduction Need for a plan What is a crisis? What a crisis plan provides Elements of a plan People The plan Conclusion 3. Image as a Part of Corporate Strategy Tom Gable Introduction Reputations add value over time Determining how you want to be known Establishing competitive advantage Communicating what you stand for Planning to reach all potential audiences Turning vision into reality Tell real stories Appeal to higher standards, bigger ideas Conclusion 4. Calamities Jerry Hendin, Silvia Pendás and Jim Walsh Introduction Aeroplane accidents Natural disasters Being prepared: Alaska Airlines 261 When fire strikes -- twice Conclusion 5. The New Dynamics of Financial Crisis Tim Wallace Introduction Understanding financial crisis Institutional investors: potential agents of crisis Responding to financial crisis Conclusion 6. Fraud Thom M Serafin Introduction Gather the facts Legal issues must be sorted out Third-party validation Delay and denial compound the problem When your client is a victim of fraud Implementing an action plan Conclusion 7. Reorganization and Restructuring Kathryn Tunheim, Marianne de Bruijn and Jim Walsh Introduction Swiss purchase of US financial services company Moving business from The Netherlands to Germany Goodwill is vital in a closure situation Conclusion 8. A Multitude of Challenges for the International Food Sector Mania Xenou Food safety Health and diet issues Crisis preparation is the key to success Stakeholders The need for proactive communication The media Conclusion Case study 9. Negative Press and How to Deal with It Elizabeth Seigenthaler Courtney Introduction Prepare early and often Mitigate impact with proactive response Detecting a negative story before it appears No ostriches need apply Building bridges toward recovery Conclusion Case study 10. There is No Substitute for Media Training Nick Leighton, Steven Pellegrino and Tony Shelton Introduction Who should we train? Who should do the training? Other resources Who are the media? Developing the crisis message Know the rules of the game Conducting the training Conclusion 11. How Senior Management Can Make the Crisis Worse Stuart Hyslop Introduction How it can all go wrong Managing to make it worse Getting it right How to demonstrate leadership Avoidance is endemic The danger signs Conclusion 12. Judgement Days Kathryn Tunheim Introduction Case study Conclusion 13. Environmental Crisis Communications Robert J Oltmanns Introduction Laying the groundwork: creating a culture of environmental stewardship When a crisis hits Conclusion 14. Crisis Communication and the Net Roger Bridgeman Introduction The nature of the net... fast, expansive, inclusive and a great leveller New medium, new risks The power to empower a crisis New tools, new opportunities The new ground rules Crisis communications -- engagement versus pronouncements Conclusion 15. Organizational Barriers to Crisis and Public Affairs Management Roger Bridgeman Introduction Dismissing the issue, marginalizing the opposition Averting a crisis by early action Corporate resources can't trump a crisis Responding to a crisis with real process change Assuming a quick fix will make the problem go away Confusing facts with perception Combating the corporate siege mentality Conclusion 16. Risk Managers Odile Vernier Introduction When brands do not measure up to public opinion 'Social autism' Turning public opinion into an asset The brand -- its financial and social implications Risks, risk managers and crisis communication Company governance: a new source of crises Conclusion 17. Crisis Communication Checklists Peter Frans Anthonissen 1. Preparations 2. Public groups and stakeholders 3. Crisis centre 4. What's in your crisis-communication survival kit? 5. Background information 6. Employee training: dealing with the media 7. Crisis manual 8. How to handle a crisis 9. Crisis strategy 10. Crisis communication Appendices 1. Factual Information Document 2. Message Development Document 3. Crisis Preparation Document 4. Special Considerations for Dealing with Reporters in a Crisis Bibliography
List of contributors Foreword Kathryn Blanchard Introduction Peter Frans Anthonissen 1. No Thrillers, but Hard Reality Peter Frans Anthonissen Introduction There are no guarantees Stakeholders are everywhere The accountability factor Annoying threats Crises are challenges Successful crisis communication -- principles Learn lessons from what has happened A crisis for every day of the week Conclusion 2. Proactive Crisis Communication Planning Nick Leighton and Tony Shelton Introduction Need for a plan What is a crisis? What a crisis plan provides Elements of a plan People The plan Conclusion 3. Image as a Part of Corporate Strategy Tom Gable Introduction Reputations add value over time Determining how you want to be known Establishing competitive advantage Communicating what you stand for Planning to reach all potential audiences Turning vision into reality Tell real stories Appeal to higher standards, bigger ideas Conclusion 4. Calamities Jerry Hendin, Silvia Pendás and Jim Walsh Introduction Aeroplane accidents Natural disasters Being prepared: Alaska Airlines 261 When fire strikes -- twice Conclusion 5. The New Dynamics of Financial Crisis Tim Wallace Introduction Understanding financial crisis Institutional investors: potential agents of crisis Responding to financial crisis Conclusion 6. Fraud Thom M Serafin Introduction Gather the facts Legal issues must be sorted out Third-party validation Delay and denial compound the problem When your client is a victim of fraud Implementing an action plan Conclusion 7. Reorganization and Restructuring Kathryn Tunheim, Marianne de Bruijn and Jim Walsh Introduction Swiss purchase of US financial services company Moving business from The Netherlands to Germany Goodwill is vital in a closure situation Conclusion 8. A Multitude of Challenges for the International Food Sector Mania Xenou Food safety Health and diet issues Crisis preparation is the key to success Stakeholders The need for proactive communication The media Conclusion Case study 9. Negative Press and How to Deal with It Elizabeth Seigenthaler Courtney Introduction Prepare early and often Mitigate impact with proactive response Detecting a negative story before it appears No ostriches need apply Building bridges toward recovery Conclusion Case study 10. There is No Substitute for Media Training Nick Leighton, Steven Pellegrino and Tony Shelton Introduction Who should we train? Who should do the training? Other resources Who are the media? Developing the crisis message Know the rules of the game Conducting the training Conclusion 11. How Senior Management Can Make the Crisis Worse Stuart Hyslop Introduction How it can all go wrong Managing to make it worse Getting it right How to demonstrate leadership Avoidance is endemic The danger signs Conclusion 12. Judgement Days Kathryn Tunheim Introduction Case study Conclusion 13. Environmental Crisis Communications Robert J Oltmanns Introduction Laying the groundwork: creating a culture of environmental stewardship When a crisis hits Conclusion 14. Crisis Communication and the Net Roger Bridgeman Introduction The nature of the net... fast, expansive, inclusive and a great leveller New medium, new risks The power to empower a crisis New tools, new opportunities The new ground rules Crisis communications -- engagement versus pronouncements Conclusion 15. Organizational Barriers to Crisis and Public Affairs Management Roger Bridgeman Introduction Dismissing the issue, marginalizing the opposition Averting a crisis by early action Corporate resources can't trump a crisis Responding to a crisis with real process change Assuming a quick fix will make the problem go away Confusing facts with perception Combating the corporate siege mentality Conclusion 16. Risk Managers Odile Vernier Introduction When brands do not measure up to public opinion 'Social autism' Turning public opinion into an asset The brand -- its financial and social implications Risks, risk managers and crisis communication Company governance: a new source of crises Conclusion 17. Crisis Communication Checklists Peter Frans Anthonissen 1. Preparations 2. Public groups and stakeholders 3. Crisis centre 4. What's in your crisis-communication survival kit? 5. Background information 6. Employee training: dealing with the media 7. Crisis manual 8. How to handle a crisis 9. Crisis strategy 10. Crisis communication Appendices 1. Factual Information Document 2. Message Development Document 3. Crisis Preparation Document 4. Special Considerations for Dealing with Reporters in a Crisis Bibliography
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