Communicating in Extreme Crises : Lessons from the Edge book cover
1st Edition

Communicating in Extreme Crises
Lessons from the Edge



  • Available for pre-order. Item will ship after March 17, 2022
ISBN 9780367556792
March 17, 2022 Forthcoming by Routledge
184 Pages 2 B/W Illustrations

USD $160.00

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Book Description

This book is an evidence-based approach to handling common, extreme crises. Extreme crises involve strong moral outrage; moral outrage creates situations where traditional crisis communication advice no longer is effective. These extreme crises create unique demands for crisis managers. Moreover, much of the traditional advice and crisis key performance indicators (KPIs) no longer apply.

Validated through research, the book establishes the nature of extreme crises, the optimal crisis response for such crises, and the KPIs (outcomes) crisis managers need to measure for extreme crises. It serves as a guide for how to communicate effectively during extreme crises and provides advice based upon experimental research that validates the effectiveness of the crisis communication interventions. The book does not require prior knowledge about crisis communication and crisis management; it contains summaries of crisis communication and management before exploring the more specialized topic of extreme crises. Chapters include extended case studies, examining communication within such events as the Westpac money laundering, VW emissions and COVID-19 crises.

Communications in Extreme Crises will be of direct interest to scholars of crisis communication in public relations, corporate communication, strategic communication, organizational communication programs and management.

Table of Contents

Introduction

I. Chapter 1 Evidence-based Crisis Communication: How Research Helps Us to Understand What Works

A. Research Methods: Creating Evidence

1. Informal Research Methods

2. Content Analysis

3. Formal Research Methods

B. Evidence-based Approach to Crisis Communication

1. Audience Orientation

2. Research Methods

C. Summary

D. References

II.. Chapter 2 The Basics of Crisis Management

A. Risk Management

1. Issues Management

2. Reputation Management

B. Crisis Management

C. The Regenerative Model

D. Summary

E. References

III. Chapter 3 Understanding the Value of and Limitations to Crisis Communication

A. Crisis Communication

1. Organizational Crisis Defined

2. Typology of Crises

B. Crisis Interventions

1. Macro-categories of Crisis Interventions

2. Stealing Thunder

3. Optimal and Suboptimal Crisis Interventions

C. Summary

D. References

IV. Chapter 4 Mapping Extreme Crises as Part of Crisis Preparation

A. Crisis Types: The Starting Point for Preparation

1. Paracrises

2. Operational Crises

B. Crisis Preparation: Basics and Consideration of Extreme Crises

1. Crisis Communication Plan

2. Crisis Team

C. Summary

D. References

V. Chapter 5 Understanding Extreme Crises: Management Misconduct and Scansis

A. Moral Outrage: Basics and Connection to Crises

1. Cognitive Appraisal Theory

2. Moral Outrage and Crises

B. Management Misconduct

C. Scansis

1. Scandal

2. Unpacking Scansis

D. Race and Crisis

E. Why Worry about Extreme Crises

1. IMC Data: Frequency of Extreme Crises

2. Moral MUM Effect

3. Whistleblowing and Cover-ups

F. Summary

G. References

VI. Chapter 6 Considering Boundary Conditions and Rethinking Crisis Communication Outcomes

A. Boundary Conditions

B. Danger: Flawed Conclusions about Crisis Interventions in Extreme Crises

C. Rethinking Crisis Outcomes

1. Transient Impressions

2. Value Congruence

D. Summary

E. References

VII. Chapter 7 Articulating Guidance for Extreme Crises

A. Extreme Crises: The Role of Moral Outrage

B. Optimal Crisis Interventions Following Extreme Crises

C. Guidance for Crisis Practitioners

1. Short-term verse Long-term

2. Empathetic Crisis Responses and Corrective Action

D. Future Directions for Crisis Communication Research

E. Summary

F. References

VIII. Chapter 8 VW Emissions Scandal

A. Background ofnVolkswagen (VW)

B. Description of the Emissions Scandal

C. Overview of the Crisis Intervention

D. Summary of Stakeholder Reactions

E. Discussion Questions

IX. Chapter 9 Purdue Pharma and OxyContin Crisis

A. Background on Purdue Pharma

B. Description of the Oxycontin Crisis

C. Overview of the Crisis Intervention

D. Summary of Stakeholder Reactions

E. Discussion Questions

X. Chapter 10 BP and Texas City Explosion 2005

A. Background on BP

B. Description of the Texas City Explosions

C. Overview of the Crisis Intervention

D. Summary of Stakeholder Reactions

E. Discussion Questions

XI. Chapter 11 Westpac Money Laundering

A. Background on Westpac

B. Description of the Westpac Money Laundering Case

C. Overview of the Crisis Intervention

D. Summary of Stakeholder Reactions

E. Discussion Questions

XII. Wells Fargo and Secret Accounts

A. Background on Wells Fargo

B. Description of the Secret Accounts Case

C. Overview of the Crisis Intervention

D. Summary of Stakeholder Reactions

E. Discussion Questions

XIII. E.F. Hutton and Check Kiting

A. Background on E.F. Hutton

B. Description of E.F. Hutton Check Kiting Case

C. Overview of the Crisis Intervention

D. Summary of Stakeholder Reactions

E. Discussion Questions

XIV. The Mylan Pharmaceuticals Price Hike

A. Background on Mylan Pharmaceuticals

B. Description of the Mylan Price Hike Case

C. Overview of the Crisis Intervention

D. Summary of Stakeholder Reactions

E. Discussion Questions

XV. Rio Tinto Destroys Cultural Site

A. Background on Rio Tinto

B. Description of the Juukan Gorge Case

C. Overview of the Crisis Intervention

D. Summary of Stakeholder Reactions

E. Discussion Questions

XVI. COVID-19 and Pandemic Communication

A. What is a Pandemic and How It Affects Organizations

B. Anxiety as Driver for Pandemic Communication

1. General Effects of Anxiety

2. Empathy as a Key Factors

C. Sample COVID-19 Messages

D. Discussion Questions

E. References

XVII. What We Have Learned

A. Models of Crisis Management

1. Three-step model

2. Regenerative model

B. Reflecting on the Importance of the Crisis Intervention

C. Guidance for Extremophile Crisis Managers

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Author(s)

Biography

Elina Tachkova is a postgraduate researcher at Texas A&M University, USA. Her research focuses on crisis communication and especially the concept of 'scansis', the unique intersection between an organizational crisis and a scandal, which is a new theoretical concept in crisis communication research.

W. Timothy Coombs is the George T. and Gladys H. Abell Professor in Liberal Arts at the Department of Communication at Texas A&M University, USA. His primary research area is in crisis communication, where he has been developing and testing the Situational Crisis Communication Theory (SCCT) which provides theory ground and empirically tested strategic advice for the selection of crisis response strategies.