Student Workbook to Accompany Crisis Communications

A Casebook Approach, 4th Edition

By Kathleen Fearn-banks

© 2011 – Routledge

120 pages

Purchasing Options:
Paperback: 9780415881777
pub: 2010-12-02
US Dollars$44.95
Hardback: 9781138133679
pub: 2015-11-03
US Dollars$165.00

About the Book

No company, organization, or individual whose livelihood depends on public reaction can afford to function without a crisis communications plan. This student workbook reviews the critical terminologies, processes, and skills needed for understanding and responding to crises. It prepares individuals for responding to crises in a variety of contexts, and reinforces strategies and tactics to be used during a crisis. Chapters include instructive case studies of public relations professionals in crises: what they did, what they wished they had done, and what hampered their progress. The exercises provide students with the opportunity to respond to real-world crises, sharpening their own skills and practicing response behaviors. This workbook will serve as a useful tool for all future practitioners.

Table of Contents

Chapter 1 Crisis Communications Today

Chapter 2: Crisis Communications Theory

Chapter 3: Communications to Prevent a Crisis

Chapter 4: Communications When the Crisis Strikes

Chapter 5: Social Media and Crisis Communications—

Chapter 6: Rumors and Cybercrises

Chapter 7: Textbook Cases

Case: Johnson & Johnson and the Tylenol Murders

Case: Exxon and the Valdez Oil Spill

Chapter 8: Culture Crises

Case: Saginaw Valley State University and the Theater Controversy

Case: AIDS in Africa

Case: Texas A&M University

Chapter 9: Environmental Crises

Case: Häagen Dazs and the Honey Bees.

Chapter 10: Natural Disasters

Case: New Orleans and Hurricane Katrina

Chapter 11: Transportation Crises (two new crises)

Case: Holland America Cruise Lines and Cruise Crises

Case: US Airways and the Emergency Landing in the Potomac

Chapter 12: Product Failure and Product Tampering

Case: Yuhan-Kimberly and Baby’s Wet Wipes

Case: Maple Leaf and the Battle Against Listeria

Case: Wendy’s and the Finger in the Chili

Chapter 13: Death and Injury Crises

Case: Columbine High School and the Shooting Tragedy

Case: Metro Transit: Driver Shot, Bus Flies Over a Bridge

Chapter 14 Individuals In Crisis

Chapter 15 The Crisis Communications Plan


About the Author

Kathleen Fearn-Banks (A.B.D. Ed.D. in Instructional Technology, USC; M.S, Journalism, UCLA) is associate professor in the School of Communications at the University of Washington. Her research is primarily in crisis communications. Prior to her academic career, she spent 25 years as a feature writer at the Los Angeles Times and a news-writer, producer, and reporter for a Los Angeles network affiliated television station. She also headed nationwide publicity campaigns for NBC Television Network series, specials, and movies. She was vice-president of development and public relations for the Neighbors of Watts, an entertainment industry non-profit which raised funds for daycare centers in underprivileged areas of Los Angeles.

Subject Categories

BISAC Subject Codes/Headings:
LANGUAGE ARTS & DISCIPLINES / Communication Studies